Gorilla Sports Covid-19 Information

UPDATE 26 March 2021

You may be aware that we have experienced a serious disruption to our service over the course of the last 3 months, as a result of Brexit. Our longstanding courier partner DPD was unable to handle the technology required to clear our parcels through customs for transit from our warehouse in Germany to our customers in the UK. Frustratingly, their issues only became apparent after we had dispatched mutliple thousands of orders. We have been working round the clock ever since to get parcels back out to customers via alternative routes. We now have a new delivery infrastructure, whereby parcels are shipped in bulk from Germany to a distribution centre in the UK, from where they go out for next day delivery. The good news is that this new system has solved the problem of customs barriers thrown up by Brexit. The downside is that deliveries now take longer than before - the transit time of your parcel from Germany to the UK will be somewhere between 4 and 9 days, meaning you can expect delivery between 5 and 10 days after dispatch.

We also need to bring to your attention the problems we're currently experiencing with stock availability. It's now been more than a year since we first went into lockdown, and demand for home fitness equipment has been dramatically higher than usual throughout that period. We did everything we could throughout 2020 to keep our supply chain moving, but the extended period of demand considerably outstripping the available supply has left us in the difficult position where the vast majority of our range is currently out of stock. If you've placed an order in 2021, the chances are that it was a pre-order. You'll have seen a date in a yellow box on the product information page, which showed you when we were expecting new stock of that item to arrive. These dates are calculated based on the date the stock left the factory, added to the standard estimated shipping time from the factory to our warehouse. Unfortunately global shipping channels are currently extremely congested because of the pandemic, which has resulted in delays to the arrival of new stock. Most of the items that we were expecting back into stock throughout March and April have been delayed by at least 2-3 weeks. We're working on a way to communicate changes in availability dates to individual customers, but in the meantime, we ask you to please allow at least 3 weeks beyond your originally expected dispatch date before you get in touch with us to query your order. We're very sorry for the inconvenience caused by these delays, but please understand that we are not able to get the ships in from China any quicker.

If you have any further questions about your order, please read the FAQ below before contacting us. Thank you for your understanding.

Please read the following information carefully for answers to any further questions you might have about how we are operating during this unusual time. 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.

 

As you can imagine, demand for home fitness equipment has gone through the roof in recent months.  We have taken on additional staff, our warehouse is working 24 hours a day, we have laid on additional transportation. In short, we have taken every step it is possible for us to take to handle the increased volume of orders. But there will still be some delays. All we can ask of you at this time is to please be patient. All orders will be dispatched unless we directly contact you to tell you otherwise. 

 

Will my order still be delivered considering the latest government advice?

Online stores have not been affected by the lockdown. Until we have been told otherwise, we are dispatching orders and they will continue to be delivered. If that changes, we will contact you.

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?

Our warehouse team is working round the clock to catch up with the backlog of orders, but there are only 24 hours in a day, and we're currently handling more than 10x as many orders as normal. If you ordered more than 7 days ago and you still haven’t received a dispatch confirmation, please get in touch using the instructions at the end of this email. 

Once an order is dispatched, it has to be transported from our warehouse in Germany to our distribution centre in the UK. This can take between 4 and 9 days. Once in the UK, your parcel will go out for next day delivery with one of a variety of courier companies. You will receive a dispatch confirmation email with tracking details.

What about pre-orders?

If you pre-ordered an item, the restock date displayed in the yellow box on the website at the time of your order was the date the item is expected to arrive back in our warehouse. Unfortunately due to congestions in global shipping channels, some items are arriving into stock up to 3 weeks later than the originally expected date. We're very sorry for the inconvenience caused by these delays. Your order will be dispatched as soon as the new stock arrives. If you haven’t received a dispatch confirmation email within 3 weeks of your expected dispatch date, please get in touch using the instructions at the end of this page.

Why can I not currently place an order?

Because of the recent surge in demand, many of our popular items are currently sold out. Our supply chain team are working as hard as they can to get everything back into stock as quickly as possible. If we have a confirmed restock date for an item, you will be able to pre-order it. If no restock date is shown, that means the item won't be available for at least another 3-4 months. You will be able to pre-order as soon as the restock date has been confirmed. Thank you for your patience. 

I’ve only received a small part of my order. Where’s the rest of it?

If your order contained multiple items with restock dates more than 7 days apart, we will dispatch each part of your order as soon as it’s available. You will receive a separate dispatch confirmation email every time something is dispatched, but please be prepared for your order to arrive in multiple deliveries.

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, we can't guarantee that all parcels will travel through the delivery network together. You may receive deliveries on multiple days. We are aware that barbell bars and curl bars in particular are taking longer than other items to arrive. We’re very sorry for the inconvenience this causes, but please rest assured you will receive your full order. If one or more of your parcels hasn’t been delivered within 10 days of the date of your dispatch confirmation email, please get in touch.

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 once the order has been processed by the warehouse. This can be up to 24 hours before you receive your 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, please send us an email with the word URGENT in the subject line. We are currently inundated with enquiries so please do not send more than one email, as this will cause further delays to our response time.

Rude, abusive or unduly impatient emails will not be tolerated. We appreciate that this is a stressful time for everyone - it is for us too - but getting angry won’t get your order delivered any faster. Please  be patient.

Thank you for taking the time to read this, and thank you for your patience and understanding at this very difficult time.

Take care of yourselves and stay safe.

The Gorilla Sports team

 

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