FAQs

What is the purpose of these FAQs?

These FAQs ( Frequently Asked Questions) are intended to anticipate the type of questions you may have. They do not replace personal contact with us but are a good reference point in the first instance.

Online Order / Product Enquiries

Do you only supply to Trade? Do I need an account to buy from you?
No, DTC Merchants supply to both Trade and Retail. You do not need to have an account with us to buy online or in branch. However, if this is not a one off purchase we would encourage you to open an account to benefit from the features we offer account holders: Free delivery, trade prices, online account management for quotes, orders, view order history, invoices, see who signed for goods, and make payments online.

How do I place an order?
To place an order online, you will be prompted to select the branch* you want to use once you begin filling your basket. This will link in with the branch stock in real time so you have a clear picture of what products are kept in stock and what would need to be ordered in specially. Continue to check out where you will get a confirmation of what you have ordered and an opportunity to make any changes.  Enter your details and pay for the goods if you do not hold an account with us. If you are an account holder please use your login details and all your agreed prices will apply.

 *As we have 2 branches in Dumfries please select based on whether this is for building materials or timber & sheet materials.

Can I order over the phone?

Yes, please contact your local branch and they will take payment over the phone

Do you offer a Trade Discount?
Discounts are available for the trade and for volume orders or repeat business. Please contact your local branch.

Do the prices include VAT?
Our prices are displayed excluding vat by default, however, if you prefer to see inclusive of VAT prices use the VAT slider at the top of the page to simply switch between excluding to including vat.

I am looking for something on your website and can't find it. Can you help me?
Of course, call your local branch and we would be happy to help.

What is click and collect?
Our Click & Collect service allows customers to choose and pay for products online and then collect them from branch for free. Similar to how you would order products for delivery, just select click and collect and we will have your items ready for collection within three working hours from receiving your order.

Can I check products stock availability?
Yes, on product selection you will see how many of the products are available.

What cards do you accept for payment?
Our payments are processed by Sagepay. We accept all major credit and debit cards; MasterCard, Visa, Maestro, Solo, and American Express.

 

Deliveries

How much will this cost?
Delivery charges are worked out by postcode and in most cases are free due to the size of order. For areas out with our normal zones please contact our sales team who will negotiate a delivery charge.

How long will this take?
We aim to have goods delivered within 2 days. In some cases this can be sooner depending on the type of goods and the address.

Can I specify a delivery date?
As our products come in a variety of weights and sizes we aim to have goods delivered within 2 days. Upon receipt of your order, you will be contacted by one of our branches to discuss a mutually agreeable delivery date.

Will the driver carry the products into my house?
Deliveries are to kerbside only meaning our trucks will not enter your property due to the likelihood of damage from the weight of our vehicles. Our cranes have a long reach and our drivers will always try their best to get the material where you want it. Please ensure you have the necessary ability and equipment (if required) to move the items into your property.

Can I collect from a branch?
Yes, you can use our click and collect process online. At checkout you can select the option to collect rather than delivery. We aim to have your orders ready to collect within three working hours from receiving your order.

Can I amend my order once it has been placed?
In most circumstance yes, unless we have had to modify the product in any way, example cutting our artificial grass to suit your requirements. Please contact the local branch to make any amendments as soon as possible.

Can I return a product?

Yes, as long as the goods are in a resaleable condition as outline in our returns policy. To arrange a return, please call or email your local branch.

Account Holders

How do I register my trade account so I can use my account online?

Please contact your local branch to let us know you would like to have access to the trade portal. We will then update our system and provide you with a username and password.

How do I reset my password?
If you have forgotten your password please go to the trade login and click the ‘forgotten password’ link to rest this.

Sorry, this item is currently out of stock.
We currently hold [remaining-stock] units of this item in stock. The remainder will be put on back order.
You cannot order more of this item than we currently hold in stock.
You must order at least [min-order-qty] of this product.
You must order at least [min-order-qty] of this product. We currently hold [remaining-stock] in stock. The remainder will be put on back order.