Shipping Policy
OTR Direct
Last Updated: January 2026
1. Overview
This Shipping Policy outlines the delivery terms, conditions, and procedures for orders placed with OTR Direct through our website www.otrdirect.co.uk
We are committed to delivering your products in a timely and professional manner.
2. Delivery Areas
2.1 UK Mainland Delivery
We deliver to addresses throughout the UK mainland. Our standard delivery service covers England, Scotland, and Wales.
2.2 Special Delivery Areas
Some remote areas, Scottish Highlands, and offshore locations may incur additional delivery charges or extended delivery times. We will inform you of any additional charges before processing your order.
2.3 International Delivery
We do not currently offer international delivery. All orders must be delivered to UK addresses only.
3. Delivery Charges
3.1 Free Delivery
We offer free delivery on orders meeting the minimum order value, which is displayed on our website during checkout. The minimum order value may vary depending on your location and is subject to change.
3.2 Standard Delivery Charges
For orders below the minimum order value, delivery charges will be calculated based on your location and the size of your order. Delivery costs will be clearly displayed during checkout before you complete your purchase.
3.3 Special Delivery Services
Timed delivery services and other special delivery requirements may incur additional surcharges. These will be communicated and agreed upon at the time of order placement.
4. Delivery Methods
We use trusted courier and delivery partners to ensure your products arrive safely:
● Pallet Network for larger wholesale orders
● Parcel Force for medium-sized orders
● Royal Mail for smaller orders
● Our own delivery vehicles for local deliveries
The delivery method will be selected based on your order size and location to ensure the most efficient and cost-effective service.
5. Order Processing and Dispatch
5.1 Processing Time
Orders are typically processed and dispatched within 48 hours of receipt of payment. However, during busy periods or for large orders, processing may take longer. We will inform you if there are any delays.
5.2 Order Confirmation
Once your order has been dispatched, we will send you an email confirmation with tracking information (where available) so you can monitor your delivery.
5.3 Cut-Off Times
Orders must be placed and payment received before our daily cut-off time to be dispatched on the same day. Cut-off times vary depending on your location and will be communicated during checkout.
6. Delivery Times
6.1 Standard Delivery
Standard delivery times are estimated as follows:
● Local areas: 1–2 business days
● UK mainland: 2–5 business days
● Remote areas: 3–7 business days
6.2 Estimated Delivery Times
Please note that all delivery times are estimates and may vary due to circumstances beyond our control, including weather conditions, courier delays, traffic disruptions, or other unforeseen events. We are not liable for delays caused by such circumstances.
7. Delivery Requirements
7.1 Delivery Address
Delivery will be made to the address provided at the time of order. It is your responsibility to ensure that the delivery address is accurate and complete. We cannot be held responsible for failed deliveries due to incorrect address information.
7.2 Receiving Deliveries
At the time of delivery:
● A responsible adult (18 years or over) must be available to receive and sign for the goods
● The recipient should check the delivery for any visible damage or discrepancies
● Any issues should be noted on the delivery receipt and reported to us within 24 hours
7.3 Missed Deliveries
If you are not available to receive your delivery, the courier will leave a calling card with instructions for redelivery or collection.
We reserve the right to charge for missed deliveries and subsequent redelivery attempts. If a delivery is returned to us due to failed delivery attempts, you will be charged for the return shipping costs and any additional delivery charges.
8. Product Packaging
8.1 Food Safety
All products are packaged in accordance with UK food safety regulations. Temperature-sensitive items are packaged with appropriate cooling materials to maintain quality during transit.
8.2 Pallets and Packaging Materials
Large orders may be delivered on pallets, roll cages, or other reusable containers. You may be charged for these items unless they are returned to us or our nominated agents within a reasonable time. The cost will be communicated at the time of delivery.
9. Perishable and Temperature-Sensitive Products
9.1 Special Handling
Frozen and chilled products require special handling and must be refrigerated or frozen immediately upon receipt. We use temperature-controlled delivery for such products where necessary.
9.2 Customer Responsibility
It is your responsibility to ensure that someone is available to receive perishable items and store them correctly upon delivery. We cannot be held liable for quality issues arising from delayed receipt or improper storage after delivery.
10. Tracking Your Order
Where available, tracking information will be provided via email once your order has been dispatched. You can use this information to monitor the progress of your delivery. If tracking is not available for your delivery method, we will provide an estimated delivery date.
11. Delivery Issues
11.1 Damaged Goods
If goods arrive damaged, please note this on the delivery receipt and contact us immediately. We require photographic evidence of damage to process claims. Please see our Returns Policy for further details.
11.2 Missing Items
If any items are missing from your delivery, please notify us within 24 hours of receipt by contacting our customer service team. We will investigate and arrange for missing items to be dispatched as soon as possible.
11.3 Wrong Items Delivered
If you receive incorrect items, please contact us within 24 hours. We will arrange for the correct items to be delivered and for the incorrect items to be collected at no additional cost to you.
12. Delivery Restrictions
We reserve the right to refuse or restrict deliveries in the following circumstances:
● Safety concerns at the delivery location
● Access restrictions preventing safe delivery
● Extreme weather conditions
● Legal or regulatory restrictions
13. Liability for Non-Delivery
While we take every care to ensure timely delivery, we cannot be held liable for delays or non-delivery caused by circumstances beyond our reasonable control, including but not limited to courier delays, traffic disruptions, adverse weather conditions, strikes, or other force majeure events.
14. Changes to Shipping Policy
We reserve the right to amend this Shipping Policy at any time. Any changes will be posted on our website with an updated revision date. It is your responsibility to review this policy regularly.
15. Contact Us
If you have any questions about our Shipping Policy or need assistance with your delivery, please contact us:
OTR Direct
Email: support@otrdirect.co.uk
Telephone: +44 121 824 3984
Website: www.otrdirect.co.uk
© 2026 OTR Direct. All rights reserved.
