Updated: Wednesday, May 27th
We are still open and whilst we’re committed to delivering outdoor toys to help keep your families happy, healthy and active during these difficult times, safety is our first priority.
We’re striving to deliver our usual level of service, however, for reasons beyond our control right now it is not always possible. As our offices are based in Wales we are following the Welsh governments guidelines and allowing our customer service team to continue to work remotely which unfortunately means we are still unable to provide telephone support but we continue to reply to your emails and chat messages as quickly as we can - our aim is to reply to all messages within 48hrs of receipt.
We and our courier partners are working hard to ensure deliveries stay on schedule and avoid disruption as much as possible but some disruption may be unavoidable. We apologise for any delays and ask for your understanding; this is very much outside of our control and an unprecedented situation that we are all going to have to navigate as we go.
We are trying to ship items as quickly as possible and have been able to shorten delivery lead times on smaller items, though larger more bulky items such as swing sets are still on a longer lead time than usual, delivery lead times are displayed on each individual product page for more information. We are working very hard to deliver the items to you quicker if possible but please keep in mind these dates are only estimated, due to the circumstances the couriers are unable to provide us with precise delivery dates and times.
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 at 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.
Q: How is demand affecting stock availability?
A: Demand is very high for certain products but we are trying to keep stock available by sourcing it from different suppliers where possible in order to keep popular products in stock, however, this has resulted in price increases as unfortunately we are having to use the suppliers with availability instead of the most reasonably priced as we usually strive to do. Also we are having to pay much higher costs for expedited shipping and even airmail expenses for some items so we can keep stock available for our customers and are unable to absorb all of these costs. If a product is out of stock it is likely we will have similar one or a different size available.
Q: Why isn’t your phone support available?
A: In the interest of employee safety and in compliance with government guidelines, we have asked our customer service team to work remotely, this resulting in our telephone support being temporarily switched off. We are still working and will be replying to your emails and chat messages as quickly as we can - our aim is to reply to all messages within 48hrs of receipt.
Q: How do I get in Contact?
A: Our customer support team is dealing with a huge number of enquiries. They are working overtime to reply to all messages as quickly as possible. Please email us at firstname.lastname@example.org, we are trying to reply to all messages within 48h. There will however be times when we need to wait for couriers to respond to our queries on your behalf – in these situations we will update you as soon as we have information.