FAQ

Timber

What types of wood do you use?

Softwood - Scots Pine
The PEFC & FSC sourced Scots Pine is sourced from Scandinavia and Scotland, and is slow grown for many years to ensure maximum strength and stability.

Hardwood - Keruing
Imported from South East Asia, our PEFC sourced Keruing wood is a stronger timber than the Scots Pine. It is generally compared with Teak in most strength categories, but is slightly stiffer.

What is the difference between hardwood and softwood?

Contrary to popular belief, hardwood is not necessarily harder or more dense than softwood. Balsa wood for example, one of the least dense woods available is in fact considered to be a hardwood.

The difference is defined by the reproductive nature of the trees. Hardwood trees distribute their seeds via another body, i.e. in an apple, or a hard shell such as an acorn.

Softwood species distribute their seeds directly via the wind. Pine tree seeds for example are released into the wind when they reach maturity and blown to new locations.

The softwood/hardwood definitions does makes some sense as hardwoods are generally stronger than their softwood counterparts. Though as the balsa wood example demonstrates, there is no minimum weight required.

How are your products treated?

Green and Brown Treatment -
Firstly, all timber is air dried until it contains a moisture level of just 28%. Timber is then pressure treated with a water based AC500 solution in our impregnation vessels. The AC500 solution is what gives your product its extra long life span, and can be guaranteed for 15 or 30 years depending on your requirements.

Creosote Treatment -
Firstly, all timber is air dried until it contains a moisture level of just 28%. Timber is the pressure treated with European type 2 creosote in our impregnation vessels. The creosote treatment gives your product an extra long life span of up to 40 years.

What is the difference between green and brown treatment?

The difference between green and brown treatment is purely cosmetic.
Both treatments are identical in process with only the dye in the solution changing to give either a green or brown finish. At Calders & Grandidge we offer you the choice between green and brown finishes so you can pick the ideal finish to suit the landscape your product will be going into.

Can I have creosoted products?

The use of creosoted timber is firmly restricted to professional agricultural and equestrian use. It is not allowed in domestic products.

To find out if you can use creosoted timber products for your specific project, please call our experienced team on 01205 358 866 who will be able to advise you further. Alternatively you can read our Uses of Creosote page online.

How should I care for my timber product?

Your new timber product will not require any additional treatment or care to maintain its natural aesthetics and long life span. If you do want to keep your product looking its absolute best then we recommend occasionally painting it with a quality wood preservative available from any good garden centre.

How long will my timber last?

Green and brown treated softwood has a desired life span of 15 or 30 years, depending on your specifications when you order.

Hardwood products, which are untreated, have a desired life span of 30 years.

Creosoted products have a desired life span of 40 years.

Can I paint your products?

Yes. We recommend that if you would like to paint your new Calders & Grandidge product that you wait until after a few dry days have passed before painting with paint suitable for use on timber.

Is your timber ethically sourced?

Yes. As members of the WWF 95+ Group, and group dedicated to using timber products sourced from only credible, well managed forests we here at Calders & Grandidge take great pride in our green credentials, and ensure that all our timber is sourced from sustainable forests. We hold a FSC and PEFC Chain of Custodies and an ISO14001 certificate for our environmentally conscious practises.

Shopping Online

How do I find products?

There are many ways you can navigate around this site. The simplest way is to enter your search term into the ‘product search’ bar located towards the top left of any page, next to the magnifying glass icon. Doing so will search all of our products for you and return the most relevant results.

An alternative way to search is by clicking first on the appropriate product category tab at the top of any page. This will take you to a list of all the Calders & Grandidge products that come under that category. You can then browse the range and click on the products that you are after.

How do I place an order?

When you find the exact product you are after, simply click ‘Add to Basket’. This will automatically save that product to your online basket, allowing you to continue browsing freely. You can view and edit your online basket at any time during your browsing process.

When you have selected all the products you want you will need to check out. You can do this by clicking on the ‘My Basket’ button located near the top right of your page, underneath the ‘My Account’ button.

