Pallet Deliveries: Lorry Access, Kerbside Delivery and What to Expect
Orders over 100kg, which includes most gym flooring orders, travel on a pallet. This article explains how a pallet delivery works and answers the questions we're asked most often. For parcel deliveries, and how to tell which one your order is, see Parcel or Pallet? How Your Order Is Shipped and Tracked.
The lorry access message
After you place a pallet order we send you a short message asking whether a large lorry can reach your address. It's a quick check so we can book the right vehicle first time.
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If access is fine, reply to say so, or simply don't reply. We'll book the standard vehicle.
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If access is tight, reply and tell us. We'll mark your order as restricted access and ask the courier to send a smaller vehicle. There's no extra charge for this.
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Not sure whether your order is on a pallet? Reply and ask. Smaller orders go by parcel courier in a van, so lorry access doesn't matter.
What size is the lorry?
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Standard vehicle: a rigid lorry with a tail-lift, roughly the size of a bin lorry or large curtainsider. We don't use articulated lorries.
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Restricted access: a smaller 7.5-tonne vehicle, similar to a large removals van.
Tell us about narrow lanes, low bridges, tight turns, weight limits, new-build estates with parked cars, or anywhere a bin lorry would struggle. Marking restricted access changes the vehicle size only. It doesn't change where the driver can leave the pallet.
Where the driver can leave the pallet
Pallet deliveries are kerbside. The driver lowers the pallet on the tail-lift and moves it with a pallet truck to the nearest point the vehicle can reach on a solid, flat surface, usually a driveway or pavement.
The driver can't:
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Move a pallet over gravel, grass, loose stone or steep slopes
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Take it up or down steps or kerbs without a dropped kerb
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Bring it inside your home, garage or building
Drivers are usually helpful and will get the pallet as close as they can, but they follow the courier's health and safety rules, so please plan to move the tiles yourself from where the pallet lands. Most customers unwrap the pallet and carry the tiles in one at a time. A 20mm tile weighs about 17.5kg.
If your address has a loading bay or a hard-standing area, let us know and we'll add it to the delivery instructions.
Someone needs to be there
Pallets can't be left unattended. Someone over 18 needs to be at the address to receive the delivery and sign the driver's sheet. If no one is in, the delivery fails and redelivery, return or storage charges may apply.
If you'd like the pallet left without a signature, for example on your driveway, tell us before the delivery day. We can pass a leave safe instruction to the courier, but the goods are then left at your own risk.
On the day
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Our pallet deliveries travel on the Pall-Ex network and are delivered locally by Reddo Transport.
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You'll receive a 2-hour delivery window by text or email on the morning of delivery. Check your spam folder if nothing has arrived by mid-morning.
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Deliveries are Monday to Friday, during the day. The courier sets the time, so we can't promise a morning or afternoon slot, but we're happy to pass on a preference.
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If you have a question on the day of delivery, you can call Reddo Transport on 01904 946919 with your name and postcode, or message us and we'll chase it for you.
Delivery instructions
Tell us anything the driver needs to know, ideally before your order is dispatched:
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Gate codes, entrances to use, or "come round the back"
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An alternative phone number in case the driver can't reach you
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Opening hours for a business address
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Days or times to avoid, such as a school run
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What3Words for new builds or addresses that sat-navs struggle with
Add these to the order notes at checkout, or message us through the chat box on the website, and we'll add them to the courier instructions.
Your flooring on the pallet
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Tiles are stacked and wrapped in black plastic. The wrap keeps the weather off in transit, but please unwrap and bring the tiles indoors as soon as you can.
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Connectors, ramps and other small items are packed in a plastic pouch tucked against the side of the stack, inside the wrap. Check there before reporting anything missing.
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Please check the tiles over as soon as possible. Report any transit damage within 48 hours with photos of the item and the packaging.
Need a different day?
See Choosing a Delivery Day, Holding Your Order and Faster Delivery for holds, rescheduling and what we can and can't arrange.
