Delivery issues

Delivery Schedule & Courier Handling

Deliveries are completed through planned courier routes and are normally aligned to an organisation's allocated delivery schedule. All supplies orders are dispatched from a centralised service centre via CitySprint. Specific parcel delivery time slots are not provided.

Urgent Order Process

Next-day delivery is not routinely available. Urgent orders incur extra courier costs and are reserved strictly for genuine operational emergencies. Requests are reviewed individually, approval is not guaranteed, and additional verification may be required. Practices are strongly encouraged to maintain consistent stock levels to avoid emergency order requirements.

Missing Deliveries Protocol (Self-Service First)

If your scheduled delivery has not arrived as expected, please complete the following verification steps prior to contacting support:

• Step 1: Check Order Status: Verify in PCSE Online that the order shows as Dispatched  or Delivered, and review the recorded delivery date.
• Step 2: Review Delivery Schedule: Confirm your organisation's allocated delivery day and fortnightly cycle window.
• Step 3: Confirm Delivery Address: Check that the delivery address recorded on the order corresponds with your active premises.
• Step 4: Check Reception & Stores: Enquire with receptionists, security, mailrooms, and internal colleagues who may have signed for the delivery.
• Step 5: Submit Enquiry: If the delivery remains unresolved, submit an enquiry using the Contact Us form, including your PCSE order reference.

Stock Delivery Issues

If items have arrived damaged, incorrect, or incomplete, an investigation can be opened. Please submit an enquiry via the Contact Us form with your organisation details, order number, and details of the issue.