Shipping policy

# SHIPPING POLICY

Last updated: 23 September 2026

This policy applies to orders placed with NRG Karting, a trading name of NRG Home & Leisure Limited.

## Processing orders

Orders are normally processed within 1–2 working days, excluding weekends and UK bank holidays. Orders placed after 2pm may be processed on the next working day. Processing may take longer during busy periods, product launches or public holidays. We will contact you if an item is unavailable or a significant delay affects your order.

Processing time is separate from the carrier’s estimated transit time.

## Delivery services and charges

Available delivery options, charges and estimated delivery times are shown at checkout after a delivery address is entered. We may use APC Overnight or another suitable carrier, including Royal Mail, DPD, Evri or Yodel, depending on the destination, parcel dimensions, service selected and operational requirements.

Shopify may provide checkout, label or tracking technology for some shipments, but the selected carrier transports the parcel. Your purchase contract remains with NRG Home & Leisure Limited. Our use of a delivery carrier does not remove any responsibility we have to you under applicable consumer law.

We may substitute a comparable carrier service when reasonably necessary to deliver an order safely and efficiently. We will not reduce the delivery service purchased without informing you and providing an appropriate remedy.

Delivery dates and times are estimates unless expressly sold as guaranteed. Weather, public holidays, industrial action, customs checks and other events outside reasonable control can cause delays.

## APC Overnight deliveries

APC Overnight deliveries follow the procedures applicable to the selected APC service. Delivery is normally attempted on working days, and a signature or other proof of delivery may be required. Tracking will be provided when available.

If nobody is available, APC may leave instructions, attempt redelivery, or ask the recipient to rearrange delivery. A safe-place request is subject to the carrier’s assessment and may not be available for every parcel or address. Service restrictions or longer delivery times may apply to remote or offshore areas and to oversized, restricted or regulated goods.

These carrier procedures do not reduce your rights against NRG Karting if goods are lost, damaged or not delivered as agreed.

## Tracking

When tracking is available, we will send a dispatch confirmation with a tracking link. Tracking may take several hours to update after collection. Customers should provide an accurate email address and telephone number because these details may be used for delivery updates.

## Address problems and refused deliveries

You are responsible for providing a complete and accurate delivery address. Contact sales@nrg-hl.co.uk immediately if you notice an error. We cannot guarantee an address change after processing or dispatch.

If a parcel is returned because an address supplied was incorrect or incomplete, access was unavailable, or delivery was refused without a legal right to do so, we may charge the reasonable cost of redelivery. We will explain any charge before resending the order. This does not affect statutory rights.

## Delayed, lost or apparently delivered parcels

If tracking shows an unexpected delay, allow up to five additional working days unless the carrier advises otherwise. This request does not prevent you from contacting us sooner, and it does not limit any legal right concerning late or failed delivery.

If tracking says delivered but the parcel cannot be found, check the delivery location, nominated safe place, household members, reception or site staff, immediate neighbours, and any delivery photograph or message. If it is still missing, contact sales@nrg-hl.co.uk promptly. We will investigate with the carrier and provide an appropriate remedy where the order is confirmed lost or misdelivered.

## Damaged parcels and missing items

Please inspect the order promptly. Report damage, an incorrect item or a missing item as soon as reasonably possible. Reporting within 14 days helps us investigate with the carrier, but does not limit statutory rights. Include the order number and, where possible, photographs of the outer packaging, label, internal packaging and affected item. Keep the packaging until we confirm whether it is needed.

## International deliveries

For delivery outside the United Kingdom, the recipient may be responsible for import VAT, customs duties, handling fees or other local charges unless checkout expressly says they are included. Customs processing may delay delivery. We will complete customs documentation accurately and cannot declare an artificially reduced value.

Questions about delivery should be sent to sales@nrg-hl.co.uk.