This is an important update to all our customers in relation to the current delays with shipping - 23rd August 2021
Our dedicated team at Candle Supply have been working extremely hard throughout this latest COVID lockdown in Sydney, to look after our customers and get their orders out on time. Despite all the disruptions, difficulties with staffing and government restrictions, we have managed to stay on top of our processing times, with orders taking no more than 3 days to process following the weekend and orders mostly ready to ship the next day later in the week.
Unfortunately, the same can’t be said for Australia Post and other Couriers, who are all experiencing unprecedented volumes, some volumes many times that of Christmas 2020, which has really caught all couriers totally off guard.
Our dedicated staff continue to support our customers in following up with couriers for missing parcels, however we need your help and patience by first using the tracking tools provided by the respective couriers, as they continue to advise us that the tracking information they provide is as accurate as possible and the best way of tracking the progress of your shipments. We ask you all to please understand that our team is also being affected with these restrictions and are being stretched given the sudden influx of calls related to shipping status and delays.
We apologise for the delay in getting this update out, however until recently, Australia Post and other couriers have not been very forthcoming with updates on the extent of the delays (see below update from Australia Post in relation to our communication to customers)
We also want to let customers know that today we began to spread this load by adding Couriers Please to our dedicated daily courier pickup and going forward we will be utilising them within their network where it makes sense, which we believe will lessen the load on the other couriers to get more deliveries completed on time. We will of course be monitoring their delivery times and quality and will be working closely with Couriers Please to ensure this is a positive addition to our Courier network for our customers
I want to take this opportunity to thank you all for your business and support throughout these difficult times and reassure all our customers that we are here to support you all, whether it be for personal or business
Recent Australia Post Update:
Keeping customers updated on deliveries during COVID-19 restrictions
With extended COVID-19 restrictions across many parts of Australia, we're seeing an increase in online shopping similar to volumes experienced in the lead up to Christmas 2020. Delivery delays may occur while our operations remain affected by restrictions and limited air freight capacity.
The purpose of this email is to share some information about how we're keeping your customers updated on their parcel deliveries, and what you can do to help.
The best way to track parcels
The estimated delivery dates we provide to your customers through our tracking service remain accurate and are regularly updated. Please make sure to capture your customers' email and mobile data so that we can send them tracking notifications and updates about their parcels.
Our mobile app remains the best way for customers to track and manage deliveries. We've put together this practical guide to help you encourage customers to use the app.
If you haven't already, we also recommend that you include the following message in your checkout process:
Due to extended COVID-19 restrictions and high parcel volumes, customers may experience delivery delays. Our delivery partner Australia Post is working hard to ensure you receive your items as quickly as possible.
We're here to support you and your customers
We're taking every opportunity we can to reassure customers that deliveries are ongoing and that we've put in place rigorous COVID-19 health and safety measures to help keep them safe. Our website is updated as circumstances evolve.
We know these remain challenging times and thank you for your ongoing support.
All of us at Australia Post