Shipping policy

This Shipping Policy applies to orders placed with TAVENOR GAMES LIMITED, company number 17351144, through our website or through another ordering method approved by us.

This policy should be read together with our Terms of Service and Returns and Refund Policy.

1. Wholesale Shipping

Our store is intended primarily for wholesale and business customers.

Wholesale orders may contain multiple products, cartons or separate parcels. Shipping methods, costs and estimated delivery times may depend on:

  • the delivery destination;

  • the total order value;

  • the number of products ordered;

  • parcel dimensions and weight;

  • product availability;

  • carrier restrictions;

  • whether pallet or freight delivery is required;

  • customs and import requirements.

Placing an order does not guarantee that a particular delivery method will be available.

2. Order Processing

Orders are processed after:

  • the order has been accepted;

  • cleared payment has been received, unless approved credit terms apply;

  • required customer information has been verified;

  • all necessary delivery details have been provided;

  • any fraud-prevention or payment checks have been completed.

Orders are normally processed on business days, excluding weekends and public holidays in England.

Orders placed outside normal business hours may begin processing on the next available business day.

3. Processing Times

Estimated processing times may be displayed on the product page, during checkout, in an order confirmation or in a separate quotation.

Processing times are estimates and may vary because of:

  • order size;

  • product availability;

  • seasonal demand;

  • stock transfers;

  • warehouse capacity;

  • payment verification;

  • address verification;

  • special packaging requirements;

  • carrier collection schedules;

  • circumstances outside our reasonable control.

Processing time is separate from delivery time.

4. Product Availability

All orders are subject to product availability.

Where part of an order is unavailable, we may:

  • delay the order until all products are available;

  • dispatch available products separately;

  • contact the customer to agree an alternative;

  • cancel the unavailable products;

  • issue a refund or account credit for unavailable products;

  • cancel the entire order where partial fulfilment is not commercially reasonable.

We will contact the customer where a material change to the order is required.

5. Delivery Areas

We may offer delivery within the United Kingdom and to selected international destinations.

Delivery availability depends on:

  • the destination country or region;

  • carrier coverage;

  • product restrictions;

  • parcel size and weight;

  • customs requirements;

  • sanctions and export controls;

  • local import rules;

  • commercial practicality.

We reserve the right to refuse delivery to any destination that cannot be served safely, lawfully or commercially.

6. Delivery Methods

Depending on the order and destination, products may be delivered by:

  • standard parcel delivery;

  • express parcel delivery;

  • tracked courier service;

  • pallet delivery;

  • freight service;

  • another suitable logistics provider.

The delivery method shown at checkout may be changed where necessary because of the order’s size, weight, value or destination.

Where a change affects the delivery cost materially, we may contact the customer before dispatch.

7. Shipping Charges

Shipping charges may be calculated using:

  • parcel weight;

  • volumetric weight;

  • number of cartons;

  • pallet requirements;

  • delivery destination;

  • delivery speed;

  • carrier surcharges;

  • insurance requirements;

  • remote-area charges;

  • customs documentation requirements.

The applicable shipping charge will normally be shown during checkout, included in a quotation or communicated before the order is dispatched.

Additional charges may apply where:

  • the delivery address is incorrect or incomplete;

  • the destination is classified as remote;

  • redelivery is required;

  • a delivery appointment is missed;

  • special access equipment is required;

  • the customer changes the delivery address after dispatch;

  • the shipment exceeds the dimensions originally calculated;

  • the carrier imposes a surcharge;

  • customs or import documentation supplied by the customer is incomplete.

8. Free Shipping Offers

Where free shipping is offered, it may be subject to:

  • a minimum order value;

  • selected delivery areas;

  • selected products;

  • parcel size or weight restrictions;

  • specified delivery methods;

  • a promotional period;

  • wholesale account eligibility.

Free shipping does not normally include:

  • international customs charges;

  • import duties;

  • remote-area surcharges;

  • pallet delivery;

  • freight services;

  • redelivery fees;

  • address correction fees;

  • special handling charges.

We may withdraw or amend a free shipping offer before an order is accepted.

9. Estimated Delivery Times

Delivery times shown on the website, at checkout, in correspondence or in an order confirmation are estimates unless we expressly agree otherwise in writing.

Estimated delivery times begin after the order has been processed and dispatched.

