COVID-19

We are a small family business consisting currently of two staff, our premises aren't open to the public. 

We are continuing deliveries as normal to the UK (24/03/20).

For now we are suspending deliveries to non-UK addresses. 

The information we have received from ParcelForce on 17/03/20 is 'Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19).'

The information we have received from Royal Mail on 20/03/20 is:

'1. Can customers catch coronavirus from the mail?
Public Health England has advised that there is no perceived increase in risk of contracting the new coronavirus for handling post or freight from specified areas. From experience with other coronaviruses, we know these types of viruses don’t survive long on objects, such as letters or parcels.'

We heard an advisor say new research has indicated the virus may last on cardboard for a day.

As an added precaution to this, the following may be of help: putting the parcel into a safe quarantined area for a number of days you are satisfied with and cleaning hands as soon as you receive the parcel. The key government advise being to keep washing your hands and don't touch face. We are not experts in this however it seems common sense to us and is the sort of procedure we are following to help prevent catching the virus. Following the up-to-date government advice is key and trumps anything we have put here in relation to COVID-19.

We are currently receiving more orders than normal at this time probably due to the above and probably due to customers enjoying woodworking in their times of self-isolation.

 

The following information was received from ParcelForce on 17/03/20...

NOTICE OF RESPECIFICATION OF SERVICE1

Parcelforce Worldwide Update - Coronavirus (COVID-19)
Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). From experience with other coronaviruses, we know that these types of viruses don’t survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

We are actively monitoring this rapidly evolving situation. We take the health and safety of our people and customers very seriously. We have provided guidance to our people, our customers and communities in which we operate, to help prevent the spread of any infection. We are doing so in line with preventative guidance from PHE.

Changes to our delivery procedure in relation to signing for and receiving items in the UK
In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture electronic signatures. Our drivers will instead log the first and last name of the person accepting the item and we will record the geolocation of the delivery. This will apply to all deliveries that normally require a signature.

If recipients are unable to come to the door or are self-isolating, we will post a customer contact card in the normal way, advising of other ways the recipient can arrange to get their item. For example, by getting a friend or family member (who is not resident with someone who is self-isolating) to collect the parcel from their local Parcelforce depot or Post Office branch, as specified on the card. They will need to bring along the card we left and a form of ID in the name of the person the item is addressed to. Examples of suitable ID are specified on the card.

Suspension of UK service guarantee
Due to the current situation, there are significant impacts on our ability to maintain all our usual service levels. We will continue offering our services, receiving and delivering parcels for our customers but there may be disruptions to some services under current conditions.

As a result, we will be suspending service guarantees from 18 March 2020 but will seek to ensure ‘all reasonable endeavours’ to maintain service levels where we can.

 
The actions we are taking, are twofold:
  Same day ad hoc collections will be suspended, however you can still book an ad hoc collection for the next working day. We ask that parcels are immediately ready for collection so that we can collect as efficiently as possible
  Timed services will be reviewed and where possible maintained but we will continue to keep you informed of restrictions. We expect that changes may be staged as the situation evolves, keeping our next working day morning services in place for now
 

Our contingency plans
In the event we need to close one of our sites, this decision would be made in line with Public Health England guidance. Parcelforce Worldwide has many years’ experience of contingency planning for a number of different scenarios. We will follow the Government’s advice and work closely with the relevant authorities. We have extensive experience in being able to quickly deploy business contingency plans so we continue to provide customers with access to our services.

 

Delivery

Toolnut promise to dispatch all orders in a timely manner using a respectable courier service.

Toolnut will in most cases dispatch orders within 2 working days from the time in which the order is received, often within one working day.

A few items are sent directly from the supplier (these will be clearly marked in the product description). These items will usually be dispatched within two working days however they may take longer if the supplier happens to be out of stock. If you require these items in a timely manner, please contact us for availability.

Please note: we are unable to send to any PO Box/Mail Storage/Mail Forwarding type addresses or any Hotel/B&B type addresses.

 

UK Delivery

The minimum delivery charge is £2.95.
The most paid usually is £4.95.

Click the 'buy' button on the item(s) you wish to purchase to view the delivery cost in your basket. (Please see below for exceptions)

Toolnut will in most cases use a delivery service with an estimated delivery time of 1 - 2 working days.

Toolnut generally use Royal Mail courier services for items weighing under 2kg. Toolnut mainly Parcel Force courier services for parcels weighing in excess of 2kg.

Parcels in many cases will be sent using a signed for delivery service, requiring the customer to sign for the parcel on arrival.

Parcels will be returned to the couriers local depot if the customer is not present at the delivery address at time of delivery. In most cases the courier will automatically attempt to redeliver the parcel on the next working day. The courier will leave a calling card with further details. Customers are able to either rearrange delivery by contacting the courier or the customer can collect the item from the couriers local depot.

For parcels sent via courier we pass the customer phone number and email onto the courier so should the driver need to contact you, they can contact you directly, this also allows for tracking details to be sent to customers.

EXCEPTIONS:
Customers residing at Channel Island, Highlands and Northern Ireland addresses may have to pay additional delivery costs to the default UK delivery costs shown: a general rule on the pricing, parcels weighing less than 2kg and being under 61cm in length will be charged at the default UK delivery prices. Parcels weighing more than 2kg or longer than 61cm in length may incur an additional fee.

Customers residing at Ireland addresses will have to pay additional delivery costs to the default UK delivery costs, this can automatically be found by adding an item to the basket and clicking on the 'Ireland' delivery option.

 Heavy Items over 15kg - £9.60

If you have any questions relating to delivery, please contact us.

Please read Section 4 of our Terms and Conditions for full terms relating to the delivery service.

 

Europe Delivery

The minimum delivery charge is £9.45.

Click the 'add to basket' button on the item(s) you wish to purchase, then in your basket select your country delivery option to view the delivery cost.

Toolnut will in most cases use a delivery service with an estimated delivery time of 3 - 8 working days.

Toolnut use a range of courier services for overseas delivery.

Parcels in many cases will be sent using a signed for delivery service, requiring the customer to sign for the parcel on arrival.

 

If you have any questions relating to delivery, please contact us.

Please read Section 4 of our Terms and Conditions for full terms relating to the delivery service.

 

World Delivery

NOTE: We are unable to deliver to America.

Generally items weighing under 2kg will cost between £12.50-£30.

 

Packaging

Most of the packaging we use is either recyclable, biodegradable or recycled/re-used packaging.

 

Returns & Replacements

Please contact us should you need to return an item.

Please also view the 'Returns' section on our terms page.

If the unfortunate case occurs where a replacement is needed, the original item must first be returned before a replacement can be sent. If an item is needed quickly, a new item can be purchased from the website (please check or ask to see if it is available) and if the item is in our stock the item will usually be dispatched within two working days. We will then issue a refund for the returned item once received.