Frequently Asked Questions

Take a look at our frequently asked questions to find the answers to your questions:

Products

• How are the products delivered?

  Currently all garden buildings are supplied in panels/individual pieces and are loaded/unloaded handball.
  Smaller products and accessories will be delivered by traditional parcel couriers.

• What timber is used in the construction of the buildings?

  All timber is high quality European softwood originating from Pine or Spruce.

• What cladding is available on your garden shed range?

  We currently stock garden sheds with the following 3 cladding variations;
  Overlapping board ex 12x125mm (finish 9mm thick)
  Tongue and Groove Shiplap ex 16x125mm (finish 12mm thick)
  Tongue and Groove Pressure Treated Shiplap ex 19x125mm (finish 16mm thick)

• What framing is used on your garden shed range?

  We currently stock garden sheds with the following 2 framework variations:
  Heavy Duty Framework ex 32x50 mm which finishes at 28x44mm.
  Double Heavy Duty Pressure Treated Framework ex 63x50 mm which finishes at 58x44mm.

• What are the roof and floors of your garden sheds constucted from?

  Our current garden shed range uses the following roof and floor construction;
  Overlap Range; roof and floor ex12x120mm butt-jointed boards (fin. 9mm thick)
  Shiplap Range; roof and floor ex16x125mm tongue and groove floorboard (fin. 12mm thick)
  Pressure Treated Range; roof and floor ex19x125mm tongue and groove floorboard (fin. 16mm thick)
  None of the range contains any OSB or cheap sheet material.

• What board thicknesses are available in your range of Log Cabins?

  Our current range of Log Cabins features buildings constructed with either 28mm or 44mm interlocking logs.
  

• Are all your garden buildings treated?

  Most timber garden buildings we sell come pre-treated with a factory base coat, this includes a water resistant preservative to protect the building until you are able to re-treat it with an appropriate high quality preservative.
  Most Log Cabins and the roof panels only on our Overlap shed range, which all come untreated as standard, are the exceptions to this and require treating with a high quality solvent / spirit based preservative.

Delivery

• Where do you deliver?
  We operate different delivery zones for different products throughout the site. These are clearly marked on each individual product page by the inclusion of a small map graphic which highlights which areas this product can be delivered to. For comprehensive details about which delivery areas apply to which product brand please visit the delivery section within our Help Centre.
  
  
• Is delivery free throughout the United Kingdom?
  Delivery charges can vary from product to product. Most of our garden building range is available with FREE delivery and where applicable this will be clearly marked with the orange free delivery graphic.
  If a product is marked for FREE delivery then you should check the delivery map for that product to see which delivery areas are available.
• Is there anything I must do when I take a delivery of a garden building?

  Yes. We always request that you leave a free space/area where the building can be left as close to the delivery kerbside as possible. In certain circumstances (some larger garden buildings and most log cabins) you may be required to help the driver with the unloading of heavy panels or parts.

• How are the products delivered?

  Currently all garden buildings are supplied in panels/individual pieces and are loaded/unloaded by hand.
  Smaller products and accessories will be delivered by traditional parcel couriers.

• How do I find out when the delivery will take place?

  A representative from the Tigerbox logistics team will contact you in advance via telephone regarding the date your product will be delivered. If you are not in at the time of the phonecall, we will leave a message and send an email. We will continue to attempt to contact you until we have successfully advised you of the delivery date.

• Can I request an exact date for my building to be delivered?

  Unfortunately due to the frequency and complexity of our delivery routes this is not always possible. Tigerbox will contact you with a delivery date. If you require an exact delivery date for a specific reason we will try to be as flexible as we can however we cannot make any promises as to whether this can be achieved. Call our customer services department on 0845 838 56 76 for more details.

• Can I request an exact time for my building to be delivered?

  Unfortunately, it is impossible to request an exact time for delivery. However, our logistics team will endeavour to provide you with an approximate time of delivery upon request. Any delivery time estimation given will be to the best of our knowledge however due to circumstances beyond our control (e.g. ad hoc traffic conditions and vehicular breakdown), we cannot guarantee this time.

