The following statement from Ultimate Customs Group LTD relates to the ongoing public pandemic "COVID-19" (more commonly known as Coronavirus).
Following the government's advice regarding COVID-19, we have taken extra precautions for our day-to-day operations. These measures are in place to protect the safety of our staff and also our customers.
We have decided to delay all orders, the opening of our new facility and booked appointments for our range of services. We apologise for the inconvenience this may cause.
What does this mean for my order?
Our dispatch team are still working to dispatch all orders as stock arrives to our warehouse. We are aiming to dispatch all outstanding orders as soon as possible, however in some instances your order may take longer than 16 working days to be dispatched.
When my order is dispatched, how long will delivery take?
We use a mix of couriers to ship our items. These couriers include (but are not limited to) Parcelforce, Royal Mail and DPD. They are facing large delays due to declining staff numbers as a result of COVID-19.
These couriers are working on 1-2 day delivery timeframes. In extreme cases delivery can take a maximum of 3-4 days after dispatch. Sadly, this is out of our control.
What are my options?
If you're unhappy with the above information, we can provide you:
- with a partial refund of 10% of your total order value (provided your order has not been dispatched within our usual 16 working day timeframe and you paid the full price for the order)
- with a partial refund of 5% of your total order value if you have used a discount when ordering (provided your order has not been dispatched within our usual 16 working day timeframe and you paid a discounted price for the order).
- with a full refund for your total order value (provided your order has not already been dispatched and is delayed due to the courier)
Please contact our support team via email ONLY at email@example.com.
Please include your order reference and preferred option from above. We are only accepting email support regarding orders to ensure requests are triaged to the appropriate team members so that your enquiry is dealt with as swiftly as possible.
What happens to my appointment?
If you have an appointment for vinyl wrapping, vehicle detailing, window tinting or product fitting, we will be in-touch to discuss your options. All appointments will be delayed to limit the spread of Coronavirus.
Why does it take so long to dispatch my order?
We are a growing business, which means that as we grow our stock level grows too. In recent months, we've increased our stock holding which means many products are available for immediate dispatch. However, due to high demand we sometimes run out of stock quicker than expected which means our production facility have a backlog of stock to produce and ship to our warehouse. Production can take longer than expected in some cases (especially with the restrictions across the globe due to COVID-19).
Can I pay for faster delivery?
No. We use the fastest methods available when shipping your item and are unable to offer a faster delivery, in the current climate many couriers are not promising to meet the advertised delivery guidelines so this would be of no use even if there was a faster method available.
Can I collect my order?
No. We are not offering a collection service. This is to help protect our team and customers. When we launch our new premises, we will allow a click & collect style service for all products on our website.
We apologise for these ongoing issues, however, we hope you understand and can be patient while waiting for your order to arrive. By not cancelling your order for a full refund, you are supporting us through these tough times.
Stay safe and stay home. Thank you.