Frequently Asked Questions (FAQs)
Whether you're placing your first order or you're an existing Drainfast customer, you'll find answers to our most frequently asked questions below.
Can I add a PO number when placing an order online?
Yes. During checkout you can add your own purchase order (PO) number or internal reference. This will appear on your order confirmation and invoice.
I've ordered from Drainfast before and have agreed pricing or a credit account. Can I access these online?
Yes. Once your website account has been linked to your existing Drainfast customer account, you'll be able to:
- View your agreed pricing.
- Place orders using your credit account.
- Access your online order history.
If you haven't linked your account yet, simply follow the on-screen instructions after creating your website account.
We've never ordered from Drainfast before. Can you offer a better price than the prices shown online?
Our website is designed to offer highly competitive pricing for all new customers, particularly on orders up to £3,000.
Prices are displayed on every product page, and your basket will automatically apply additional Bulk Deals discounts as your order value increases.
If you're a trade customer regularly placing orders over £3,000, please contact our sales team. We'll be happy to discuss a bespoke pricing structure based on your annual spend and help you set up a trade account.
Is there a minimum order value?
There is no minimum order value. However, orders under £150 are subject to a £25 small order charge.
How do I open a trade or credit account?
Complete our Request a Trade Account form or contact our sales team.
We'll discuss your requirements, any bespoke pricing based on your expected spend, and whether a credit account is suitable for your business. Many of our trade customers have worked with us for over 15 years and consider us a trusted part of their supply chain.
How quickly will my order be delivered?
Fast delivery is one of the things we're known for.
Most stocked products are available for next working day delivery when ordered before 5:00pm.
You can check live stock availability on each product page and view delivery options for your postcode on our Delivery & Returns page.
If your order is urgent, our customer service team will be happy to confirm availability before you order.
Do you deliver nationwide?
Many of our specialist product ranges, including channel drainage, Frost building drainage, The MuckStopper system and SiteStak systems, are available for nationwide delivery via courier, pallet network or dedicated haulage.
Our core underground drainage range is delivered using our own fleet of Drainfast vehicles, covering most of England and Wales with next working day delivery. Use our Delivery Map and Postcode Checker to see whether your site is within our delivery area.
Can I collect my order from a Drainfast depot?
Yes. You can collect from one of our depots, purchase directly over the trade counter or order online using Click & Collect.
Although collection is available, most customers choose delivery. Our own fleet of tracked vehicles provides a fast, reliable service direct to site, helping keep projects running on schedule.
Can I track my order online?
Not yet. Once you've placed your order, our customer service team checks everything before sending your order confirmation, including your expected delivery date. To get an update on the day of your delivery, call our customer service team.
If there's ever a stock issue or delay, we'll let you know as quickly as possible. Our commitment to clear communication is reflected in one of our core values: Talk Straight.
We're proud to consistently achieve an On Time In Full (OTIF) delivery performance of 98-100%, meaning at least 98% of eligible orders placed before 5:00pm arrive the next working day.
Are your drainage products compliant with UK standards?
Yes. Our Vision Drainage system is fully tested and manufactured to the relevant BS EN standards.
Unlike some other merchants who supply products from multiple drainage manufacturers, Drainfast offers a complete compatible drainage system, giving you confidence in quality, compatibility and long-term performance.
You can find full technical information in our Technical Specification Manual.
Do you offer technical advice before I order?
Absolutely.
Our knowledgeable customer service team can answer many technical questions before you place an order. For more complex enquiries, they'll connect you with our technical specialists to ensure you specify the correct products for your project.
Do you offer a material take-off and estimating service?
Yes.
Our in-house technical team, including dedicated quantity surveyors, provides a fast and accurate material take-off and estimating service.
Simply send us your drawings and we'll prepare a detailed quotation, drainage calculations and product schedule to support your tender or live project.
We also support phased call-offs, allowing you to order materials as your project progresses while ensuring you receive exactly what you need, when you need it.
Can I return products if I order the wrong items?
Yes. Please contact our customer service team to arrange a return.
Products must be returned within 28 days of delivery in a resaleable condition. A minimum 20% restocking charge applies, and additional collection or cleaning charges may apply where necessary.
Please note that special-order and made-to-order products may not be eligible for return.
Do you hold stock, or are products made to order?
The vast majority of our products are held in stock and ready for rapid dispatch. Live stock levels are shown on each product page, so you can quickly see product availability before ordering. We keep over £3.5m worth of stock across our 5 depots.
Some specialist or bespoke products may be made to order or sourced specifically for your project. Where this is the case, our team will always advise you of the expected lead time before your order is processed.
Can I amend or cancel my order after placing it?
If you need to amend or cancel your order, please contact our customer service team as soon as possible.
We'll always do our best to accommodate changes before your order has been picked or dispatched. Once an order has left one of our depots, amendments may no longer be possible and return charges may apply.
How do I know which drainage products I need?
If you're unsure which products are right for your project, we're here to help.
Our experienced customer service team can assist with many product enquiries, and for more technical applications they can put you in touch with our technical specialists. Whether you're installing underground drainage, channel drainage or another drainage system, we'll help you specify the correct products.
Can I send you my site drawings for a quotation?
Yes. Simply send us your drawings and our in-house technical team will prepare a detailed material take-off and quotation.
We'll calculate the quantities required, provide a comprehensive quotation and help ensure you have the right products for your project. Whether you're pricing a tender or ordering for a live site, we're here to make the process as quick and accurate as possible.
Why choose Drainfast?
Drainfast is a specialist drainage supplier focused on delivering the products, service and technical support that groundworks contractors and civil engineers need.
With competitive pricing, large stock holdings, next working day delivery across most of England and Wales, our own fleet of delivery vehicles, knowledgeable technical support and complete compatible drainage systems, we're trusted by thousands of customers to keep their projects moving.
Whether you're placing a single online order or managing a large infrastructure project, we're committed to making drainage supply simple, reliable and hassle-free.
Drainfast 'Explained' Papers
If you need help and advice, we have written these easy-to-understand guides to help you make the best choice for your project.
Our Technical Team
As a Drainfast customer, you will have access to our technical advisors, who will help specify the correct product for your application. We have a wealth of combined industry expertise and know-how, and we’re always willing to share this where possible.
Drainfast give more than just excellent customer service, they’ve got the knowledge and experience that makes them a reliable part of what I do. I know that when I get in touch, I can depend on them to deliver at a great price, and in great time. Drainfast ARE VERY GOOD
- Michael Wehrle, LF Solutions Ltd
Working In Partnership
Case Studies
We have had the honour of working with some of the leading brands in the construction industry, and in most cases, we continue to work together to this day. We're problem solvers. If a challenge frequently arises during groundworks projects, we like nothing better than to develop a practical solution.
7 Miles of Drainage Delivered for McCoy Contractors
McCoy Contractors partnered with Drainfast to deliver 7 miles of drainage for a major distribution centre, using Aquaspira pipes to save time and carbon.
Entex Projects enjoy 5 Years of Reliable Supply from Drainfast
Entex Projects has trusted Drainfast for over five years. This case study looks at why they continue to rely on us - and how our new MetroSewer system is already proving its value on site.
O’Halloran & O’Brien Ltd - A Longstanding Partnership
OHOB and Drainfast have worked together for many years, as well as using our drainage and other core products on their projects they have also been quick to adopt some of our more innovative products like SiteStak and MuckStopper.
