COVID-19 Statement November 2020
As you will no doubt be aware the Government has instructed another national lockdown until at least the 2nd December. This will inevitably have an impact on our business, please see below some FAQs relating to how we will continue to operate:
- Are we open?
Yes. We are operating as close to "business as usual" as we can until we are advised otherwise.
- Are we still able to despatch goods?
Yes. Please be assured that we are doing all we can to keep our staff safe. This means our warehouse staff are observing social distance regulations and following government guidelines relating to Covid-19 symptoms and isolation procedures which could cause a delay in picking and packing your order.
- Are we still able to deliver orders?
Yes. Please be aware that the vast majority of our orders are delivered by Tuffnells as they are one of very few carriers who can manage the weight and size of our products. They are also adhering to social distancing policies and government guidelines which may cause delays in their network. Please be patient.
- Are you still installing trampolines?
Yes - we are operating ‘contactless’ installation according to government COVID-19 safety standards. So please ensure that your property can be accessed without entering the house.
- Where is my order?
If you have placed your order and have received a confirmation email, please be assured that we have your order and are processing it as quickly as we can. The next email you receive will be when the goods are despatched. Currently our warehouse is right up to date, so this will usually come through within 24hrs of the order being placed. This shipment email will provide tracking information for your delivery. We will only contact you in addition to this if we have an issue with your order, so no news is good news.
- I have received my shipment email, but my order hasn't arrived, what should I do?
Please be aware the carriers are also dealing with huge volumes of orders and face the same COVID-19 challenges that we all face. If your order does not arrive on the allotted day, please be patient and wait 3 days before contacting us for further information.
Please note we are anticipating an increased volume of orders in the run up to Black Friday and Christmas. We would therefore advise our customers to place their orders well in advance in order to secure stock and take delivery before the rush.
Lastly, we would like to thank you for your order and your patience at this difficult time. Our thoughts are with anyone affected.
We would like to wish you all good health, stay safe and STAY AT HOME.