Servicing
TF Tuned operates a booking system for all service jobs. Simply put, the day you book (barring any exceptional problems with your suspension) is the day it usually gets done. For the majority of UK mainland customers that means on average a four-day turnaround from you taking it off the bike to receiving the completed job back - this happens in approximately 90% of cases. You can send your suspension in advance of the booked date but it will not be worked on before your selected date. If you've used us before, you'll know the system so you can book now. For new customers here's how it works.
Booking a Service
Using our online system is the fastest most accurate way to book your service. You can take all the time you need and once you hit ‘Send' that information goes direct to the technician who will work on your fork or shock.
We do not take any money at time of booking, but will call you for payment once your service is complete.
Any chargeable extra work on top of the service booked will not be started without prior agreement. A technician will always call you to discuss this so please make sure you give us a daytime telephone number where you can be contacted.
You can also book in over the phone. Please call us on 01373 826800 (9.30am-5pm, Mon-Fri). If you book over the phone then please ensure that you complete the TELEPHONE BOOKING FORM and enclose this form in the box when you send your suspension.
Getting Your Timing Right/ Shipping
When you book your service make sure you allow enough time to get your fork or shock to us. In order to maximise the probability of us completing your service on the booked date it will need to be with us one working day before your scheduled booking date. You can use our collection service for forks and shocks (if you are sending multiple items or sharing carriage with a friend this is a very economical option). Please note that we cannot guarantee your service will get completed on the booked day and returned in our quoted 1-2 days, as the real world intervenes on some jobs!
If you are just sending your rear shock then you may find it cheaper to send it yourself. We recommend using a parcel quotation service such as Interparcel or Parcel2Go for the best quote, taking careful account of their restricted products clauses. We no longer recommend Royal Mail as a carrier for suspension following several cases involving individuals having their suspension seized and destroyed for contravening Royal Mail's prohibited goods clauses. Please note we send all suspension using couriers (DPD Local / DHL).
Collection
At a cost of £14 (added to your final bill) we can collect your fork (or shock) from you up to two working days before your service is booked - please note that the couriers only pick up and deliver on working days (not weekends). This reduces the total service time and is often cheaper than alternative delivery methods. Request a collection when you book online and we can pick up from home or business addresses. All we ask is that the parcel be available between 9.00am-5.30pm and easily accessible by the driver of our carrier (DPD Local) You may give instructions such as ‘collect from reception' or, at your own risk, leave them in a nominated place such as a porch or shed at your home. It's a smart and timely system - but if your suspension isn't ready or DPD can't find your parcel then there is a £13 failed collection charge that will be added to your final bill.
** Please note that collections can only be booked from UK Mainland addresses, sadly this does exclude the Isle of Wight too.! For Highland and Islands +AB31-35/AB41-54 postcodes you need to allow two days for collection.**
International and EU Customers
We do not accept online service bookings from EU and international customers- sorry! Call us on +44 1373 826800 if you have a servicing query.
Please make sure that you clean your suspension removing all traces of mud and dirt before sending it to us. If there are any marks or scratches on your suspension please make a note on your booking form so that we can inspect and advise you accordingly. If your suspension is in pristine condition with no marks or scratches at all that you are aware of then please do also note this on your booking. You may also wish to photograph the condition of your suspension for your own records – we would recommend this practice for any suspension item sent using postal and courier services. Please note that any existing marks or scratches on your suspension will be more evident when it’s been returned to you freshly cleaned. This may mean that you notice imperfections that weren’t previously visible due to the condition of the suspension prior to servicing.
You are responsible fo ensuring that your fork, shock, or seatpost are adequately packed to prevent damage. Please read the instructions below carefully!
TF Tuned and our couriers accept no responsiblity or liability whatsoever for suspension that is damaged or lost in transit due to poor, inappropriate or inadequate packing.
If you don't have a fork or shock box then please use some cushioning such as bubble wrap, with cardboard on the outside. Customising supermarket boxes is fine, but please don't mummify fork legs with packing tape ...
Please only use cardboard/ box materials for your packing. Do not use plastic, fabrics or bubble wrap as an external cover as loose materials can get caught in the moving parts of conveyors/ transportation machinery and courier labels do not adhere correctly. Do not, under any circumstances use plastic boxes or build a box out of wood ...
Please note - if you are using our DPD courier collection service then your suspension must be packed inside a rigid cardboard box that is rectangular or square. Please do not pack shocks in cylinders (they roll off conveyor belts). The maximum acceptable box dimensions are 100cm x 70cm x 60cm.
In summary:
- your package must have a cardboard outer/ do not use any type of plastic/ fabric material or any form of plastic/ solid wood as the outer wrapping.
- your box cannot exceed 100cm x 70cm x 60cm
- your package must be square or retangular, do not use cylinders or tubes
Any package that that doesn't meet these criteria will be subject to an additional £30 handling charge levied by DPD that will be added to your final invoice
Please follow our packing instruction carefully to avoid any additional costs!
Delivery
We use DPD Local next-day delivery for most UK addresses - Highlands and off-shore islands vary, as do overseas destinations. Please make sure there will be someone in to sign for it or, at your own risk, give clear instructions (e.g. try a neighbour, leave in shed) or, if you prefer, we can deliver back to a work address.