BESTWAY STAYCATION POOL

Shipping & Delivery Most of our products are delivered within 24hrs Monday to Friday and for orders over £50 delivery is free*, for same day dispatch orders must be placed before 11:30am. Some of our larger products such a s Quad bikes and dirt buggies can take 2-3 days for delivery due to the size and weight, for these we use a specialist Pallet service to ensure the goods get to you in pristine condition, please note all pallet and large goods delivery are curb side, someone will need to be at the property to sign for the item and the courier will not transport goods into a property or are they able to carry up flights of stairs or to the rear of properties, unfortunately this is a courier stipulation.

All our standard deliveries take place Monday to Friday, Saturday delivery is available on certain items for an additional cost depending on the size of the item and delivery address. If you wish to enquire about a Saturday delivery please contact us via our contact page with your postcode and item you are interested in. Any Saturday delivery needs to be purchased before 11:00 AM on the Friday.

*Delivery Excess: Certain shipments to parts of Mainland Scotland, the Scottish Highlands, Northern Ireland, Republic of Ireland, Europe and other remote or offshore locations in the United Kingdom can take an extra day or two and are subject to an additional 'Excess' delivery charge that is imposed on us by our couriers – This additional charge will be calculated at the checkout stage of your order however we reserve the right to contact you prior to shipment if for some reason it does not. We do try to include all affected postcodes in the following list, but there are others than can apply depending on the courier company used to delivery your order. Please get in touch with us prior to placing your order if you live in an area that usually requires an extra delivery cost.

Scottish Mainland AB10 - AB29, AB31 - AB32, AB39, DD, DG, EH1 - EH55, FK1 - FK18, G, KA1 - KA26, KA29 - 30, KY, ML, PA1 - PA19, PH1 - PH14, TD

Please note, an extra day for delivery needs to be added to the following postcodes(s): AB30, DD8 - DD9

Scottish Highlands AB41, AB46 - AB51, FK19 - 21, IV1 - 20, IV25, IV30 - 37, IV63, PA21 - 35, PA37 - 39, PH15 - 26, PH32, PH49, PH50

Please note, an extra day for delivery needs to be added to the following postcodes(s): AB33 - 38, AB42 - AB45, AB52 - AB56, IV21 - 24, IV26 - 28, IV40, IV52 - 54, KW1 - 14, PA36, PA40, PH30, PH31, PH33 - 41

Scottish Offshore
Please note, the following postcode(s) are two – five day services: HS1 - 9, IV41 - 51, IV55 - 56, KA27 - 28, KW15 - 17, PA20, PA41 - 49, PA60 - 78, PH42 - 44, ZE1 - 3

Northern Ireland BT1 - 17, BT18 - 46, BT47+ Eire, Dub 1 – 24 & County Eire, Dublin 1 – 24 and including Dublin County Isle Of Wight PO30 – 41

You should check your order carefully when it is delivered to you. In the event of any goods delivered by us being damaged in transit, or failing to match the items ordered by you, then you should notify us promptly. We use independent couriers in order to deliver goods to you as quickly and efficiently as possible. We need to hear from you as soon as possible if you believe that your order has been damaged in transit so that we can investigate the matter with our team

Can I place my order over the phone?

For security reasons we are no longer able to take payments over the phone, for the protection of our customers all purchases must be made via our secure online checkout.

I’ve placed my order but haven’t had a confirmation email?

The first place to check is your junk folder, especially if this is the first-time ordering with us, lots of email providers will automatically send automated emails to junk. Secondly check that you have placed the correct email address on your order, if its incorrect an order confirmation cannot be sent. In this instance or if your order confirmation is not in your junk folder then please contact our customer services who will be able to assist you further

Do you have your own warehouse or do you dropship from another company?

We have our own 65,000 SQFT warehouse facility on the outskirts of Bristol. Any stock you see on our website we have in hand ready to ship.

Do you offer finance on your products?

Yes, via PayPal finance or PayPal pay in 3 interest free. This can be selected at the checkout stage once PayPal has been selected as your payment method, the rest is then dealt with through your PayPal account and is subject to status and PayPal’s T’s & C’s

Am I able to collect my item?

On occasion we can accommodate this by appointment only however during busy peak times over the summer and Christmas this will not be possible due to the number of vehicles and haulage back and forth from the warehouse. If you would like to inquire about collecting an item from us, please contact our customer service team who will be happy to advise on the current standing.

Can I visit to view a product?

Like a lot of companies in recent years we’ve made the decision to remain an online only business, whilst we’d love to have a large showroom its just not viable these days so unfortunately viewings are not available. All our products are stored in sealed boxes or crates, we only build them to order if a customer pays for the build and PDI service.

