Frequently Asked Questions

Overview

Who are Roofing Bits?

Roofing Bits is the online store created by Southern Sheeting Supplies, a specialist roofing and cladding merchant based in East Grinstead, West Sussex. This Roofing Bits website was set up in 2013 to allow nationwide customers to place orders 24hours a day, 7 days a week for all their roof fixing needs. For more information please visit the About Us page of this website or visit the Southern Sheeting website.

What do we sell?

We specialize in fixings and accessories for sheet roofing applications. We have one of the largest ranges of self tapping roofing drill screws available online straight from our stock. The easiest way to see what we do is to go through the various category links from the home page. If you have a specific product that you are looking for and cannot find it on this site then please Get In Touch, if we do not have it there is every chance that we can source it via our large and trusted network of suppliers.


Who shops with us and why?

We do not discriminate on who we sell to. Whether you are a roofing contractor, general builder, a reseller or a keen DIY’er we are only to happy to help. We not only offer top quality roofing fasteners but we sell them at extremely competitive prices and with fast lead times. This website is designed to be both simple to use and informative but if you need any more help please do not hesitate to pick up the phone where you can discuss your needs with sales staff who each have many years’ experience in the roofing industry.

Where can I get more technical help and product information?

We try to include as much information as possible on this website to help you make an informed product choice. If however you need more help or information please email, phone or come in to see us to discuss in more detail. We do have data sheets for some products which we can send out and on the rare occasion that we cannot answer your question directly we will discuss with our own suppliers to give you accurate and precise information.

Will I receive an order confirmation?

Yes. We will send out an email order confirmation to the registered email address within 2hours of you placing the order with us.

Will I receive delivery and invoice paperwork?

Yes. With your delivery you will receive a delivery advice note. This will not show any prices but simply lists your order details for you to check against. A receipted VAT invoice will be posted separately once your order has been delivered, this will be posted to the invoice address that was entered during your checkout.

How can I cancel or amend my order?

Once your order has been placed we usually process it straight away and book it for courier collection. If you need to cancel or amend your order please phone us straight away so that we can cancel or change the delivery booking. Once the order has been despatched we are unable to cancel it. Should you still want to cancel or exchange then we would need to arrange a return for which you are responsible for postage costs.

What do I do if I have forgotten my password?

This is not a problem and we can send you a new password via email. Simply follow the link on the Login page “forgot your password”

Delivery methods, cost and lead time

How do we deliver products?

All sales through this website will be sent out via courier delivery networks.

Which couriers do we use?

We use various different courier companies dependent on the service and the size and weight of the consignment.

Do I need to be in to sign for the delivery?

Yes, somebody will need to be in to sign for the delivery. If there is nobody in at the address then the courier should leave a card to let you know they have been. The card will include contact information to your local courier depot and will also include a consignment number for you to re-arrange delivery. It is possible for us to leave a note for the courier to leave on the doorstep or in a cupboard but it is down to the discretion of each driver and the various courier depots as to whether or not they will do this.

How much does delivery cost?

We have a flat rate for delivery of £7.95+VAT per order. This is for our standard next day delivery service. All orders over the value of £74.99 pre VAT qualify for free of charge next day delivery.

How long does delivery take to arrive?

All orders placed by 12 midday will be sent via next working day delivery service. This means that the order should be delivered before 5pm the following working day. This service however is not guaranteed and Roofing Bits will not be held responsible for orders that are delivered late. Next day guaranteed service is available at a premium see below...

Do you offer any other timed delivery services?

We can offer many different courier delivery services including same day, next day guaranteed, next day before midday, etc. All of these services will come at a premium to our standard delivery charge. Should you wish to place an order with enhanced delivery service please contact us prior to placing the order and we will process the order either over the phone or via email.

Do you deliver abroad?

Yes we can deliver anywhere in the world. Please call or email us with your enquiry so that we can give you an accurate and competitive quotation.

Can I collect products from you?

Yes, you are welcome to collect from our warehouse and office premises in East Grinstead, West Sussex.  Please see the About Us page for full address and opening hours.

What if my delivery address is outside the standard delivery area?

If your delivery address is Scottish Highlands or Island, Isle of Wight, Isle of Man etc then an additional delivery surcharge will apply as these harder to reach areas are more costly for us to send items to.

Can I upgrade my delivery service after already paying for my order?

If you have ordered and paid for a delivery online the order will automatically be processed with our standard next working day delivery service. We aim to book these with our courier within a few minutes of receiving the order but if you want to upgrade the delivery service then please call us immediately after placing your order online.

Can I track my order?

Yes. On placing your order you will be sent an order confirmation which will include a consignment number and a link to the UK Mail Live Tracking page.

What if my item is out of stock or there is not enough to fulfil the whole order?

We hold large stock levels on all of our items listed as stock items so it is very rare that we cannot ship your complete order. However, if this situation does arise we will contact you straight away and discuss the option of either part shipping the order or waiting to ship it all at once.

Payment and Pricing

What payments methods do you except?

If you want to check out through the website then this is done via Paypal. Do not worry if you do not have a PayPal account as you can simply use your debit or credit card through their system without any fuss. We can also take order over the phone and take payment via credit or debit cards (we do not accept American Express cards). You are also welcome to send us a cheque or a BACS transfer. We can give you the relevant information when you phone to place your order.

Can I pay for my order on delivery?

I’m sorry we cannot take payment on delivery as we use external courier companies who are not authorised to collect money on our behalf. We will only dispatch any orders once payments have been completed.

Are my card details safe and secure when ordering through www.roofingbits.co.uk?

Yes. PayPal is recognised as one of the largest and safest ways to send money online. For more information please visit www.paypal.com. Likewise when we take card payment over the telephone we follow the strict laws regarding the security of your details to prevent fraud. Card details are destroyed within 48hours of us processing the order.

Are your website prices the best you can offer / Do you offer trade discount?

We are very competitively priced on all our products and offer the same price to all customers whether trade or DIY. However, if you have a large order to place or have seen our products elsewhere for cheaper then please call us to discuss. Please note that the website itself does not calculate a quantity discount so this would need to be discussed with one of our staff who may be able to offer improved prices in some circumstances.

Are your website prices the same as the prices I would get over the counter?

Yes, we like to keep things simple. You would pay the same price over the counter (obviously less any delivery charge)

Returns

Can I return items if I no longer need it?


Yes, you are welcome to return any products that you do not use. However the return postage is the customers responsibility and the items must come back to us in A1 condition as they were delivered. Any items returned that are not in perfect resalable condition will not be considered for exchange or refund. All screw and bolt items that have been sold as a bag/box of 100 must be returned unopened.

How will I be refunded?

You will be refunded via the same method in which you paid for your order. It is important to note that we do take a 15% restocking charge for all returns items that are not needed. A refund for the full amount will be given to any order that is returned due to damage or fault.

What should I do if my item is delivered damaged or faulty?

Due to the nature of the products that we sell it is extremely rare for an item to arrive either damaged or faulty. If you are unlucky enough to experience any damage or faults on receipt please except our sincerest apology and get in touch with us ASAP. If you noticed that the packaging was damaged please check the contents of the parcel whilst the driver is still with you and sign for it as damaged. We would also appreciated if you are able to take a picture of any damage to the product and packing and send it to us so that we can use this when trying to claim against whichever courier company may be at fault.