Updated: 8th March 2021
OUR WAREHOUSE IS VERY BUSY BUT WE ARE WORKING HARD TO ENSURE WE OFFER THE BEST SERVICE POSSIBLE DURING THIS TIME AND THANK YOU FOR YOUR PATIENCE
We are committed to delivering as quickly and safely as possible during these uncertain times but please be aware that our courier partners are also dealing with higher than normal volumes of orders through their networks and there can be delays getting consignments processed at their sorting hub, it can take 24 - 48h from receiving your despatch confirmation to the tracking being update on the courier system, again we ask for your patience while the backlog is dealt with.
We try to display the worst-case scenario as the lead time on each product page and strive to get the item delivered before the stated date but delays are possible.
Please don't contact the couriers unless you really need to; they are already swamped and can't tell you any more than the tracking link can.
Our refund guarantee* is still in place - should any government guidelines change concerning COVID-19 and result in further restrictions meaning we are unable to deliver; a full refund will be applied to your order. We do not foresee this happening; however we want our customers to have the peace of mind this guarantee provides when purchasing from OutdoorToys.
Our customer service team are available for advice either via email, our aim is to reply to all messages within 24hrs of receipt, or phone Monday-Friday 0900-1700hrs or via our chat service.
Unfortunately, in order to get items to customers as quickly as possible we're unable to make any changes to orders once they've been placed. Please bear this in mind and make sure you've ordered everything you need!
Wherever possible we will keep you updated regarding any delays or changes as soon as we are made aware of them, and again we apologise for any inconvenience.
Stay safe everyone.
Brexit - updated delivery for Northern Ireland & Europe: Because of the changes to Customs requirements that are needed due to the UK leaving the European Union we are unable to deliver to Northern Ireland or Europe until the details are finalised with our courier partners and all necessary changes can be implemented. Any orders that are placed to an address in Northern Ireland or Europe will be cancelled and refunded, we are sorry for any inconvenience and will update the website as soon as we are able to resume shipping to these addresses.
Q: Can I still order online?
A: Yes, we are taking order as usual
Q: Can I order over the phone?
A: No sorry, we are an online business only and do not accept orders over the phone
Q: Have delivery times been effected?
A: Hopefully not, though due to the stresses on the courier network deliveries may experience slight delays but we and our courier partners are working hard to get orders out and delivered as quickly as possible
Q: So when can I expect my delivery?
A: Delivery lead times are displayed on each individual product page. We are unable to provide an actual delivery date so have set the lead times to worst case scenario dates to avoid any disappointment but are trying to get orders out sooner when possible
Q: Have your delivery methods changed?
A: Our third party couriers partners are operating contactless delivery methods and following social distancing guidelines, drivers have been advised to reduce contact with customers by placing packages on the customer’s doorstep and stepping back.
Q:Is it safe to receive packages?
A: The guidance states the risk of transmission from handling products or packaging is low. To see the latest information on COVID-19 please see the UK Government and World Health Organisation pages
Q: I’ve placed an order for a pre-order item, will I still get my order?
A: Yes, we are committed to fulfilling all orders and to help take the worry out of ordering are offering a refund guarantee, so if future changes to government guidelines result in us being unable to deliver your order we will refund you in full, this applies to all orders including pre-order items. However we do not foresee this happening.
Q: When will I get my pre-order item?
A: Any back in stock dates on the product page is the date we expect the item back into our warehouse and delivery to you will be after that, you will receive a despatch email as soon as it has left our warehouse. These dates are only estimated and due to the present circumstances with the Covid-19 outbreak they may be subject to change. All orders for pre-order products will be shipped as soon as we have the items back in stock starting with the oldest orders first.
Q: Can I still return items?
A: Yes, our warehouse is still operating and we're still processing returns.
Q: How are you processing orders and enquiries?
A:To be as fair as possible we are working through orders and enquiries on a first in, first out basis.