Delivery help and tracking
Track an eligible delivery, report a problem or find important information about delivery times, pallet deliveries and preparing for the arrival of large commercial equipment.
Track your delivery
Enter the tracking reference from your dispatch email using the tracking tool below.
Report a delivery problem
Tell us about damage, missing items, delays or another problem using the delivery support form.
Prepare for delivery
Check access dimensions, delivery arrangements and what is required when receiving large or palletised equipment.
Track your order
Enter the tracking code shown in your Empire Supplies dispatch email.
Has your order arrived damaged?
Inspect the packaging and goods carefully when they arrive. Note any visible damage with the driver where possible, take clear photographs of the packaging and product, retain all packaging and complete the form below as soon as possible.
Report a delivery issue
Complete this form if your delivery is delayed, damaged, incomplete or you need help with another delivery-related problem.
Delivery FAQs
Important information about delivery times and receiving your order.
When will my order be delivered?
The estimated delivery time is displayed on the individual product page. Please check the delivery information shown for each item before placing your order, as products within the same order may have different lead times.
Next Working Day delivery
Orders for qualifying products must be placed before 3pm on a working day for expected delivery on the following working day. Orders placed after 3pm on Friday or during the weekend will normally be dispatched on Monday for expected delivery on Tuesday.
Longer delivery estimates
Products displaying a longer delivery estimate, such as 1–3 working days, may be delivered directly by a supplier. These lead times are based on the information supplied to us and may vary.
What do I need to know about pallet deliveries?
Many larger items are delivered on a pallet. Unless a different service has been agreed in writing, delivery is made to the nearest safe and accessible point at the delivery address.
Pallet delivery does not normally include moving the equipment inside your premises, unpacking it, positioning it or installing it.
Before delivery, please check:
- The product will fit through all gates, doors, corridors and other access points.
- The delivery vehicle can safely access and leave the site.
- You have sufficient people or suitable equipment available to move the goods from the delivery point.
- Steps, slopes, gravel, restricted access or other site conditions have been considered.
- Someone authorised to inspect and accept the goods will be present.
Watch our large-item delivery guide
Check both the packaged and unpackaged dimensions where available. If you are unsure whether delivery will be possible, contact us before placing your order.
What should I do if my order arrives damaged?
Inspect the outer packaging and the goods at the point of delivery wherever reasonably possible.
- Record visible damage on the driver’s delivery paperwork or electronic device where possible.
- Take clear photographs of every side of the packaging before opening it.
- Take photographs showing the damaged area of the product.
- Keep the pallet, packaging, labels and protective materials.
- Complete the delivery issue form on this page as soon as possible.
Please do not install, use or dispose of a damaged product unless our team has advised you to do so.
What if part of my order is missing?
Items from the same order may sometimes be dispatched separately, particularly when products are supplied from different warehouses or directly by different suppliers.
Check your dispatch emails and packaging carefully. If an expected item is not shown as a separate delivery, complete the delivery issue form with your order number and details of the missing product.
What if nobody is available to accept the delivery?
The first delivery attempt is included with the order. Someone must be available throughout the advised delivery period to inspect and accept the goods.
Where a delivery cannot be completed because nobody is available, the carrier may charge for redelivery. For larger palletised items, the redelivery charge is currently £49 plus VAT.
We ask drivers to call before delivery where possible, but a telephone call cannot be guaranteed and should not be relied upon as the only delivery notification.
Why can’t I track my delivery?
The tracking tool only recognises deliveries sent through supported carriers. Items dispatched directly by a supplier may use a different carrier and may not appear in AfterShip.
Check that you have entered the tracking reference from your dispatch email correctly. If it is still not recognised and the estimated delivery period has passed, complete the form on this page.
Do you deliver outside mainland UK?
Some remote, offshore and international destinations may be available by quotation. Additional delivery charges and longer lead times may apply.
Email sales@empiresupplies.co.uk with the product required, quantity and complete delivery address so that we can check availability and obtain a quotation.
