DELIVERIES
When placing your order, you will be asked to choose your preferred agreement start date. Physiolab will aim to deliver your Home Recovery Package on or before this date.
We recommend selecting a start date that gives you enough time to receive the package, become familiar with the equipment and feel comfortable using it before your recovery programme begins.
Please make sure that you, or another responsible person, are available at the delivery address to receive the package. This helps to ensure that your equipment arrives safely and without unnecessary delay.
If the courier is unable to complete the delivery, please contact the courier directly using the information provided on the delivery notification to arrange an alternative delivery date.
If your package has not arrived by your agreement start date, please contact Physiolab as soon as possible. We will adjust your agreement start date so that you do not lose any time with the equipment.
We work with third-party courier services to deliver and collect our packages. Although we do everything we can to support a smooth and timely service, some delays may be outside our control. For this reason, we are unable to offer financial compensation for courier delays.
Delivery times may be longer for some postcode areas. Where possible, we recommend selecting an agreement start date that allows a little extra time for your package to arrive.
| Postcode Area | Royal Mail Tracked 24 | APC Courier Service |
|---|---|---|
| England / Wales Mainland | 1–2 working days | Next working day |
| Scottish Mainland | 2–3 working days | 1–2 working days |
| Scottish Offshore (HS, ZE, KW, etc.) | 2–4 working days | 2–5 working days |
| Northern Ireland (BT) | 2–3 working days | 2–5 working days |
| Isle of Wight (PO30–PO41) | 1–2 working days | 2–5 working days |
| Isle of Man (IM) | 2–3 working days | 2–5 working days |
| Channel Islands (JE, GY) | 2–3 working days | 2–5 working days |
| Alderney, Herm & Sark (GY9, GY10) | 3–5 working days | 2–5 working days |
RETURNS
Approximately one week before your agreement is due to end, we will send you a reminder email containing a link to extend your agreement or arrange collection of the equipment.
When arranging a collection, please choose a date when you, or another responsible person, will be available at the collection address to hand the package to the courier.
Before the collection takes place, please carefully pack all equipment and accessories in the crates supplied by Physiolab. A pre-paid returns label will be included with your Home Recovery Package and should be attached securely to the outside of the crate.
Please ensure you close the crate lid fully and secure the lid using the cable ties provided. Secure packing helps protect the equipment and prevents items from being lost or damaged during transit. Physiolab may need to charge for equipment, accessories, packaging or other items that are lost or damaged as a result of inadequate packing, including where the crate lid has not been secured using the cable ties supplied.
Please contact Physiolab before your collection if you need any help with packing your Home Recovery Package and we will be happy to assist.