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.
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.
To our valued customers,
As your delivery partner, our number one priority is always providing you with the highest quality of service. At this extraordinary moment, we’re doing everything possible to keep deliveries on track.
There have been and will be some unavoidable delays. I sincerely apologise for the inconvenience this causes you and your business and thank you for your understanding.
Across the board, the logistics and delivery industry has never faced this situation before. In comments reported by AFR this week, Australia Post’s acting chief executive Rodney Boys warned that lockdowns, border restrictions, up to 500 staff in isolation and reported COVID cases are putting enormous pressure on supply chains and the transport of goods. Coupled with the exponential growth of online shopping and the resulting demand for deliveries, this is a challenge by any definition.
In an unprecedented move, Australia Post has announced they will suspend collecting parcels for 3 days from 7am Saturday, September 4, 2021 in NSW, ACT and VIC in order to catch up on their backlog. This is an indication of how much stress the industry is facing to keep up with demand while managing delivery in a safe way with the added pressure of staff in isolation.
We are faced with similar challenges as we move an enormous amount of freight while dealing with border closures, lockdowns and widespread COVID testing. We are complying with all state and federal health orders to keep our doors open. The safety of our customers, our staff and our couriers is paramount.
This hasn’t been easy. Our Regional Franchisees and Franchise Support Office team are committed to doing everything humanly possible to deliver for you now and in the future.
This is the plan we have actioned:
1. We have added additional resources to the Sydney depot team where the impact from COVID-related lockdowns is greatest, and where many shipments originate or pass through. Managers from our Franchise Support Office have been redeployed to support the timely and orderly processing of freight.
2. We are working very closely with state and federal health departments to ensure our COVID-safe plans are functional and compliant. I am sure this has been the major reason why we have been able to remain operational, unlike many other courier and freight providers.
3. We are splitting shifts in our larger depots to maintain separate teams. This is a safeguard to ensure that if one of our couriers or team members have to self-isolate, we can remain open.
4. We have a robust COVID-safe plan in every Regional Franchise. This includes regular and deep cleaning of the facility, mandatory face masks and social distancing. We are also conducting rapid antigen testing in the larger depots to minimise any risk of infection.
5. We are providing you with a weekly Customer Communication email to keep you as informed and up-to-date as possible.
6. We have added messaging to our Track & Trace and Zendesk auto-responders to keep receivers informed of delays and we have added a manual scan and tracking email after pick-up to advise all receivers of anticipated delays.
Please be assured we are doing everything we can to deliver for you.
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