COVID 19 | Bulldog Gear - Order & Stock Update
Dear Customers, Partners and Friends,
We wanted to provide you with an update on the current Covid 19 situation at Bulldog Gear.
The most common questions relate to:
- Current Operation - Fulfilment and Manufacturing
- Order Lead Times - UK
- Order Lead Times - Non UK
- Pre-Ordered Products
- Stock - When are items due back in
- Order Cancelation
- Returns - Extension
- Custom Orders
We have a number of items available for purchase as Pre-Order.
These products are given an estimated dispatch week written on the product page at the top of the product description, in BOLD and RED.
‘PRE-ORDER your weight vest for dispatch week commencing 25th July’.
Please note: These are ESTIMATED dates for dispatch and may be SUBJECT TO CHANGE due to issues surrounding Brexit, Covid-19, and the well advertised issues regarding port congestion and delays. We strive to provide the most timely and up to date information, but given that this is a European and cross industry issue from fitness to automotive, it is out of our control and we are unable to provide individual updates and the normal level service our customers expect.
Please do not place an order for a Pre-Order item unless you accept that there may be some delays in the shipment and in our communication to update you as the situation changes daily.
We appreciate your continued support and patience during this frustrating time.
We apologise wholeheartedly for the level of service and more specifically the level of communication we have provided in regards to the delayed pre-order items. We typically provide an ETA 4 weeks after the expected arrival date to our warehouse of goods.
This is not our standard level of service. We have either been waiting for the above products or components needed to finish the above products via shipping lines inbound to the UK.
As I am sure you will have seen on the news, this is a cross-industry issue affecting many areas of the UK economy.
There is currently ongoing heavy congestion at Felixstowe and Southampton with equipment issues (the port is full of empty containers). We have seen shipping dates change on a daily basis with ships expected to arrive then diverted to Antwerp for example, and then having to be unloaded and then trucked or reloaded onto another vessel, shipped back to the UK only then again not being able to dock and be unloaded.
Our customer service team have been trying to ascertain reliable and accurate dates in a climate of logical chaos and we have therefore been unable to provide accurate updates.
Please note, we will not be able to offer separate dispatch for other items in your order because of these delays. We will also be unable to offer any compensation for shipping fees.
We continue to be inundated with an unprecedented amount of questions across all platforms and as such we hope this statement will offer you the information required. - 01/03/2021
Firstly and most importantly, we are still operating but with a much leaner team focused on order fulfilment and manufacturing only. This is a scaled size crew as the health and well being of our staff is our number one priority.
All office staff are working remotely and as such you cannot contact us via phone currently. We have also streamlined our correspondence to email only via email@example.com
Order Lead Times - UK
If you have placed an order with us, you will receive an order confirmation email. Your next correspondence will not be until dispatch from the warehouse.
For Large orders there is currently a 7-14 day lead time
For Small orders there is currently a 7-10 day lead time
Where possible we are trying to ship orders sooner.
Order Lead Times - Non UK
If you have placed an order with us from outside the UK, your lead times are slightly longer at 7-14 days for dispatch currently - Unfortunately this isn’t something we can control. You will receive an order confirmation email that states the same times as the UK, please understand we are processing these in the same manner as the UK, but from courier onwards is where the extended lead time exists.
We have a number of items available for purchase as Pre-Order - How to know if the item you are purchasing is a Pre-Order?
- In the title it will read the product name followed by Pre-Order:
- For example... Box Kettlebell: Pre-Order.
- The ‘ADD TO CART’ button reads ‘PRE-ORDER’ when you click to make a purchase.
- In the product description, we have added the dispatch date. The first line will read something similar to this... PRE-ORDER your weight vest for dispatch week commencing 25th July.
Please check if the product you are ordering is a Pre-Order ahead of purchase. If you have already made a purchase and are unsure, it will state this on your order confirmation email or in the Stock Update section below.
If you have a mix of stock items and pre-order items. We will ship your order together as one shipment at the pre-order date given. If you wish to receive items sooner please place your orders separately with in stock and pre-order items as separate purchases.
Products restock dates are as set out on the product page. All products with definitive dates have been made available for pre-order. Those items which do not have a set date will remain out of stock, You will be able to sign up to stock email alerts for updates.
If the item you are looking for is not on this list, we don't have a set date for this item. Select the ‘Notify Me When Available’ button and we’ll contact you with information when we receive it.
We are currently expecting (but may be subject to change):
If you wish to cancel your order, please contact firstname.lastname@example.org with your order confirmation number. We will issue a full refund, but due to current operations there may be a delay in receiving the funds back into your account - please bear with us.
If you cancel your order AFTER it has shipped you will be liable for shipping and returns charges.
Should you wish to cancel an order of a galvanised product - You have 48 hours from placing the order with which to cancel it, after this time period has elapsed you order will be processed and no refund given.
Given the current situation, we understand it may be difficult to return items. We have extended our returns window by an additional month. The same terms and conditions apply as outlined in our returns section here, but in addition please contact email@example.com
We are solely focused on order fulfilment and as such there will be a delay in our returns process. Please be rest assured that we will process your return as soon as it is possible.
We are currently unable to provide quotations at this time for any orders for the remainder of 2020 unless you are an existing Business Customer Only. We are able to provide quotes for your project if your timeline is for January 2021. Should you wish to place an order please do so through the website.
We are currently unable to provide custom orders at this time. Should you be looking to create a custom space and are happy to wait, please send through as much information as possible including kit list, images of space and dimensions to firstname.lastname@example.org and we’ll get back to you when we are able to in the near future.
We thank you all for your patience and understanding at this difficult time, we are doing everything possible to get orders to you as quickly as possible and hope that this information helps to answer your questions.
We hope you and your families are safe and well.