Delivery and Shipping Policy

Delivery & Shipping Policy

At The Savvy Caters (operated by The Savvy Trade Limited), we specialise in supplying heavy-duty commercial catering equipment to hospitality venues and trade professionals across the United Kingdom.

Please read this policy carefully before completing your purchase. Commercial freight logistics differ significantly from domestic parcel deliveries.

1. Delivery Options & Shipping Rates

  • Standard Mainland UK Delivery (FREE): We offer Free Standard Delivery on all qualifying orders delivered to mainland England, Wales, and lowland Scotland (estimated 1–5 business days).
  • Next Working Day Priority Delivery Upgrade (Paid):
    • Available at checkout for select in-stock products and eligible UK mainland postcodes for an additional surcharge calculated at checkout.
    • Cut-Off Time: Orders must be placed and payment cleared before 12:00 PM (GMT), Monday to Thursday. Orders placed after 12:00 PM Thursday, or across Friday and the weekend, will be dispatched on the next working day (Monday, excluding UK Bank Holidays).
    • Best-Endeavours Service Notice: Next working day delivery is provided strictly on a best-endeavours basis. While our freight and courier networks make every reasonable effort to achieve next-day delivery, next-day arrival cannot be unconditionally guaranteed. Unforeseen operational circumstances beyond our reasonable control—including adverse weather, road closures, traffic delays, vehicle or tail-lift mechanical failures, local depot over-capacity, or courier misrouting—may occasionally extend transit times.
    • Limitation of Liability: The Savvy Trade Limited accepts no liability for indirect losses, kitchen downtime, business disruption, or third-party engineering call-out fees incurred as a result of carrier transit delays.
  • Non-Mainland & Remote Areas: For deliveries to the Scottish Highlands & Islands, Northern Ireland, Isle of Wight, Isle of Man, or the Channel Islands, please contact us at info@thesavvycaters.co.uk prior to placing an order. Surcharges and transit feasibility must be confirmed in writing before dispatch.

2. Order Processing & Estimated Transit Windows

  • Standard Cut-Off Time: 12:00 PM (GMT), Monday to Friday. Orders placed after 12:00 PM or during weekends/Bank Holidays will be processed the following working day.
  • Handling Time: 0–1 business days.
  • Standard Transit Time: 1–4 business days (Monday to Friday, delivery window: 8:00 AM – 6:00 PM).
  • Next Working Day Transit Target: 1 business day (when ordered prior to 12:00 PM Monday–Thursday).
  • Consignment tracking numbers are automatically emailed once the carrier collects goods from the warehouse.

3. Shipping Methods & Commercial Delivery Conditions

Small to Medium Items (Tracked Parcel Courier)

Accessories, countertop appliances, and light components are dispatched via tracked parcel services (e.g., DPD, DHL, Parcelforce). A signature is required upon delivery.

Large & Heavy Machinery (Pallet Freight)

Heavy, bulky, or fragile commercial equipment (including combi ovens, dishwashers, cooking ranges, and commercial refrigeration) is transported securely strapped to wooden pallets via national tail-lift freight networks.

  • Strictly Kerbside Delivery Only: By industry standard, pallet carriers operate on a kerbside-only basis. Couriers are strictly prohibited from moving machinery inside premises, navigating steps/stairs, moving items across gravel/grass, uncrating machinery, or disposing of packaging/pallets.
  • Site & Access Responsibility: It is the customer’s sole responsibility to ensure that adequate personnel or lifting equipment (e.g., pallet truck, forklift) is available on-site to transport the unit from the kerb into your venue. Please ensure access doorways, corridors, and ceiling heights can accommodate the crated footprint of the equipment.

4. Site Accessibility, Refusals & Failed Deliveries

Deliveries take place between 8:00 AM and 6:00 PM on business days. To prevent costly logistics charges, please ensure your site is open, manned, and accessible.

  • Heavy Vehicle Access: Heavy goods are delivered using 18-tonne to 26-tonne rigid lorries with tail-lifts. You must inform us in advance at info@thesavvycaters.co.uk if your location has access restrictions (e.g., pedestrianised streets, red routes, weight restrictions, low bridges, narrow lanes, or specific loading bay windows).
  • Failed Delivery Charges: If delivery cannot be completed due to:
    1. The premises being closed or unstaffed during agreed delivery hours,
    2. Refusal of delivery without valid cause or prior agreement,
    3. Physical access restrictions that prevent the freight lorry from stopping or operating its tail-lift, or
    4. Inadequate site preparation to receive palletised freight,
    the consignment will be returned to the regional depot. The customer will be liable for the actual redelivery fee and/or daily depot holding charges levied by the freight carrier.
  • Consignment Re-routing & Order Cancellations in Transit: Once heavy machinery has been manifested or dispatched, consignments cannot be rerouted without incurring logistics charges. If an order is cancelled or refused after dispatch due to access or site issues, initial shipping costs, return freight fees, and pallet restocking charges will be deducted from any final refund.

5. Inspection Upon Delivery & Damaged Shipments

Due to commercial freight carrier limitations, strict damage-reporting protocols apply to all shipments:

  • Inspecting Pallet Freight: You or your designated representative must inspect the outer packaging and shock-indicators before signing the carrier’s electronic delivery note or manifest.
    • If visible damage, punctures, tipping, or pallet distress is identified, you must sign the delivery receipt clearly as “DAMAGED” or refuse delivery entirely.
    • Signing as “unchecked” or “unexamined” is not accepted by commercial logistics underwriters and invalidates transit insurance claims.
  • Reporting Window: Any transit damage, concealed transit flaws, or missing items must be reported in writing to info@thesavvycaters.co.uk within 24 hours (and no later than 48 hours) of physical receipt.
  • Required Evidence: Reports must include clear, high-resolution photographs showing:
    1. The consignment label/shipping note,
    2. The damaged outer cardboard/wrapping,
    3. The unit on the wooden pallet, and
    4. Detailed close-ups of the physical damage.

Failure to report transit damage within this timeframe restricts our ability to lodge a formal carrier claim or issue a prompt replacement.

6. Trade Installation Disclaimer

Commercial catering appliances require certified connection (e.g., Gas Safe engineers, commercial electricians, or professional water treatment specialists).

Do not pre-book or schedule tradespeople or installation engineers until your order has physically arrived on-site, has been unpacked, and has been thoroughly inspected for transit damage and functionality. The Savvy Trade Limited accepts no liability or financial responsibility for third-party tradesperson call-out charges, venue downtime, or project delay costs.

7. Company & Contact Details

For dispatch status, access enquiries, or tracking assistance: