Frequently asked questions

Frequently Asked Questions

You'll find the answers to every popular question we get asked below.  We've broken this section down into categories, starting with Delivery questions.

Delivery

Do I need to be in when you deliver?

TWO PEOPLE must be available on the day of delivery to assist the driver in offloading sleepers.  If you are not in the driver will not be able to deliver and you will be charged the cost of redelivery. 

Each delivery is allocated 30 minutes for unloading.

Will everything be delivered on the same day if I order multiple items?

If you order multiple products your order may arrive on multiple consignments. We endeavor to ensure that all products ordered are delivered on the same day but the time of arrival may be different.

What happens if I’m not in when you deliver?

If you are not in, the driver will not be able to deliver and you will be charged the cost of redelivery.

Do you deliver to my area?

We deliver to all areas of England, Wales and Scotland, with the exception of the Isle of Wight, the Channel Islands and the Scottish Highlands and islands (please contact us for a bespoke delivery quote to these areas).

What do you charge to deliver?

We calculate delivery costs based on your delivery postcode, allowing us to provide you with the lowest possible delivery rate to your area. To calculate your delivery costs, simply add your product/s to your basket, then add your postcode in the Calculate Delivery Costs box on the Shopping Basket page for an instant price. Please note delivery prices vary depending on the size of your order. 

Can I collect from you?

Yes we are pleased to inform customers that Gardoo have reinstated the click and collect service. Please place and pay for all orders online before arrival, once on site present your order number to our staff in reception, return to your car and our yard staff will bring your order to you, whilst in the building please remember to wear a mask. Due to stock availability walk in sales on sleepers is not available at this present time.

When do you deliver?

We deliver Monday to Friday between 8am and 6pm excluding Bank Holidays.

You may also request a specific day for delivery (providing it falls within our delivery times) by entering your request in the Delivery Instructions box at checkout, or by contacting us.

Do you deliver on Sundays or Bank Holidays?

No, our courier network does not offer Sunday or Bank Holiday deliveries. 

Can I request a specific day for delivery?

Absolutely, at checkout a delivery calendar will enable you to choose a date from those currently available.

The UK pallet network is currently experiencing unprecedented demand on the delivery service, (50% higher than pre-covid levels) we have therefore suspended premium services such as next day & timed deliveries, all our deliveries will be on our economy service which is currently 3-4 working days from placing order. Whilst we provide a delivery date, we will always do our very best to ensure your delivery is made between 8am & 6pm on your chosen date but we cannot guarantee this due to matters beyond our control. We will do our very best to inform you of any delays once our haulier has informed us, but this is not always possible, and we therefore believe it’s best to warn customers of the possibility of delays to our delivery service.

When will I receive my order?

We currently only offer our standard 3-4 working day delivery service, we aim to deliver all orders within this timescale or on your chosen delivery date, but the UK pallet network is currently experiencing unprecedented demand on the delivery service, (50% higher than pre-covid levels) we have therefore suspended premium services such as next day & timed deliveries, all our deliveries will be on our economy service which is currently 3-4 working days from placing order. Whilst we provide a delivery date, we will always do our very best to ensure your delivery is made between 8am & 6pm on your chosen date but we cannot guarantee this due to matters beyond our control. We will do our very best to inform you of any delays once our haulier has informed us, but this is not always possible, and we therefore believe it’s best to warn customers of the possibility of delays to our delivery service.

What time will my delivery arrive?

Between 8am & 6pm on the day of delivery

Can you give me an ETA on my delivery?

Currently we do not offer an ETA due to many reasons beyond our control, we are working with our delivery partners to introduce live updates over the coming months.

Can I select a time for my delivery?

Unfortunately we do not offer delivery times slots, all deliveries are made between 8am & 6pm Monday to Friday excluding bank holidays.

Will I receive all of my order in one go?

If your order includes a Treatment Pack/s, please note these are delivered in a separate consignment to sleepers.  You may receive your Treatment Pack/s on the same day as your sleepers, or the following working day.

All other products are delivered together.

If your order includes Sleeper Screws, please note that these are delivered in packets attached between the first and second rows of sleepers on the pallet.  This ensures they stay secure and cannot get lost in transit.  However, this does mean they may not be instantly visible through the packaging.

How will my order be delivered?

Your order will be delivered on a pallet/s. The delivery vehicle will not be fitted with a crane or winch.  Please be aware that the driver will not be able to lift your order over walls or fences or up steps, slopes, etc.

If your delivery address falls within an area in which it is illegal for our delivery vehicle to park or offload, Gardoo will not be able to make delivery.

If you have any concerns regarding how our delivery vehicle can access/unload to your delivery address, please contact us before placing your order.

Accessing My Address

Are there locations or situations where Gardoo cannot deliver?

Please see 'How will my order be delivered?' and 'How big is the delivery vehicle?' for information.

Will you need access to my property?

No. All deliveries are kerb side, although we will deliver closer to your delivery address if this is possible, for example, on your driveway.  If you do not wish for us to unload on a driveway/anywhere other than kerb side, you must let us know by entering this request in the Delivery Instructions box at the checkout or by contacting us immediately.

