FAQ

TG Builders Merchants - Online Orders FAQ's

Please note, these FAQ's are in relation to orders placed online.



Please click here to find the locations and details of all TG Builders Merchants

After placing an online order you will receive an email from us acknowledging that we have safely received your order. We aim to despatch your order as soon as possible, usually within 3-5 working days. We will keep you informed by email or phone as to when you can collect your order you’re your chosen branch or expect your goods to arrive. Click here to view our delivery section.

For your piece of mind, and to combat fraudulent transactions, we process our online payments through Cardnet, a Lloyds Banking Group secure payment processing service. We accept the following payment types:

Visa credit and debit cards

Visa Electron

Maestro debit cards

MasterCard credit and debit cards

We try to match the online price with our in store prices, however in some cases we might offer online only promotions/ prices.

Yes, you can order online and pick up in store. Please select this option during the Checkout stage.

You will have the option to either collect the item at your local branch or have it delivered.

Delivery costs will depend on size of the product and delivery location.
For more details please click here.

Delivery charges will be shown and added at checkout, however, we reserve the right to add an additional charge depending on the quantity of items purchased, the size of the item (length or width), the total weight of your order and the delivery location. You will be notified of these additional charges prior to delivery.

No liability will be accepted for any costs resulting from incorrect addresses or postcodes used on delivery addresses due to errors or omissions.

Goods delivered must be met and signed for. It is the customer’s responsibility to ensure access is available for large vehicles. Any re-delivery charges incurred will be charged to the customer. Goods left unsigned for at the customer’s request will be at the customer’s risk, we will accept no liability for goods left unsigned for, and no claim for any consequential loss will be accepted.

For more details regarding delivery costs please click here

We will obviously try to deliver all your items in one drop. We will keep you notified about your order and when you can expect delivery.

Unfortunately we currently cannot process online orders from existing trade account customers at the moment, but if you want to make an enquiry with your nearest branch click here.

Wherever you see the ‘add to cart’ icon you will be able to buy this product online.

If you haven’t received your order within 7 working days please contact us by email on tgbmwebsiteenquiries@tggroup.co.uk or by phone on 01691 626 262

If you find that your product/s has been damaged when you receive it, please inform us straight away. We request that damages be notified to us within 24 hours of receipt.

e-mail tgbmwebsiteenquiries@tggroup.co.uk

telephone on 01691 626 262

Please supply us with your order number and details so we can investigate the matter further.

You can return unused store purchased products to any TG Builders Merchants’ store for an exchange or refund within 7 days after receipt of the goods. Please ensure that you take your receipt with you as proof of purchase for the store to exchange or refund the goods appropriately.

Please contact your local TG Builders Merchants with details of the order. Please click here to find the locations and details of all TG Builders Merchants.

Please contact us as soon as possible on tgbmwebsiteenquiries@tggroup.co.uk or by phone on 01691 626 262 should you wish to cancel or amend your order.

We aim to deliver goods to you within the time indicated by us once we have received your order. We will keep you notified about your order and when you can expect delivery of your items. However, from time to time situations may arise that are beyond our control therefore we strongly recommend you should always await delivery of the goods before you contact a tradesman to carry out any relevant work. TG Builders Merchants shall not be held responsible for any costs incurred from tradesmen being on-site before the goods have arrived.

We will discuss access and delivery when confirming the order. Goods will be offloaded at the nearest flat-surfaced kerbside. The driver will not be responsible for getting your goods into the property.

The following points may help clarify the driver's responsibility to you:

  • Overall it is the receiving customer that is ultimately responsible for the goods they have ordered, and should therefore take the necessary arrangements for off-loading.
  • The driver is requested to assess the delivery access point, if he considers it to be unsafe, likely to cause harm, personal injury, or damage to property he should not enter. Typical examples are overhanging trees, foliage, obstructions and soft surfaces.
  • Drivers are not insured to take goods into your property
  • We do not take away packaging materials for disposal
  • If you are unhappy about any aspect of our site or the service you receive from us and would like to make a complaint, please contact us on tgbmwebsiteenquiries@tggroup.co.uk or by phone on 01691 626 262

    We undertake to handle all complaints fairly and competently. We will keep you informed either by telephone or email at each stage and will endeavour to fully resolve your complaint as soon as possible.