Delivery Information

Standard delivery charges (shipping – flat rate) that the website calculates are only applicable to England, Wales and Southern Scotland.
Other delivery areas, please email or call for a quote.

From receipt of payment / authorised official order:
Stock items are despatched within 0-3 working days.
For out of stock, or manufactured to order items, we usually despatch within 2 to 4 weeks.
Please allow up to three working days delivery time after despatch for the receipt of your goods delivered to mainland Britain.
If you need urgently, please email or call for a definite delivery date / cost of upgrade to next day delivery.

Delivery will take place during normal business hours Monday to Friday.
Saturday and timed deliveries can be arranged but these will be charged at the couriers cost over and above the standard delivery charge.
Next day and timed delivery is never 100% guaranteed although it is around 98% successful, as circumstances beyond the delivery company’s control can affect delays such as bad weather conditions, traffic jams, vehicle breakdown etc.

Delivery to a work address or other alternative address is possible. If you want a neighbour to accept the delivery if you are not in, then please let us know in the notes  section of the order when ordering online or by email. If you would like the carriers to call you the day before delivery and then an hour before or other time scales, so you can arrange to meet the delivery, then please let us know, as this is sometimes possible.

If you want the carrier to leave the delivery outside your premises or in an unlocked location such as a shed, garage or porch when you are out, then we can do this for most items, but you must request this in the notes section of your online order or by email, and do so on the understanding that if it is not there when you go to pick it up and we / our carriers have delivered it, then it is not our responsibility that it has been stolen, and we can not claim from our carriers and in turn can not resupply you or offer a refund. Please give us clear instructions on where to leave, preferably out of sight of the passing public and in a sheltered area in case of bad weather.

Delivery is to the address given by the customer for delivery, it is not our or the delivery company’s responsibility to ensure the person at the address is the person that placed the order. Timed deliveries are available at extra cost, such as before 10 a.m., before noon, and specific day, for most, but not all deliveries. They are still delivered to the address and not the person, these services are for urgent deliveries or so you can arrange someone to be there to receive the delivery.

When accepting delivery please adhere to the following.
Check you are signing for the number of packages you are receiving, if less, then write the number of packages before signing.

Goods rarely get damaged during transportation, but in the unlikely event of the goods being damaged when delivered, it is important that the goods are checked before signing the drivers paperwork/electronic device, as no claim for damage can be made once the delivery is signed for.

If for practical reasons you cannot unpack and check, write “damaged goods” then sign, not “unchecked” or “packaging damaged”, as this will not allow us to make a claim against the carrier and replace the goods for you.

If any goods are not in acceptable condition, then it is important that before you sign, (and the carrier takes away the paperwork or handheld electronic device), you refuse the damaged goods and only accept the good ones,  clearly marking on the drivers delivery paperwork / electronic device  how many packages you have accepted, then sign.

We will only be responsible for the unloading of the Goods at the kerbside of the customer’s premises.
For avoidance of doubt, the Company shall not be liable for any damage caused to either the Goods or the fabric of any building, vehicles or any other property in the event of damage occurring whilst transporting the Goods to the Destination Point from the kerbside if the driver accepts a request to do so.
If, in the opinion of Martial Art Mat’s representative(s), the Goods are to be taken an unreasonable distance or route from the point of unloading to where the Goods are to be placed or stored at their Destination Point (for example, but without limitation, up or down steps or along corridors or where another easier route is available), it shall be the customer’s responsibility to provide adequate manual labour at the unloading / Delivery Point for transporting the Goods to the Destination Point.

 Any damaged goods refused, or missing items need to be notified to us by email within two days of the attempted delivery.  Someone must be available to sign for the goods during normal working hours and this person should be known to you. We will not be responsible where the person signing for the goods is not the person who has placed the order/paid for the goods or the incorrect address details have been supplied.

Restricted access
Due to the size of some delivery vehicles, Martial Art Mats Ltd or any carriers delivering on behalf of us MUST be informed of ANY restrictions regarding access for the delivering vehicles. This includes but not limited to, steps (including those required to climb to gain access to the property entrance), any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Martial Art Mats Ltd will not accept any claims for compensation arising from non/failed/refused delivery of any item where the carriers or we were not made aware of any points regarding access restrictions. In the event that the item is refused/cancelled due to these restrictions, the customer is liable for all carriage charges & re-stocking same as any other return, see Returns section for details.

Replacement of damaged or missing goods
Providing the above procedure(s) have been carried out then any damaged/missing items will be considered for replacement free of charge. This does not include any consequential costs which may arise out of a delivery problem.

Incorrect or Non-delivery

Any incorrect items delivered must be notified to us by e-mail within three working days. Returns should be made in the original, packaging, showing no signs of use and in the same condition you received them. We will arrange for collection of the items normally within three working days. Replacement items (if applicable) will be sent out as soon as possible.

Deliveries not received by the expected delivery date should be reported after 6pm that day and at the latest within 2 working days so we can make a claim with the carrier for missing goods if necessary. This also helps when asking the delivery driver to describe the premises and the person who signed for it, since they deliver many parcels each day. If you report by phone, please also send a brief email so we have written confirmation to keep track of the situation.