DELIVERIES & RETURNS
All standard orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. Express orders will be processed same day (excluding weekends and holidays).
You will receive another notification when your order has shipped.
Shipping options and charges for your order will be calculated and displayed at checkout.
LOCAL DELIVERY
SBT Offer a speedy and cheap in-house delivery service, but there are some terms and conditions that need to be met:
- Local Delivery is offered to anybody that places an order to a delivery location within 5 Miles of our Head Branch, Unit 1-3 Crofton Court. Unfortunately, we are unable to provide local delivery further than this at the moment.
- If we cannot reach your location, or your order does not fit in schedule, we may use third party couriers to distribute your order. SBT Reserve the right to send goods in any means necessary. Although, we will try to get it to you as soon as possible!
- We offer a premium of SAME DAY FREE Delivery on orders over £25.00 for local deliveries. This is subject to change.
- You must be present at the property at the time of delivery. We require a POD signature of the recipient upon delivery. If we cannot get this signature, we will return your order to SBT, and will send it out using a third party courier - This may prolong or void your delivery timeframe. Please refrain from using our Local service if you think you will not be present at the delivery location!
- SBT will notify you via E-Mail when your order is ready, and despatched.
- We will aim to get your goods to you in a maximum of 3 working days - However, if we are unable to deliver goods using our local service - or you miss the delivery, your order may take up to 7-10 Working days.
- SBT will not leave goods in a "safe place" or "safe location".
FREE DELIVERY & DELIVERY OPTIONS
We offer a variety of delivery options at our checkout, so you can choose who we send your parcel with. However, there are times and scenarios where SBT may not be able to send goods with your chosen courier, depending on the nature of your order.
Our courier partners have policies and conditions in place that restrict certain items and products from being sent. For example, if your parcel weighs over 10KG, We cannot send this via Evri. If your parcel is sent on a pallet, or weighs more than 20KG, we may resort to third party courier services, unlisted online.
The above examples is just one of many cases we may encounter when dispatching goods. The team at SBT will do our best to meet your delivery criteria, but should this not be suitable, we will substitute the selected service for a suitable one.
SBT reserve the right to make changes and amendments to your courier options, to allow us to dispatch and send goods as quickly as possible. SBT only use trusted courier services, and aim to provide the best service possible. If you can only use a certain courier, please contact us prior to placing your order, or as soon as you place your order so we can prepare your order in a suitable way for the selected courier service.
If you are waiting for goods to arrive, or if your order is late, please contact a member of our team (if we haven't been in touch) for an update.
We may distribute parcels on different courier services if necessary.
STANDARD DELIVERY TERMS
All orders, excluding Local delivery and Collection, are subject to handling of 3rd party courier services. Please see our Terms & Conditions below on how SBT are involved when sending goods using third party courier services:
SBT are liable for goods within the warehouse and packing department, we will quality assure your product and packaging before sending.
As soon as your goods are handed over to any of our courier services, SBT are no longer held liable for the protection, quality or speed of goods. If you require special instructions for delivery, please contact our courier service direct. This will be provided via email or SMS once your order has been despatched.
Our couriers will only attempt to deliver your parcel twice. If delivery is failed after 2 delivery attempts, SBT reserve the right to withold goods until proper payment has been taken for the re-delivery of goods. Regardless of order value or size, you are held liable for the receiving of goods, and are subject to additional carriage fees in the event of a re-delivery.
If goods are returned to SBT due to a failed delivery, a member of SBT will be in touch regarding the re-delivery of your order.
If the delivery address you entered is incorrect, and goods are sent to the incorrect address, SBT are not responsible for the retrieval or replacement of goods. We emphasise that all details are checked and confirmed when checking out to avoid the mis-delivery of goods.
Failing to do so may result in missing goods. SBT will always be happy to provide POD on any orders placed online or in-store.
DELIVIERIES TO NORTHERN IRELAND & SCOTTISH HIGHLANDS
Delivery times for addresses in Northern Ireland or the Scotland Highlands will not be updated at the checkout. However, these areas may incur an extended lead time. We will try to get your order out as soon as possible, but please allow between 5-10 working days for these orders to be processed on Standard and Economy rates, or 4-7 working days on express delivery.
SBT are not held liable for the late delivery of goods to these locations. Couriers rates will be charged as standard for delivery to these locations. Please contact us if you are unsure on deliveries to your address.
INTERNATIONAL DELIVERIES & ROI
SBT offer international delivery rates to customers overseas. Our rates are charged at a flat rate depending on the order value. These are subject to change at any point, and live pricing will be displayed at the checkout.
