You'll find a selection of Frequently Asked Questions and answers here
How long does delivery take?
Most of our orders are delivered within a few working days, many the next day. To guarantee next day delivery, call customer services before 2pm on 0800 138 1370. We will check your items are in stock and will squeeze out sparks to make sure you have your parcel by the next working day! Some large items and furniture are delivered directly from our manufacturers and, if made to order, may take up to 8 weeks. Those items which take a little longer are clearly marked on our website.
Which courier do you use?
Yodel and TNT, though smaller items are whisked straight to you by Royal Mail.
Will the parcel have to be signed for?
If delivered by a courier, yes – we like to know our parcel is safely in your hands. Our couriers deliver between 8am and 5pm and will require a signature for proof of delivery. If you have ordered furniture, you will be contacted directly by the manufacturer to arrange a delivery time that’s convenient to you.
What will happen if I'm not in when the courier attempts delivery?
Our courier will leave a card that includes a phone number, enabling you to contact your local depot to rearrange delivery. If a second delivery attempt is unsuccessful, the courier will return the parcel to TTS’ warehouse. In cases such as this, please contact our customer service team who will be pleased to help you further.
Can I track my order once it has been placed?
Yes. Once your order has been processed, we will e-mail you with a web reference number and a link to track your order online.
Is there any extra carriage charge for delivery to the Channel Islands?
Good news! There is No extra charge for delivery, even If you’ve ordered furniture or other large items direct from our suppliers.
Are there any extra carriage charges for trade, export or international orders?
Sadly we’re unable to accept these types of orders online at present, as prices and delivery charges will vary (and we would hate to get it wrong!). However, for a detailed quote and a specialist Account Manager to look after your needs, please email firstname.lastname@example.org, email@example.com or view our International Schools page.
What are your procedures for returning unsuitable or faulty products?
Returning an item is easy. Simply let us know you wish to organise a return within 14 days of your delivery date. You can do this by phone or email, whichever suits you best. We will then arrange a convenient collection date to bring the item(s) back to TTS. Once processed, depending on the details of your return, either a replacement item will be fast-tracked to you or a credit raised back to your account.
How do I apply discount vouchers to my order?
Vouchers are applied at the end of your shopping experience during checkout. It’s really simple to do; once you have completed your selections and click through to pay, just pop the code into the vouchers box and hey presto, your discount will be applied.
Is there any extra carriage charge for B.F.P.O. orders?
We are really sorry but we’re currently unable to process these orders through our website. We do, however, have a lovely Export Team who are ready and waiting to help answer your questions - please email firstname.lastname@example.org.
What confirmation will I receive once the order has been placed?
You will receive two emails when you place an order online. The first will be automatically sent when you have completed the order. The second will be sent when the order has been processed onto our system: this will advise you if anything is out of stock and will contain a link so you can track your order.
How will you advise me if my items are out of stock?
On the second email you receive from us following your order we will advise you if any items are out of stock. You will then also be able to track your order.
How do I amend my web order if it has already been submitted?
Unfortunately you aren’t personally able to amend your order. However, contact us via email as soon as possible after submission to email@example.com with your name, web reference and request, and we will be able to help you.
Why doesn’t a product from your current catalogue show up on your website?
Ensure that the product code is entered without the prefix displayed in the catalogue, e.g. (016) – this prefix is not required for locating the product online. In a small minority of cases a product may have been discontinued and subsequently removed from the website. This means that it will not be available for purchase.
I do not have a current account with you. Can I still order?
Yes, you can either use our quick and easy registration section or utilise our guest checkout facility which enables you to purchase and pay by card without the need for registration.
How do I pay by invoice?
If you are buying resources on behalf of a Local Authority backed school or charity then you will be able to pay via invoice. You will need to register as a customer and then just tick ‘pay by invoice’ when you reach the checkout. The credit terms will be 30 days from date of invoice.
I have put in my card details but they aren't being accepted.
We know how frustrating this can be. Please check the following: Does your invoice address exactly match the address that your card is registered to? (Hint: check your credit card statement to find this.) American Express and some types of Mastercard are not credit cards we can accept at this time; do you have an alternative card you could use? Do you have the funds available now in your account (as we take payment straight away)? If you have checked all of these things and still cannot make payment, please call 0800 138 1370; we will be happy to help.
What if I still have a query?
If these questions have not answered your query, please call our free phone number 0800 138 1370.