Delivery Information

All large items from DBX Mobility — including power wheelchairs and mobility scooters — are delivered as a pallet shipment through the Palletline network, one of the UK's most trusted freight carriers. This page explains what to expect so your delivery goes smoothly.

Before your delivery arrives

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You'll receive a dispatch email

When your order is dispatched, you'll receive a shipping confirmation email with a Track Your Delivery link. This takes you directly to your live tracking page — no reference numbers to copy or paste.

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The driver will call ahead

The driver will aim to call you approximately 30 minutes before arrival. This isn't always possible on every route, but drivers aim to do so where they can. Please make sure your delivery contact number is correct on your order.

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Someone must be present

Pallet deliveries require a signature and cannot be left unattended. Once the driver arrives, there is a 15-minute window to accept the delivery. Please ensure someone will be home on the day.

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Delivery is kerbside

Our standard delivery service is kerbside only — the driver will bring your item to the nearest accessible kerbside point at your address. They are not able to bring it indoors or up stairs. Please make suitable arrangements to move it inside once delivered.

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Check your item on arrival

Once delivered, inspect your item for any signs of damage. If anything looks wrong, take photographs straight away and send them to us at info@dbxmobility.uk and we will sort it out for you.

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Delivery days and timings

Deliveries take place Monday to Friday, 9am–5pm. We are unable to provide a specific time slot beyond the estimated delivery date shown in your tracking link. If you need to rearrange your delivery date, contact us as early as possible.

How to track your order

When your order is dispatched, your shipping confirmation email will contain a gold Track Your Delivery button. Clicking this takes you directly to a live tracking page showing every scan your pallet has gone through on its journey — from collection at our workshop through to out for delivery and delivered.

You can also track at any time by visiting palletonline.co.uk/track and entering your delivery reference number (shown in your dispatch email).

Common questions

What if I'm not home when the driver arrives?

If nobody is available within the 15-minute window, the driver will return the pallet to the local depot. Please contact us as soon as possible at info@dbxmobility.uk or on 0330 133 9468 and we will help arrange a new delivery date.

Can I change my delivery date?

Yes — if you need to change the delivery date, please contact us at info@dbxmobility.uk or call us on 0330 133 9468 as soon as possible. Changes are easiest to make before your order has entered the delivery network.

What does kerbside delivery mean exactly?

Kerbside delivery means the driver will deliver to the nearest accessible point at the kerbside of your property — typically the front of your house or end of your driveway. They are not able to carry the item through a gate, up steps, or into your property. If you have specific access requirements, please contact us in advance and we will do our best to accommodate.

My item arrived damaged — what should I do?

Take photographs of the damage straight away and send them to us at info@dbxmobility.uk. We will be in touch promptly to arrange a resolution.

How long does delivery take?

Most UK mainland orders are delivered within 1–2 working days of dispatch. Your estimated delivery date will be shown in your tracking link once your order has been collected. Remote areas of Scotland and some postcode areas may take slightly longer.