All international deliveries are subject to duty fees and local taxes dependent on the delivery location. These fees will require payment before goods are to be despacthed by your local courier. SBT will not be held liable for the payment of Duty fees, Clearance fees, Taxes or any relating outstanding payments. These additional fees are paid by the end user/customer (You) when the delivery is made.
We may be able to ship goods to you sooner than quoted at the checkout at an additional cost. Contact a member of SBT today to discuss express inernational shipping.
Goods shipped overseas will not be imposed with the standard GBP VAT rate.
SBT can only deliver to selected locations. Our Inco-terms are DDU (Duty Unpaid)
COLLECTION
You can skip the shipping fees with free local pickup at our Trade Counter – SBT Ltd, Units 1-3 Crofton Court, Crofton Road, Portrack, Stockton on Tees, England, TS18 2QR. OR: Unit 6 Copeland Court, Riverside Park Industrial Estate, TS2 1RN.
After placing your order and selecting COLLECTION at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email / call you when your order is ready along with instructions. Please do not travel to store until you are notified that your order is ready for collection.
Our in-store pickup hours are Monday – Friday 8am – 5pm. Please have your order confirmation email or order number/receipt with you when you collect.
BACKORDERS & PRE-ORDERS
If the product you are looking to order does not display a live in-stock amount, then SBT may not have the product on-hand. This does not mean that we won't be able to deliver your order within the quoted lead time at the checkout.
Our inventory runs based off of our supplier stock levels, as well as our on-hand stock. Supplier stock levels may take longer to update, and we do our best to keep on top of any in-stock/out-of-stock discrepancies.
If an item you order is temporarily un-available, our team will be in touch as soon as possible to notify you of this. To check stock availability please contact us either online, over the phone or by E-Mail.
On-Hand stock is displayed with an exact figure. I.E: "28 In-Stock, Ready To Be Shipped"
Products left on back order will be dispatched on an express courier service to you as soon as the goods arrive at our warehouse. Lead times may vary. When an item is placed on back order, you are entered into a queue under a first-come-first-served basis. If you cancel a back order, then you will be removed from this queue and as a result may come an extended lead time in the event of a sell out.
Orders that are left on backorder can be amended or cancelled at any time with no additional cost. Part orders can be dispatched on request if necessary.
SBT will always contact you if an order you place has an item that has to be placed on back order. We will use the contact information you provided at the checkout to get in touch, if we cannot reach you, your order will be placed on back order automatically after 14 days from when we took payment for goods.
PRE-ORDERS
Pre-Ordering items is available on selected products online. Items that display PRE-ORDER in a red box on the product image, "Pre-Order Today" on the add to cart button, and have additional information underneath the Pre-Order buttons are eligible for Pre-Ordering.
Payment must be accepted upfront for Pre-Orders, unless processed on your trade account when possible with SBT. All Pre-Orders are placed into a queue, on a first-come first-served basis. Our team will constantly notify you on any changes or delays that may occur should you have an item on back order or pre-order.
Pre-Order items may not display a lead time, and lead times can vary. To find out more on estimated delivery dates on items available to Pre-Order, please contact us today.
Whilst your Pre-Order is active, you can cancel or amend at any time without any additional fees. Returns will not be accepted once your Pre-Order has been fulfilled, and goods have left our warehouse unless faulty or damaged on delivery or Pre-Ordered and dispatched within the 14 days return period. Should you wish to return an item that is faulty or damaged, your refund will be liable to the standard Returns Terms & Conditions (below).
Pre-Ordered items will not be delivered within the stated timeframes at the checkout. In the event that you cancel a Pre-order, you will lose your place in the queue and stock will no longer be held to fulfill your order. This may result in an extended wait in the event of a sell-out.
If your item is faulty or damaged prior to use, then we can accept returns under these circumstances. Please contact our team to discuss further on how you can return your Pre-Ordered product.
SBT will not notify you that an item has been Pre-Ordered. You will receive 2 confirmation E-Mails upon completing your purchase as proof of purchase. You can request an update on Pre-Ordered items at any point.
RETURNS
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Items that are of special requirements
- Items that are bought in and are not stock items
- Products that have already been despatched on Pallet, Split or Heavy Load Delivery.
ALL ITEMS RELATING TO COVID-19 ARE NON-RETURNABLE.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Some products may incur up to a 20% restocking fee upon returning them – you will be notified of this prior to the refund process.
There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
- Orders processed using AMEX.
It is the customers (Your) responsibility to ensure that the product you purchase is suitable for you. SBT will not accept liability for: Incorrect goods ordered, Incorrect clothing size, Accidental orders, Similar.