• If I cannot accept a delivery on a specific date, can I defer it?

  In certain circumstances it may be possible for you to defer the delivery date. However, if you do defer delivery, your product may take a considerably longer period to arrive at your address than originally advertised. To avoid disappointment we would therefore recommend that where possible you try to comply with the original delivery date advised by our logistics department.

• Do I need to be at the delivery location at the time of delivery?

  In most circumstances you are not required to be at the delivery location at the time of delivery but we would need written authorisation to deliver in your absence. This can be provided by fax in advance or sent via email and then confirmed by way of a signed note left on the day for the driver to confirm. Any prior instruction must include clear instruction on where to leave the product and your signed permission to leave it unattended in your absence.
  In the case of certain large garden buildings and most Log Cabins however there it is required that someone is present at the time of delivery to assist the driver with the unloading of any large or heavy components.

• How large will the truck be the building is being delivered on?

  The building will be delivered either on a 3.5 tonne transit van, or a 7.5 tonne flatbed truck. If you feel this may cause an access problem at the time of delivery it is important that you let us know at point of order.

• Do you deliver on weekends?

  Most deliveries are made Monday to Friday, however in rare circumstances and / or certain busy periods this may be extended to some weekend deliveries. At this time however a weekend delivery service cannot be requested by the customer.

• Can the building be delivered to a different name or address?

  Yes, the building can be delivered to a different address. When ordering, make sure you state the exact delivery address you require. However, permission will still be required for us to leave the product if the property owner is not in when the delivery is made.

Payment and Making Orders

• How can I pay for your products?
  You can place your order right now online via our secure and encrypted server. Alternatively if you would feel more comfortable you can also place and order by calling our sales team on 0845 838 56 76. Whether you opt to pay online or over the phone we are now able to accept the following major credit and debit cards; Visa, Visa Electron, Visa Debit, MasterCard, Maestro (formerly Switch) and Solo.
• What if a product is out of stock?
  We aim to keep a large stock of all products listed on the website and therefore I is very unusual for any advertised products to be out of stock. However, if you do order a product that is subsequently found to be out of stock, we will endeavour to have it produced and delivered in the time stated. If this is not possible we will find a suitable replacement, at your approval, or reimburse your payment in full.
• How do I know the order has been received and confirmed?

  In addition to the on screen order confirmation page a confirmation email will be sent to you if you have ordered online. If you have ordered over the telephone, a sales team representative will confirm the order has been placed and the payment has been received. This representative will also issue you with your own unique order/reference number which you should record and keep safe for your own records and any future correspondence.

• Can I track an order?

  You can contact us via email or telephone if you wish to track your order. Please provide your order/reference number when doing so.

• Do you have any guarantees with your products?

  In general our manufacturers offer a full 12 month parts warranty upon all their products. Some manufacturers also offer an extended guarantee on certain product ranges, in such cases this will be clearly marked on the product page and full details and terms of these guarantees can be found on our product guarantee page.

• When will my order be processed?

  With card payments, funds are taken at the point of purchase and orders processed the same day.

• Will VAT be added on to the prices shown when making a purchase?

  No, VAT is already included in the price shown.

• Are there any additional charges for a credit card payment?

  You will not have to pay any additional charges for your credit card payment. You will pay only the price that is shown.

• Will I require planning permission for my garden building?

  You will not require planning permission for a garden shed or any other building/structure within your garden provided that:-

  a. If any part of the building will be within 5 metres of any part of the house, it should not have a cubic content(i.e. length x width x height external measurements) greater than 10 cubic metres.

  b. The height of the building/structure does not exceed 4 metres with a pitched roof or 3 metres in any other case.

  c. The total area of ground covered by buildings/structures(not including the original dwellinghouse) within the garden would not exceed 50% of the total garden area (excluding the area of the original house).

  d. The cubic content of the building does not exceed 10 cubic metres if your property is a listed building or within a conservation area.

  e. There is not a planning condition attached to the original planning consent for the property stating that no sheds or other structures can be erected without the prior approval of the local planning authority.

