COVID-19 updates for customers

NHS Test & Trace

The team here at Tuffnells is continuously reviewing the development of the COVID-19 pandemic across the UK and the impact it is having on our ability to deliver our services.

Like many businesses, we are being affected by an increase in the number of team members and agency workers needing to self-isolate as a result of NHS Test and Trace notifications. Whilst we are implementing a number of internal measures to help mitigate these challenges, the COVID-19 pandemic is causing serious disruption outside of our reasonable control, and this is unfortunately impacting our ability to fulfil our service offering. Collections and deliveries may take longer than normal and there may be extended response times for our Customer Experience centres.

Rest assured that everyone at Tuffnells is working hard to keep service disruption to a minimum and we thank all of our brilliant customers for their patience and understanding during these unprecedented times.

Temporary Surcharge for Europe and Rest of World (Excluding Ireland)

Due to the COVID-19 outbreak, our European and Worldwide delivery service providers have been forced to implement surcharges for European and Worldwide delivery services. Unfortunately, Tuffnells must therefore introduce a temporary surcharge to all European and Worldwide deliveries.

To continue providing our customers with the best possible European and Worldwide services, we are implementing a surcharge on all non UK deliveries, excluding Ireland, from Monday 6th April 2020 until further notice.

The current disruption in the global logistics industry has increased our cost to serve. This temporary surcharge will allow us to continue to provide you with an effective European and Worldwide delivery solution.

Surcharge amount (GBP per kilo) for Europe and the Rest of World (excluding Ireland)

A surcharge of 30p per kilo will be added to the delivery cost, with a minimum charge of £1.00 per consignment.

Our priority is to continue to supply our customers with a comprehensive delivery solution for all requirements, and this temporary surcharge allows us to do that.

Issues with delivery and storage

During the outbreak of Covid-19 (Coronavirus) we are continuing to work exceptionally hard to maintain service as normal for everyone. However, due to in our customer network and wider supply chain, we are experiencing some difficulties in delivering goods. 

Please be aware that a storage charge may be applied to you if, due to the closure of a business, we cannot deliver or return your goods and they remain in the Tuffnells network.

As a result of the above, a temporary suspension of all service credits has been put in place and will be reviewed at the end of January 2022.

Steps taken to minimise the spread of COVID-19

Here are the steps we’re taking to help minimise the spread of COVID-19 while we maintain the crucial nation-wide logistics service we provide for our customers.

Due to the Covid-19 pandemic, we are taking every precaution to reduce the spread of the virus.

Parcel shipments 

  • Packages only fitting into the below criteria are classed as parcels
  • Up to 50kg per item actual or volumetric
  • Up to 270cm long  with a maximum girth of 330cm = calculation L + (Hx2) + (Dx2)

Freight shipments 

Borders around Europe are carrying out enhanced checks so there may be some delays in departures from UK and long waiting times at borders. Therefore, we are experiencing delays but we are still shipping. All European destinations will require a contact name and telephone number. All failed deliveries will incur additional fees, for delivery reattempts and storage.

Transit times are likely to be impacted and may be extended to all destinations at any time.

Other Non-European countries with possible delayed transit times include: USA, Canada, Caribbean, China, Vietnam, Hong Kong, Mongolia, Indonesia, Argentina, South Korea.

We will continue to keep you updated on any changes to our services.