The highest stock availability and the swiftest delivery capability is the cornerstone of our service offering. Here are the steps we take to ensure that we achieve the highest standards of delivery:
Your orders are taken by knowledgeable sales staff who can advise as required on the products which would best suit your requirement.
Staff will confirm price and availability while taking the order, supported by a sophisticated inventory control system that will tell you whether the item is available in stock.
With a promised 98% availability of catalogue items, there are very few stock-outs, but in the event that this arises, the customer can choose to wait for the item to be in stock, accept an alternative piece of equipment or accept a part delivery if that is available and/or convenient.
Order items and quantities are taken, together with required delivery time, delivery and invoice addresses, and customer order number. A Norbain order number for tracability is passed to the customer also.
Your order items are reserved at the warehouse as soon as the order is taken to ensure availability and delivery deadlines are met.
All order picking is controlled by Radio Data Terminals – portable PCs that ensure error-free picking of your order.
The terminal informs the picker of the items to pick and where to pick from, and then cross references with the bar-code check to ensure that the correct item has been picked.
All picking is carried out by hand from low-stacked storage to prevent damage to products.
After the full order is picked, it is physically checked against the printed order to ensure that all items have been included. The check is recorded as part of the quality audit trail.
Packaging is key to preventing damage in handling. Where appropriate the manufacturer’s delivery packaging is left untouched. Other items are securely packed using the most advanced damage prevention techniques and materials.
Each package in the total order is labelled, using a label that is compatible with the carrier’s labelling and delivery tracking system. This states all delivery address details and the number of packages in the total order.
Most deliveries are undertaken by national carrier companies. Norbain has built up relationships with its two primary carriers over a number of years. For this reason our carriers are well aware of the service commitment we have to our customers.
Our two primary carriers have implant staff working in our warehouse. They accept the order and transmit the manifest for each delivery vehicle, to their head office on their own computer system
All deliveries have a stated delivery time – for example by 9am next day, or by 5.30 next day. The carrier reports immediately the few cases where the delivery has not met the required time.
In the event of late delivery the customer is contacted at once by either the carrier or Norbain’s Customer Services to explain the problem and give the new delivery time.
In the case of TNT deliveries that are timed within the day, customers are given a consignment number. This can be used to track the progress of the delivery using TNT’s own electronic tracking systems.
Norbain’s 21 Day No-quibble guarantee returns policy allows customers to return undamaged unwanted items within 21 days for a full refund.
Customers wishing to return goods must contact Customer Services within the 21 day period. The customer will be given a return authorisation number which needs to be written on the returns label on the outside of the box.
The Customer Service team will arrange for courier collection of the items at a convenient time free of charge, and give guidance on how to complete the returns label that accompanies each delivery.
All returns are checked for damage by our Premier Service Facility technicians before being re-entered into the warehouse inventory.
We issue a credit note to the customer for the returned items immediately the goods are received back in good order. This is usually within 24 hours of receipt for complete units.
Your orders are taken by knowledgeable sales staff who can advise as required on the products which would best suit your requirement.
All order picking is controlled by Radio Data Terminals – portable PCs that ensure error-free picking of your order.
Packaging is key to preventing damage in handling. Where appropriate the manufacturer’s delivery packaging is left untouched. Other items are securely packed using the most advanced damage prevention techniques and materials.
All deliveries have a stated delivery time – for example by 9am next day, or by 5.30 next day. The carrier reports immediately the few cases where the delivery has not met the required time.
