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Shipment Policy

Delivery & Acceptance

All ‘standard’ deliveries are untracked and will be delivered by your local post office. Please note we are unable to speed up or escalate delays with your parcel.  Orders may be delivered out of the provided timescale.

All ‘tracked’ deliveries are tracked and will be delivered by your local post office courier. Orders may be delivered out of the provided timescale. You can contact us for further information.

All ‘priority’ deliveries are fully tracked and will be delivered by a courier (DPD for UK, DHL for rest of world). We will ensure your order is delivered within the provided timescale.* 

Please ensure you select the correct delivery method.

UK Next Working Day Delivery

All orders received by 14:30GMT Monday-Friday, will usually be despatched by Loc8tor Tabcat the same working day. All orders received after this time, will usually be despatched the next working day. While we aim for delivery to be the next day (Excluding weekends and bank holidays), courier delays can occur which are completely out of our control. Due to these courier delays, and order processing times, UK Next Working Day is not a guaranteed service. Unfortunately, we do not offer a Next Day Guaranteed delivery service. 

We are unable to refund any deliveries that were despatched by us within the given timescale. 
We are able to refund the difference in postage from Priority to Tracked, for any orders that were posted out of the given timescale. 

Order Cancellations

If you wish to cancel your order, you must do so before 13:00 GMT on the same working day that you placed your order.
Orders cancelled after this time are subject to pick and packing fees and possibly shipment fee’s, if the shipment has already been booked but not yet left our warehouse.

If we are unsuccessful cancelling your order, meaning your order has already left our warehouse, you can return it within 30 days of your order date, for a product refund. This refund will exclude postage.

If you refuse the shipment other charges may apply. Once we receive your order back, we will be able to process your refund for the cost of the product, minus any fee’s. Usually the courier/customs charge a fee for any processing that has been actioned. This is out of our control. Due to these charges, we advise customers not to refuse the shipment and return themselves within 30 days, if they no longer require the item. 

*If we have cancelled your order, none of the above apply. You will receive a full refund, including postage. 

Custom Charges

When ordering products for delivery outside of the UK you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Rates vary up to 27%. These charges may apply to all countries outside the UK, including the EU due to BREXIT. 

Customs may request import duties and taxes which are different to the taxes/VAT you paid on our website at checkout. 
Loc8tor collects sales tax. Customs request import tax. 

Transit Damage

Goods damaged in transit must be notified to us within 48 hours of receipt. You are advised to keep all packaging as that may be required in the event of a claim. We will require photographic evidence to escalate it with the courier. After 48hours, we are unable to create a claim for your damaged item.

Items Missing

If you have received your order but an item is missing, you have 48 hours from the date of receipt to notify us. After 48 hours of receipt of goods, we will assume that you have received your package and all is in order.

If an item is missing, please take an image of everything that you have received, including the packaging and send to [email protected]

Order Not Received

You must contact us within 7 days from the advised delivery date, if you have not t received your order. Our customer service team will raise an investigation with our carrier. We will endeavour to respond to you within 7 working days with our finding (It could take 30 days for a claim to be investigated with the courier). Should your package arrive within the investigation period, please let us know by email.
Please note that we cannot be held responsible for items lost in the post due to an incorrect delivery address or a PO Box address being provided. You will not receive a refund.
After 30 days of the advised delivery date, we will assume that you have received your order, therefore all parcel information is removed from our system. We are unable to escalate any orders mentioned as ‘not received’ after this time. We are also unable to provide a refund.

*We are unable to create refund claims on Standard Deliveries, only Tracked and Priority.

*If there is a problem with the carrier due to a strike or unfortunate event, this policy does not apply. Please contact us for further information to see if your order has been affected by this. [email protected] 

Delivery Delays

Delivery delays on Standard & Tracked shipments are common depending on the destination. We advise you check your postal office website for updates on international shipments from the UK. Sometimes individual countries stop overseas shipments which is out of our control. Delays could take 3 months+ on Standard shipments.
If you have selected Priority, please contact us for further information – [email protected]

Refused or Missed Delivery

If you refuse a shipment e.g. due to shipment import duties and taxes, the courier will return the parcel back to us. 
If you missed a shipment, after unsuccessful delivery attempts, the courier will return the parcel back to us.

These shipments take longer to be returned back to us. Postal serveries (Standard & Tracked), takes a minimum of 30 days, however, on average it takes 3 months (Depending on your location). 
Standard & Tracked Delivery –  Once we receive it back, we will be able to process your refund for the cost of the product, excluding postage fees. 
Priority Delivery – Will be returned back to us with a fee. We will process your refund for the cost of the product, minus any courier fee’s.

We are also able to re-send missed parcels once we have receive it back. You will need to pay the postage cost for the re-delivery to your chosen address, as per our delivery information

If you urgently need your order, you can place a new order online and once we have received your missed parcel back, we will process your refund for the cost of the product, minus any courier fee’s. 

Order Not Received Procedure

If after 7 working days of the advised delivery date you still have not received your order, you must contact us. [email protected]
Your advised delivery date is 5 working days to allow for order processing, plus the delivery timescale you selected at checkout. 

If you have provided an incorrect delivery address or PO Box address, you are responsible for the missing parcel, therefore we will not provide a refund. You can check this on your order confirmation. 

If you provided the correct delivery address, we will investigate it with the courier and provide you with the information on our findings.
If you selected Standard delivery we would advise you wait 30 days from the date you placed your order. If the courier had difficulties delivering to your address, we will advise sending via a Priority or Tracked delivery. You will need to pay the difference to ensure it doesn’t get lost again.
If you selected Tracked delivery, we may suggest you wait a little longer depending on your destination country. If the time has passed, we will send you a replacement depending on the whereabouts of your order. 
If you ordered on a Priority delivery we will automatically send your parcel back out to you at no extra cost.