Frequently Asked Questions

When will my order arrive?

SBT are focussed on getting your items to you as soon as possible, to keep your business moving forward. We have an array of delivery options available on checkout with delivery timeframes included. These timeframes are just estimates, and your order may take longer to arrive. As we put a lot of our trust in our couriers - we cannot garuantee these timeframes will be met.

We do ask you to refrain from contacting us up to 2 working days after the stated timeframe - However, you can always get a hold of the team and we can chase this order up for you.

What Brands do you stock?

We offer a huge range of products from the worlds leading manufacturers. Some of these inlude: NTN, SNR, FAG, TIMKEN, INA, MSC, TYGRIS, PORTWEST, UNIWIPE, OPTIBELT, MEGADYNE & MORE.

All of our orders are picked out of our premium stock, with a guarantee that the item you receive is from one of our top quality manufacturers.

How do I know what brand product I am getting?

We aim to get your products to you as soon as possible. We garuantee that all of our products held in stock are of premium quality and you have nothing to worry about where quality is concerned.

If you are interested in budget items, we can provide cost and lead times for this - but you will have to use one of the contact options to send us a message as we do not list these products online.

As well as this, if you prefer to pick a branded item - you can! For example, if you prefer an FAG bearing, let us know at the checkout. Doing this might void your delivery timeframe, and items may take longer to arrive.

I'm not sure what I need.

Well let us help you!

Contact us using any of the following options, and a member of our team will get back to you on the same working day with a solution to get you going:

- Contact Us Form Online

- Online Chat

- Email us (See page footer)

- Phone us (See page footer)

- Pop into a branch (See page footer)

I can't find what I need.

Not to worry, just because it isn't listed online doesn't mean we can't supply it!

The MRO and Engineering industry relies on a lot of products to keep moving - we cannot list all of these online as there are simply, too many.

Contact us with as much information as possible, and we will get back to you with price and availability as soon as possible.

When will my item be ready for collection?

SBT will notify you via E-Mail or Phone call using the details left at checkout when your order is ready to be collected at our selected branch. Please do not travel to store until you receive this notification from us, as it may not be ready yet.

We aim to get all collection orders ready within 24 Hours of processing - but this is not garuanteed.

Can I return an item?

DELIVERIES & RETURNS

All standard orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. Express orders will be processed same day (excluding weekends and holidays).

You will receive another notification when your order has shipped.

Shipping options and charges for your order will be calculated and displayed at checkout.

LOCAL DELIVERY

SBT Offer a speedy and cheap in-house delivery service, but there are some terms and conditions that need to be met:

- Local Delivery is offered to anybody that places an order to a delivery location within 5 Miles of our Head Branch, Unit 1-3 Crofton Court. Unfortunately, we are unable to provide local delivery further than this at the moment.

- If we cannot reach your location, or your order does not fit in schedule, we may use third party couriers to distribute your order. SBT Reserve the right to send goods in any means necessary. Although, we will try to get it to you as soon as possible!

- We offer a premium of SAME DAY FREE Delivery on orders over £25.00 for local deliveries. This is subject to change.

- You must be present at the property at the time of delivery. We require a POD signature of the recipient upon delivery. If we cannot get this signature, we will return your order to SBT, and will send it out using a third party courier - This may prolong or void your delivery timeframe. Please refrain from using our Local service if you think you will not be present at the delivery location!

- SBT will notify you via E-Mail when your order is ready, and despatched.

- We will aim to get your goods to you in a maximum of 3 working days - However, if we are unable to deliver goods using our local service - or you miss the delivery, your order may take up to 7-10 Working days.

- SBT will not leave goods in a "safe place" or "safe location".

FREE DELIVERY & DELIVERY OPTIONS

We offer a variety of delivery options at our checkout, so you can choose who we send your parcel with. However, there are times and scenarios where SBT may not be able to send goods with your chosen courier, depending on the nature of your order.

Our courier partners have policies and conditions in place that restrict certain items and products from being sent. For example, if your parcel weighs over 10KG, We cannot send this via Evri. If your parcel is sent on a pallet, or weighs more than 20KG, we may resort to third party courier services, unlisted online.

The above examples is just one of many cases we may encounter when dispatching goods. The team at SBT will do our best to meet your delivery criteria, but should this not be suitable, we will substitute the selected service for a suitable one.

SBT reserve the right to make changes and amendments to your courier options, to allow us to dispatch and send goods as quickly as possible. SBT only use trusted courier services, and aim to provide the best service possible. If you can only use a certain courier, please contact us prior to placing your order, or as soon as you place your order so we can prepare your order in a suitable way for the selected courier service.

