Following a surge in demand due to COVID-19 Gorilla Sports UK has temporarily paused sales
We are living through unprecedented times, and everyone is having to adapt to a new way of living. Thank you for your support of Gorilla Sports, and for bearing with us at this very difficult time.
As government measures to control the spread of COVID-19 have ramped up, demand for home fitness equipment has gone through the roof. Unfortunately, we are a small business and our employees are simply unable to keep up with this massive surge in demand. Our warehouse staff are working tirelessly to handle the increased volume of orders and we are hugely grateful for the brilliant job they are doing. However, we have had to take the decision to temporarily suspend sales in order to reduce the backlog and ensure all outstanding orders are dispatched before we get overwhelmed again.
We hope to reopen to new orders soon. However, the volume of orders we can accept will have to be limited to prevent any further problem. Any items which are sold out are unlikely to be back in stock for 6-8 weeks. In the meantime, please read the following information carefully. We have tried to address all possible enquiries in this Frequently Asked Questions section. If we haven’t answered your question, you’ll find instructions for what to do next at the end of this article.
Will my order still be delivered considering the latest government advice?
Online stores have not been affected by the lockdown. All orders will be dispatched unless we directly contact you to tell you otherwise. But we are unable to give you a specific delivery date.
Why can’t I speak to anyone on the phone?
Owing to the lockdown situation, our sales and support office is closed. We are working from home, and the only way to ensure we can deal with all the enquiries we need to is to restrict contact to email only. We’re very sorry for the inconvenience this may cause.
When will I receive my order?
We currently have approximately a 7-10-day backlog of orders. Orders are being dispatched as fast as possible. If you ordered more than 10 days ago and you still haven’t received a dispatch confirmation, please get in touch using the instructions at the end of this article. Once an order is dispatched, it must be scanned into the courier company’s (usually DPD) network. Due to the massive surge in the volume of parcels, this is taking longer than normal, sometimes up to 3 or 4 days. Once a parcel is in DPD’s system, delivery usually takes 2-3 days. Please be patient.
Why can I not currently place an order?
Owing to the massive surge in demand described above, we have had to temporarily stop taking new orders, while we allow our warehouse team to catch up with the backlog. As soon as we can, we will reopen for a limited number of orders each day. Please be aware that many items are now sold out. Our factory is working flat out too, but it will take 6-8 weeks for many of our top sellers to come back into stock. Please check back regularly.
My tracking links don’t work - what’s going on?
Tracking numbers are generated once an order has been processed by our warehouse. However as described above, parcels then must be scanned into DPD’s network, and there is currently a significant delay at this stage. If the tracking numbers or links you’ve received don’t seem to work, it’s because the parcel hasn’t been scanned by DPD yet. The tracking number is correct and valid. Please give it a few days and try again.
I’ve only received a small part of my order. Where’s the rest of it?
If you’ve ordered multiple items, or one of our larger weight sets, your order will be coming in multiple boxes. Because of the huge numbers of parcels being sent, DPD are unable to guarantee that all parcels travel through their network together. You may receive deliveries on multiple days. We’re very sorry for the inconvenience this causes, but please rest assured you will receive your full order. If some of the tracking links you’ve received don’t work, please refer to the question above.
I need to change or cancel my order. What can I do?
We appreciate that this is a difficult time for everyone. Some of you will need to cancel your order due to a change in financial circumstances. Some of you will need your parcel dispatched to a different address because you’re no longer at work, or you’re staying with family. If your order has not yet been dispatched, we can help with this. Please get in touch using the instructions below. Unfortunately, we cannot cancel or amend an order if you’ve already received a dispatch confirmation.
How can I get in touch if my question hasn’t been answered here?
Please read all the above information carefully. If your question still hasn’t been answered, we have set up an “Urgent Support” mailbox. Please only use this mailbox in exceptional circumstances. If you ask one of the questions already answered in the document, we regret that we will not be able to respond. The email address is the same as our regular address but with the word "urgentsupport" before the @ sign. Please put the nature of your enquiry in the subject line.
Thank you for taking the time to read this and thank you for your patience and understanding at this very difficult time.