Delivery & Returns Policy
Please note that our deliveries are kerbside or on a driveway.
Cancellations/Returns
Customers wishing to cancel an order prior to delivery/collection of goods can do so either by email or by telephone which will incur an admin fee of 3% plus a restocking fee of 15% if it has already been picked.
With Proof of purchase, faulty products will be returned or replaced at no cost. Where a delivery is required for this, we will replace at our earliest possible time - allowances must be made for us to schedule a redelivery/collection.
After collection or delivery of non-faulty products, customers can choose to return goods which will incur a restocking fee of 15%. Where a collection by Quay Timber is required for this, the customer will incur any costs associated in running Quay Timber's delivery vehicle.
Terms of Delivery
Quay Timber will deliver to most parts of the North East, subject to a charge depending on distance. Deliveries are to the nearest accessible area to the delivery address such as a kerbside or driveway - we are not responsible for bringing the products indoors, etc.
Due to technical limitations delivery charges are currently selected by the customer at checkout. Where a delivery address does not match the selected delivery charge, we will attempt to contact the customer by the phone number provided in order to rectify the situation. Until the correct delivery charge has been added to the order, we will not deliver.
Deliveries are aimed to arrive within 7 days of the order date, and we will attempt to contact the customer as soon as possible by text to inform you of your delivery slot if this is not a convenient time you must inform us 3 days before the allocated date otherwise your order will be picked and ready to deliver which cannot be changed. If you refuse delivery we will have to charge you for the delivery costs and a restocking fee of 15% to cover administration costs incurred by ourselves.
Whilst deliveries are scheduled to arrive on the arranged day, Quay Timber makes no guarantees as to the delivery time - however where a phone number has been provided, we will attempt to contact you immediately before setting off to deliver.
Opening Hours:
Below are our opening times;
Monday: 7:30am - 4:30pm
Tuesday: 7:30am - 4:30pm
Wednesday: 7:30am - 4:30pm
Thursday: 7:30am - 4:30pm
Friday: 7:30am - 4:30pm
Saturday: 8:00am - 12:00pm
Sunday: Closed
Drive-through gates close 15 minutes before closing time.
Our Address:
Quay Timber,
Chillingham Industrial Estate,
Back Chapman Street,
Newcastle upon Tyne,
Tyne and Wear,
NE6 2XX