Shipping policy

# Shipping & Delivery Policy

**Last updated: June 2025**

This policy explains how ConsorPharm handles the dispatch and delivery of your wholesale orders. We work in partnership with **Consort Frozen Foods** to ensure reliable, timely delivery across the United Kingdom.

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## 1. Where We Deliver

We currently deliver to **mainland United Kingdom** addresses, including:

- England
- Scotland (standard areas)
- Wales

**Please contact us before ordering** if your delivery address is in:
- Scottish Highlands and Islands
- Northern Ireland
- Isle of Man, Isle of Wight or Channel Islands

Additional charges or extended delivery times may apply to remote or offshore locations.

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## 2. Order Processing Times

| Action | Timeframe |
|---|---|
| Order confirmation email | Within 1 hour of placing your order |
| Order processing and picking | 1–2 business days |
| Dispatch | 2–3 business days from order confirmation |
| Delivery (standard) | 1–3 business days after dispatch |
| Delivery (remote areas) | 3–5 business days after dispatch |

**Business days** are Monday to Friday, excluding UK public holidays.

Orders placed after **2:00 PM** may be processed the next business day.

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## 3. Delivery Partners

We work with trusted courier and distribution partners to fulfil and deliver your orders. Depending on your location and order size, delivery may be via:

- National courier services (e.g. DPD, Evri, DHL)
- Pallet network carriers (for large or heavy orders)

You will receive a dispatch notification with tracking details where available.

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## 4. Delivery Charges

| Order Value | Delivery Charge |
|---|---|
| Under £99 | £4.99  |
| Over £99 | **Free delivery** |
| Pallet deliveries | Quoted individually |
| Remote areas | Additional surcharge may apply |

*Exact thresholds and charges will be confirmed at checkout and may be updated from time to time.*

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## 5. Delivery Instructions

When placing your order, please ensure:

- Your **delivery address is accurate and complete**, including postcode
- Someone is available to **sign for the delivery** during business hours
- You inform us of any **access restrictions** (e.g. narrow roads, no loading bay, specific delivery windows)

For regular trade accounts, you may set a **preferred delivery day** — please discuss this with our team.

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## 6. Large and Pallet Orders

For bulk orders or orders that exceed standard courier size/weight limits:

- Delivery will be arranged via **pallet network**
- Delivery times may be extended by 1–2 additional business days
- You will be contacted to confirm a suitable delivery window
- Please ensure there is appropriate access and space to receive a pallet at your premises

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## 7. Tracking Your Order

Once your order has been dispatched:

- You will receive a **dispatch confirmation email** with your tracking reference (where available)
- You can track your delivery via the courier's website using the reference provided
- For orders via our direct delivery fleet, our team will be in contact to advise a delivery window

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## 8. Missed or Failed Deliveries

If a delivery attempt is unsuccessful:

- The courier will leave a calling card or send a notification with redelivery options
- You may be able to reschedule via the courier's app or website
- If goods are returned to us due to failed delivery, a **re-delivery charge** will apply

Please ensure the delivery address and contact details on your account are kept up to date.

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## 9. Damaged or Missing Deliveries

If your delivery arrives damaged or items are missing:

- Do **not** sign as received in good condition if you can see visible damage
- Sign as **"damaged"** and take photographs immediately
- Contact us within **48 hours** at accounts@pharmadent.co.uk

Please refer to our **Returns & Refunds Policy** for full details on how to report and resolve issues.

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## 10. Delivery During Busy Periods

During peak periods (e.g. bank holidays, Christmas, seasonal demand surges), delivery times may be slightly extended. We will communicate any anticipated delays via email or on our website.

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## 11. Contact Us

For delivery queries, tracking updates or to discuss your delivery requirements:

**Pharmadent Limited (trading as ConsorPharm)**
Email: accounts@pharmadent.co.uk
Website: consorpharm.co.uk

We aim to respond to all delivery enquiries within **2 business day**.