We know a lot of our customers have been writing in to get a status update of their placed order, Rest assured we are doing everything we can legally to get these orders to you asap. We are complying with non essential service directions which means our customer support team and packing teams have both been adversely effected. Currently we do not have an active customer support team as they have been redirected to packing at different facilities across the state of NSW in order to comply with social distancing requirements.
As the effects of this virus become clearer we can also confirm that Australia post has suspended their express post service nationwide and can no longer promise next day deliveries as they are experiencing a huge surge of demand while staff levels have collapsed. We have had no choice but to divert all orders to our Sendle partners until that suspension is lifted. This will dramatically effect our shipping pricing however we will not be stopping our free delivery service and will be absorbing the cost until things eventually die down (we hope).
We are also experiencing a dramatically slow importation of our goods at present as customs and border control for south asian countries have been ramped up and they are checking and delaying nearly every order that we have currently. This means our colour restocking has slowed quite drastically and has had and will have a material impact on processing times for your orders. We understand this is frustrating but we ask to please bear with us as we try to streamline and adjust to this new normal until things get back to normal. Currently orders that have been effected have been from mid march to end of April and this will also apply to all orders moving forward until further notice.
The Freshtone Team