Once in the checkout you can review all the products you have selected, and edit and finalise your list. When you are happy with the products you have selected click ‘Checkout’ (located at the top of your product list).

Complete the checkout process by entering your address, billing information, delivery information and delivery method. Once you have completed this process you will be able to review your final order and make any final adjustments before finalising.

When your order has been finalised you will receive a confirmation email detailing your order and giving you an expected date for delivery.

How do I select multiple items?

When viewing a product just click the ‘Add to Basket’ button on the products page. This will automatically add that product to your online basket. To order another product go to that products page and simply click ‘Add to Basket’ on that products page also. Your online basket will now have both items in it, ready for you to checkout. You can repeat this process as many times as you like to order any number of products.

How can I see what is in my online basket?

At any time during your online shopping experience you can review your online basket and easily make any changes you wish. To do this just click on the ‘My Basket’ button, located to the top right of any page, just under the ‘My Account’ button.

How do I remove products from my shopping cart?

At any time during your online shopping experience you can review your online basket and easily make any changes you wish. To do this just click on the ‘My Basket’ button, located to the top right of any page, just under the ‘My Account’ button. This will take you to your online basket where a list of any products you have ordered will be kept. To the right of each product will be the option to ‘edit’ or ‘remove’ any of your chosen items. To remove items just click the ‘remove’ button.

How do I pay?

Once you have completed the checkout process you will be transferred to our secure payment provider where you are required to enter your card details to make payment. Simply enter your card details into the relevant boxes and click enter.

You will not be changed for an order until it has been confirmed by our team, and you will be sent an email confirming when this happens.

We understand that your payment details are sensitive information, please read our full privacy policy for more information.

What forms of payment do you accept?

We process our online payments through a secure payment provider, Barclaycard Business ePDQ, and accept the following debit and credit cards Visa, Visa Electron and Mastercard.

Is there a money back guarantee?

For detailed information regarding each of the following please click on the relevant link.

Returns and Refunds

Delivery and Installation

Warranty Information

Terms and Conditions

Shopping Offline

Do you have any local depots or stockists?

Our only depot is located on our site in Boston, Lincolnshire. For a map to our site please click here. If you cannot travel to Boston then you will be able to view a select range of our products at your local branch of Jewsons. Just ask to see the Calders & Grandidge range.

How can I get in contact with you?

You can contact us by:

Telephone: 01205 358 866

Fax: 01205 312 400

Email: enquiries@caldersandgrandidge.com

Post:
Calders & Grandidge
194 London Road
London Road
Boston
Lincolnshire
PE21 7HJ

Delivery

Where do you deliver?

With our own fleet of trucks in a range of sizes we are able to deliver to any destination within the United Kingdom if required.

If you require delivery abroad please call our office on 01205 358 866 to enquire.

How do you deliver?

With our own fleet of trucks in a range of sizes we are able to deliver your products personally.

For delivery charge enquiries please call our office on 01205 358 866.

How much does delivery cost?

Delivery charges are calculated based upon your distance from our site in Boston, Lincolnshire. To find out how much delivery would cost to your address please add an item to your basket and enter your postcode into the estimator.

How long does delivery take?

Delivery takes up to a maximum of ten working days, though we do aim to have your goods to you sooner. If after ten working days you have not received your order do not hesitate to contact our office on 01205 358 866 to enquire.

How can I track my order?

If at any time during your ten day waiting period you wish to find out exactly where your goods are you can contact our office on 01205 358 866 to find out.

We will always call you a few days before delivery with an estimated time of delivery, and our drivers can also call you just before they arrive if you wish.

Do I have to be in when you deliver?

We will contact you a few days prior to delivery to agree an estimated time for delivery. If you cannot be home at this time and are happy for your goods to be delivered to an alternative location (i.e. a neighbours property) then just let us know and we can make the necessary arrangements.

If I order more than one product, will they arrive together?

