COVID-19
Updated 2200 17 10 21 – We're currently being asked to limit freight entering the network, particularly to Auckland with limits being placed on pick ups for Auckland customers. Please bear with us as this means your order may take an extra day to be collected – for New Zealand Post Courier you will get a shipping confirmation when the courier scans your parcel, rather than when we pack it. For our long-time customers this is a recent change you may have noticed and improves transparency around delays. Currently New Zealand Couriers updates will still be sent when we pack your order.
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Updated 2030 29 08 21 – We've had confirmation from couriers that at this stage parcels will be able to travel into Auckland, despite the extended period of Level 4 there. We will therefore ship accordingly.
More details on shipping coming in the next couple of days so stay tuned!
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Updated 1530 27 08 21 – With today's announcement that from 11:59pm on Tuesday 31 August that New Zealand south of Auckland will be in Level 3, we will begin shipping again!
We will update closer to the time with further guidance from New Zealand Post and New Zealand Couriers on their procedures. Our procedures will look like:
- Contactless pick-ups from our couriers
- Customer pick-ups in Wellington will be suspended
- Shipments to Business addresses will be held until lower alert levels, and we will contact you for an alternative address
- To protect our couriers in Auckland we are considering further delays to Auckland bound freight – we will update this closer to the time also.
Stay safe, scan in, and if you have any questions please don't hesitate to reach out.
René
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Updated 1200 21 08 21 – In the spirit of Level 4 and the extension announced on Friday we are unable to ship as usual. The safety of our customers, suppliers, and couriers is our utmost concern and so we are staying cautious.
As soon as we reach Level 3, *fingers crossed for Tuesday's announcement* we will resume shipping as normal.
For already shipped items we've been advised that there may be ongoing delays with delivery so please be patient.
We're sorry for any inconvenience, stay safe and we will be here on the other side.
René
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Updated 1800 26/05/20 – Due to a high number of orders due to delayed inventory being restocked current shipping times are 2-3 business delays. If an order is a gift or needed urgently please leave us a note at checkout.
International shipping is currently experiencing a number of delays with DHL Express to Australia taking up to 1-2 weeks, with tracked courier taking longer. We are also seeing a number of orders not having tracking scans as they move through the network.
Domestically shipping is currently experiencing smaller delays with overnight orders often taking 2-3 nights to arrive. We are also seeing a number of orders not having tracking scans as they move through the network.
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UPDATED 1800 07/05/20 – Orders are shipping normally and while we are facing challenges securing enough packaging materials and shipping materials we currently are not facing substantial issues caused by these.
Our Courier partners are however experience large delays and often issues maintaining tracking. Overnight services are more often than not taking 3-5 business days. Please be patient as they are working through large volumes with reduced staff, both New Zealand Couriers and New Zealand Post (CourierPost) have sent similar emails informing us of delays and the text below is from New Zealand Post.
As we move into Alert Level 3, we are expecting parcel volumes to increase significantly. We’re used to managing highs and lows through our delivery network, but Covid-19 is a challenge like we have never seen before. We are doing everything we can to prepare for this by running extra shifts, using our mail facilities to process parcels and bringing on additional couriers. Even with all of this in place there may still be some delays. Thanks for your ongoing patience and kindness to our Couriers and Posties as we do everything we can to keep you and NZ connected.
We really appreciate your support and patience as we move through these unprecedented times – Stay safe, René.
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UPDATED 1300 29/04/20 – We began shipping yesterday once the lockdown level lifted and have are blown away and humbled by the response and support from everyone at this time. We are getting orders out as fast as we are able but are running a couple of days behind so please be patient, we are getting through them. We have also been inundated with messages of support and product questions which we are working through also. Thank you to everyone who has ordered or been in touch with us, we appreciate it and we are working hard for you.
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UPDATED 1100 23/04/20 – With news that New Zealand will be moving to a Level 3 Lockdown on Monday 27th of April at 11:59pm we will be shipping orders again on Tuesday 28th of April with current back orders receiving shipping information between now and Tuesday.
To minimise the risk to our courier partners and the number of trips they have to make we are considering dropping our shipping frequency to 2x days a week to reduce the frequency of trips for them. We will update more on this as details become available.
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UPDATED 2240 25/03/20 – New information suggests that courier services will be reserved for essential goods only. If you're visiting this site I suspect you share our belief that fine stationery is essential – but we cannot in good faith declare ourselves an essential business to anyone outside of our incredible community.
At this stage we will not be shipping out new orders until we receive definite confirmation that we are able to continue shipping reliably.
Any orders placed at this stage will be fulfilled after the lockdown finishes. We have also contacted all customers with outstanding orders to offer to either wait, or to cancel their order – if you have not received this email please check your spam folder
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Below is the text of a newsletter we sent Monday 23/3. Any updates to this information will be posted at the top of this page and highlighted.
COVID-19 and a little pen shop at the bottom of the world
We are living in uncertain times, and it is certainly not business as usual.
How better to deal with uncertainty than put pen to paper... In this case, fingers to keys. As you are no doubt aware, the New Zealand government has announced a shift towards full self-isolation. So what does this lockdown mean for us?
Business
Operating from home is suddenly an advantage – we can be with our stock and self-isolated. Our plan is to remain open as long as we can – however, there is a lot of uncertainty about how we fit into the needs of the country. We can pass parcels to our delivery partners without any contact and maintaining 2m distance quite easily. But we’re also not an essential service. You can see the ambiguity we’re currently operating in.
Stock will be impacted; our New Zealand and Australian distributors are having to close in response to this situation. We have ordered some last-minute bits and pieces to at least stem the shortages but out of stock may be the new norm for some brands, at least for now.
Currently, our international partners are closing on a case by case basis so some supply may be possible but not across all brands.
Couriers
Couriers are deemed an essential service and will keep operating. There are some changes to how signature and non-signature deliveries work. New Zealand Couriers and CourierPost have both provided similar advice:
For signature parcels
The courier will knock on the door as usual and step back two metres (or as far back as safe). They will wait for someone to come to the door and greet them as usual. They will then ask for the recipient’s name (to record proof of delivery) and leave the parcel on the doorstep. The person receiving the parcel will not sign for the delivery directly.
If no one comes to the door and there is no Parcel Leave service in place, the courier will follow the standard process which is to leave a card to call, with details of the delivery and return the parcel to the depot.
For non-signature parcels
The courier will knock on the door as usual and step back two metres (or as far back as safe). They will wait for someone to come to the door and greet them as usual. If no one comes to the door, the courier will follow the standard process which is to leave the item in a safe place or leave a card to call and return to the depot if there is no safe place.
Shipping and Precautions
The latest research suggests that the COVID-19 Coronavirus can only survive on cardboard for 24 hours. All our parcels ship on overnight services, meaning that most handling occurs more than 24 hours before delivery.
If you are concerned or are caring for someone who is immunocompromised, we suggest not handling received packages for 24 hours after delivery and washing your hands thoroughly after doing so.
We will also be taking the added precaution of ‘resting’ all wrapped orders for 24 hours before allowing courier pick up. This precaution will add to the expected turnaround of order but is an added safety measure.
Stay safe out there – René.