This article will hold commonly asked questions around "Ordering & Delivery" queries - if using a laptop or computer, please use "Ctrl + F" to search.
This document will also link the relevant forms you will need to use
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Q - How can I get an emergency order, not for my scheduled delivery day?
A - Please fill out this form for an emergency dray order request for Trade Team:
Emergency Dray Order Request SGPP
Please note, we can never guarantee emergency deliveries. All emergency delivery requests must be made to us ASAP either via a Stonegate Support ticket, or by calling us on 0333 320 2085 (additional charges may apply for an emergency dray or courier delivery)
When raising a ticket with us, please make sure to advise us of how urgently you need your emergency order and to provide the list of what you require.
Q - I need an order today urgently - how do I get one?
A - We always try to look at off-day dray deliveries first, but if not possible and you require an emergency order on the same day, we will look at courier or customer collection options.
COURIER - This is a third party that would deliver stock to you, it is not cellar service/delivered to the nearest safe point. They will delivery on an all-day time window, any time between 6am-8pm. They will not take away any empty kegs. The courier cost is £186 (excluding VAT)
PLEASE FILL OUT THIS FORM FOR A COURIER REQUEST: Courier Order Request Form
COLLECTION: PLEASE FILL OUT THIS FORM FOR A COLLECTION REQUEST: Collection Order Request Form
Please let us know as soon as possible what stock you are requesting to collect from the depot, as well as who will be collecting the order = name, vehicle make/model, vehicle registration
Once Tradeteam have confirmed back to us that the depot is able to accommodate this, we will let you know and place the order. Please do not arrive to the depot for collection until we give confirmation. Please keep in mind that the person collecting the order will need to load/onload their vehicle themselves.
Collection Time Windows may vary depending on your local depot. The person collecting the order will be required to wear appropriate safety equipment such as closed-toe shoes.
Please note that the Stonegate Support team may ask additional questions on Emergency Orders requests. This is normal procedure that allows us to achieve a better costs control, and manage your expectations as to what is possible to arrange.
Q - How can I add to an order I have already placed?
A - Please fill out this form: Add too order request
Please put into the description what you would like to add to your order. We will then send the request to the relevant supplier to check they can accommodate adding to the order.
If this request is urgent, please do call us on 0333 320 2085
Q - How can I get products removed from my order that I have placed?
A - Please fill out this form: Remove product request
Please put into the description what you would like to be removed from your order. We will then send the request to the relevant supplier to check they can accommodate removing the products.
Q - How do I cancel an order?
A - Please fill out this form, providing the reason for cancellation: Cancellation Request Form
We will then send the request to the relevant supplier to ask them to cancel and we will then confirm back once we have an update from the supplier
Q - How can I update my contact details with a supplier?
A - Please fill out this form: Site Contact Changes Form
Please provide the new contact details in the description box, and we will then send onto the supplier selected
Q - How do I request a change in delivery day and/or time window?
A - Please fill out this form: Delivery Schedule Change Request Form
Please explain in the description box in as much detail for the reason for the change, so that we can provide this to the supplier
Q - How do I raise a complaint and/or give feedback?
A - Please fill out this form: Complaint/Feedback Form
You can specify if you are wanting to give feedback or a complaint
Q - I need a delivery note/proof of delivery from Trade Team - how do I request one?
A - Please fill out this form, providing us with the order number and delivery date: Trade Team Delivery Note Request
Trade Team should already email you with the proof of delivery note after each delivery - if they aren't, please provide us with an email address in the ticket description that we can then send onto Trade Team
Q - How do I report an ullage/faulty barrel to be uplifted by Trade Team?
A - Please submit your request to raise an Ullage - Trade Team Ullage Request
Q - How do I report that I need an empty barrel uplift with Trade Team?
A - Please submit your request here, using the empties form: Trade Team Empty Keg Request
We need to know how many barrels of each size you have on site.
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