Delivery may take longer because of:

  • carrier delays;

  • adverse weather;

  • customs clearance;

  • border inspections;

  • public holidays;

  • strikes or industrial action;

  • transport disruption;

  • incorrect delivery information;

  • remote delivery locations;

  • security checks;

  • events outside our reasonable control.

We do not guarantee delivery on a specific date unless this has been expressly agreed in writing.

10. Dispatch Confirmation

When an order has been dispatched, we may send a dispatch confirmation containing:

  • the order number;

  • the carrier name;

  • tracking information;

  • the number of parcels;

  • the estimated delivery timeframe;

  • relevant delivery instructions.

Tracking information may take time to become active after the carrier has collected the shipment.

For pallet, freight or certain international deliveries, tracking information may be limited or provided separately.

11. Tracking Orders

Where tracking is available, customers are responsible for monitoring the shipment and responding promptly to carrier notifications.

Tracking information may show:

  • collection from the warehouse;

  • movement through carrier facilities;

  • customs clearance;

  • attempted delivery;

  • delivery completion;

  • collection-point availability;

  • delivery exceptions.

A tracking status is provided by the carrier and may not always update in real time.

12. Delivery Address

Customers must provide a complete and accurate delivery address.

The delivery information should include, where applicable:

  • the recipient’s full name;

  • the business or trading name;

  • building number and street;

  • unit, warehouse or floor details;

  • city or town;

  • postcode;

  • country;

  • telephone number;

  • email address;

  • access instructions;

  • delivery hours;

  • loading or unloading requirements.

We are not responsible for delays, losses or additional charges caused by incorrect, incomplete or outdated delivery information supplied by the customer.

13. Address Changes

Address changes must be requested as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Where a carrier accepts an address change, additional fees or delivery delays may apply.

We may require payment of any additional carrier charge before requesting the change.

14. Business and Warehouse Deliveries

Customers must ensure that the delivery location:

  • is open during the expected delivery period;

  • has an authorised person available to receive the goods;

  • can safely accept the number and size of parcels ordered;

  • is accessible to the delivery vehicle;

  • has suitable unloading equipment where required;

  • complies with any carrier access requirements.

The carrier may refuse delivery where the location is unsafe, inaccessible or unsuitable.

15. Pallet and Freight Deliveries

Large wholesale orders may require pallet or freight delivery.

Unless otherwise confirmed in writing, pallet delivery may be made to the kerbside or nearest safe and accessible delivery point.

The customer is responsible for:

  • providing suitable delivery access;

  • confirming whether loading restrictions apply;

  • arranging equipment or staff for unloading;

  • ensuring that the delivery site can accept the vehicle;

  • obtaining any necessary access permission;

  • inspecting the pallet before accepting delivery.

Special delivery requirements must be communicated before the order is dispatched.

Additional charges may apply for:

  • timed delivery;

  • tail-lift service;

  • restricted access;

  • internal placement;

  • waiting time;

  • redelivery;

  • failed collection or delivery appointments.

16. Delivery Appointments

Some carriers may contact the customer to arrange or confirm a delivery appointment.

The customer must provide accurate contact information and respond promptly.

Where an agreed delivery appointment is missed, the customer may be responsible for:

  • redelivery charges;

  • storage fees;

  • waiting-time charges;

  • return-to-sender charges.

A carrier’s delivery appointment remains subject to operational and transport conditions.

17. Partial and Split Shipments

We may dispatch an order in more than one parcel or shipment.

Separate shipments may:

  • arrive on different dates;

  • be delivered by different carriers;

  • have separate tracking numbers;

  • require separate signatures;

  • be subject to separate customs processing.

The customer should review all tracking information before reporting products as missing.

Additional shipping charges will not normally be applied solely because we decide to split an order, unless the split shipment was requested by the customer or agreed separately.

18. Delivery Attempts

The carrier may make one or more delivery attempts, depending on its service terms.

Where delivery cannot be completed, the carrier may:

  • leave a notification;

  • attempt delivery again;

  • deliver to an authorised collection point;

  • hold the shipment at a local facility;

  • contact the customer;

  • return the shipment to us.

Customers are responsible for following the carrier’s instructions within the specified timeframe.

19. Signature and Proof of Delivery

A signature may be required for delivery.

Delivery may be treated as completed where the shipment is:

  • signed for by the customer;

  • signed for by an employee or authorised representative;

  • accepted by reception, warehouse or security personnel;

  • left at an authorised safe place;

  • delivered according to instructions supplied by the customer;

  • recorded as delivered by the carrier’s electronic system.

