General FAQ

Here you will find a selection of commonly asked questions about our shop, products or services in general. Just select a question below to reveal its answer.


Once you are happy with the contents of your cart you need to click Proceed to Checkout. The checkout page is where you confirm your order, select a shipping address and add a note to the order before you make a payment and place the order. Checkout has various sections for you to review and fine tune an order before you place it, you can find details of them below.

Discount Code
Here you get a final chance to input a coupon code and get a reduction on your carts total price.

Billing Addresses
If you have filled in the billing and shipping addresses within your dashboard, these fields will be pre-populated and wont need changing. Ensure your Billing Address is set to the same as your payment method to help ensure your payment is accepted. A Valid Email address is required for order and dispatch confirmation. To set up Delivery to a Different Address, simply tick the box and alter the fields for the alternate address.

Order Notes
Enter any instructions regarding the order, delivery or any further requirements in the box provided.

The Order Review box

Order Review
The order review box, lists the contents of the order with the products and their prices with the shipping and VAT costs.

Free Shipping
Free Shipping can still be selected if eligible, and hasn't been selected at this point. Once it is selected, the shipping, VAT and total costs should be altered to display any changes.

The Payment Methods area

Payment Methods
Listed here are the methods of payments available on the shop or by your account. We use SagePay for its secure payment processing. If several are shown simply select and tick the one you wish to use.

Terms & Conditions
The term and conditions indicator will need selecting (ticking) to indicate your consent and understanding of them before you can continue to making payment.

Grand Total
The final cost of this order is displayed here in GB Pounds.

Payment
When you're happy with the order and are ready to pay and place the order, you'll need to click the Pay Now button. On pressing it you will be sent to the shops payment service provider - SagePay.

Sage Pay
On pressing the Pay Now button on the checkout page you are sent to the shops payment service provider Sage Pay. There you can see how much is left To Pay, along with a selection of possible payment methods. Simply select one method, follow its instructions and enter your payment details. Click Confirm to make the payment and place your order on the shop.

Once payment has been verified, you’ll sent back to the shop and the order confirmation page. The shop sends you an email to confirm the order has been received and is now visible in your order history. Once the order has been checked and stock allocated, its status will be updated. You'll then get an email reporting its been sent to dispatch for delivery.

Our accounts department may send you a final receipt/invoice of your order for your own records.

On receiving delivery of your shop order, all the goods should undergo a quick visual check for Damage before you sign to accept. Report any damage you see to the driver and also note it when your sign for the delivery.

If any damage is found to your items, you also need report it to us within 24 hours to be covered by our returns procedure. You can email our sales team at tmsales@tennantsuk.com or phone on 0115 9738088, our Office Hours are listed on our contact us page.

All orders should be checked on receipt of delivery, with any Damage reported to the delivery driver. Individual goods within the order should also be checked for damage or Missing Items, this includes pallet shipped orders. Check the delivery manifest with your order details.

If anything is found damaged or missing report it directly to us at Tennants UK within 7 days of delivery to be eligible for a refund or replacement. You can email Tennants Highways at tmsales@tennantsuk.com or phone sales on 0115 9738088, our office hours can be found on the contact us page.

You get an immediate Order Confirmation, straight after going through the checkout.

In brief, after checkout you'll be sent to a order received page - image below. This page will list the order number and the date it was placed. Underneath that will be a breakdown of the actual order. Listing each individual item, with the quantity and the amount paid.

Note: This data will be available in your dashboard under orders.

An Order Confirmation - screenshot

An Order Received confirmation is sent automatically to you by email when the shop receives a new order. You can see an example of this email in the picture below.

An Order Received confirmation email is sent

The order confirmation email is only sent once you have successfully been through the checkout process. This email is only meant as an acknowledgement, but you will receive further confirmation later on that your goods have been packed and sent for dispatch.

Finally, our accounts department may send you a final receipt/invoice for each order for your own record keeping.

We use a national carrier and ship our goods using their standard express service. This means most orders, excluding pallet shipped, ship the day after they've been received. Any delivery date and time provided is estimated and not guaranteed. The shipping address used for delivery is selected and the cost added to an order during the checkout process.

Costs
Costs for shipping are calculated on a basis of weight & size. Combining large and small items together means delivery costs are worked out based on the largest item. The actual amount charged for an order can be seen on the checkout page, before you proceed to making payment.

