Skip to content
0800 210 0288 Thermo-efficient solutions and sales Get in touch today
ARC Thermal
Shop now
Login

Delivery Policy

At ARC Thermal Products, we aim to provide fast, reliable, and cost-effective delivery for all of our customers. Whether you’re ordering a single unit or large-scale commercial heating systems, our delivery process ensures your products arrive safely and on time. Please review the following details about our delivery process, options, and timeframes.

1. Delivery Locations

We offer delivery across the UK and internationally. Delivery options may vary depending on the size and destination of your order:

  • UK Mainland: Standard and express delivery services are available.

  • Non-Mainland UK: Additional charges and delivery times may apply for deliveries to remote areas, including the Scottish Highlands, Isle of Wight, Isle of Man, Channel Islands, and Northern Ireland.

  • International Deliveries: We offer international shipping to select countries. Please contact us for a custom shipping quote and estimated delivery times.

2. Delivery Options

We provide flexible delivery options to suit your needs:

  • Standard Delivery: Most items will be delivered within 3–5 working days for UK mainland orders.

  • Express Delivery: For urgent orders, express delivery is available for most products. Orders placed before 12 PM can be delivered within 1–2 working days (subject to stock availability).

  • Scheduled Delivery: For larger orders or commercial projects, we offer scheduled deliveries to coordinate with your installation timeline. Contact us to arrange a specific delivery date.

3. Delivery Charges

Delivery charges vary based on the size, weight, and destination of your order. Standard rates are applied at checkout, and for oversized or bulky items, additional shipping fees may apply:

  • UK Mainland: Standard delivery charges start from £4.99, with free delivery available for orders over a specified amount (e.g., £100).

  • Non-Mainland UK & Remote Areas: Additional fees may apply for remote locations.

  • International Shipping: Shipping rates for international orders will be quoted on request, based on the size, weight, and destination.

4. Order Processing

We strive to process all orders quickly and efficiently. The process is as follows:

  • Order Confirmation: Once you place an order, you will receive an email confirmation with the details of your purchase.

  • Processing Time: Most orders are processed and dispatched within 1–2 working days, subject to stock availability. Custom or special-order items may take longer, depending on manufacturing times, and we will provide you with an estimated lead time.

  • Dispatch Notification: When your order has been dispatched, you will receive a notification via email, including tracking information where applicable.

5. Tracking Your Order

For your convenience, we provide tracking for most orders:

  • Tracking Number: Once your order is dispatched, you will receive a tracking number via email, allowing you to monitor the progress of your delivery.

  • Real-Time Updates: You can track your order directly through the courier's website, where you’ll be able to see the estimated delivery date and any updates.

  • Delivery Confirmation: Once your order is delivered, you’ll receive confirmation via email or SMS.

6. Receiving Your Delivery

Please ensure that someone is available to receive the delivery at the specified address, especially for larger or high-value items:

  • Delivery Timeframe: Standard deliveries are made Monday to Friday, between 8 AM and 6 PM. Weekend delivery options may be available for an additional charge.

  • Signature Requirement: For most orders, a signature is required upon delivery to confirm receipt. Please inspect the items before signing and report any visible damage immediately.

  • Missed Deliveries: If no one is available to receive the delivery, the courier will leave a card with instructions on how to rearrange delivery or where to collect your package from a local depot.

7. Large or Bulky Deliveries

For oversized or palletised items, specific arrangements may need to be made:

  • Pallet Deliveries: For large items or bulk orders, your products may be delivered on a pallet. Pallet deliveries are curbside only, so please ensure you have the appropriate means to move the items from the curb to your premises.

  • Special Handling: If your delivery requires special handling (e.g., for fragile or heavy equipment), please contact us ahead of time, and we can discuss suitable delivery options.

8. Damaged or Missing Items

We take great care to ensure your order arrives in perfect condition. However, if you receive damaged or incomplete items, please follow the steps below:

  • Inspect Upon Delivery: Always inspect your delivery for damage or missing items before signing for it. If the item is damaged, refuse the delivery and note the issue on the courier’s paperwork.

  • Report Issues: If you discover damage or missing items after delivery, please contact us within 48 hours, providing detailed photos and descriptions of the issue. We will arrange for replacement items to be sent or for damaged goods to be collected and replaced.

  • Lost Deliveries: In the rare case that your order is lost in transit, we will work with the courier to resolve the issue and either send a replacement or issue a refund.

9. Delays and Backorders

While we aim to meet all delivery timescales, occasionally, unforeseen circumstances can cause delays:

  • Stock Issues: If your item is on backorder or delayed, we will notify you as soon as possible with an updated delivery estimate.

  • Courier Delays: Factors such as extreme weather, courier capacity, or other disruptions may affect delivery times. We will keep you informed of any delays and work to ensure your order is delivered as soon as possible.

10. International Deliveries

For international orders, please note the following additional considerations:

  • Customs and Duties: International shipments may be subject to customs duties, taxes, and other import fees, which are the responsibility of the customer. Please check with your local customs office for applicable charges.

  • Delivery Times: International deliveries may take longer depending on the destination country, customs processing times, and local courier services.

11. Contact Us

If you have any questions about our delivery options or need assistance with tracking your order, our customer service team is here to help. Please contact us via:

  • Email: [email protected]

  • Phone: 0800 210 0288 We strive to make your delivery experience as smooth as possible.

At ARC Thermal Products, we are committed to delivering your heating solutions efficiently and securely, ensuring your complete satisfaction from order to delivery.