Frequently Asked Questions


Here are some of our most frequently asked questions, if you do require an additional assistance, please do not hesitate to contact us and we would be happy to deal with your enquiry.


How long will my order take to arrive?

We like to get our products to you quickly, and orders received before noon on a working day (Monday to Friday ) will be dispatched on a next working day delivery, or a 2 day delivery. You will however have a choice at the checkout to opt for a next working day or a two working day service. For urgent orders we can also offer you a Next Working Day Pre 10am, and a Next Working Day Pre 12pm at an additional cost. We can also offer you a Saturday delivery for your convenience.

Please have a look at our delivery and returns for more information. Please note some items, such as the sack trucks, trolleys, platform trolleys and mobile steps are manufactured to order, making the lead time between 3 and 5 working days.


What is your Returns Policy?

We have a No Quibble Returns Policy, which means if you are not satisfied with your goods, ordered the wrong size, or simply don’t think they will meet your requirements, simply return them to us within 30 days of purchase and we will either exchange or refund you no questions asked (please note that items damaged through use cannot be refunded). We do recommend that you use a recorded delivery method to return your items.

Please note as our Sack Trucks, Trolleys, Platform Trolleys and Mobile Steps are all manufactured to order, and may incur a 30% restocking charge upon return if ordered incorrectly.


How do I choose the right product?

We have lots of information on our Ross Castors website, so have a look at our Measuring Advice section, or look at our quick search. Alternatively if you are still unsure please call our Sales Team between Monday-Friday, 9am-4.30pm on 0116 2764987 or e mail us on [email protected] and we will be able to deal with your enquiry.


What courier do you use?

We use FedEx for all our UK standard and next working day deliveries. We do request a signature upon receipt of your goods, and if you require any assistance with your delivery please do contact Ross Castors Customer Service Team on 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 have realtaionships with all the couriers in order to give you the most competitive delivery rates. 


What if I am not in to sign for the delivery?

Our Couriers and Fed Ex will e mail when your parcel has been dispatched with a consignment number for tracking. On delivery day they will leave a calling card if you are not available to sign for the goods. Fed Ex 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 can of course call our Ross Castors Customer Service Team on 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 either by Euro or Sterling. If you are outside Europe, dont worry just contact us with your enquiry and we will be happy to help give you a competitive quote and delivery charges either by road or air! Call 00-44-116-2764987 or e mail [email protected]


What happens if some of my items are out of stock?

We have a warehouse full of 1000’s of items of stock, however, if for some unforeseen circumstance, we do not have the stock to meet your order, you will be contacted directly, and either offered an alternative or given an estimated lead time. We can part ship for you; however we prefer to wait until all items are in stock before we dispatch the goods to you.


Will you send me a VAT Invoice?

Yes, we do charge VAT on our products, and we will e mail a VAT invoice to you. If for any reason you do not receive an invoice from us, then please do let us know and we can either fax or post a copy to you. If you are buying from Europe and are a business we do require your VAT Validation number in order to proceed without a UK VAT charge.