Shipping Information
Due to rising costs of products and delivery, we have to charge shipping on all orders.
How long does it take to process my order?
We process all your orders from our warehouse in Milton Keynes Buckinghamshire.
Successfully placed orders will receive an email confirmation that may be in your junk folder!
If you’re unsure, or which to change your order please email info@topdogturf.co.uk or call us on 01908 366428. We cannot make changes to your order after it has been shipped.
Please review your order carefully and ensure you have entered the correct delivery address.
We are not responsible for any non-deliveries due to errors in an address you provide.
All orders are processed within 1 to 4 business days (excluding weekends and holidays) after you’ve received your order confirmation email.
We know you like to receive items quickly and we try to prepare orders as quickly as possible.
Small, easy items will be processed and posted within 24 – 48 hours.
Dog toilet areas and bespoke items may take several days to process.
Large, bulky or heavy orders over 60kg may be dispatched as split consignments to avoid manual handling surcharges and for the health and safety of the couriers.
Orders over 75kg will usually be sent to you on a small pallet and may take up to 4 days to be processed. This allows us time to contact you to discuss convenient pallet delivery dates before your order is dispatched.
What about shipping? How long does my stuff take to arrive?
We use 5 ways to send out your orders, depending on weight and size.
Royal Mail 48 – for small items under 2 kg we use Royal Mail second class postage. These are not tracked and don’t require a signature.
Royal Mail 48 parcels should arrive within 2 working days of leaving us, but at busy times of the year, you may need to allow up to a week for your order.
DHL Next Day – for orders with a single or combined weight or 2kg to 75kg we use DHL Next Day, Monday to Friday.
To some Island & Highland postcodes this will incur an additional shipping cost of up to £20.00 and take 48 hours to arrive.
DHL charges us £25+ VAT per parcel up to 30kg for Island & Highland postcodes. Unfortunately, although we do cover some of the shipping cost, it’s not possible for us to provide free shipping over £45.00 to these areas.
To check your postcode click HERE
Parcels are sent via the Monday – Friday Next Day service with DHL, however this is not guaranteed.
DHL will send you a text message with your delivery window, but we find that if you change your delivery slot they do not always deliver on the new date you’ve selected.
Amazon Prime – Some of our products can be purchased and shipped via Amazon Prime.
This can be ‘hit & miss’ as Amazon continually changes which products we can send into their warehouses. We never know from one day to the next!
As a small family business we love it when you buy directly from our website, but for some postcodes we understand that Amazon Prime shipping is more cost effective.
Pallex Next Day – Large items that weigh over 75kg will often be sent via the Pallex network. Although we book pallets on for next day delivery if you live a long way from our HQ in Milton Keynes your pallet may take a few days to arrive.
Pallet tracking is not an exact science. Once they are in the Pallex network, pallets are transported by 3rd party hauliers that are not always accurate with delivery times.
We know waiting for stuff is annoying, and we’ll do all we can to provide you with up to date information on your delivery.
Dedicated & Specialist Couriers – Rolls of artificial grass or items longer than 1400cm may be sent via a specialist courier which will usually incur an additional cost to all postcodes.
This will be stated at the checkout or you may call us to discuss delivery on 01908 366428.
Do you ship internationally?
At present we do not provide international shipping as standard.
However… We are always keen to help. We can provide you with a quotation and approximate timescale for international shipping if you drop us an email to info@topdogturf.co.uk
Can I send it back if I don’t like it?
We want all our customers to be satisfied, so we offer a no quibble refund on all unused and unopened products we sell. Let us know you want to return goods by emailing us at info@topdogturf.co.uk and we’ll give you the address to send them back to.
You pay the postage, and on receipt, we’ll give you a full refund of the cost of the goods if they are in resellable condition.
We’re unable to refund matting or grass if it has been cut to size, either by you, or by us as a custom order. We’re also unable to offer a refund for goods that aren’t in a resellable condition unless it is being returned due to a fault.
Can I send it back if it’s damaged in transit?
If an item you’ve received has been damaged in transit or is faulty when you get it, please let us know by emailing us at info@topdogturf.co.uk (we may ask for photographic evidence of the damage) and we’ll replace it, no problem.