Can double or triple extensions be taken apart?
Due to EN-131-2 certification & regulations, all extension ladders are to be used as a whole and cannot be taken apart.
Can I use the ladder without the stabiliser bar?
Due to EN-131-2 certification & regulations, the stabiliser bar is an essential safety feature and it should not be used without this in place.
For delivery to mainland UK.
How much does delivery cost?
Delivery charges will vary and will depend on the manufacturer, weight, size and delivery location. The cost is automatically calculated when you add items to the shopping basket.
How long will I wait for my delivery?
The estimated delivery times are shown on each product page, we will email you each step of the way to keep you informed. The majority of products can be delivered within 3-5 working days.We will advise you if the delivery period is different from than stated on our website. Please note that, due to Coronavirus, deliveries may take longer than advertised.
Do you offer NEXT DAY delivery?
We currently offer next day delivery on certain brands. If you have a particular item that you require quicker than the guide on our website, please contact our sales team on 01858 455055 during office hours, they will be able to confirm whether a quicker delivery is possible.
What if my delivery doesn't turn up on time?
Please contact our sales office on 01858 455055 or email email@example.com and we will advise on the status of your order. While we make every effort to ensure orders are delivered by the date required, we cannot guarantee availability from the manufacturer or the manufacturer’s delivery schedules.
Do you offer FREE Delivery if I spend a substantial amount?
Not as standard, we show the delivery charges separate once you go to the checkout so it is clear what you are paying for the products and delivery costs. If you are ordering larger quantities please contact our sales team who will be able to confirm if this is possible.
Do you deliver on Weekends?
Not as standard, our deliveries are made Monday to Friday. If you do need an urgent Saturday delivery please contact our sales team on 01858 455055 during office hours who will be able to confirm. This will incur a premium charge if possible.
Do you deliver to Northern Ireland/Channel Islands/The Scottish Highlands/Isle of Wight?
Some suppliers/couriers will deliver to these areas but not all, please contact our sales team on 01858 455055 or email firstname.lastname@example.org during office hours for confirmation. If we are able to deliver the product you require, additional transport costs will apply, we will be able to confirm this to you. These additional costs are based on the manufacturer, distributor or courier providing the shipping on our behalf.
Are there separate delivery rules for Republic of Ireland post-Brexit?
We can deliver to the ROI but will need a customers EORI reference before we can process an order, if you need a delivery to a business address. This is for business addresses only. Please note, any inbound additional customs fees have to be paid by the customer on receipt of delivery, Roof Giant are not liable for these additional costs.
What should I do when my order arrives?
Please check your order as soon as it arrives to ensure it is as requested, and to check for any damage or items missing. All damages/items missing should be reported to the driver and signed for as damaged/and or missing. Please contact Roof Giant within 24-48 hours with full details to enable us to inform the supplier.
Orders signed for “unchecked” will be deemed to have been received in good condition with no guarantee of replacement or refund. As soon as the order has been delivered to your requested delivery address, the risk of any damage or loss passes to you.
Do additional charges apply if I am not in to receive the order?
All delivery charges are based on the customer being able to accept the goods, please make sure you are at the delivery address to avoid any additional charges chargeable by the manufacturer, distributor or courier responsible for re-delivery.
What happens if we have a failed delivery?
Roof Giant will always update you if a delivery date changes. Should the delivery fail because there is no one available to accept the order please note a re-stock and failed delivery charge may apply. Please contact Roof Giant to discuss re-delivery and charges that apply. Please note these are set by the supplier and not Roof Giant therefore will be passed on to you the customer.
What if my delivery doesn't turn up on time?
Due to current issues across the UK logistics and courier network, some deliveries can take longer than normal which is, unfortunately, impacting customers across the UK.
We always aim to deliver on the delivery date we provide and ship goods within the lead times advertised at the time of purchase on our website. These are subject to change due to availability. We cannot accept responsibility for any delays that are outside of our control, provided we deliver the goods within a reasonable period. If we can’t deliver your items within this reasonable period, you have the right to cancel your order for a full refund, including any delivery charges. Some exemptions apply to bespoke or made to order goods.
We cannot accept liability for any personal damages resulting from delays of the goods, including compensation for lost work and exceptional hire charges in relation to delays. We strongly advise all customers to not schedule or start work before they are in receipt of the goods due to the current logistics issues.
Is customer tracking available?
Some of our manufacturers, distributors, couriers can offer this service. Please ask Roof Giant for more information on whether this is available against the goods ordered.
If I order multiple items will I receive just 1 delivery?
If your order consists of more than 1 item you may receive more than one delivery, depending on stock availability some orders maybe split to enable you to avoid delaying the start of your project. We will keep you updated on your order or you can contact Roof Giant directly via phone/email/live chat.
I live on a narrow street with limited access with over hanging trees, will this affect my delivery?
Please confirm any delivery restrictions at the time of order, we will need to ensure any restrictions/extra delivery requirements can be addressed prior to processing.
I have a large order being delivered to kerbside only, do I need to make any additional arrangements to move the goods?
Yes you do, this type of delivery means your goods will be dropped at the kerb therefore you need to make arrangements to move the goods onto your property where is safe to store.
Can I collect from you?
No, not currently. However you may be able to arrange collection from one of our manufacturers/distributors. If you would like to discuss please contact Roof Giant on 01858 455055, email@example.com or via live chat.
Important Note: Please do not send goods back to Roof Giant before speaking to the Roof Giant sales office.
Roof Giant strongly recommend you take photographs of goods before returning. Occasionally goods are damaged during transit, therefore you may need to confirm the packaging/goods were intact (prior to collection) to the courier as part of the refund process.
As a consumer you have the right to change your mind (Consumer Regulations 2013). This right stipulates that for most products purchased online you have a legal right to change your mind within 14 days and receive a refund under the consumer contracts regulations 2013.
This right starts from the point you or someone you nominate receives the goods. If your goods are being delivered in multiple deliveries your right starts from the point the last delivery is received.
If you wish to exercise this right you must in the first instance contact us via phone 01858 455055 or email firstname.lastname@example.org advising us of your wish to change your mind, its then your responsibility to arrange for the goods to be returned to us within 14 days of ending the contract.
For more information on our full returns policy, click here.