APC delivery delayed?
Our tortillas are fresh and perishable, so if your delivery has not arrived when expected, it is important to act quickly. Follow the steps below to give APC the best chance of getting your parcel to you before freshness is affected.
Do these 3 things now
If your parcel is delayed, please do not wait until the following day before taking action.
Check your tracking
Check the latest status using your APC consignment number and delivery postcode.
Your consignment number can normally be found in your APC delivery notification or dispatch information.
Contact APC before 5pm
If your delivery has not arrived as expected, contact APC before 5pm on the expected delivery day.
Have your consignment number and delivery postcode ready.
Try these options in this order:
1. Your local APC delivery depot
This is the depot responsible for delivering your parcel
and should always be your first point of contact.
2. Priority Express – Bristol sending depot
If you cannot resolve the delay with your local depot,
contact the Bristol depot that originally sent your parcel.
3. APC national number
If you have been unable to get help from either depot,
try APC's national number as a last resort.
Ask them to prioritise it
Once you've contacted APC, tell them that the parcel contains fresh, perishable food and that further delay may affect the product.
If they cannot deliver that day, ask them to arrange the earliest and most urgent available delivery for the following day.
Ask them to log the delay against your consignment so there is a record of your contact.
“My parcel contains fresh perishable food and was due for delivery today. Please log the delay against my consignment. If it cannot still be delivered today, please arrange the earliest and most urgent available delivery for tomorrow.”
Bought the Fresh Delivery Guarantee?
You must follow the steps above in order to qualify under the guarantee if your tortillas are later affected by the delay.
Please keep a record of when you contacted APC and, where possible, save any tracking screenshots, emails or other information they provide.
Fresh Delivery Guarantee
Why we introduced it
MASA Tortillas are a fresh, perishable product. Unfortunately, courier compensation does not generally cover the value of perishable goods if a delivery is delayed and the product subsequently spoils.
Historically, this has meant that when a courier delay occurs, the financial responsibility has effectively fallen either on us or on the customer, even though the delay itself may be outside both parties' control.
We introduced the Fresh Delivery Guarantee to provide a fairer way of sharing that risk.
For a small optional charge of £3.50 per eligible wholesale order, we can absorb the cost of replacing affected tortillas or providing account credit where a qualifying courier delay causes premature spoilage.
What the guarantee provides
If all of the following conditions are met:
- You purchased the Fresh Delivery Guarantee with the affected order.
- APC failed to deliver within the delivery service selected at checkout.
- You followed the delayed-delivery procedure at the top of this page.
- You took reasonable steps to prevent further delay.
- APC nevertheless failed to deliver the parcel promptly.
- The courier delay directly caused some or all of the tortillas to spoil or become unusable before their stated best-before date.
We will provide either:
- Replacement of the affected tortillas at no additional charge
- Account credit equal to the value of the affected tortillas
The remedy provided will be at MASA Tortillas' discretion.
To qualify, you must
- Contact APC before 5pm on the expected delivery day.
- Provide your consignment number.
- Tell APC that the parcel contains fresh, perishable food.
- Report the delay.
- Ask for the earliest and most urgent available delivery if delivery cannot still be completed that day.
- Store the tortillas correctly once they arrive.
- Contact MASA before the affected products' best-before date.
The guarantee does not cover
- Deliveries completed within the selected delivery service or delivery window.
- Cases where the delayed-delivery procedure was not followed.
- Incorrect or incomplete delivery information supplied by the customer.
- Failed delivery caused by circumstances at the delivery address.
- Delivery deliberately rescheduled by the recipient.
- Incorrect storage after delivery.
- Deterioration caused by something other than the qualifying courier delay.
- Orders where the Fresh Delivery Guarantee was not purchased.
If your tortillas have been affected
Please contact us before the best-before date shown on the affected tortillas.
We may ask for:
- Photographs of the affected tortillas
- Photographs of the packaging
- Batch or best-before information
- APC tracking information
- Evidence that APC was contacted on the expected delivery day
Important information
The guarantee covers the affected tortillas only.
It does not cover loss of sales, loss of profit, wasted labour, menu substitutions, business interruption or other indirect or consequential losses.
The Fresh Delivery Guarantee does not provide a cash refund. MASA Tortillas will provide replacement goods or account credit at its discretion.
The guarantee applies only to the individual order for which it was purchased and cannot be added after the order has been dispatched.
This guarantee is provided by The Little Tortilleria Ltd trading as MASA Tortillas. Nothing in these terms excludes or limits any rights or remedies that cannot legally be excluded or limited.