Carrier proof of delivery may include:

  • a signature;

  • recipient name;

  • delivery photograph;

  • GPS or location data;

  • date and time;

  • electronic delivery scan.

20. Safe-Place and Neighbour Delivery

Where the customer authorises delivery to a safe place, neighbour, reception desk, collection point or other alternative location, responsibility for the shipment may pass when the carrier completes delivery according to those instructions.

We are not responsible for loss or damage occurring after delivery to a location authorised by the customer, except where liability cannot lawfully be excluded.

Customers should not authorise unattended delivery where the location is unsuitable or insecure.

21. Inspection on Delivery

Business customers must inspect each shipment promptly after delivery.

Before signing for a visibly damaged shipment, the customer should, where reasonably possible:

  • inspect the outer packaging;

  • record visible damage with the driver;

  • mark the delivery as damaged;

  • photograph the shipment;

  • retain all packaging;

  • note any missing cartons.

Signing a delivery record without noting visible damage may affect our ability to submit a claim to the carrier.

22. Damaged Shipments

Damage identified at delivery should be reported to us as soon as possible and within the reporting period stated in our Returns and Refund Policy.

The customer should provide:

  • the order number;

  • the affected product name or SKU;

  • the affected quantity;

  • photographs of the damaged products;

  • photographs of the inner packaging;

  • photographs of the outer packaging;

  • photographs of the shipping label;

  • a description of the damage;

  • a copy of any damage notation made with the carrier.

All products and packaging must be retained until the claim has been reviewed.

Products must not be returned without prior written authorisation.

23. Missing Products and Delivery Shortages

Missing products, cartons or quantities should be reported within the period stated in our Returns and Refund Policy.

Before reporting a shortage, the customer should:

  • check all parcels;

  • inspect packaging materials;

  • compare the contents with the delivery note;

  • review all tracking numbers;

  • confirm whether the order was split into multiple shipments.

We may request photographs, packaging information, parcel weights or other evidence to investigate the shortage.

24. Lost Shipments

A shipment is not automatically considered lost because tracking is delayed or no recent scan is available.

Where a shipment appears to be lost, we may open an investigation with the carrier.

The customer must provide reasonable assistance, including confirmation that:

  • the delivery address is correct;

  • the shipment has not been received;

  • no employee or authorised recipient accepted it;

  • the surrounding delivery area has been checked;

  • the carrier’s delivery photograph or proof has been reviewed.

A refund or replacement will not normally be issued until the carrier investigation has been completed or we have otherwise confirmed that the shipment is lost.

25. Delivery Delays

Customers should contact us where a shipment has not arrived within a reasonable period after the estimated delivery date.

We will review the available tracking information and, where appropriate, contact the carrier.

We are not responsible for delays caused by:

  • customs authorities;

  • border inspections;

  • carrier network disruption;

  • adverse weather;

  • strikes;

  • transport accidents;

  • security incidents;

  • incomplete customer information;

  • missed delivery appointments;

  • local import restrictions;

  • events outside our reasonable control.

Nothing in this section excludes rights or remedies that cannot lawfully be excluded.

26. Refused Deliveries

Customers should not refuse delivery unless:

  • the shipment is visibly and seriously damaged;

  • the wrong shipment has clearly been supplied;

  • we have authorised refusal in writing;

  • acceptance would be unsafe or unlawful.

Where a delivery is refused without a valid reason, we may deduct or charge:

  • original shipping costs;

  • return shipping costs;

  • carrier surcharges;

  • storage fees;

  • customs charges;

  • handling and repackaging costs.

27. Unclaimed Shipments

Where a shipment is held at a carrier facility, collection point or customs office, the customer is responsible for collecting it or providing the information required for release.

If the shipment is not claimed within the carrier’s timeframe, it may be returned, stored or destroyed.

Any refund for an unclaimed shipment may be reduced by:

  • original delivery costs;

  • return delivery costs;

  • customs charges;

  • storage fees;

  • carrier handling fees;

  • reasonable repackaging costs.

28. International Shipping

International shipping may be available to selected destinations.

International orders may require:

  • customs declarations;

  • commercial invoices;

  • product classification information;

  • tax identification details;

  • importer information;

  • proof of business status;

  • import licences;

  • local compliance documents.

International delivery estimates do not include time spent in customs clearance.

We may request additional information before dispatching an international order.

