Superglass :: Service Flexibility

Increasing demand for our products and our high volume manufacturing facility enabled us to build a nationwide network of merchant and distributor customers. With their support we can provide an unrivalled service to the many thouands of specifiers and end users who choose our insulation products every day. To assist our customers in the bulk ordering and distribution of Superglass products, we always strive to provide a level of customer service that is second to none in the industry. This comprehensive service package is regularly reviewed and improved to meet changing markets.

Order Quantity

Orders can be ordered in the following:
1. Full loads (20 pallets) - free delivery

2. Part loads (any quantity of 6 pallets or above) - free delivery

3. Small loads (any quantity less than 6 pallets - charged at the courier rate of the delivery

Product Requiring Minimum Order Quantity

Any product not on the price list is by definition 'non-standard' and available in a minimum order quantity of 6 pallets.

Lead Times

Full Loads

Full loads can normally be delivered to a single destination at a specified date and time within 3 full working days.

For orders greater than a full load, Superglass reserves the right to split the delivery in the most convenient manner with agreement with the customer.

Part Loads

Part loads can normally be delivered within 5 full working days. Where a week commencing date is required for an order, the delivery will be made within 5 full working days from the week commencing date stated.

Small Loads

Deliveries of less than 6 pallets are available subject to a carriage charge. This carriage charge does not guarantee a date or time of delivery, but will be delivered where possible within 5 working days.

Deliveries can be arranged on Saturdays and Sundays subject to enquiry.

Short Load Notification

Our haulage partners are responsible for the delivery of orders in full loads and at the time specified. Any shortages should be highlighted to the driver at the time of delivery and marked on the delivery advice note. In addition, we request that any shortages are notified to the Superglass Sales office either by phone, email or fax at the time of delivery and certainly with 72 hours of delivery. Any shortages notified after 72 hours will not be considered.

Demurrage

In line with the conditions laid down by the Road Haulage Association it should take a maximum 2 hours to offload the delivery vehicle. A charge of £50 will be made thereafter for each hour or part thereof.

Amending an Order

We accept that our customer requirements will change on a day to day basis and understand that you may need to amend your order after it has been placed. All amendments must be in writing and clearly marked as an amendment to prevent duplication. We will not levy a charge for these amendments, however if the amendment is within 2 days of the scheduled delivery it may result in the delivery date being adversely affected - up to 3 days on a full load or 5 days for a part load, in line with our standard delivery terms.

No amendments will be allowed to non-standard products (items not included on the current Superglass Price List) unless we are notified in writing more than 5 working days before the delivery.

Where a delivery is amended within 2 days of the scheduled delivery date Superglass reserve the right to apply a demurrage charge which may be incurred as a result of the vehicle already being loaded and ready for dispatch.

Please note that as with order placing you must make sure we receive your amendment in writing within working hours as any amendment received after 5:00pm will be classed as the following days amendment e.g any amendment received on a Monday at 5:10pm will be classed as received on Tuesday.

Cancelling an Order

Superglass reserves the right to charge a cancellation fee if your order is cancelled after 12:00pm 2 days before the scheduled delivery date. These charges will include administration, handling, haulage and, if the material is non-standard, the order value of the product cancelled.

Please note that as with order placing and amendments you must make sure we receive your cancellation in writing within working hours as any cancellation received after 5:00pm will be classed as the following day's cancellation e.g any cancellation received on a Monday at 5:10pm will be classed as received on Tuesday. This will determine the charges applied.

Click here to download your copy of the Superglass Customer Service Commitment

This document outlines our customer service support package which enables customers to order Superglass products with total confindence against delivery and service criteria that set the benchmark for the industry and demonstrates our total commitment to customer support.

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