Delivery Information

Last updated: 02.02.2025

1. Contact Details

If you need help with delivery, lead times, installation options or a commercial order, please contact us before placing your order.

2. Standard Lead Times

Where an item is in stock and available for standard dispatch, estimated delivery is usually 3–7 working days for mainland UK addresses.

Some products are supplied directly from manufacturers, distributors or third-party warehouses. These items may have longer lead times and may not be available for immediate dispatch.

3. Delivery Costs

Delivery charges depend on the product, order value, delivery method, destination, product size, weight and whether any specialist handling is required.

3.1 Mainland UK Delivery

For many standard online orders, mainland UK delivery charges may be calculated at checkout. The current guide for standard mainland UK delivery is:

Free delivery, where offered, applies to eligible standard mainland UK deliveries only. It does not automatically include installation, assembly, upstairs delivery, specialist access, timed delivery, delivery to restricted locations, pallet breakdown, disposal, storage, failed delivery charges or other additional services.

3.2 Highlands, Islands and Remote Areas

Delivery to the Scottish Highlands, islands, Northern Ireland, Isle of Man, Channel Islands and other remote or restricted areas may require a separate quotation and may take longer.

Please contact us before ordering if your delivery address is outside standard mainland UK courier coverage.

3.3 International Delivery

We do not currently offer automatic international delivery through the website. If you are outside mainland UK, please contact us before placing an order so we can confirm whether delivery is possible and provide an appropriate quotation.

3.4 Republic of Ireland

We do not currently offer standard online delivery to the Republic of Ireland. Please contact us before ordering if you would like to discuss possible options.

4. Delivery Methods

Depending on the item, your order may be delivered by parcel courier, pallet network, freight carrier, manufacturer delivery, two-person delivery, our own team, or a specialist installation partner.

4.1 Parcel Delivery

Smaller items may be delivered by parcel courier. Tracking information is usually provided once the order has been dispatched.

4.2 Pallet Delivery

Large or heavy items may be delivered on a pallet. Pallet deliveries are usually made to the nearest safe kerbside or accessible delivery point at the address.

Pallet delivery does not normally include moving goods inside the building, upstairs, through narrow access, across gravel, over thresholds, into a gym space, removing packaging, assembling equipment or disposing of pallets unless expressly agreed in writing.

4.3 Commercial and Project Delivery

Commercial gyms, studios, schools, hotels, sports clubs and multi-item project orders should contact our sales team to discuss delivery, installation and site requirements before ordering.

Commercial orders may require a scheduled delivery date, phased delivery, site survey, RAMS, additional labour, specialist handling or installation team availability.

5. Delivery Is Not Installation

Delivery and installation are separate services unless your quotation, invoice or order confirmation clearly states that installation is included.

Unless expressly agreed in writing, delivery does not include:

• installation;
• assembly;
• positioning equipment in a specific room or gym layout;
• upstairs or downstairs movement;
• removal of packaging;
• disposal of old equipment;
• removal of pallets;
• calibration, commissioning or software setup;
• floor protection;
• specialist lifting or access equipment;
• electrical work, internet setup or building works.

If you require installation, assembly, positioning, decommissioning, relocation or removal of old equipment, please contact us before ordering so this can be quoted and scheduled correctly.

6. Access Requirements

You are responsible for ensuring that the delivery address is suitable and accessible for the goods ordered.

Before delivery, please check:

• the delivery address is correct and complete;
• there is safe parking and unloading access for the delivery vehicle;
• doorways, corridors, lifts, stairways and turns are wide enough;
• ceilings, floors and access routes are suitable for the equipment;
• the site is ready, safe, clean and free from obstruction;
• someone suitable is available to receive and sign for the delivery;
• any required permissions, landlord approvals, loading bay access or parking arrangements are in place;
• you have arranged sufficient people or equipment to move goods from kerbside or pallet drop-off where required.

If access is unsuitable, unsafe, restricted or materially different from the information provided, delivery may fail and additional charges may apply.

7. Delivery Dates and Times

Deliveries usually take place Monday to Friday during normal delivery hours. Some couriers may deliver outside these times, depending on their service.

Where tracking is available, you may receive updates directly from the courier by email or SMS.

Delivery windows are estimates and are not guaranteed unless we have expressly agreed a timed or dedicated delivery service in writing.

Delivery times can increase during busy periods, including Black Friday, Christmas, January, bank holidays, sales periods and peak commercial installation seasons.

8. Split Deliveries

If your order contains multiple items, they may be delivered separately, on different dates, or by different carriers.

This can happen where items are dispatched from different warehouses, supplied by different manufacturers, have different lead times, or require different delivery methods.

You will not usually be charged extra for split delivery unless additional delivery arrangements have been requested or agreed.

9. Failed Deliveries, Waiting Time and Redelivery

If delivery cannot be completed due to customer-related reasons, we may charge for failed delivery, waiting time, storage, redelivery, additional labour, additional vehicle requirements or administration.

Customer-related failed delivery reasons may include:

• nobody being available to receive the delivery;
• incorrect or incomplete delivery details;
• restricted access not disclosed before delivery;
• unsuitable road, parking or unloading access;
• goods not fitting through access points;
• the site not being ready or safe;
• refusal of delivery;
• unpaid balances or unresolved order issues;
• failure to provide required access information before delivery.