We endeavour to ship all your products together, minimising hassle for you. If in the unlikely event that we do not have your full order ready to ship then we will deliver the items we can initially, with the others arriving when ready. If this is the case you will only ever be charged for one delivery.

What should I do if I have not received my order within ten working days?

If we know there is going to be a problem with your delivery we will contact you to let you know. If however after ten working days you have not received your goods or a call from ourselves, please contact our office on 01205 358 866 to enquire.

Do you deliver abroad?

Yes, we can deliver overseas if you require it. However we will use a third party haulier for international delivery and you must contact us directly to make your order.

Installation

Can I have my order installed?

Yes. Though we do not fit your order ourselves we can, upon your request, make contact with a carefully selected installer in your area who will provide you with a quality fitting.

Request installation services when placing your order to receive this service.

How long does it take to install an order?

As we use carefully third party installers, local to you, installation times will vary depending on the individual installers. The installers we recommend will endeavour to fit your order in a swift and secure manner.

How do I find out the cost of having an order installed?

As we use carefully selected third party installer, local to you, installation charges will vary depending on the individual installers. We will endeavour to find you the best quote possible, but if you are not completely satisfied with our choice you are under no obligation to take our recommendation as part of your order.

What help is available if I wish to do my own installation?

If you would like to erect your own closeboard fencing, but would still like some guidelines to aid you, you can find a video copy of our erection guide here.

Do you come out to site to measure?

We are happy to organise for a professional third party company to measure for your project.

For this service please call our team on 01205 358 866.

Export

Do you deliver abroad?

Yes, we can deliver overseas if you require it. However we will use a third party haulier for international delivery.

Can you help with an export enquiry?

Yes. For any export enquiry you may have please do not hesitate to contact our office on 01205 358 866 for more information.

Damages and Returns

How do I return an item?

In the unlikely event that you are not completely satisfied with the quality of your product upon delivery then we are happy to organise a return.

For more information specific to your individual enquiry, please call our team on 01205 358 866.

Unwanted Items

If you wish to exchange your order, please return the item for a refund, and place an order yourself via caldersdirect.com for the alternate item. We are happy to refund unwanted items that are returned to us within 14 days of delivery and still in a re-saleable condition; however a 20% restocking fee will be applied.

Please enclose a note quoting your order number, the items you are returning, and stating that the items are unwanted and you require a refund and send all items to the address below.

Calders & Grandidge
194 London Road
Boston
Lincolnshire
PE21 7HJ

All goods that are returned to us are the responsibility of the customer, and so you may wish to send goods by registered post. We are not liable for goods that do not reach us.

For unwanted items only, the cost and organisation of delivery is down to the customer. We are happy to put you in contact with a reliable delivery service should you require it.

Please call our team on 01205 358 866 to request this service.

Incorrect or Faulty Items

Should you receive any items that you did not order, or that prove to be faulty within 14 days of delivery and has not yet been erected, we can organise for your item to be collected and returned for free. For this service please call a member of our team on 01205 358 866.

Alternatively, if you wish to send an item back yourself then you can do so to the address below. In this instance the responsibility of the delivery is down to you, and so you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Please enclose a note quoting your order number, what you are returning, the nature of the fault, and specifying whether you require the correct item to be sent out, or a refund.

Return address:

Calders & Grandidge
194 London Road
Boston
Lincolnshire
PE21 7HJ

Can you repair my fence?

We are happy to organise for a professional third party company to service your Calders & Grandidge product.

If you require repair services please call our team on 01205 358 866.

Is there a money back guarantee?

In the unlikely event you are not completely satisfied with the quality of your product upon delivery then we are happy to organise a return and offer you a full money back guarantee.

The money back guarantee is only valid on faulty or damaged goods received within the last 14 days, and that have not been erected.

Any damage done to your goods after delivery do not qualify for the money back guarantee.

What warranty is provided?

A 15 year warranty is provided for all our products that will have constant in ground contact during their service life. This warranty is underwritten by our chemical treatment supplier, Osmose.

For full warranty information please click here.