Unavoidable delivery delays - Australia AND New Zealand
October 22, 2021 update
Delivery times are completely out of our hands at the moment I'm afraid. We'll do everything we can do get your orders finished quickly, and we'll choose the fastest delivery option for every postcode. BUT we have no control over the time it takes for your parcel to be delivered.
PLEASE do not contact us for delivery information. Requests for delivery updates will not be answered during business hours.
You will receive a tracking email with your order confirmation. This will be updated as your parcel makes it way to you. Couriers are working day and night to deliver parcels. Please be kind and understanding. We are all doing our best. Hitting the HELP button every hour is not going to get your parcel delivered any faster. Please be patient and give the couriers an extra couple of days to deliver your order.
We are way too busy getting orders out the door. Make sure you add the correct email and phone number to your order, so the tracking info reaches you. Check your spam folder if you can't find it in your inbox.
Please read the following letter from our shipping agency -
To our valued customers,
As the COVID situation continues to evolve in Australia, we hope that you are now enjoying more freedoms or will be soon. With Greater Sydney opening up as vaccination rates have passed critical levels, Victoria reopening despite high numbers of COVID cases and Tasmania in a recent snap lockdown, huge demand for deliveries is ongoing.
We have deployed all resources to keep parcels moving as we handle never-before-seen volumes of freight and navigate rapidly shifting Government restrictions. We are still seeing some delays, outlined in detail below, and expect these to resolve as we clear backlogs.
Current delivery delays
COVID-related lockdowns have had the most severe impact on our Sydney depot. As a major hub, many shipments originate or pass through this depot. We’ve got all hands on deck working hard to clear overdue freight. We’ve also been advertising on radio to recruit up to 50 casual drivers to assist during this busy time. Delays of up to 4 - 6 days continue to be experienced in the Western and Southern Sydney corridors.
Delays are easing across the board elsewhere, averaging 1-3 days throughout Greater Sydney (including the Central Coast and Wollongong). There are delays of 3-5 days in Victoria as a result of the current COVID restrictions.
In Dubbo, our delivery partners were heavily impacted by COVID lockdowns and a temporary closure of their depot. They have been working hard to clear the backlog, currently at 5-10 days delayed.
Everyone in our network is continuing to put in a great effort to deliver parcels as quickly and safely as possible.
Depots in lockdown areas
As a COVID safety measure, depots in areas of lockdown are closed to the general public. Visiting a depot can put everyone at risk. It is not included among the authorised reasons to leave home under stay-at-home restrictions.
Please remind your customers not to visit our depots in these areas as we will be unable to help them in person.
Please send early this Christmas
As 2021 enters the final stretch, the festive season and peak sales activity is fast approaching. This year it’s more important than ever to plan ahead and dispatch time-sensitive Christmas deliveries as early as possible.
You’ll soon be receiving important information from us about cut-off dates for sending domestic and international shipments to give them the best chance of arriving by 25 December.
It’s important to note that our Customer Service team members are also feeling the impact of COVID-driven demand as they handle many more calls and service tickets than normal. They greatly appreciate your patience as they respond to everyone as quickly and thoroughly as possible.
In the coming weeks we’ll continue to provide regular service information and operational updates that may affect your deliveries. Please feel free to contact us if you need assistance.
Thanks for your ongoing support. We look forward to delivering for you and your customers this festive season.
Please be assured we are doing everything we can to deliver for you.
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