Coronavirus update - Yes, we're operational

 

  • Why is my order still processing:
    • We are currently experiencing unprecedented volumes of orders and requests, our warehouse is working as quickly as possible to process and dispatch orders. If you order is showing as "To Be Dispatched" it will be shipped as soon as possible and it is unlikely we will be able to provide any specific dispatch time at this stage.

 

  • When will you be getting the item I want back in stock:
    • Unfortunately due to the ongoing global situation we do not have definitive timeframes for items marked as "Sold Out" to be coming back into stock. As soon as we have any information on stock availability this will be updated on our website.

 

  • Why am I unable to reach you via the phone:
    • We are currently experiencing unprecedented volumes of calls and our team are doing their best to answer as many calls as possible. Please be patient as we continue to work through this unfolding situation.

 

  • My delivery is late or has not come as soon as I expected:
    • Due to the stresses put on logistics services at this time we are seeing delivery timeframes start to extend for some areas. Please keep this in mind when checking the status of your delivery.

 

  • I have a question about my delivery:
    • Our delivery partners in AusPost and Star Track are keeping their websites up to date with any changes or special processes temporarily in place. You can find these here for AusPost: https://auspost.com.au/about-us/news-media/important-updates/coronavirus and here for Star Track: https://startrack.com.au/alerts these measures currently include the following:
       
      • To minimise the risk of contracting or spreading coronavirus, all parcels be it at a post office or at a residence, will no longer require a signature for delivery or collection.
      • In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, our staff member will ask and record the customers name and sign on their behalf
      • The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter
      • If no one at the premises, the courier will still leave a card as per normal
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