FAQs

Ordering

Is the BPT website open to all?

We supply our products to trade customers rather than selling directly to consumers. If you would like to become a reseller, you can apply for a trade account. Please click here for more information on how to register.

What are the different ways that I can place an order?

You can place your order in whichever way suits you best:

Browse by category or search for products using the website.

If you know the product codes that you want to order, use the Quick Shop function here.

For longer orders, use the bulk order list click here to copy and paste product codes and quantities.

From your order history page, you can reorder full previous orders or select individual products from past orders.

You can go to your favourites and re-order part of or your entire order

Can I amend or cancel my order once it has been placed?

If you need to amend or cancel an order, please contact us as soon as possible. We’ll do our best to help, but this may not be possible if your order has already been processed or dispatched.

I want to order more than the quantity in stock, what can I do?

Please get in touch here and we’ll let you know when the item is due back in stock. We can also place the order on your behalf and arrange for it to be shipped as soon as the stock becomes available.

Delivery

How much does delivery cost?

We offer FREE UK delivery on all orders over £200 (ex VAT).

For orders below £200 (ex VAT), a delivery charge of £12.50 (ex VAT) will apply.

Where can I have my ordered delivered?

We deliver to addresses across the UK. We currently do not deliver to Northern Ireland and the Channel Islands, but we are hoping to add this service soon.

How long will it take for my order to be delivered?

Most orders are delivered within 2–3 working days. Deliveries to some remote areas may take a little longer.

How will my order be delivered?

Orders are usually dispatched by DPD parcel carrier or through The Pallet Network (TPN). Larger deliveries may be sent on a dedicated vehicle. If your site requires a tail-lift vehicle for pallet deliveries, please let us know when placing your order.

Can I track my delivery?

For parcel deliveries, we’ll email your tracking information once your order is ready for dispatch. You’ll also receive delivery updates directly from DPD by email and SMS.

For larger orders sent by pallet, please get in touch here and we’ll provide the latest update on your delivery.

I have an item missing from my order, or it arrives damaged, what do I do?

If an item is missing from your order, please go to your Account, find the order, and click on 'return' to report the missing or damaged item.

Payment

What methods of payment do you accept?

If you would like to become a reseller, please apply for a trade account here. You can request several payment options

Credit or debit card - we accept all major cards, plus we are set up for Apple Pay and Google Pay platforms.

Please note Apple and Google Pay will only be displayed if you are logged in with an email address that is linked to your Apple or Google Wallet.

Payment on pro forma invoice - select this option at checkout and then ensure you pay the pro forma invoice within 2 working days and notify us at support@birchwoodpricetools.com so we can release the order. Please note: no goods will be dispatched before payment and stock will not be reserved after this time.

Credit account facility - If requested on your application form we will run our checks and confirm your elegibility and your terms. Once your account has been set up, you can place orders up to the value of your agreed credit terms.

If your account has an outstanding balance that affects your available credit, you may not be able to place an order online. Please contact us to arrange payment. Once payment has been confirmed as received, you’ll be able to place credit orders through the website again.