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Frequently Asked Questions

Do you have a question for us?

On this page, you will find the answers to frequently asked questions about FarmFit the company, our online store, and the order process.

About FarmFit

We're a family owned business that grew out of another branch of the family's business, when agricultural steel building manufacturers and erectors Robinsons needed a partner to fit out the internals of the buildings they construct. Seven years ago, father-and-son team Jim and Ryan Brown took a look at the market and found an opportunity to establish a specialist team to design, make, and install the equipment internal to a barn - lairage layouts, bull pens, cattle handling systems - every system you would need to look after your livestock.

We've expended our offering since then, always with the same mindset, always looking to provide the best products at the best price. The team has expended too, and we now have the breadth and depth of experience to tackle any challenge!

We are in the lush, verdant (and any other synonym for beautiful-but-wet) south-west of Scotland. Our headquarters and yard are in the county market town of Dumfries, and our staff spend most of their free time enjoying the local countryside, whether on foot, a bike, or horseback - so we know what you need to stay comfortable outdoors.

We also have a location in the nearby town of Lockerbie on the grounds of our sister companies, which is much more convenient for both the motorway and the train mainline.

Click here for more details on where we are and how to find us.

Sure! Our Dumfries HQ holds everything we're most proud of - from the largest to the smallest pieces of agricultural equipment we do, and is open to the public. No need to make an appointment - just turn up and our staff will help you choose the perfect item.

Find the details on where we are here.

There's lots of ways for you to contact us:

Not at the moment - not because we don't produce one (we do) but because we're in the middle of updating it and we don't have any copies of the old one left.

In the meantime, you can view the (old*) brochure on our website here, where you can also download a copy.

*The main reason we are updating it is to add all the exciting new products we stock now - there's a couple of discontinued items, the main one being that we no longer supply the up-and-over gates on page 9.

Yes.

Not only do we make them in our factory, but we've designed them too, so we are very proud of them. If given the chance our team would love to tell you all about them, how they've been designed in conjunction with local farmers to be more durable and efficient than the alternatives, how they can make your farm operations more streamlined - give us a call on 01576 204 963 to find out anything you want to know.

Check out our very favourites here - I particularly like the collapsible walk-through sheep feeder, the flat-pack design would put Ikea to shame!

Yes!

Whether you're looking at a Grassmen Hoodie, a drinks bottle from Yeti, or a 6 metre long 10-headspace Agritubel Fiabilis Self-Locking Cattle Yoke, you can be assured of the best service and support.

That's fantastic, thank you!
You can leave us a rating on Google (and for our Lockerbie shop as well) or Facebook.

Ordering

You can see on the product's page if an item is available - our site won't let you buy a product if it's out of stock.

If an item is out of stock, the variant button has a red diagonal line through it, and the on-brand green "add to cart" button turns an off-brand greenish-grey, saying "out of stock".

You can preorder some items - we only enable pre-ordering when we receive confirmation that the goods are being manufactured (our own items) or the stock is on its' way to us (bought-in items), and this is normally a couple of weeks in advance of the goods reaching us.

If you would like to order an item that is not in stock and also not available for pre-order, please contact our team on 01576 204 963 and they can source it specially for you.

Please be aware you may be asked to pay a deposit for any items ordered through this service.

We can try! Please contact our team on 01576 204 963 to discuss the item you are looking for - we can then make enquiries for you, or for Agri products, we can design and make it uniquely for you.

Please be aware you may be asked to pay a deposit for any items ordered through this service.

Please feel free to contact our team with any questions you may have about the order process. The team will be happy to assist you, to help you through the process or to take your order manually.

You can call us on 01576 204 963, send an email to sales@farmfituk.com, or complete the contact form here.

Yes, you can place an order as a guest - signing in offers countless benefits, not least saving your addresses so you don't have to type it all out every time you place an order, but you can complete your order without registering on our site.

However we do require a phone number - this is so we can keep you informed about your delivery, should we need to.

We will not use your phone number for any other purpose than shipping notifications.

We use the latest Secure Socket Layer (SSL) technologies to ensure our website is secure - you will see a little padlock symbol in the address bar of your web browser to confirm this - and we have partnered with Shopify Payments to ensure that your card details are kept safe.

We don't see them or hold a record of them at any point.

We can only cancel your order up to a certain point in the packing and shipping process. After such time, cancellations are no longer possible. Please note, however, that your order may be ready to ship within hours of us receiving it and so for this reason, please contact us as soon as possible - it's best to call us on 01576 204 963 - with your cancellation request.

Vouchers & Discount Codes

Good news: our gift vouchers do not have an expiry date! Just make sure you have the code and you will be able to use it in store and online.

Discount codes on the other hand can have expiry dates. These will depend on the nature of the discount, and when the code was generated. Please check the source of your code for more information.

Some discount codes (i.e. those in Abandoned Basket emails) are automatically applied to your shopping basket so you do not have to do anything to receive your discount.

For all others, you just have to enter the code during the checkout process - look for the box called "Gift Card or Discount Code".

Unfortunately our system will not allow us to retrospectively apply discount codes to orders - we really do apologise for this inconvenience.