29. Customs, Duties and Import Taxes

Unless expressly stated otherwise, the customer or recipient is responsible for:

  • customs duties;

  • import VAT;

  • local sales taxes;

  • tariffs;

  • brokerage fees;

  • handling fees;

  • customs clearance charges;

  • other destination-country charges.

These charges are not normally included in the product price or shipping charge.

We cannot determine or guarantee the amount of customs charges imposed by another country.

Customers should obtain appropriate customs and tax advice before placing an international wholesale order.

30. Importer of Record

Unless otherwise agreed in writing, the customer or recipient will be responsible for acting as the importer of record for international deliveries.

The importer of record is responsible for:

  • complying with local import requirements;

  • providing customs information;

  • paying duties and taxes;

  • obtaining licences or approvals;

  • confirming that the products may lawfully be imported;

  • responding to customs or carrier enquiries.

We may cancel an order if the customer cannot satisfy the applicable import requirements.

31. Customs Delays

Customs authorities may inspect, hold, open or delay shipments.

We do not control customs processing and cannot guarantee a customs clearance date.

The customer must respond promptly to requests from customs authorities or delivery providers.

Additional storage, handling or return charges caused by the customer’s failure to provide required information may be charged to the customer.

32. Restricted Destinations and Products

Some products cannot be shipped to particular countries or regions because of:

  • carrier restrictions;

  • product safety rules;

  • age restrictions;

  • sanctions;

  • export controls;

  • licensing requirements;

  • intellectual property restrictions;

  • local import laws.

We may remove restricted products from an order, request an alternative address or cancel the affected order.

33. Incorrect Customs Information

Customers must not ask us to:

  • declare an incorrect product value;

  • describe commercial goods as gifts;

  • use a false product description;

  • omit required customs information;

  • divide shipments for the purpose of unlawfully avoiding taxes or duties.

We reserve the right to refuse any request that may breach customs, tax or export laws.

34. Returned International Shipments

Where an international shipment is returned because:

  • duties or taxes were not paid;

  • the customer failed to provide customs information;

  • the delivery was refused;

  • the shipment was unclaimed;

  • the address was incorrect;

  • import restrictions prevented delivery;

we may deduct all associated costs from any refund or account credit.

These costs may include:

  • outbound shipping;

  • return shipping;

  • customs duties;

  • import charges;

  • storage fees;

  • brokerage fees;

  • carrier handling charges;

  • reasonable administrative costs.

35. Risk of Loss

Risk of loss or damage passes in accordance with our Terms of Service and the applicable delivery terms agreed for the order.

Where the customer appoints its own carrier or freight forwarder, risk may pass when the goods are handed to that carrier or freight forwarder.

Ownership of the products is governed separately by our Terms of Service.

36. Customer-Arranged Collection

Collection by the customer or a customer-appointed carrier may be available only where approved by us in writing.

The customer is responsible for:

  • arranging a suitable vehicle;

  • providing collection references;

  • ensuring that the carrier has authority to collect;

  • inspecting the shipment at collection;

  • securing and transporting the goods;

  • obtaining appropriate insurance.

Risk may pass when the goods are handed to the customer or the customer’s carrier.

37. Events Outside Our Control

We are not responsible for a delay or failure caused by an event outside our reasonable control.

Such events may include:

  • severe weather;

  • natural disasters;

  • fire or flood;

  • epidemic or pandemic;

  • war or civil unrest;

  • terrorism;

  • strikes or industrial disputes;

  • carrier failure;

  • transport disruption;

  • port congestion;

  • customs delays;

  • government restrictions;

  • sanctions;

  • interruption of utilities or communications;

  • cyber incidents;

  • supplier disruption.

Where reasonably possible, we will take steps to reduce the effect of the event and resume normal fulfilment.

38. Changes to This Policy

We may amend this Shipping Policy to reflect changes in:

  • delivery services;

  • carrier requirements;

  • shipping destinations;

  • customs procedures;

  • warehouse operations;

  • business practices;

  • legal or regulatory requirements.

The current version will be made available through our website.

The policy in effect when an order is accepted will normally apply to that order.

39. Contact Information

Questions about shipping, tracking or delivery should be sent to:

TAVENOR GAMES LIMITED
Atlantic House
Birkenhead
CH41 1AL
United Kingdom

Email: sales@tavenorgames.com
Company number: 17351144

Please include your order number, company name and delivery postcode in all shipping enquiries.