Can you lift my delivery over walls, fences, up steps or slopes?

Unfortunately this is not possible – please see ‘How will my order be delivered?’ for more information.

Where will my delivery be unloaded?

All Gardoo deliveries are kerb side.  This means that our delivery driver will unload your order at the kerb side, or the nearest point of delivery to your address (i.e. your driveway); whichever is closest.  If you have any specific questions/requirements regarding this, please contact us.

How big is the delivery vehicle?

Vehicles may be up to 20 tonnes gross weight.  Vehicle dimensions will be a maximum of 8 metres long by 4 metres wide by 5 metres high.  If your delivery address does not have sufficient access, Gardoo will not be able to make delivery.

When considering access, please consider width restrictions, parked cars, trees, low bridges and power lines etc.

If you have any concerns regarding if/how our delivery vehicle can access/unload to your delivery address, please contact us before placing your order.

Changing / Cancelling My Order

What if I want to change my order?

Currently we despatch orders 3 working days prior to your delivery date, if you change your order, it must be 3 working days prior to this(excluding weekends and bank holidays), it may be possible to make changes after this but they may incur a charge.

All changes must be made by contacting our Customer Services team on customer.service@gardoo.co.uk.  Please note that changes made after this point may be possible but may incur a charge.

What if I want to cancel my order?

As orders are currently being despatched 3 days prior to delivery, all cancellations must be made by 12pm on 3 working days( excluding weekends and bank holidays) prior to this (i.e. if your order is due for delivery on Thursday 21st you must notify us by 12pm on Monday the 18th).

All cancellations must be made by contacting our customer services at customer.service@ahs-ltd.co.uk . Please note that there may be a charge to your method of payment for goods which are cancelled after leaving our depot, this can include a restocking charge and the full cost of delivery.

Missing Items

I ordered a Treatment Pack/s but it has not arrived with my sleepers

Don’t worry, it’s on its way!  Treatment Packs are delivered in a separate consignment to sleepers.  You may receive your Treatment Pack/s on the same day as your sleepers, or the following working day.

I ordered Sleeper Screws, but they have not arrived with my sleepers

If your order includes Sleeper Screws, please note that these are delivered in packets attached between the first and second rows of sleepers on the pallet.  This ensures they stay secure and cannot get lost in transit.  However, this does mean they may not be instantly visible through the packaging.

Sleeper Product Specification

Are Gardoo sleepers treated?

Yes. All our sleepers are treated to prolong their life. Our green sleepers have been treated with Tanalith E and our brown sleepers have been treated with Tanalith E and coloured with Tanatone.

Please see 'What are Gardoo sleepers treated with?' for further details.

What are Gardoo sleepers treated with?

Green Sleepers: Pressure-treated with Tanalith E, a water-based wood preservative that contains copper and proven organic biocides.  Tanalith E pressure-treated timber has a long-term protection against fungal and insect attack when used both in and out of contact with the ground, in appropriate applications.

Brown Sleepers: Pressure-treated with Tanalith E and coloured with Tanatone. Tanalith E is a water-based wood preservative that contains copper and proven organic biocides.  Tanalith E pressure-treated timber has a long-term protection against fungal and insect attack when used both in and out of contact with the ground, in appropriate applications.

Will I need to retreat my sleepers?

It is not necessary to retreat your sleepers, as the existing treatment will offer long-term protection against fungal and insect attack.

However, if you wish to retain their original colour and/or help further prolong their protection against attack, we recommend that you retreat your sleepers by applying a stain/preservative or varnish before the original colour fades.  Continue this retreatment annually to maintain that colour.

Does the colour of your sleepers vary?

As a natural product, each sleeper is unique.  This means that there may be some colour variations.  When sleepers undergo their staining process, it will take time for the dye to dry out - this may take a few weeks - so you may receive a batch of brown sleepers, for example, where one side of the sleepers has a red-brown colour and the other side is a more mellow brown.  However, once this dye has dried the colour will even out.

Will my sleepers change colour?

As part of the natural weathering and ageing process, sleepers will fade over time. Please note this weathering process does not indicate any loss of preservative protection.

Most people appreciate this fading, as part of using a natural wood product.  However, if you wish to retain the original colour, we recommend that you retreat your sleepers by applying a stain/preservative or varnish before the original colour fades. Continue this retreatment annually to maintain that colour.

The time it takes and the amount by which sleepers change will vary depending on a number of factors, including exposure to sunlight and other weather conditions, as well as the application in which the sleepers have been used.

Our different coloured sleepers will fade to slightly different shades, as detailed below.

Green Sleepers: will gradually turn a lovely shade of silver grey.  This process will take approximately 3-6 months for sleepers that are used outdoors, with the sun helping to bleach the wood.

Brown Sleepers: will gradually mellow to a dark brown/ grey colour.  This process will take approximately 3-6 months for sleepers that are used outdoors, with the sun helping to bleach the wood.

Does Gardoo source its timber responsibly?