If you are waiting for goods to arrive, or if your order is late, please contact a member of our team (if we haven't been in touch) for an update.

We offer 2 free carriage options. Free EVRI UK delivery, and FREE DPD Delivery.

FREE Evri UK - £25 and above

FREE DPD UK - £35 and above

We may distribute parcels on different courier services if necessary.

STANDARD DELIVERY TERMS

All orders, excluding Local delivery and Collection, are subject to handling of 3rd party courier services. Please see our Terms & Conditions below on how SBT are involved when sending goods using gthird party courier services:

SBT are liable for goods within the warehouse and packing department, we will quality assure your product and packaging before sending.

As soon as your goods are handed over to any of our courier services, SBT are no longer held liable for the protection, quality or speed of goods. If you require special instructions for delivery, please contact our courier service direct. This will be provided via email or SMS once your order has been despatched.

Our couriers will only attempt to deliver your parcel twice. If delivery is failed after 2 delivery attempts, SBT reserve the right to withold goods until proper payment has been taken for the re-delivery of goods. Regardless of order value or size, you are held liable for the receiving of goods, and are subject to additional carriage fees in the event of a re-delivery.

If goods are returned to SBT due to a failed delivery, a member of SBT will be in touch regarding the re-delivery of your order.

DELIVIERIES TO NORTHERN ISLAND & SCOTTISH HIGHLANDS

Delivery times for addresses in Northern Island or the Scotland Highlands will not be updated at the checkout. However, these areas may take longer to be delivered. We will try to get your order out as soon as possible, but please allow between 5-10 working days for these orders to be processed on Standard and Economy rates, or 4-7 working days on express delivery.

SBT are not held liable for the late delivery of goods to these locations. Couriers rates will be charged as standard for delivery to these locations. Please contact us if you are unsure on deliveries to your address.

INTERNATIONAL DELIVERIES

SBT offer international delivery rates to customers overseas. Our rates are charged at a flat rate depending on the order value. Please read below on international delivery rates:

Order Value £0.00 - £500.00 = £50

Order Value £500.01 - £1000.00 = £30

Order Value £1000.01+ = FREE

All international deliveries are subject to duty fees and local taxes dependant on the delivery location. These fees will require payment before goods are to be despacthed by your local courier. SBT will not be held liable for the payment of Duty fees, Clearance fees, Taxes or any relating outstanding payments. These additional fees are paid by the end user/customer (You) when the delivery is made.

We may be able to ship goods to you sooner than quoted at the checkout at an additonal cost. Contact a member of SBT today to discuss express inernational shipping.

Goods shipped overseas will not be imposed with the standard GBP VAT rate.

SBT can only deliver to selected locations.

COLLECTION

You can skip the shipping fees with free local pickup at our Trade Counter – SBT Ltd, Units 1-3 Crofton Court, Crofton Road, Portrack, Stockton on Tees, England, TS18 2QR. OR: Unit 6 Copeland Court, Riverside Park Industrial Estate, TS2 1RN.

After placing your order and selecting COLLECTION at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email / call you when your order is ready along with instructions. Please do not travel to store until you are notified that your order is ready for collection.

Our in-store pickup hours are Monday – Friday 8am – 5pm. Please have your order confirmation email or order number/receipt with you when you collect.

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items
Items that are of special requirements
Items that are bought in and are not stock items
Products that have already been despatched on Pallet, Split or Heavy Load Delivery.

ALL ITEMS RELATING TO COVID-19 ARE NON-RETURNABLE.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Some products may incur up to a 20% restocking fee upon returning them – you will be notified of this prior to the refund process.

There are certain situations where only partial refunds are granted: (if applicable)

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery

It is the customers (Your) responsibility to ensure that the product you purchase is suitable for you. SBT will not accept liability for: Incorrect goods ordered, Incorrect clothing size, Accidental orders, Similar.

Should you wish to return an order to SBT, you must post the goods yourself in whatever way suits you. Our returns address will be provided on the Invoice you receive in the parcel, or you can find this below:

To return your product, please send to: Online Returns, Stockton Bearings & Transmissions Ltd. (SBT Ltd), Units 1-3 Crofton Court, Crofton Road, Portrack, Stockton on Tees, England, TS18 2QR.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs paid on the original order are non-refundable. If you receive a partial refund, and goods are returned to you, the cost of return shipping will be deducted from your refund or payment will be required prior to the despatch of the replacement goods.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Contact us for further information.

If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. SBT will not be held liable for the displacement of goods during a returns process, if we do not receive your items we reserve the right to refuse a refund until the goods return to us in suitable condition.

