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FAQs

Please browse the questions below to find answers to our Frequently Asked Questions. If you can't find an answer to your query, please contact us.

What is the lead-time for order delivery?

The lead-time to delivery is 48 hours

How do I receive and check tobacco deliveries?

1. Count the number of security bags and agree them with your Palmery and Harvey driver.

Your tobacco delivery will arrive in several clear sealed tamper-proofed bags. Where security issues dictate, the clear bag will arrive inside a larger grey bag with an address label affixed to it. The grey bag needs to be opened with care, so that the clear bag is not damaged.

Each clear bag should be sealed. If the seal appears to have been be tampered with, the delivery note should be amended to reflect this.

2. Sign the delivery note.

Once you have counted and agreed the number of clear bags, both you and your Palmer and Harvey driver need to sign the delivery note.

The top copy of the delivery advice is retained by you, the second copy (pink) is returned with the driver.

3. Check each security bag and notify Palmer and Harvey of any discrepancies within 24 hours of delivery.

Check each bag of product within 24 hours of delivery against the contents list, which is visible from inside the clear bag.

DO NOT OPEN THE BAG UNLESS YOU ARE CONFIDENT THAT THE CONTENTS ARE CORRECT, as this could invalidate any claims you may make for incorrect delivery.

Please report any discrepancies or damages to your local Palmer and Harvey depot within 24 hours of delivery – including if the wrong product has been sent in error, e.g. Silk Cut Purple charged and Silk Cut Silver delivered. They will arrange a credit and uplift as required for your next delivery.

Palmer and Harvey customer services will record all reported discrepancies and damages. A Palmer and Harvey Regional Security Manager will then contact you within 24 hours to either:  

  1. Authorise the bag to be opened and arrange for credit to be issued.
  2. Visit to the store to investigate the claim.

If you are unable to read the bag’s content label, please call your local Palmer and Harvey depot.

A claim on one bag does not impact the rest of the delivery. Provided you are happy that the bag’s contents match the content list provided, you can open the bags, discard the label and store/sell the products.

Can I pay by cash?

We can accept limited cash payments on delivery where pre-agreed. Direct Debit is our preferred method of payment. Please speak to your Sales Rep or contact Palmer and Harvey on 01273 222 100 for more details.

How often do you deliver?

We deliver six days a week. To discuss your individual arrangements, please speak to your Palmer and Harvey Sales Rep or the Customer Service team at your local Palmer and Harvey depot.

How do I receive and check chilled and frozen deliveries?

Your Palmer and Harvey driver will unload your delivery of chilled and frozen goods at a mutually agreed point within the store. Please note that roll cages or Thermotainers, used to make the delivery, cannot be left in the store.

1. Count the number of outers and agree them with your Palmer and Harvey driver.

Count the total number of outers with the driver and compared them against the total number of outers on the delivery note.

If there is any discrepancy then this should be noted on the delivery note before signing. You also need to report any shortages, damages and discrepancies to your local Palmer and Harvey depot.

In addition, in order to prove due diligence as required by the Food Safety Act 1990, stores are advised that they should make a check of the temperature of the Palmer and Harvey delivery vehicle and record this on the delivery note and in accordance with your own company food safety procedures.

2. Sign the delivery note.

Both you and the Palmer and Harvey delivery driver need to sign the delivery note (you keep the white copy, and the driver takes the pink copy).

As a matter of good practice store staff should always check that there is sufficient room in the freezer to accommodate the frozen food order before the driver leaves the premises, as we cannot subsequently return to collect anything that doesn’t fit.

Due to the requirements of the Food Safety Act 1990, Palmer and Harvey cannot accept any temperature-controlled goods for return.

Will I get better terms if I buy more goods from Palmer and Harvey?

Your terms package improves with your level of spending. Additionally Palmer and Harvey offers innovative schemes to save retailers money, such as our Tobacco Initiative.

Talk to your Sales Rep for more details or contact Palmer and Harvey Head Office on 01273 222 100.

What shelf life is considered too short to accept on delivery?

Palmer and Harvey supplies goods to your store with no less than 75% of the manufacturer’s shelf life remaining. This is nearly impossible for you to monitor, as manufacturers’ shelf lives can vary within the same categories.

To help you, here an example of acceptable shelf life:

Chocolate countlines, Sugar roll packs

6 weeks

Boxed Chocs, Recipe and Sugar Bags

6 weeks

Crisps and Snacks (inc. biscuit snackpacks)

4 weeks

Soft Drinks

6 weeks

Packaged Grocery (incl. biscuit barrel)

8 weeks

Sundries (non-medical)

26 weeks

Medicines (incl. lotions and creams)

52 weeks

Please use your own judgement in this area. 

Can I keep/borrow my delivery roll cages?

Roll cages must be emptied at the time of delivery. As they are the property of Palmer and Harvey, Palmer and Harvey drivers are required to return all roll cages to the distribution centre. They cannot leave roll cages in stores when making deliveries, therefore please do not ask them if you can keep any of the roll cages as they will have to decline.