Dispatch and delivery

Shipping
Small orders and goods will be typically dispatched the next working day, usually in a cardboard box. But a lot of our goods are large in size or weight and thus require shipping on a pallet. These orders have an extra day or so in processing due to packing and logistics, thus taking 2-3 working days.

Pallet Delivery
To keep your order safe, we shrink wrap all items packed onto a pallet. Consignment documentation is attached to outside of the pallet or held by the driver. A forklift or powered pallet truck would be best for moving these goods, due to their size and or weight. Stripping away the wrapping material, allows them to be moved one at a time but be careful not to cause damage to the contents if using a knife.

Delivery & Damage
It is your responsibility to ensure adequate access to your delivery point and to provide all necessary labour to offload the goods. All orders must be checked on receipt of delivery and any shortages or damage to packaging, noted in writing with the delivery driver and signed for as damaged. Individual goods should also be checked for damage or missing items and if any found reported directly to us within 7 days of delivery to be eligible for refunds or replacement.

Delivery Failures
If you fail to accept delivery of an order within three business days, then we may charge you extra delivery costs. If further contact attempts fail, we may consider the contract invalid and refund payment minus any costs incurred.

Large and bulky orders are Pallet Shipped by default. This means extra delivery costs and instructions for those receiving these goods. The actual cost of shipping an order can be seen once you go to the checkout.

Pallets
To keep your order safe, we shrink wrap all items packed onto a pallet. Documentation should be attached to outside of the pallet or held by the driver. A signature will be required on delivery and goods should undergo a quick visual check for any damage, remember to sign goods as damaged if any is found and inform Tennants.

Taking Delivery
It is your responsibility to ensure adequate access to your delivery point and to provide all necessary labour to offload the goods. A forklift or powered pallet truck would be best for moving these goods, due to their size and or weight. Stripping away the wrapping material, allows them to be moved one at a time but be careful not to cause damage to the contents if using a knife.

Dispatch and delivery

To place an order simply browse the shop, adding items to your cart as you go using the Add To Basket buttons. The shop confirms when a item has been added to the cart and you can adjust any quantities on the cart page. Once you are satisfied with your selection go and view your cart. The cart page is split into two sections, an Order List and the Basket Totals.

Order List
The order list provides a breakdown of all the items in the current cart. Products are listed with unit price, current quantity, options and subtotal. Clicking a product image or name will take you to that items product page. To remove a particular product simply click the left hand Cross and that item will be automatically removed from the cart. Quantities can be altered by adjusting each products amounts and then pressing the Update Cart button. At the bottom of this section there is also a box for entering a Coupon code with an Apply Coupon button to apply its effects to the carts contents.

The Cart page shows your Order List

Basket Totals
The basket totals section is where the order, shipping and VAT costs can be found. Free Shipping, if eligible can also be selected here for delivery costs. Once you’re happy with your cart contents click the Proceed to Checkout button, and you’ll be forwarded on to make your payment.

The Cart page also shows your Basket Totals

Checkout

The checkout page provides an order breakdown and a final chance to enter any coupons or alter the shipping details. The term and conditions indicator will need selecting (ticking) to indicate your consent and understanding before you can continue to making payment.

Payment for each order becomes due in full immediately when you place an order.

On pressing the Pay Now button you will be sent to the shops payment service provider Opayo, previously age Pay. You will see an order summary and its total cost along with a selection of payment methods. Simply select a method and then follow its instructions and enter your payment details.

Once you’ve finished entering your payment information and its been verified, you’ll sent back to the shop to an order confirmation page. The shop will also automatically send you an email to confirm the order has been received and is visible in your order history. Our accounts department will send you a final receipt/invoice of your order after dispatch for your own records.

You can use your discount coupon by entering its Coupon Code on the Cart page or when Checking out. Simply type the code into the discount field and click the Apply Coupon button to apply it.

Cart page
The cart page is split into two sections, an order list and the cart totals. The order list at the top of the page provides a breakdown of all the items in the current cart. Each product is listed with their unit price, current quantity and subtotal. You can alter quantities and remove items completely on this page.  At the bottom of this section there is also a box for entering a Coupon code with the Apply Coupon button next to for apply its effects.

Enter your code into the Coupon Code box

Checkout page
The checkout page has the discount code section at the top of the page, since this is the last chance to apply a coupon to the order. Just like the cart page, there is a box for entering your Coupon code with a Apply Coupon button right next to it.