we specialise in made-to-order models, giving you the widest possible choice. However, we also carry a selection of models in UK stock. each model clearly shows its availability in the top-right corner of the product image and on the product page itself, indicating whether the item is made to order or available from one of our UK distribution centres for immediate dispatch.

our inventory is updated daily, so the stock figures shown are live and up to date. If you would like to double-check availability, you are welcome to call us on 0161 509 3990. if you cannot reach us directly and require 100% stock confirmation for an urgent job, you may also contact the supplier’s distribution office using the details listed further down this page.

the information shown in the top corner of each image also indicates lead times:

• made to order lead times apply when an item must be produced specifically for your order.
• shorter lead times apply when the item is already in stock.
  

if you see a yellow banner, this means the item was in stock for immediate dispatch at the time of viewing. stock quantities may be limited (sometimes only one unit available), so please call us if you require more than one.

note: If only one unit is available and two orders are placed at the same time, the item may sell out before your order is processed. If this happens, we will contact you immediately. You can either wait for the made-to-order lead time or request a full refund. all stock is allocated on a first-come, first-served basis, and we always aim to handle these situations fairly.

different products are sent with different carriers - determined by the size and nature of the product

delivery will be MON to FRI only and we don't include deliveries on a weekend inclusive of the free delivery prices we offer

if an item is listed as IN STOCK (i.e. not made to order) the cut off times for dispatch are as follows for mainland UK (note: offshore, highlands and northern ireland will be sligthly longer in most cases) (note: if you need to guarantee delivery and you are close to these times - please call us to ensure you request your items meet the dispatch times):

• order placed TUE before 2pm - dispatched same day - delivered THU / order placed after 2pm delivered FRI
• order placed WED before 2pm - dispatched same day - delivered FRI / order placed after 2pm delivered MON
• order placed THU before 2pm - dispatched same day - delivered MON / order placed after 2pm delivered TUE
• order placed FRI before 2pm - dispatched same day - delivered TUE / order placed after 2pm delivered WED
• order placed after 2pm FRI up to 2pm on MON (i.e. all weekend) - dispatched MON - delivered WED / order placed after 2pm delivered MON

if you purchase a made to order item we shall keep you fully informed of the progress of your order. you will receive an email which details how long each stage of the manufacturing and shipping process will take. we will keep you fully informed. the lead times quoted will cover production and have extra time built to cover any minot delays in production.

if you have ordered multiple items and require a partial delivery of some items we can do this for you. please get in touch to request this

if you want to delay shipment of your IN STOCK item or MADE TO ORDER once thy are ready we can hold these in our warehouse at no charge - the usual payment rules (based on deposits will apply) - see the payment information page

all consignments are sent fully tracked in two ways:

• with the courier - text message will be sent from them
• via our website - you'll be sent an email with tracking information once the delivery is sent

we advise always putting a mobile number (and not a landline) in the checkout as he courier tracking will be sent as a text message to your phone

accessories purchased with a radiator / towel rail will typically be packaged inside the box so please fully open the box to find them before assuming they might be missing - on occasion may be sent in a separate courier pack if they don't fit inside - but this is rare

we utilise the best carriers for delivery - but couriers can occasion damage items - please check your items on arrival for damage - as per our terms and conditions damage must be reported to use within 48 hours of receiving the items - outside of this you risk the items not being replaced as the window for a claim with the courier closes - so follow this guidance to protect yourself and ensure we can replace them for you

unlike many websites where you struggle to speak to a person directly sometimes we are here to help

in the unlikely event you cannot reach the heat is on via phone - your are also welcome to call the supplier directly if you have an urgent question about your delivery. simplify advise you have placed an order via the heat is on and quote your name or your THIO order number.

• if you have ordered a TERMA model you are also welcome to phone the TERMA distribution office on 01942 272 172
• If you have ordered a DQ model you are also welcome to phone the DQ distribution office on 01842 810 833.