Shipping policy

All replacement spares, boards, and assemblies listed on sierra-indigo.com are held in physical inventory at our UK warehouse in Pentre, South Wales (zero broker dropshipping).

1. Dispatch Cut-Off & Processing Times

  • Same-Day UK Dispatch (Monday – Friday): Orders placed and cleared before 14:00 (2:00 PM) UK Time on a working day are picked, ESD-packed, and dispatched the same working day.
  • Weekend & Bank Holiday Orders: Orders placed after 14:00 on Friday, over the weekend, or on a UK Public/Bank Holiday are dispatched on the next working day (typically Monday morning).
  • Order Tracking: As soon as your consignment is scanned for dispatch, you will receive an automated dispatch confirmation email containing your courier tracking number and commercial VAT invoice.

2. UK Domestic Shipping (No Import Duties or Hidden Fees)

  • Domestic Origin: Because all orders ship directly from our facility in Pentre, United Kingdom (CF41 7TH), UK mainland and domestic orders are never subject to import duties, customs clearance delays, or cross-border brokerage fees.
  • Courier Services: All UK orders are shipped via tracked commercial courier (such as DPD, DHL, UPS, or Royal Mail Tracked/Special Delivery depending on component weight, dimensions, and checkout selection).
  • Estimated Transit Times:
    • UK Next-Working-Day / Express Courier: 1 working day from dispatch (2 working days for Scottish Highlands, Islands, and Northern Ireland).
    • UK Standard Tracked Delivery: 1–3 working days from dispatch.

3. ESD & Protective Packaging Standards

  • Active Components & PCBs: Every system board, PCIe/PCI-X card, memory module, and static-sensitive sub-assembly is handled at earthed workstations in accordance with ANSI/ESD S20.20 protocols, heat-sealed inside metallised Faraday static-shielding bags, and cushioned in rigid shock-absorbing foam.
  • Heavy Chassis, PSUs & Passive Accessories: Server power supplies, rack hardware, heatsinks, and passive cables are individually boxed or wrapped with high-density protective fill to prevent transit movement or pin/connector damage.

4. International & EU Export Shipping

We ship daily to broadcast studios, data centres, and engineering teams worldwide.

  • Commercial Documentation: All international shipments include a full commercial invoice displaying accurate HS tariff codes and country-of-origin declarations to ensure smooth customs clearance.
  • Import Duties, Local VAT & Customs (DAP / DDU): Unless explicitly agreed otherwise in writing on a B2B quote, orders shipped outside the United Kingdom are sent on a Delivered at Place (DAP) basis. The recipient is responsible for any local import VAT, customs duties, or carrier clearance charges levied by the destination country.
  • Urgent International AOG / System-Down Dispatch: If you require an expedited air courier service or wish to ship on your organisation's own DHL, FedEx, or UPS account number, please contact info@sierra-indigo.com prior to ordering.

5. Delivery Inspection & Transit Damage

  • Please inspect outer packaging upon courier arrival. If a parcel shows visible signs of severe crush or water damage in transit, please sign for the consignment as "Damaged" with the courier driver where possible.
  • Report any physical transit damage, missing items, or carrier discrepancies to info@sierra-indigo.com within 48 hours of delivery, quoting your order number and attaching clear photographs of the outer box and internal packaging so we can dispatch a replacement or raise an immediate courier claim.