What happens with cross-picks/incorrectly picked items?

A cross-pick or incorrectly picked item, which is despatched in place of the ordered item, is likely to be identified only after the departure of the Palmer and Harvey driver.

1. Report any errors to your local Palmer and Harvey depot within 24 hours of delivery. Please ensure that you obtain and keep a record of the CSF reference number given to you by Customer Services.

2. Claim the non-delivered item as a delivery shortage.

3. Put the incorrectly delivered product to one side. The item(s) will be picked up by the Palmer and Harvey driver on the next delivery. Please ensure that you have the item available and ready for collection. If the item is chilled or frozen, we ask that you keep it stored at the correct temperature until collection.

What should I do about damaged stock on delivery?

1. Agree the damage with the driver and refuse the stock.

2. Identify the item(s) using the Palmer and Harvey product code and amend the outer count on your delivery note accordingly.

Please do not sign this as a delivery shortage, as this causes confusion and can lead to rejected claims queries.

When the Palmer and Harvey driver returns to the depot, the damaged item(s) will be credited to your account by our customer services.

Palmer and Harvey will honour any shortages agreed with your driver and recorded on both copies of the invoice.

How do I check deliveries and report shortages?

Deliveries under 100 outers:

A total outer count should be carried out and agreed with your driver.

If the total number of outers counted is incorrect, a line-by-line check should be carried out for all outers to identify the line(s) affected.

Any shortages should be recorded on the delivery note (both copies), and both you and the delivery driver should sign to say this has been agreed.

Customer Services will automatically arrange a credit to your account for valid shortages.

Deliveries over 100 outers:

A total outer count should be carried out and agreed with your driver. The driver will then check for shortages on certain lines.

If any shortages are found, agree with the driver how many outers are missing. A line-by-line check should be carried out after the driver’s departure.

You need to identify and report any missing item(s) to your local Palmer and Harvey depot within 48 hours of the delivery.

Our Customer Services will give you a CSF reference number (please ensure you keep a record of this) and arrange a credit to your account for valid shortages, reported within 48 hours. Please note that if you do not report shortages within this timeframe, you may not receive a credit.

Who is responsible for bringing stock into my store?

Your Palmer and Harvey driver will deliver your stock to a place within the store, at ground level, where the roll cage(s) can be safely unloaded to allow for the required checks.

Will I be called if a delivery is going to be delayed?

In the unlikely event that a delivery cannot be made on the scheduled delivery day, your local Palmer and Harvey depot will notify you by telephone.

If a delivery is running late, we aim to inform you by telephone, but this is reliant upon the delivery driver notifying us of any delays. 

How do I know what my delivery window is?

Your Palmer and Harvey rep, or the Customer Services team at your local Palmer and Harvey depot will be able to advise your agreed delivery window.

My delivery hasn’t arrived - who do I contact?

Please contact the Customer Services team at your local Palmer and Harvey depot for any delivery issues.

Can I have an extra delivery if I need it?

There may be times when an extra delivery is required and arrangements can be made via your local Palmer and Harvey depot, or speak to you Palmer and Harvey Rep.

Do you run promotional activity?

We have a 3 weekly promotional cycle, which is supported by a full colour POS pack (Partnership Plus customers only).

All customers should automatically receive a Promotions Brochure, and a POS pack.

To view the latest Promotions brochure, visit the Retailer Zone. You'll also find an online tool to create your own POS.

To request a hard copy of the Promotions brochure, please contact the Customer Services team at your local Palmer and Harvey depot.

How do I place an order?

Ordering with Palmer and Harvey is really quick and easy.

Once you have registered yourself as a Palmer and Harvey customers (register here), there are many ways you can place an order with us:

1. Online

Register for 24/7 online ordering at your finger tips and special online-only deals! If you are a Palmer and Harvey customer, but have not yet activated your online ordering, please visit our Contact Us page and select 'Activiate online ordering' from the 'Subject' list.

Furthermore, you could make your online ordering even easier with our hand-held scanner. Speak to your Sales Rep for more details.

2. Call 0845 303 2878 

Speak to our telesales team, and they can take you through your order.

3. EPoS

Order directly through an EPoS system. Speak to your Sales Rep for more details, or contact Palmer and Harvey Head Office on 01273 222 100.

4. iPhone App

Download our EasyOrder app for on-the-go stock replenishment, prices and availability checks. Please note you will need to activate your online ordering first (visit our Contact Us page and select 'Activiate online ordering' from the 'Subject' list.).

What are Palmer and Harvey’s credit terms?

Credit terms are up to 2 weeks, subject to credit checks.

Do I have to order every week?

No, you don’t, but regular weekly orders allow retailers to better manage stock levels, storage space and cash flow. Additionally it helps to ensure better on-shelf availability, which will help with sales.

How do I join Palmer and Harvey?

Simply complete this registration form and we will be in touch.

Do you charge for delivery?

Providing the minimum order quantity is achieved there is no charge for delivery.

The minimum order quantity can vary – please speak to your Sales Rep for more details.