Should you wish to return an order to SBT, you must post the goods yourself in whatever way suits you. Our returns address will be provided on the Invoice you receive in the parcel, or you can find this below:
To return your product, please send to: Online Returns, Stockton Bearings & Transmissions Ltd. (SBT Ltd), Units 1-3 Crofton Court, Crofton Road, Portrack, Stockton on Tees, England, TS18 2QR.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs paid on the original order are non-refundable. If you receive a partial refund, and goods are returned to you, the cost of return shipping will be deducted from your refund or payment will be required prior to the dispatch of the replacement goods.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Contact us for further information.
If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. SBT will not be held liable for the displacement of goods during a returns process, if we do not receive your items we reserve the right to refuse a refund until the goods return to us in suitable condition.
Please ensure you return your VAT invoice, or packing slip along with the goods you are sending back to us. This will allow us to identify your order, and speed up the returns process. You may also leave any instructions in the parcel, if you haven't contacted a member of SBT with regard to your return.
If you are returning a faulty or damaged product, SBT will carry out product wellness checks on the return of your goods. If the product is not faulty, you may be liable to fees imposed on your refund.
Undamaged goods returned in working condition, claimed under faulty goods may carry a fee of up to 25% of the total order value.
Undamaged goods returned in working condition, claimed under faulty goods will reverse the right for SBT to withhold carriage fees and delivery charges, as well as impose additional fees (listed above).
INTERNATIONAL RETURNS POLICY
If your order has been shipped overseas to a delivery location outside of the UK Mainland, our standard returns policy is not applicable. Please read more below on our international returns policy:
SBT will not be held liable for the wrongful ordering of incorrect goods. You may be eligible to cancel your order if the order cancellation request is processed before the goods are despatched. As soon as goods leave SBT, your order cannot be cancelled.
You may be able to return your order for a partial refund if necessary. Please note that any returns from international delivery locations will not be funded for by SBT. It is the customers (Your) responsibility to pay for the returns on any goods you wish to be refunded for. As soon as your items arrive back at SBT, they will be inspected. Should they be liable for a refund, we will contact you to confirm this.
Full refunds are not supported for orders shipped overseas - You will be refunded for the below:
Cost of Goods - Shipping costs, duty fees, taxes & related fees = Total refund.
Please ensure your order is correct before placing, and if you are unsure, contact a member of our team to discuss.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund request is approved, there may be a fee of up to 10% depending on the payment method used in addition to other applicable fees, See more information on this below:
UK Card Payments – Up to 4%
International Card Payments – Up to 6%
AMEX - Up to 10%
Paypal – 0%
POA (Trade Account) – 0%
BACS / Pro-Forma Payment - 0%
Apple Pay/Google Pay - Up to 3%
These fees are imposed from the third party payment provider when a transaction is processed. To avoid these fees, please make sure you check your order is correct. If you are unsure – feel free to contact us at any point for technical or general support on products and other enquiries.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 5 working days before contacting us for a refund to be transferred back into your account.
You can cancel an order if your order has not been processed by SBT. Processing times vary and can take as little as 15 Minutes from the point of order - If you cancel within this time, we will notify you on the status of your order.
Any orders that are cancelled within the appropriate timeframe are refundable. If you cancel an order beyond the processing timeframe, you may be eligbile to cancel your order still - Charges may apply.
If your order contains a product that is non-returnable or non-refundable, SBT will not be able to return any funds (Read above).
SBT will contact you prior to refunds being sent to confirm you are happy with the transaction in the case of a partial refund. This message will include any applicable fees that may be imposed on your refund. SBT will use the contact details provided at checkout by the customer to make contact, it is the customers (Your) responsibility to ensure all contact details are correct. If we cannot contact you via E-Mail or Phone, you will automatically be refunded the offered amount, after fees.
Should SBT not receive a response within 3 working days from the initial point of contact regarding refunds or exchanges, we will automatically process your refund for the offered amount, after fees. Once a refund has been made, you will be unable to exchange items.
In the event in which You (The Customer) fails to notify SBT of a return, there may be a flat rate charge imposed on your refund. This excludes goods that have been damaged in transit. More details follow on charges imposed to the customer on un-notified returns:
Up to 20% Re-Stocking Fee (Based on order total).
Delivery Charges will not be refunded.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@sbtltd.co.uk
SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to sales@sbtltd.co.uk and advise of your exchange request. It is always helpful to attach any images detailing the defect. You should receive a reply from our team in 24-48 hours (excluding weekends and holidays).
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift-giver, and they will find out about your return.