If you contact our team, however, we may be able to extend the expiry date or manually apply it to your next order.

Once your Gift Card has been used to the full value, any remaining amount due can be paid by debit or credit card - our checkout will walk you through the process.

Payments

All payment types available for your particular purchase will be displayed as part of the order process.

We accept most well known payment methods, including: Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express (Amex), Apple Pay, Google Pay, PayPal, Shopify ShopPay, Klarna Instalments, and Gift Cards.

As well as using the latest Secure Socket Layer (SSL) technologies (you will see a little padlock icon in your address bar), we have partnered with Shopify Payments to ensure that the Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

There might be some exceptions where certain payment methods won't be available (for example, you may have disabled Apple/Google Pay on your phone) - you will only see the options available to you in the checkout process.

If you're using a gift card and the amount on the gift card doesn't cover the full cost of the order, you can pay the remaining amount with another accepted method.

If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.

You can't pay for a gift card with a gift card.

Can I pay by bank transfer (BACS)?

Unfortunately we are unable to provide this service on our website at the moment, but we hope to be able to introduce it soon. In the meantime if you would like to pay by BACS (or even cheque), please contact our team on 01576 204 963 to place your order.

If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You may need to contact your bank to make sure there are no problems with your card.

If you’re still experiencing problems, please contact us and include as much detail as you can about the error:

  • The error message you are seeing
  • A description of the problem
  • What payment method you are trying to use
  • What the products are you’re trying to purchase
  • What internet browser and device you are using
  • Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us. Your card provider will have more information.

If you are using PayPal, please contact them directly.

Unfortunately, no - we are required to charge VAT on all applicable items. You will receive a VAT invoice by email when you have made your order, and you can use that when submitting your VAT refund request to HMRC.

We are also able to provide VAT invoices on request, please contact our team for this.

Delivery & Collection

Yes - as part of the order process, you can enter a delivery address other than your billing address.

Should you need to change the delivery address once the order has been placed, please contact our team on 01576 204 963.

It depends on the products you are ordering, and (if applicable) the service you choose during checkout.

  • Clothing, gifts, and small agricultural items are sent by Royal Mail, and are usually a Small or Medium Parcel.
  • Mid-sized agri items are sent via a palletised courier or one our fleet of vehicles.
  • Large items are exclusively sent on our own vehicles.

The costs will be shown to you during the checkout process, and as much as possible, you will be given a choice of services for delivery.

Highlands & Islands, and Expedited Deliveries, may unfortunately incur extra charges; we will contact any orders affected by this. Full details are available on our Shipping Information page.

For Clothing, Gifts, and small Agri products, we use Royal Mail.

Medium sized Agri items will be delivered either by a Palletised Courier service or on one of our own vehicles. We cannot advise ahead of time which Palletised service your order will be on, as we use several to ensure your order is delivered as quickly as possible.

Large Agri items will be delivered using our own fleet of vehicles.

Please be aware that our fleet includes articulated lorries - our team will contact you to arrange delivery, please ensure you advise us if there are any access restrictions.

We are proud to offer Next Day deliveries on a large selection of our range. This applies to all clothing, gift, and small agri items we have in stock.

We may be able to offer next day deliveries on medium sized Agri items; please contact our team by telephone on 01576 204 963 to place your order if you would like this service. Extra charges may apply for this service; our staff will discuss this with you when you place your order.

At this time, we are unable to offer a next day delivery service for large Agri items, however we endeavour to make the delivery as soon as is suitable for you.

For clothing, gifts, and small agri items, your order will typically be dispatched with Royal Mail on the same day (if ordered before 2pm Mon-Fri) or the following working day (if ordered after 2pm Mon-Fri - orders placed after 2pm on Fridays will be dispatched the next working day, typically the following Monday).

This excludes public holidays (including our shutdown between Christmas - New Year), and may also exclude those periods when our retail staff are at agricultural shows.

Your tracking information will be automatically added to your order status page, viewable from your account pages, and you will be sent an email confirming dispatch which also contains the tracking information.

Medium- and large-sized agricultural items will be dispatched as soon as we can - our staff will call you once your order has been placed to confirm delivery details, and are contactable on 01576 204 963 to track your delivery when it is dispatched.

Yes! It is completely free to use this service - simply choose "Collection" during checkout. You can collect from any of our locations, however Dumfries is the default and our 2-hour turn around only applies to this location.

You can collect from our other locations, please add a note in the "order special instructions box" to inform us which of our locations you would like to collect from. Please allow at least 24 hours before attempting collections from any of our locations outside Dumfries - our staff will inform you when your order is ready for collection.

Please be aware, before selecting this option, that currently all of our locations are in South-West Scotland.

If your order includes medium- or large-sized agri goods, please also note the conditions in point 3.5.1 to 3.5.5 of our Shipping Policy.

Please check your order for completeness and transport damage immediately upon receipt, and notify us as soon as you can if there is any damage.

If you can, refuse the delivery so it is returned to us (this is easier with our own vehicles than with Royal Mail). Mark the delivery as "damaged" on any paperwork you are asked to sign.

You can find more information in our Refund Policy.

