Ordering and Delivery SGPP FAQ

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Q - How can I get an emergency order, not for my scheduled delivery day? 

A - 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. 

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.  Submit a request – Pub Partners

Q - I need beer before the weekend, and cannot borrow enough of it.

A - We always try to look at emergency off-day dray deliveries first. Please let us know as soon as possible what stock you need by raising a ticket or calling into us. 

Off-days are delivered on an All-Day Time Window 6am-8pm and known access restrictions cannot always be accommodated. The crew will offer full cellar service. 

An additional charge of £60-£114 will incur to the publican.

Please note that off-days are never guaranteed - especially around national holidays. While we will do our best to let you know of any changes the day before delivery, it is a possibility that this will be cancelled on the day.

Q - I need an order today urgently - how do I get one? 

A - We always try to look at off-days 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 not take away any empty kegs. 

We will reach out to Tradeteam to request a courier delivery, and once Tradeteam have confirmed that the depot is able to accommodate this, we will be placing the order and confirming back to you once it is booked. 

Collections are usually arranged for the same-day or the next day, depending on depot & stock availability.

Courier orders must be limited to 16x11g (around 1,2t in total weight) - NO WINES AND SPIRITS.

Couriers are delivered by third parties on an All-Day Time Window 6am-8pm. We therefore will not be able to provide an ETA.

The crew will only do a kerb-side drop - leaving the kegs at the nearest safe point. No empties will be removed.

An additional charge of £186 will incur to the publican.

Please note that couriers are never guaranteed, we will always have to request them first and then confirm back if the depot has that resource. 

COLLECTION:

Please let us know as soon as possible what stock you need, as well as who will be collecting the order (name, vehicle make/model, vehicle registration).

Once Tradeteam have confirmed 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. 

Couriers are usually booked for the same-day or the next day, depending on depot & stock availability.

There is no weight/stock restrictions, however please keep in mind that the person collecting the order might 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 collections are never guaranteed - especially around national holidays. 

Please note that the Stonegate Support team may push back on Emergency Orders requests, or question the reasons why it is needed. This is normal procedure that allows us to achieve a better costs control, and manage your expectations as to what is possible to arrange.

Priority	Options	Delivery	Limit	Time Window	Cellar Service	Costs
Low - only need a couple of kegs	Local sites or local sourcing	ASAP	No Limit	N/A	N/A	No costs
Normal - need before the weekend	Off-day	48h-72h	No Limit	6am-8pm	Cellar Service	£60
High - business critical	Off-day	24h	No Limit - must be depot-held stock	6am-8pm	Cellar Service	£114
	Courier	Same or Next day	16x 11g - no wines and spirits	6am-8pm No ETA	Kerbside Drop	£186
	Collection	Same or Next day	No Limit	Depends on depot	N/A	No costs