Frequently Asked Questions
Below are some of our most frequently asked questions. If you require additional assistance, please do not hesitate to contact us—we would be happy to help with your inquiry.
How long will my order take to arrive?
We strive to deliver our products to you as quickly as possible. Orders received before noon on a working day (Monday to Friday) will be dispatched on the same day for next working day delivery or a two-day delivery. You will have the option at checkout to choose between next working day or two working day service. For urgent orders, we also offer a Next Working Day Pre 10am or Pre 12pm service at an additional cost. A Saturday delivery option is also available for your convenience.
If you are based in the UK, please refer to our UK Delivery & Returns section. If you are based outside of the UK, please refer to the International Delivery & Returns section for more information. Note that some items, such as sack trucks, trolleys, platform trolleys, and mobile steps, are made to order, which may result in a lead time of 3 to 5 working days.
What is your Returns Policy?
If you're not satisfied with your purchase, ordered the wrong size, or find the item(s) unsuitable, you can return them within 28 days of receiving the shipment for a refund, exchange or credit note.
To process a return, please complete the returns form and include it with the return shipment, along with the original delivery note. Note that we cannot refund items that are damaged due to use; returned items must be in their original condition as received.
Please be aware that return shipping costs are the responsibility of the purchaser. We recommend using a recorded and insured delivery method for returns, as we are not responsible for goods lost or damaged in transit. Be sure to keep proof of postage. Refunds typically do not cover the original delivery costs, and returns of specials, sack trucks, trolleys, and mobile steps may incur a restocking fee.
What payment methods do you accept?
For website payments, we provide a range of secure and flexible options. We accept all major credit and debit cards, including Visa, AMEX, Maestro, and MasterCard, as well as Google Pay and Apple Pay. Additionally, you can choose to pay via BACS or PayPal.
To pay by BACS (bank transfer), please use the bank details provided below. Ensure you include either your company name, order/invoice number as the payment reference.
Sort Code: 05-05-60
Account Number: 29753108
IBAN: GB23YORKGB22XXX
How do I choose the right product?
We provide a wealth of information on our Ross Castors website, including a Measuring Advice section and a quick search tool. If you are still unsure, please contact our Sales Team, available Monday-Friday, 9am-4:30pm, at 0116 2764987 or email us at [email protected]. We will be happy to assist you with your inquiry.
What courier do you use?
We use DPD and DX for all our UK standard and next working day deliveries. We use DHL for all international deliveries. A signature is required upon receipt of your goods. If you need assistance with your delivery, please contact the Ross Castors Customer Service Team at 0116 2764987, and we will be happy to assist you.
Our Sack Trucks, Trolleys, and Mobile Steps are often delivered by a pallet delivery courier. We work with various couriers to provide you with the most competitive delivery rates.
What if I am not in to sign for the delivery?
Our couriers, including DPD, DX & DHL, will email you when your parcel has been dispatched, providing a consignment number for tracking. On the delivery day, if you are unavailable to sign for the goods, DPD, DX or DHL will leave a calling card. They will automatically attempt delivery the following working day unless you contact them directly with the calling card details to rearrange a more convenient delivery day. You may also contact our Ross Castors Customer Service Team at 0116 2764987, and we will be happy to assist you.
Do you accept international orders?
Yes, we accept international orders from Europe online, and you can choose to pay in either Euros or Sterling. If you are outside Europe, don't worry—just contact us with your inquiry, and we will be happy to provide a competitive quote and delivery charges, either by road or air. Call 0116 2764987 or email [email protected].
What happens if some of my items are out of stock?
We maintain a warehouse stocked with thousands of items. However, if we do not have the stock to fulfill your order, we will contact you directly to offer an alternative or provide an estimated lead time. We can part-ship your order, but we generally prefer to wait until all items are in stock before dispatching them to you.
Will you send me a VAT invoice?
Yes, we charge VAT on our products, and we will email a VAT invoice to you. If you do not receive an invoice from us, please let us know, and we can either fax or post a copy to you. If you are a business purchasing from Europe, please provide your VAT Validation number to avoid a UK VAT charge.