Delivery & Installation FAQ's
If you have any questions after watching the pre-delivery videos, reading the FAQ’s or downloading the PDF, we’re here to support you every step of the way. Book a callback using the form at the bottom of this page, email B2B.OBT@frozenbrothers.com,or simply call 0208 578 5785 to chat with your Friendly Equipment Management Team at Frozen Brothers
WHAT SPECIAL SPACE OR POWER OR WATER SUPPLY REQUIREMENTS ARE THERE?
Our frozen carbonated brands Tango Ice Blast, Fanta Frozen, Frozen Coke are installed on our exclusive IceStation 2
We’ve created a set of helpful video guides to give you all the information you need to prepare for delivery and installation of your IceStation
You can find these helpful videos on our YouTube channel under the pre-delivery search query and you can click here to access them.
Plus you can download a helpful PDF guide here – it covers IceStations, Split Systems, and CO2
WHAT ABOUT SLUSHY JACKS AND ROBINSONS FRUIT ICE?
Our manual fill brands, Slushy Jacks and Robinsons Fruit Ice, use countertop plug & pour Power Units
They also have a set of helpful video guides on our YouTube channel under the pre-delivery search query and you can click here to access them.
If you have ordered an auto-fill Slushy Jacks or Robinsons Fruit Ice installation, please book a callback using the form at the bottom of this page, or emailing B2B.OBT@frozenbrothers.com, or calling 0208 578 5785 and ask for the Equipment Management Team.
DO YOU DELIVER UP STEPS?
We do, but our drivers will have the final say on whether a delivery is possible.
If there are any parking or access challenges (such as narrow doorways), or if there any steps at the delivery access to your site, or any steps from the delivery access to the installation point in your store, you must contact us by booking a callback using the form at the bottom of this page, or emailing B2B.OBT@frozenbrothers.com, or calling 0208 578 5785 and ask for the Equipment Management Team.
MY SITE WILL NEED AN ACCESS PERMIT OR RAMS REPORT FOR THE DELIVERY AND INSTALLATION TO TAKE PLACE, WHAT SHOULD I DO?
For us to complete a successful delivery and installation, we need you to play your part, especially if there are special requirements such as site permits or RAMS reports.
You must give us as much notice as possible of these requirements by scheduling a callback using the form at the bottom of this page, or emailing B2B.OBT@frozenbrothers.com, or calling 0208 578 5785 and ask for the Equipment Management Team.
If the delivery or installation cannot be completed on the day, charges may apply.
MY SITE IS IN A SHOPPING CENTRE AND THE DELIVERY AND INSTALLATION MUST TAKE PLACE OUTSIDE CENTRE HOURS, WHAT SHOULD I DO?
Our standard delivery and installation hours are 8am ‘til 5pm, 7 days/week
For us to complete a successful delivery and installation outside standard hours, we need you to play your part. You must give us as much notice as possible of these requirements by scheduling a callback using the form at the bottom of this page, or emailing B2B.OBT@frozenbrothers.com, or calling 0208 578 5785 and ask for the Equipment Management Team.
If the delivery or installation cannot be completed on the day, charges may apply.
DO I NEED TO BE IN FOR THE DELIVERY AND INSTALLATION?
Yes. You’ll need an authorised representative present at your Site to sign an Order Completion if required, or to obtain any advice or training that the install team provides.
WHAT IF I NEED TO CHANGE THE DELIVERY & INSTALLATION DATE?
If you need to make changes to your Delivery & Installation date, you can rebook upto 72 hours before the date
If you make any changes less than 72 hours before the date, or if the delivery or installation cannot be completed on the day, charges may apply.
You can rebook your delivery and installation by scheduling a callback using the form at the bottom of this page, or emailing B2B.OBT@frozenbrothers.com, or calling 0208 578 5785 and ask for the Equipment Management Team
If we need to make any changes to the date, we will promptly notify you via email.
WHAT HAPPENS ON THE DAY?
Before time slotting your delivery we’ll send you a delivery & installation confirmation link by email.
This is final clearance to make sure we have all done our parts to ensure a smooth and successful delivery and installation
Our standard delivery and installation hours are 8am ‘til 5pm, 7 days/week and on the morning of your delivery day, we’ll email and text you with an ETA and a link to track your driver. As the driver gets closer, your ETA will be updated but with other deliveries and traffic, your delivery time might be affected.
On arrival, the team will check in with you and confirm access details, your site preparations, and that you have syrup (and CO2 for our carbonated brands) onsite to complete and test your installation.
If everything is in order, they'll unpack, install, start-up, and test your equipment. Post-installation, the team will give you an orientation on your new equipment, then clean-up, pack-up, and leave everything clean and tidy, all part of the service.
Following completion, you'll receive an email seeking your valuable feedback on the overall experience.
WHAT HAPPENS IF MY DELIVERY OR INSTALL FAILS?
Charges may apply if the delivery or installation cannot be completed on the day due to items that are your responsibility, including:
· your pre-delivery requirements
· informing us of any parking or access challenges
o such as narrow doorways or steps, permits, or restricted access times
· not having syrup (or CO2 for our carbonated brands) to complete and test your installation.
You can find helpful pre-delivery videos on our YouTube channel under the pre-delivery search query and you can click here to access them.
Plus you can download a helpful PDF guide here
You can rebook your order by scheduling a callback using the form below, or emailing B2B.OBT@frozenbrothers.com, or calling 0208 578 5785 and ask for the Equipment Management Team.