Updated: Wednesday, 15th July
We're still committed to delivering outdoor toys to help keep your families happy, healthy and active during these difficult times, but safety remains our first priority.
We are shipping as usual.
We and our courier partners are working hard to ensure deliveries stay on schedule and avoid disruption as much as possible. Please don't contact our couriers unless you really need to; they are already swamped and can't tell you any more than the tracking link can.
We are currently working within the delivery lead times indicated on our website - lead times are displayed on each individual product page. (Please note they do not take into account some areas which are affected by a longer lead time such as Northern Ireland, Scotland and Islands).
Some of our customer service team have been able to return to our office and we have now reopened our phone lines. Our chat service is now turned on and available Monday-Friday 0900-1700hrs. We continue to reply to your emails as quickly as we can - our aim is to reply to all messages within 48hrs of receipt.
For now we're not able to make any changes to orders once they've been placed - this is because it's extra admin for the warehouse and we need to let them just crack on with picking and packing orders. Please bear this in mind and make sure you've ordered everything you need!
Our refund guarantee* is still in place - should any government guidelines change concerning COVID-19 and result in delivery restrictions, then 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.
Stay safe everyone.
Q: Can I still order online?
A: Yes, we are taking order as usual
Q: Have delivery times been effected?
A: Unfortunately yes, due to the stresses on the courier network deliveries are taking longer than usual but we are working hard to get orders out 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?
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.