Please ensure you return your VAT invoice, or packing slip along with the goods you are sending back to us. This will allow us to identify your order, and speed up the returns process. You may also leave any instructions in the parcel, if you haven't contacted a member of SBT with regard to your return.

INTERNATIONAL RETURNS POLICY

If your order has been shipped overseas to a delivery location outside of the UK Mainland, our standard returns policy is not applicable. Please read more below on our international returns policy:

SBT will not be held liable for the wrongful ordering of incorrect goods. You may be eligible to cancel your order if the order cancellation request is processed before the goods are despatched. As soon as goods leave SBT, your order cannot be cancelled.

You may be able to return your order for a partial refund if necessary. Please note that any returns from international delivery locations will not be funded for by SBT. It is the customers (Your) responsibility to pay for the returns on any goods you wish to be refunded for. As soon as your items arrive back at SBT, they will be inspected. Should they be liable for a refund, we will contact you to confirm this.

Full refunds are not supported for orders shipped overseas - You will be refunded for the below:

Cost of Goods - Shipping costs, duty fees, taxes & related fees = Total refund.

Please ensure your order is correct before placing, and if you are unsure contact a member of our team to discuss.

REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund request is approved, there may be a fee of up to 10% depending on the payment method used in addition to other applicable fees, See more information on this below:

UK Card Payments – 4%

International Card Payments – 6%

AMEX - 10%

Paypal – 5%

POA (Trade Account) – 0%

BACS / Pro-Forma Payment - 0%

These fees are imposed from the third party payment provider when a transaction is processed. To avoid these fees, please make sure you check your order is correct. If you are unsure – feel free to contact us at any point for technical or general support on products and other enquiries.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 5 working days before contacting us for a refund to be transferred back into your account.

You can cancel an order if your order has not been processed by SBT. Processing times vary and can take as little as 15 Minutes from the point of order - If you cancel within this time, we will notify you on the status of your order.

Any orders that are cancelled within the appropriate timeframe are refundable. If you cancel an order beyond the processing timeframe, you may be eligbile to cancel your order still - Charges may apply.

If your order contains a product that is non-returnable or non-refundable, SBT will not be able to return any funds (Read above).

SBT will contact you prior to refunds being sent to confirm you are happy with the transaction. This message will include any applicable fees that may be imposed on your refund. SBT will use the contact details provided at checkout by the customer to make contact, it is the customers (Your) responsibility to ensure all contact details are correct. If we cannot contact you via E-Mail or Phone, you will automatically be refunded the offered amount, after fees.

Should SBT not receive a response within 3 working days from the initial point of contact regarding refunds or exchanges, we will automatically process your refund for the offered amount, after fees. Once a refund has been made, you will be unable to exchange items.

In the event in which You (The Customer) fails to notify SBT of a return, there may be a flat rate charge imposed on your refund. This excludes goods that have been damaged in transit. More details follow on charges imposed to the customer on un-notified returns:

20% Re-Stocking Fee (Based on order total).

Delivery Charges will not be refunded.

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@sbtltd.co.uk

SALE ITEMS (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to sales@sbtltd.co.uk and advise of your exchange request. It is always helpful to attach any images detailing the defect. You should receive a reply from our team in 24-48 hours (excluding weekends and holidays).

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift-giver, and they will find out about your return.

Do you deliver across the UK?

SBT offer an in house delivery service for those local to us in the North-East - However, that doesn't limit us!

We can ship to anywhere across the UK, and are able to ship in selected parts of Europe.

For deliveries outside of the UK, please contact us.

You can choose your selected method of delivery when you checkout, we have a variety from budget to speedy.

How do I apply for a Trade or B2B Account?

Under the contact us drop down, there is the option for B2B/Trade account application. Fill in the form with the details required and a member of our team will be in touch regarding the status of your account. As soon as you are accepted for an account, you will be able to use our in-house delivery services and payment options.

You can create an account regardless, but this will only be your customer account - this is not classed as a B2B or business account.

Alternatively, contact us to request a business account.

Do you accept refunds?

SBT offer returns and refunds up to 14 days from the point of purchase. However, there are some additional fees that may be put in place.

If the items you received were damaged or lost, refund fees do not apply. If you have placed an order incorrectly, or in the event of SBT cannot be held liable, additional fees may apply - you will be notified of this before a refund takes place.

Fees:

Paypal Refund Fee - 6%

Credit Card Refund Fee - 3%

Amex Refund Fee - 15%

Re-Stocking Fees - 5-25% (Varies)

Read more in Deliveries and returns policies below.