What is the build & PDI service?

At Epicstuff UK LTD we offer a build and PDI service on all our ride on’s, quads, dirt bikes and go karts for an additional £100 flat fee. This fee covers the time spent to build, test, and inspect your item prior to shipping and the pallet fee to ship the item. As the items are much bigger built than non-built all built items must either be sent via the pallet network or via a dedicated delivery service which is notoriously expensive. The build and PDI service is available to select from the product page prior to payment and once your order is placed the item will be booked into the next available slot in our fully equipped workshop. Once built the item will be inspected and tested prior to shipping. Please allow an additional 3 days for delivery time on top of the standard delivery time for this service. Please note that our Build and PDI service is non-refundable should you wish to return your product.

How hard are your products to build if I do it myself?

Our products come part built but will require some mechanical knowledge to complete. For example, for our ride on cars you’ll need to connect the battery, attach the wheels, seat, windscreen and wing mirrors, only basic tools are needed such as a Philips screwdriver. The average customer assembly time on a ride on car is 1hr. For larger items such as quad bikes and dirt bikes you will also need to attach the rear suspension and front suspension and inflate the tyres, you’ll need more tools for these products such as a socket set, a tyre pump, screw drivers and some plyers, we also recommend using lock tight on all nuts and bolts. The average customer build time on our Quads and dirt bikes is 3hrs (less with experience)

What couriers do you use?

We use a wide range of couriers, and it changes from time to time, but our most used couriers are DHL or DPD for smaller ride on’s, Electric scooters and RC toys these services are a 24hr service and offer full tracking although we cannot guarantee delivery times once with the courier due to circumstances outside of our control. For larger items such as Quads, Dirt bikes and some larger 2 seat ride on jeeps we utilise The Pallet Network, this is a 48hr curb side pallet service and offers full tracking. All small spare parts are sent either by Hermes or Royal mail on a tracked 48hr services.

My item has arrived damaged what should I do?

On the rare occasion that your item has arrived with courier damage we require you to email us within 72hours of receipt with pictures of the damage and your order confirmation number (found on your order confirmation email) from here we’ll be able to offer a replacement product or part if applicable or a collection and refund of the item.

I’ve received my item and changed my mind. How do I return the item to you?

We offer a 14 day no questions asked return policy. Providing the item has not been used and is in the original packaging you can return it to us for a full refund minus any build and PDI fees. Too do this we recommend you send via a tracked service with the relevant level of insurance. All returns can be sent to our returns address which can be found on our returns page of the website. Once shipped please email us the tracking info along with your order confirmation number so this can be booked into our inspection centre. Please note you will have to pay the return postage and no refunds can be given for used items.

Do you stock spare parts for your products?

Yes, we have a whole section in our warehouse dedicated to spare parts for all models, we have far too many spare parts to list on the website, if you cannot find what you are looking for, please contact our customer service department for further assistance. Please note that some spares will only be available exclusively to existing customers and not for general sale.

What is a parts warranty?

Due to the nature of certain off-road products such as quads, dirt bikes and RC cars we offer a parts warranty, this warranty covers non consumable parts for manufacturing defects within the stated warranty period. For any parts needed under warranty please contact our customer service team. Please note consumable parts such as tyres, chains, inner tubes, and bearings are not covered under warranty, nor is any part that has been damaged due to misuse or in the case of electrical goods water damage

What is a pre order?

Certain products sell out very quickly, so we give our customers the ability to pre-order the product and have it shipped when the next batch arrives at our warehouse. All pre-orders must be paid for at point of sale as if the product is in stock. You will only see the pre order option for a product when we have a confirmed shipment on the way to us. The estimated dates for the stock arrival are the most accurate we have but are not guaranteed due to lengthy customs processes and procedures, often the stock arrives before the estimated date however it can be a few days after.

I’ve just ordered the wrong product, can I cancel before you ship?

Please contact our customer services department asap. We’ll always try and cancel an order for you however during busy periods we have around 5 courier collections per day to offer our customers the fastest possible service, we may not be able to pull your parcel back. Please note that once dispatched there is no possible way to cancel an order, it must be returned to us for a refund as per our refund policy.

I’ve ordered a product but not received any tracking information?

Regardless of what time of day your item has been dispatched we bulk load the days tracking information every evening. You should receive an email with the details needed to track your parcel at around 7pm on the day of dispatch (don’t forget to check your junk folder). Please note that most tracking numbers will not go live until the courier has scanned the parcel into the hub, normally around 9pm depending on location.

Unable to find satisfactory answers ? Contact Support