Shipping policy
At Pulse & Rest, we work with specialist fitness, recovery and wellness equipment manufacturers and suppliers across the UK and Europe. Many of our products are large, specialist or made to order, so delivery methods and lead times can vary depending on the product, manufacturer and destination.
The following policy explains what you can expect when ordering from Pulse & Rest.
Order Confirmation
Once your order has been successfully placed, you will receive an order confirmation by email confirming that we have received your order.
We will then confirm the order with the relevant manufacturer or supplier, including product availability and applicable delivery arrangements.
If there is an unexpected availability issue, significant change to the stated lead time or another issue that may affect fulfilment, a member of the Pulse & Rest team will contact you as soon as reasonably possible using the contact details provided with your order.
Please ensure that your email address and telephone number are entered correctly at checkout, as these may be used to arrange delivery.
Delivery Lead Times
Delivery lead times vary by product and supplier.
Pulse & Rest works with suppliers and manufacturers located throughout the UK and Europe, including Poland and Estonia. Some products are held in stock and may be available for relatively quick dispatch, while others are manufactured or prepared specifically for each order.
Where available, an estimated delivery or production timeframe will be displayed on the individual product page.
These times are estimates rather than guaranteed delivery dates unless expressly stated otherwise. Factors such as product availability, manufacturing schedules, international transport, customs procedures, courier capacity and specialist delivery requirements may affect the final delivery date.
For made-to-order products, the stated production time is generally separate from any subsequent transportation and final delivery time unless the product page specifically states otherwise.
If you require a product by a particular date, please contact us before ordering so that we can check the current expected lead time with the relevant supplier.
Supplier-Direct Delivery
Many of our larger products are dispatched directly from the manufacturer or approved supplier to the customer.
Supplier-direct fulfilment reduces unnecessary additional transportation, handling and warehousing of specialist equipment and allows products to travel through a more efficient supply chain.
As a result, different products may be delivered by different couriers or specialist freight companies.
If you order products from more than one manufacturer or supplier, your order may arrive in separate deliveries at different times.
Pulse & Rest remains your retailer and point of contact should you require assistance with your order.
Large & Heavy Items
Many products sold by Pulse & Rest — including strength equipment, cardio machines, massage chairs, saunas and other specialist wellness equipment — are large and heavy items that may require pallet or specialist freight delivery.
Depending on the product and supplier, delivery may be made to the kerbside or another accessible delivery point unless an enhanced delivery or installation service has been specifically agreed.
Large-item deliveries may require someone to be present to accept the goods.
Where the courier or supplier provides a scheduled delivery service, you may be contacted by telephone, email or SMS before delivery to arrange or confirm a suitable delivery date or time window.
Please do not attempt to move exceptionally heavy equipment without appropriate assistance or equipment.
Installation
Installation is available for selected products and locations but is not automatically included unless specifically stated on the product page or order confirmation.
Where installation is available, this may be carried out by the manufacturer, supplier or an approved specialist installation team.
Installation requirements and any associated charges will be discussed with you where applicable.
Some products may require professional electrical, plumbing, construction or site-preparation work that is not included within standard delivery or installation. Any such requirements should be confirmed before installation takes place.
If you are unsure whether installation is available for a particular product, please contact us before ordering.
Delivery Areas
Delivery availability varies depending on the product, supplier and delivery service required.
We deliver throughout mainland UK where supported by the relevant supplier or manufacturer.
Some suppliers may have restrictions or additional charges for areas including:
- Scottish Highlands and certain areas of Scotland
- Northern Ireland
- Isle of Wight
- Isle of Man
- Channel Islands
- Offshore islands
- Other remote or difficult-to-access locations
If your delivery address falls within one of these areas, please contact us before ordering so that we can confirm availability and any additional delivery costs.
International delivery is not currently offered as standard through our website.
Access Requirements
It is the customer's responsibility to ensure that the chosen product can be safely delivered to and, where applicable, installed in the intended location.
Before ordering a large product, please check:
- Door and doorway dimensions
- Hallway and corridor widths
- Staircases and landings
- Lift dimensions and weight restrictions
- Gates and external access
- Parking and loading restrictions
- Steps, gradients and uneven surfaces
- Ceiling height
- Final product dimensions
- Any specialist access requirements
For particularly large equipment, massage chairs, saunas or commercial installations, we may contact you before delivery to request further information about the property or installation location.
Where requested, please provide accurate access information.
If you're uncertain whether a product will fit through your property or into its intended location, contact Pulse & Rest before placing your order and we'll help you check the relevant product dimensions and delivery requirements.
Damaged Goods
We take care to ensure products are appropriately packaged and transported, but occasionally damage can occur during transit.
Please inspect the packaging and goods as carefully as reasonably possible when your delivery arrives.
If there is visible damage to the packaging, please make the delivery driver aware and record the damage on the delivery documentation where possible.
If you discover that your product has arrived damaged, please contact us at contact@pulseandrest.co.uk as soon as possible and provide:
- Your order number
- A description of the damage
- Clear photographs of the damaged product
- Photographs of the external packaging
- Photographs of any shipping labels where relevant
Please retain the product and its original packaging while we investigate the issue.
Pulse & Rest will liaise with the relevant supplier, manufacturer or carrier and advise you of the next steps.
Made-to-Order & Bespoke Products
Some products available through Pulse & Rest — particularly saunas and customised wellness equipment — are manufactured, configured or prepared specifically for each customer.
Production lead times for these products will vary depending on the manufacturer, specification and time of year.
Where a product page states a production time — for example, 3–4 weeks or 5–6 weeks — this refers to the estimated manufacturing period unless otherwise stated. Additional time may then be required for transportation from the manufacturer and final delivery within the UK.
Bespoke and made-to-order products may also require us to confirm specifications, finishes, dimensions, access requirements or other details with you before production begins.
Where further information is required, Pulse & Rest will contact you after your order or enquiry and before the relevant stage of fulfilment.
Any cancellation or return rights applicable to made-to-order or personalised products are covered separately within our Returns & Refunds Policy and applicable Terms & Conditions.
Tracking & Delivery Updates
Tracking availability depends on the delivery method used.
For standard courier deliveries, tracking information will normally be provided when it becomes available.
For pallet, freight, supplier-direct and specialist deliveries, traditional parcel tracking may not always be available. Instead, the supplier, carrier or Pulse & Rest may contact you directly to arrange or confirm delivery.
If your expected delivery timeframe has passed and you have not received an update, please contact us at contact@pulseandrest.co.uk and we'll investigate the status of your order.
Need Help With Delivery?
If you have questions about delivery times, product access, installation or whether we can deliver a particular product to your location, please contact us before ordering.
For larger or specialist purchases, we're happy to discuss the delivery requirements with the relevant supplier to help ensure everything is suitable before your order is fulfilled.
Email: contact@pulseandrest.co.uk
Pulse & Rest