Vertical Leisure Ltd – Coronavirus status

ear Valued Customers

We very much regret to announce that as of 17:00GMT 26/03/2020 we will no longer be dispatching orders in the UK.

This difficult decision has been caused by a high increased in the demand on our delivery partners by the government for essential deliveries such as food. This has meant that priority has been given to these essential supplies. In addition, due to the weight of our products they are limiting the amount of goods that can be carried on a delivery truck. We whole heartedly agree with our delivery partners decision to support the UK government with this initiative.

This decision by our delivery partners has meant that we are also experiencing a high delivery return rate and so we are unable to continue any deliveries.

Any order placed before 17:00GMT today we will attempt to deliver but please understand our carriers may decide not to deliver and this is beyond our control. If you have an order in before 17:00 GMT 26/03/2020 please make sure you have clear instructions on your door in case the delivery arrives while you are in the garden, have the music up loud, watching TV etc.

We will continue to accept orders and will process them at the earliest opportunity, on a first come first served basis, once the restrictions on movement of goods by our carrier have been lifted.

Please check our web site for updates, we will do our very best to keep you informed as the situation evolves.

We appreciate your understanding and patience at this time.

Please everyone, stay safe.

Dear Valued Customers

Vertical Leisure / X-POLE very much regrets to announce that as of 17:00 GMT today (24/03/2020) we will no longer be able to process orders to Europe.

Due to the difficult operating conditions imposed by the UK and other destinations in Europe, and with our primary focus on the health and wellbeing of our staff, we will no longer able to process further orders for dispatch to Europe.

With regard to UK shipping, we are endeavouring to continue the dispatch of orders, but advise that instead of the usual 1-2 days delivery time, you can expect up to 7 business day for deliveries to arrive.

We will still be taking pre-orders for European Delivery which will be processed on a ‘first come first served’ basis once the restrictions are lifted by the UK and European territories.

At this time, phone support is limited, but should you need to contact the office, your first port of call should be the contact us page on our website. We will endeavour to respond within 24 hours.

We wish all our customers and affiliates well in this time and implore you to follow the government guidelines issued in your own country of residence, and most importantly; stay safe and stay well!

Current UPS service status can be viewed here

Track your UPS package here

X-POLE Products:

After extensive research, the conclusion has been reached that there is no significant risk of contracting the COVID-19 virus from any of our products at the point of purchase.

Leading epidemiologists and health organisations have stated that while the COVID-19 virus has the ability to survive up to eight or nine days on a surface, factors such as temperature and humidity play a factor in the survivability of the virus.

Most Vertical Leisure Ltd. (X-POLE) products are manufactured in China and shipped by sea to destination territory offices and warehouses.

The average transit time of any consignment of X-POLE products from our Chinese production facility to a destination territory office is anywhere from three to six weeks, with fluctuations in temperature and humidity varying hugely during transit.

For current government advice on the COVID-19 situation, please visit this link.

Repairs:

With regards to repairs, we endeavour to provide a speedy and efficient service. However, in the current environment we can not guarantee a quick return of any repaired items due to staff abiding to the UK government lock down, the courier service levels and availability of spare parts from our factory.

We are working hard to serve you as best we can and we thank you for your patience.

Returns:

As with repairs above, while we always try to process returns in a timely fashion, due to the current global situation, there will be delays in receiving and processing returns. Please bear with us as we work with our shipping providers to ensure we are delivering the best service we can in this difficult time.