Returns & Exchanges

You can exchange your order if you would like a different colour/size, or return it if the goods are faulty.

The first step is to contact our team on 01576 204 963 to start the process. Then for small items, simply package them up, address it to FarmFit Returns, Dumfries, DG1 4HF, and take it to your post office.

Medium & large items; our team will organise collection.

More details are available on our Refund Policy page.

We will start the process the same working day as your item is received back with us, however it can take up to 5 working days for a card refund to be processed, and up to seven for a BACS payment.

We will endeavour to refund your money to the same method used to make the original payment (e.g. if a card was used to purchase the goods, the refund will be sent to that card only), however unfortunately we cannot issue cheques. In this instance, our team will contact you to arrange a BACS payment.

Not at this time, but it is a service we hope to introduce soon.

Contact our team on 01576 204 963.

You may be asked to submit evidence of the defect in the product, this may include photos or videos. Our team will talk you through the process of this; we are also constantly looking for ways to improve our products, so our design team may want to visit your site to investigate further. They will liaise with you to organise this.

Firstly, we would like to apologise!
Secondly, please contact our team on 01576 204 963 to organise the next steps, whether you'd like to keep it or send it back.

f you'd like to return it, we'll basically be asking you to follow the steps outlined in steps 2.3.1-2.3.9 of our Refund Policy.

My Account

Go to our "register an account" page, enter your email and a memorable password, and click register.

Creating an account with Farmfit gives you a better experience of our website. You'll find such benefits as:

  • All your orders and order history in one place.
  • The option to save multiple addresses.
  • The option to save your preferred payment method.
  • Personalised offers and tailored promotions.

Click the "Forgot your password?" link on the login page, and follow the on-screen instruction.

To change your password or your billing/shipping addresses, simply follow the links from your account home page.

For security, we do not store your payment card details, and they are only partially held by our payment gateway - Shopify Payments (this is why you have to enter the 3 security digits and sometimes other information every time you check out. Unfortunately this means that you only get the chance to change your payment card details during the checkout stage when you place an order.

As for your email address - this is the detail that identifies your account, the only way currently to change it is to contact our team.

At the current time, the only way to do this is to contact our team.

Sorry you've had a problem with our website and thank you for letting us know so that we can fix it - we really appreciate your feedback.

It would really help us if you can let us know as many details as you can about the problem;

  • What the issue was
  • Link to the page where the problem happened
  • Screenshot of the issue if possible
  • Details on what should have happened
  • What browser and device you are using
  • Any error message that appeared on the screen

Newsletter & Emails

You can sign up to the FarmFit newsletter here 🙂

When you sign up to our newsletter, you will receive:

  • The latest news about our products
  • You'll be the first to know about any events
  • And you will receive exclusive offers and discounts

Every one of our marketing emails has an "unsubscribe" link in the footer of the email - click this, and you will be immediately unsubscribed from any future marketing emails. You can also go to our unsubscribe page here, or contact our team and we will unsubscribe you manually.

Please note; we cannot prevent transactional emails relating to your order (such as the Order Confirmation, or Confirmation of Order Dispatch) from being sent to you as they are necessary for your records.

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s a problem as we communicate shipping notifications, billing errors and order updates via email.

The first thing to do is check your junk/spam* folder. If you find our email in there, click the "not spam"/"add address to safe senders"* button, and that should fix the problem for future. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s white list then mail from the specific sender will be allowed. To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific email provider. These instructions rely on you having received an email, it's just that it went to junk/spam*. If you cannot find any emails from us at all, then it's likely the email address entered is incorrect - if this is the case, please contact our team, asking for the web department, and we will update your email address manually.

Hotmail
  • Open your inbox
  • Click "Options" (at the top right hand corner of the screen) then "More Options" at the bottom of the dropdown list
  • Select "Safe and Blocked senders" then click "Safe Senders"
  • Copy and paste our email address into the box provided and click "add to list"
  • Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
  • Open your inbox
  • On the toolbar click "Actions"
  • Select "Junk E-mail" from the drop down menu
  • Select "Add sender to safe senders list"
  • A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
  • The email address has now been entered into your Outlook contacts list
Yahoo!
  • Open your inbox.
  • Navigate to an email from us and click the "Add" button next to our email address
  • If not there already, copy and paste our email address into the email field and click "Save"
  • A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
  • The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
  • Open your inbox
  • Open the “Tools” menu and click "Options"
  • On the “Preferences” tab under “Email” click “Junk Email”
  • Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
  • In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
  • The email address has now been added to your contacts list.
AOL Mail
  • Open your inbox
  • Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
  • Click “Add contact” to confirm
  • The email address has now been added to your Contacts list
  • Google Mail
  • Open your inbox
  • Navigate to an email from us
  • Click on the "More options" link next to the date
  • Click on "Add sender to Contacts list" in the options list
  • The email address has now been entered into your Gmail contacts list.

We hope that this FAQ has answered any questions you might have

But don't worry if you've not found the question you've got - our team are here to help you.

Contact us by calling 01576 204 963, by emailing sales@farmfituk.com, or by completing the form below.

Contact form

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