Refusing delivery does not automatically cancel your order or entitle you to a full refund.

10. Checking Your Delivery

Please inspect your delivery carefully when it arrives.

You should:

• count the number of packages, pallets or items received;
• check the packaging for visible damage;
• check that the delivery matches the courier paperwork where possible;
• note any visible damage, missing items or shortage on the delivery note before signing;
• take clear photos of any damaged packaging before opening;
• keep all packaging until you are satisfied the goods are correct and undamaged.

If the delivery note states “delivered in good condition” and there is visible damage or shortage, you should mark the damage or shortage clearly before signing wherever possible.

11. Reporting Damage, Shortages or Incorrect Items

Visible damage, missing items, incorrect items or packaging damage should be reported to us in writing within 24 hours of delivery or collection.

Please email customerservices@strengthx.co.uk and include:

• your order number;
• your name and contact details;
• clear photos of the packaging;
• clear photos of the damaged or incorrect item;
• details of any missing items or parts;
• a photo of the courier label or delivery note where possible.

Concealed damage that could not reasonably be seen on delivery should be reported as soon as reasonably possible after discovery.

Late reporting may affect our ability to resolve the issue with the carrier, supplier or manufacturer.

12. Faulty Goods After Delivery

If an item appears faulty after delivery, please contact us with your order number, details of the issue, photos or videos, and any relevant serial numbers.

Depending on the product and circumstances, we may provide troubleshooting advice, arrange an inspection, supply replacement parts, arrange a repair, arrange collection, or refer the matter to the manufacturer or warranty provider.

Where a fault can reasonably be resolved by repair, replacement part, adjustment, calibration, software update or another appropriate remedy, we must be given a reasonable opportunity to put the matter right.

If goods are returned and no fault is found, or the issue has been caused by misuse, incorrect installation, lack of maintenance, unsuitable site conditions, third-party interference or accidental damage, we may charge inspection, collection, repair, redelivery or administration costs.

13. Collection of Faulty Goods

If we arrange to collect goods because they are believed to be faulty, the goods must be safely packaged and ready for collection at the agreed time.

Where possible, goods should be returned in their original packaging or in suitable protective packaging to prevent transit damage.

If the carrier attends and the goods are not ready, not accessible, not safely packaged or not available, a failed collection or rebooking charge may apply.

14. Storage and Delayed Delivery

If goods are ready for dispatch or delivery and you ask us to delay delivery, or you are unable to accept delivery, storage charges may apply.

Storage may also apply where a commercial project is delayed, premises are not ready, access is not available, or installation dates are moved at your request.

Goods allocated to your order may remain payable even where delivery is delayed due to customer-side circumstances.

15. Cancellations Before Delivery

If you wish to cancel an order before delivery, please contact us as soon as possible at customerservices@strengthx.co.uk.

Whether cancellation is possible will depend on the status of the order, whether you are a Consumer or Business Customer, whether the goods are standard stock or special-order, and whether any costs have already been incurred.

Orders may not be cancellable once goods have been dispatched, allocated, imported, specially ordered, assembled, customised, installed or prepared for delivery.

For full details, please refer to our Returns Policy and Terms of Service.

16. Commercial, Business and Gym Fit-Out Orders

Commercial orders often require more planning than standard online deliveries. If you are ordering for a gym, studio, school, hotel, sports club, workplace gym or other commercial facility, please contact us before placing your order.

We may need to discuss:

• delivery dates and site readiness;
• vehicle access and unloading areas;
• floor levels, stair access, lifts and ceiling heights;
• installation and assembly requirements;
• delivery phasing;
• health and safety requirements;
• RAMS, permits, parking, induction or site rules;
• whether old equipment needs to be moved, removed or disposed of.

Any installation, assembly, specialist delivery, project delivery or additional labour must be quoted and agreed in writing.

17. Responsibility for Site Suitability

You are responsible for ensuring that your site is suitable for the goods ordered, including access, space, flooring, power supply, ceiling height, ventilation, safety and any required approvals.

Any drawings, advice, measurements or access comments provided by us are based on the information available at the time and do not replace professional architectural, structural, electrical, fire safety, building control, planning, landlord or health and safety advice unless expressly agreed in writing.

18. Risk in Goods

Risk in the goods passes to you when the goods are delivered to the delivery address, collected by you, handed to your carrier, or otherwise made available to you, whichever occurs first.

You should ensure goods are checked, moved, stored, installed and insured appropriately from that point.

19. Force Majeure and Delays Outside Our Control

We are not responsible for delays or failure to deliver caused by events outside our reasonable control, including supplier delays, manufacturer delays, shipping disruption, customs delays, port disruption, courier delays, road closures, weather, strikes, labour shortages, vehicle breakdowns, stock discrepancies, import delays, cyber incidents, government action or other circumstances beyond our reasonable control.

Where delays occur, we will aim to keep you informed and arrange delivery as soon as reasonably practical.

20. Get in Touch

For delivery questions, current lead times, commercial project delivery, installation options or access checks, please contact us.

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