Shipping policy

TRM SHIPPING & DELIVERY POLICY

Last updated: 7 October 2026

This Shipping & Delivery Policy explains how TRM Membership equipment, Welcome Packs, replacement equipment and Swap Boxes are dispatched and delivered.

TRM is operated by:

TRM TOOLS LTD
30 Oldway Oaks
Paignton
TQ3 2SP
United Kingdom

Email: hello@jointrm.co.uk

This policy should be read alongside our Terms of Service & Membership Terms and Return & Refund Policy.

1. WHERE WE DELIVER

TRM currently provides membership deliveries to eligible addresses within the United Kingdom.

Membership availability and delivery locations may change as TRM grows.

If we are unable to deliver to your address, we will contact you as soon as reasonably possible.

2. YOUR FIRST TRM DELIVERY

When you join TRM, your onboarding may arrive in separate deliveries.

Your TRM Welcome Pack and Membership Card may arrive first.

Your selected professional tools will then be sourced, checked, prepared and registered by TRM before being dispatched to you.

This allows us to make sure the correct TRM equipment is assigned to your membership before it reaches you.

3. FIRST TOOL DELIVERY TIME

Please allow approximately 5–7 working days for your first TRM tool delivery.

This timeframe begins once your membership and initial payment have been successfully processed and your tool selection has been confirmed.

The 5–7 working day timeframe is an estimate rather than a guaranteed delivery date.

In some cases, your equipment may arrive sooner.

Delivery may occasionally take longer due to supplier availability, courier delays, public holidays, severe weather or other circumstances outside TRM’s reasonable control.

If we become aware of a significant delay affecting your equipment, we will contact you where reasonably possible.

4. TOOL AVAILABILITY

Tool selections are subject to availability.

TRM may source selected equipment after a member joins rather than holding every available model permanently in stock.

A tool may be shown as:

AVAILABLE NOW
Currently available through TRM.

AVAILABLE TO ORDER
TRM expects to be able to source the tool from a supplier, subject to supplier availability.

CURRENTLY UNAVAILABLE
The tool cannot currently be selected.

If a tool you have selected unexpectedly becomes unavailable, TRM will contact you.

Depending on the circumstances, you may be able to:

• select another eligible tool;
• wait for your preferred tool to become available; or
• agree another suitable solution with TRM.

5. PREPARING YOUR EQUIPMENT

Before equipment is dispatched, TRM may:

• verify the model;
• inspect the equipment;
• test it where appropriate;
• record its serial number;
• assign a TRM asset identifier;
• record its condition;
• assign it to your membership; and
• prepare it for delivery.

All professional equipment supplied through a TRM Membership remains the property of TRM TOOLS LTD unless expressly stated otherwise.

6. TRACKING

Where tracking is available, you will receive tracking information when your equipment has been dispatched.

Tracking may be provided by email, SMS, through your customer account or directly by the relevant delivery provider.

Please allow time for tracking information to become active after dispatch.

7. YOUR 120-DAY CYCLE

Your first 120-day tool cycle begins when your initial TRM equipment is confirmed as delivered.

It does not begin simply because you joined TRM or because your first membership payment was taken.

Your monthly membership billing schedule operates separately from your 120-day tool cycle.

8. WELCOME PACK & MEMBERSHIP CARD

Your Welcome Pack and Membership Card may be dispatched separately from your professional equipment.

Receiving your Welcome Pack does not start your 120-day tool cycle.

Your first tool cycle begins when your professional TRM equipment is delivered.

Separate deliveries are normal and do not mean part of your membership is missing.

9. SWAP DELIVERIES

When you become eligible for a tool swap, you may choose to keep your existing eligible setup or request a swap.

Before a swap is approved, TRM may require completion of a Tool Condition Check.

Once approved, you can select eligible replacement equipment.

TRM may use the period before your official swap date to reserve, source, inspect and prepare your next setup.

Replacement tool selections remain subject to availability.

10. SWAP BOX

When your swap window opens and your replacement equipment is ready, TRM may send it to you in a reusable TRM Swap Box.

Your Swap Box may contain:

• your replacement TRM equipment;
• return instructions; and
• prepaid tracked return postage or instructions for accessing it.

The Swap Box is designed to make exchanging your equipment as simple as possible.

Receive. Swap. Return.

11. RETURNING YOUR PREVIOUS EQUIPMENT

Once your replacement equipment arrives, remove your new equipment and securely place the outgoing TRM equipment into the Swap Box.

Unless TRM tells you otherwise, outgoing equipment must be handed to the specified return carrier within 5 calendar days of receiving your replacement equipment.

Please follow the return instructions provided and retain proof of postage until TRM confirms receipt.

Failure to return outgoing equipment may result in action being taken under the TRM Terms of Service & Membership Terms.

12. PREPAID RETURN POSTAGE

Where TRM provides prepaid tracked return postage, you will not normally need to purchase separate postage for that authorised return.

