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Order by Tuesday 22nd December 2024 for delivery before 25th December 2024
- For the best chance of delivery before Christmas Day, complete your order (including your Service Agreement, in full) by 11 am on 22nd December 2024.
- Orders for delivery to the Scottish Highlands and Northern Ireland should be completed in full by 11 am on 19th December 2024.
Our planned closures and expected delays to shipping
With the Christmas and New Year holidays in mind, please take note of some changes to our normal hours of operation.
Our main office will be closed for Christmas holidays and New Year’s Day
- Our main office (for orders and general customer service) will be closed on Monday 25th December and reopened on the 30th December. It’ll also be closed on Monday 1st January 2024 for the New Year holidays.
- Completed orders placed between 25th and 30th December 2024 (inclusive) will be delivered between 30th and 30st December 2024, subject to delays felt by Royal Mail which are outside of our control.
- Completed orders placed between 31st December and 2nd January 2024 (inclusive) will be delivered between 3rd January and 6th 2024.
- Please note, this is a different office from where our careline monitoring team are based which remains in operation 24/7.
Our careline monitoring team remains 24/7
Our careline service operates 24 hours a day, 7 days a week, all year round. This doesn’t change on holidays.
| Date | Open/Closed |
|---|---|
| Wednesday 25th December 2023 (Christmas Day) | Closed |
| Thursday 26th December 2023 (Boxing Day) | Closed |
| Friday 27th December 2023 | Closed |
| Saturday 28th December 2023 | Closed |
| Sunday 29th December 2023 | Closed |
| Monday 30th December 2023 | Opened |
| Tuesday 31st December 2023 | Opened |
| Wednesday 1st January 2024 (New Year’s Day) | Closed |
| From here on, our main office returns to normal hours: 9 am to 5 pm Mon-Thurs, 9 am to 4.30 pm on Fridays, and closed on weekends. | |
Other delays out of our control
Royal Mail, our courier, tends to experience slight delays at this busy time of year. With that in mind, some customers may find that it could take an extra day or two for their order to arrive. We ask that customers factor this possibility in when ordering.
Deliveries to the Scottish Highlands and Northern Ireland can take up to 5 working days.
Getting help with your equipment
Our technical support team will be unavailable Monday 25th and will be back on the 30th December. It’ll also be unavailable on Monday 1st January 2024 for the New Year holidays.
Our technical support team opens back up on Tuesday 2nd January 2024 at 9 am and returns to normal operating hours.
Most technical issues have a simple fix which can be found in our user guides, linked below (you should also have a printed copy in the box your equipment came in).
If you’re not having any luck with the troubleshooting guides, please e-mail us at [email protected] and we will get back to you on our return to the office.
Emergency help
First and foremost, if you need emergency help you can still trigger your alarm any time, day or night, and our monitoring team will answer. This doesn’t change when we close our main office.
Our equipment user guides
In the unlikely event that you need technical support with your equipment during this time, please find links to our user guides below. (opens in a new tab)
https://www.telecare24.co.uk/faqs/#user-guides
Frequently Asked Questions
If your question isn’t answered in our user guides, have you checked out our FAQ page?
