Delivery Policy

Delivery Policy

 Please read and understand the full Delivery Policy, Third Party Haulier Terms & Conditions, and Pro-Grow Terms & Conditions prior to placing your order.

If you have any concerns, please contact us via pro-grow@veolia.com

For Pro-Grow terms and conditions, which includes delivery terms, please visit https://www.pro-grow.com/terms-conditions 

Pallet Deliveries

Both bulky bags and small* bags are delivered on pallets using either a 7.5T or 18T lorry with a tail lift. The pallets are moved by the delivery driver using a hand manoeuvred pump truck. Products must not be handled or moved by the customer until the pallet is delivered and the pump truck is removed.

We do not deliver with crane offload.

Our standard practice for pallet deliveries is to offload and deliver the items KERBSIDE at the address provided, or if access allows, on a flat and hardstanding driveway. There must be sufficient access to the property (drive or kerbside location) for the 7.5T or 18T delivery vehicle to park and operate the tail lift safely.

Should you require your delivery to be left in a specific place, you must let us know at the point of order. You can add any details regarding delivery, including any concerns about access, into the “delivery instructions” at checkout or email the team directly at pro-grow@veolia.com

We CAN deliver if:

  • You have an even, smooth and/or hardstanding area
  • There are no obstructions such as trees, narrow lanes etc
  • Your location has enough room to safely accept a 7.5t or 18t lorry
  • Your driveway is clear of obstructions and parked cars - If not, delivery will be made to KERBSIDE

We CAN’T deliver if:

  • The pallet is to be offloaded onto gravel, stone or an uneven surface
  • The pump truck or lorry has to go on a slope
  • There are obstructions such as trees, cables, narrow lanes, farm tracks etc
  • The pallet has to be lifted over a KERB

You will be notified of your delivery date a minimum of two days prior to the delivery, this notification will be sent to the email address you have provided. We will provide a tracking number for you to track your delivery (https://www.tpnconnect.com/tracking) along with contact details for the third party haulier that will be delivering your consignment. On the day of delivery, you may call the haulier to request an estimated time of arrival (this may be AM or PM only, or could be a two hour window).

If you are not in, or cannot be contacted at the time of delivery, the pallet may be left in a safe place - this may be kerbside. If you need the products to be left in a specific place you must let us know using the “delivery instructions” box at checkout or by emailing pro-grow@veolia.com.

All ATTEMPTED deliveries will be charged to the customer if the customer does not provide detailed information regarding specific delivery requirements, or if delivery is deemed impossible due to the customer’s failure to read and understand Pro-Grow’s delivery information and restrictions.

The customer will be liable for re-delivery charges and attempted delivery charges, prices of which start from £45 + VAT.

All claims for damage must be made within 24hrs of receiving your delivery. Any claims for damaged goods may not be processed outside of this time frame.

*Some small bag deliveries may be made by DHL depending on the quantity ordered.

Third Party Hauliers Terms & Conditions

All Pro-Grow deliveries, including bulky bags and small bags, are delivered using third party hauliers. 

The terms and conditions of the third party hauliers used by Pro-Grow apply to you (the consignee) for any delivery made on your behalf. Pro-Grow has selected hauliers via The Pallet Network who are used to deliver Pro-Grow products on pallets (small and bulky bags). These hauliers all use the “Road Haulage Association Limited, Conditions of Carriage 2020” and therefore these terms and conditions are effective for any pallet orders delivered. The 2020 version of these terms and conditions can be found HERE. 

Please note; Pro-Grow are not members of the RHA, these terms and conditions apply for our third party hauliers only.