FAQs

Do I have to order online or can I order over the phone?

You can place an order and we can take card payments over the phone. We can only do this during store opening hours and is subject to staff availability. If you are ordering online, get to the checkout page and decide to pay over the phone, although we are able to do this, we cannot guarantee that the product will still be available. Also this is again subject to store opening hours and staff availability.

When will my delivery arrive?

Once an order has been processed, then one of our team will call you to discuss your delivery options. All orders received before 12pm can be delivered the next working day - this will be incur an extra charge of £30. Please note that weekends and Bank/Public Holidays are not be included. We also have a standard delivery which is free of charge and will arrive between 3-5 working weekdays. In select areas of Scotland, Isle of Weight, Isle of Man, Jersey and Guernsey these services are not available and/or any may incur extra charges,. Please email online@tonggardencentre.co.uk if you want to know more. We also offer a free click and collect in store option, which is subject to our store opening times.

What if I am not at home when the delivery arrives?

If you are not available when the delivery is made, then this will be classed as a failed delivery. We will rearrange a new delivery date however an extra cost will be incurred. You can nominate a neighbour/designated person to receive the delivery on your behalf, however this must be arranged before delivery is dispatched.

What happens if my delivery isn’t made on the agreed date?

If we are unable to deliver your purchase for any reason such as bad traffic, bad weather, ill health etc. we would offer an alternative delivery date with no extra cost. If an alternative date cannot be agreed, then we would happily offer a full refund.

Will the driver unpack my purchase?

Unfortunately, due to the insurance policy our delivery driver can only deliver and unload your purchase from the delivery vehicle. The purchase will be delivered packed and on a pallet where applicable. Your location will dictate where your purchase will be left, please see our delivery section for details. The driver will not unpack or build any item you purchase and will not remove any packaging and/or take the pallet away.

My purchase has arrived but I have changed my mind, can I get a refund?

Yes you can. If you decide that you no longer want your purchase, you will have 14 days to get in touch to let us know. Any unwanted purchase must be sent back to our delivery address in its original packaging and unused condition within 30 days of the delivery date. This must be done at your own cost and risk. Any item returned to us in its original packaging and an unused condition will be receive a refund. We can organise to pick up your unwanted purchase, the cost of which will be deducted from your refund.

My purchase has arrived, but it’s faulty, what should I do?

If your purchase arrives faulty then, if possible, we will happily send out a replacement part as this is quite often the quickest solution. If this isn’t possible, however, then we will arrange for the faulty purchase to be picked up and a new one sent out instead. If we are unable to supply a replacement item/product, then a full refund will be issued. If we receive any item/product back that is deemed fit for purpose, then a delivery/collection cost will be incurred and billed to the card used to take payment.

My purchase hasn’t arrived, what should I do?

Simply get in touch by phone or email and we will look into this matter for you as a matter of urgency.