Depending on the return method, TRM may provide:

• a printed return label;
• a digital label;
• a QR code; or
• another prepaid tracked return method.

The prepaid return service must only be used for the TRM equipment and return for which it was provided.

If your return label or QR code is missing, expired or cannot be used, contact hello@jointrm.co.uk before arranging alternative postage.

13. SHIPPING COSTS

Standard delivery associated with your TRM Membership will be shown during the joining or checkout process where applicable.

Where TRM states that delivery or an authorised equipment return is included within your membership, no separate standard shipping charge will be payable for that shipment.

Additional charges may apply where additional shipping costs are reasonably incurred because of circumstances caused by the member, where permitted under the Membership Terms and applicable law.

Any applicable charge will be communicated where appropriate.

14. CHECK YOUR DELIVERY ADDRESS

Members are responsible for providing a complete and accurate delivery address.

Before joining or requesting a delivery, please check your:

• full name;
• building number/name;
• street;
• town/city;
• postcode; and
• contact information.

If you notice an error after placing an order or requesting a shipment, contact hello@jointrm.co.uk as soon as possible.

We cannot guarantee that an address can be changed after equipment has been dispatched.

15. CHANGING ADDRESS

If you move during your TRM Membership, you must update your details before your next TRM shipment.

Because TRM sends valuable equipment that remains the property of TRM TOOLS LTD, we may carry out reasonable verification before dispatching equipment to a substantially different address.

Do not rely solely on redirecting a parcel containing TRM equipment to a new address.

16. MISSED DELIVERIES

If delivery cannot be completed, the carrier may:

• attempt delivery again;
• leave instructions;
• offer collection from a local location; or
• return the parcel to TRM.

Please follow the tracking information provided by the carrier.

If a shipment is returned to TRM because delivery could not be completed, contact us so we can arrange the appropriate next step.

17. LOST OR MISSING DELIVERIES

If tracking shows that your equipment has not arrived within the expected timeframe, contact us at:

hello@jointrm.co.uk

Please include your full name and membership details.

We may investigate the shipment with the relevant delivery provider before issuing replacement equipment.

Where appropriate, we may require reasonable information from you to assist with the investigation.

18. TRACKING SHOWS DELIVERED BUT YOU CANNOT FIND THE PARCEL

If tracking shows your parcel as delivered but you cannot locate it, please:

• check the delivery location shown by the carrier;
• check any safe place identified by the carrier;
• check with other members of your household or business; and
• contact TRM promptly if the parcel still cannot be located.

Because TRM equipment remains our property, we may investigate the delivery with the carrier before deciding the appropriate next step.

19. DAMAGED PARCELS

If your parcel arrives visibly damaged, please photograph the external packaging before opening it where reasonably possible.

If the equipment inside appears damaged, contact TRM as soon as possible and provide photographs or video where requested.

Do not dispose of the packaging or equipment until TRM has advised you what to do.

20. INCORRECT EQUIPMENT

If you receive equipment that does not match the equipment assigned to your membership, contact TRM as soon as possible.

Please do not sell, dispose of, modify or send the equipment elsewhere.

We will arrange the appropriate return or replacement.

21. DELIVERY DELAYS

We will take reasonable steps to dispatch equipment within the estimated timeframe.

However, some delays may be outside our reasonable control.

These can include:

• supplier delays;
• stock shortages;
• courier disruption;
• severe weather;
• public holidays;
• transport disruption; or
• other exceptional circumstances.

We will work with you to resolve material delivery issues.

Nothing in this policy limits any statutory rights you may have under applicable UK consumer law.

22. CANCELLATION WHILE EQUIPMENT IS IN TRANSIT

If your membership is lawfully cancelled while TRM equipment is already in transit, you must follow the return instructions provided by TRM.

Cancelling a membership does not give you ownership of equipment that has already been dispatched.

All TRM-owned equipment must be returned where required.

23. MEMBERSHIP ENDING

When your TRM Membership ends, all TRM-owned equipment in your possession must be returned.

TRM will provide the appropriate return instructions.

Unless TRM confirms otherwise, equipment must be handed to the specified return carrier within 5 calendar days of receiving the relevant return instructions or return materials.

Your Welcome Pack and Membership Card do not normally need to be returned unless TRM specifically asks you to do so.

24. CONTACT TRM

For questions relating to delivery, tracking, missing parcels, returns or Swap Boxes, contact:

TRM / TRM TOOLS LTD
Email: hello@jointrm.co.uk
Postal address: 30 Oldway Oaks, Paignton, TQ3 2SP, United Kingdom

When contacting us about a delivery, please include your full name and membership details so we can locate your shipment as quickly as possible.

JOIN. RECEIVE. USE. KEEP OR SWAP. RETURN. REPEAT.

TRIM. REPLACE. MAINTAIN.

TRM