Yes, this is very important to us. All our sleepers are Forestry Stewardship Council (FSC®) certified. You can read more about this and view our certificate here.

Does the size of your sleepers refer to the actual finished size?

The stated dimensions of our sleepers refer to the finished size, with the exception of our Planed and Bevelled Sleepers.

Planed and Bevelled Sleepers are always sold in their pre-finished size, but the process of planing and bevelling the edges means the width and height is reduced by 4mm.  You’ll see we make this nice and clear on our website, by including both the original size and actual finished size on each of our products and stating: Due to the finishing process of our Planed & Bevelled (PAR) Sleepers, the finished size of a 100mm x 200mm PAR Sleepers is 96mm x 196mm.

What do your sleepers measure in feet and inches?

 Sleeper product

 

 Metric dimensions (mm)  

 

 Imperial dimensions (feet and inches,  

 to nearest inch)

 1200mm x 100mm x 200mm

 Sawn softwood sleeper

 

 Length: 1200mm

 Height: 100mm

 Width: 200mm

 Length: 3' 11"

 Height: 3.9"

 Width: 7.9’’

 1200mm x 120mm x 240mm

 Sawn softwood sleeper

 

 Length: 1200mm

 Height: 120mm

 Width: 240mm

 Length: 3' 11"

 Height: 4.7’’

 Width: 9.4’’

 1800mm x 100mm x 200mm

 Sawn softwood sleeper

 

 Length: 1800mm

 Height: 100mm

 Width: 200mm

 Length: 5’ 11’’

 Height: 3.9"

 Width: 7.9’’

 1800mm x 100mm x 200mm   

 (finished size 1800mm x 96mm x 196mm)

 Planed and bevelled softwood sleeper

 Length: 1800mm

 Height: 96mm

 Width: 196mm

 Length: 5’ 11’’

 Height: 3.8’’

 Width: 7.7’’

 1800mm x 120mm x 240mm

 Sawn softwood sleeper

 

 Length: 1800mm

 Height: 120mm

 Width: 240mm

 Length: 5’ 11’’

 Height: 4.7’’

 Width: 9.4’’

 2400mm x 100mm x 200mm

 Sawn softwood sleeper

 

 Length: 2400mm

 Height: 100mm

 Width: 200mm

 Length: 7’ 10’’

 Height: 3.9"

 Width: 7.9’’

 2400mm x 100mm x 200mm         

 (finished size 2400mm x 96mm x 196mm)  

 Planed and bevelled softwood sleeper

 Length: 2400mm

 Height: 96mm

 Width: 196mm

 Length: 7’ 10’’

 Height: 3.8’’

 Width: 7.7’’

 2400mm x 120mm x 240mm

 Sawn softwood sleeper

 

 Length: 2400mm

 Height: 120mm

 Width: 240mm

 Length: 7’ 10’’

 Height: 4.7’’

 Width: 9.4’’

How much do your sleepers weigh?

 Sleeper product

 Average weight

 Please note: as a natural wood product weight

 can vary depending on several factors and

 actual weight may be higher or lower than this. 

 1200mm x 100mm x 200mm

 Sawn softwood sleeper

 14.5kg

 

 1200mm x 120mm x 240mm

 Sawn softwood sleeper

 21kg 

 

 1800mm x 100mm x 200mm

 Sawn softwood sleeper

 22kg

 

 1800mm x 100mm x 200mm   

 (finished size 1800mm x 96mm x 196mm)

 Planed and bevelled softwood sleeper

 22kg

 

 

 1800mm x 120mm x 240mm

 Sawn softwood sleeper

 31kg

 

 2400mm x 100mm x 200mm

 Sawn softwood sleeper

 29kg

 

 2400mm x 100mm x 200mm         

 (finished size 2400mm x 96mm x 196mm) 

 Planed and bevelled softwood sleeper

 29kg

 

 

 2400mm x 120mm x 240mm

 Sawn softwood sleeper

 42kg

 

Will my sleepers contain any splits, knots or wanes?

As a natural product, each sleeper is unique.  This means that there may be splits, knots and wanes.

Will my sleepers contain splinters?

As a processed wood product, please be aware that sleepers may contain splinters.  Care should be taken in handling sleepers and we recommend wearing gloves when handling.

If you wish to reduce the risk of splinters, our Planed and Bevelled Sleepers are your perfect choice. These sleepers have been processed to achieve a smoother surface than our sawn sleepers, with the square edges bevelled to create a sloping edge. 

Virtually splinter free, these sleepers are the safest option for children’s play areas and great for creating furniture.

Applications

Are your sleepers safe to use in children’s play areas?

Our Planed and Bevelled Sleepers, also referred to as planed all round (PAR), are the perfect choice for children’s play areas, schools, parks and for creating benches and outdoor furniture.

These sleepers have been processed to achieve a smoother surface than our sawn sleepers, with the square edges bevelled to create a sloping edge. 

Virtually splinter free, these sleepers are the safest option for children’s play areas.

General Questions

Do I need to return pallets once empty?

You do not need to return any packaging to Gardoo.  We ask that customers reuse/recycle empty bags and pallets responsibly.