COVID-19 Update: Scenting & Shipping
Dear Kiddos, Crinklebutts & Friends,
A little update on our operations as the Coronavirus (COVID-19) situation continues to develop and impact how we are operating.
We are no longer allowing any external visitors to any of our US locations. We thought long and hard about this and have decided it’s better to not encourage any non-essential travel at this time.
We will be temporarily suspending our scenting service. Our custom BabyFresh scent is diluted in an alcohol solution in our warehouse, and that alcohol solution is difficult to source at this moment due to demand in the medical community. The materials used to make this are also used to make hand sanitizer and other medical grade products which right now is a far better use of those materials. As each market runs out of its current batch of scent we will be turning that option off for the time being.
Any of our staff who are able to work from home are now doing so - cutting down on non-essential travel and keeping our team as safe as possible.
Staff that are continuing to work in our warehouse locations are working on separate shifts with divided duties to ensure appropriate levels of social distancing.
All of our previous measures such as increased hand washing, work station sanitization, and glove use continue to ensure that we are keeping our customers as well as our team safe.
We are suspending our same day cut off for our ABU Flat Rate Economy Shipping option. Whilst most parcels are leaving as normal, on busy days, due to the steps taken above to maintain social distancing, economy shipped parcels might not leave the same day. This does not apply to priority named services which will ship as normal. We have also begun to see minor delays with our carriers who, due to maintaining social distancing measures similar to our own, are beginning to experience an additional delay of about a day.
Note: Packaging will continue to remain discreet and will not be identified as “medical supplies” on the outside of the parcel unless specifically requested by the customer in the order notes.
Finally, for anyone that has reached out regarding our Key Worker Appreciation, the Customer Service team is working hard to reply to you as quick as the can and we will get back to everyone. We were overwhelmed with sheer volume of people that responded to our initial postings on Telegram and Twitter. Thank you for your patience.
As always, please be looking after yourselves and those around you. Remember to reach out to those more vulnerable surrounding you, but also to the friend(s) you’ve not spoken to for a while. Our community is strong, supportive, and generally awesome. We WILL get through this together.
Keep washing those paws and looking after each other.
Head of customer relations