  If you are at all unsure if any of the above points may be applicable it would be advisable to contact your local planning authority before placing an order.

Security

• How do I know it is safe to order from your website?

  Once you click on the checkout button you will notice that you are moved to our 100% safe data encrypted secure server. This will be signified by a padlock icon towards the bottom (or top) status bar of your web browser and in some cases a pop-up message advising that you have entered a secure zone. By clicking on the padlock icon you can see all the details about our secure server. When you submit your card details the information will be encrypted prior to leaving your computer and remain encrypted until it is received by our secure payments provider. Once the payment has been processed and the order accepted you will receive an online order confirmation, a copy of which will also be sent to you via email.

• What information will be stored/saved?
  At point of order we will collect all the information required to process and complete your order such as name, address, telephone number, email and card details, we may also collect personal information should you enter a competition or register for the site in any way. Primarily this information will only be used to complete your order or satisfy your requests. Occasionally we may use this information to inform you of any special offers or products that we think you may be interested in. At any point where we do collect your details on site you will always find an opt-out option where you can specify if you do not want to be contacted regarding any future offers.
  We may also store browser generated information (such as cookies) which helps us to learn the on site behaviour of our customers and will only be used to develop our site in order to improve your shopping experience.
  

After the Product has Arrived

• What are your policies regarding making a return?

  If you wish to cancel / return your order you should contact us as soon as possible and we can discuss with you the return options available at that point which may be unique to your individual case.
  For full details of our returns policy please see our full terms & conditions.

• Can I return the building if it has been painted?

  No, if you have painted, treated or otherwise modified your garden building, unfortunately it cannot be returned.
  For full details of our returns policy please see our full terms & conditions.

• If my product has a broken or missing part, what should I do?

  Please contact us regarding the problem and we will investigate the matter and endeavour to replace the broken part or the missing component as soon as we can.

• I need to build a base for my product, how can I do this?
  It is essential that all garden buildings are assembled on a firm and level base constructed from an appropriate and durable material. Without the correct base buildings may be very difficult to assemble and in many cases may be assembled incorrectly leading to future deterioration of the product such as doors dropping out of square and becoming difficult to open/close or water leakage. Assembling a garden building on an incorrect base is also likely to invalidate any guarantee that your product may carry.
  For full details and examples of how to create an appropriate base visit our build a base guide.
  
  
• What should I do if I’m having a problem with the assembly of my garden building?
  All of our garden buildings come with comprehensive self-assembly instructions but should you have any questions regarding the assembly of your building the first step would be to check out our comprehensive installation and assembly section. Here you will find some easy to follow installation videos and pdf construction diagrams for most of our products.
  Most of our products follow a very similar assembly pattern. However, if having visited the installation section you are still experiencing problems then please feel free to contact us on 0845 838 5676 and one of our experienced customer advisors will do their best to guide you through the process.
  
  
• What equipment do I require in order to assemble my garden building?
  This will vary depending on the style and material of the building you have purchased but the following items may be required for your building.
  Wooden Sheds and Summerhouses - Spirit level, hammer, adjustable spanner, handsaw, stanley knife, stepladder, sealant and gun.
  Log Cabins - Electric Screwdriver, wooden or rubber mallet, spirit level, hammer, handsaw, stanley knife, stepladder, sealant and gun.
  Metal Sheds - Electric Screwdriver, power drill, adjustable spanner, sealant and gun.
• How long does it take to assemble my building?

  This will vary depending on the style and size of the building you have purchased but the following could be used as a general guide for your building;
  Smaller Wooden Sheds and Summerhouses (1-2 persons) approx 1-2 hours
  Larger Wooden Sheds and Summerhouses (2 persons) approx 2-3 hours
  Smaller Log Cabins (2 persons) approx 2-4 hours
  Larger Log Cabins (2 persons) approx 3-5 hours