To begin with we hope you are all well during this testing time and we are thinking of you all.
At Arbortec we are closely monitoring the situation around COVID-19. While the current climate is uncertain and changing everyday, the most important and central concern is the health and safety of every individual in our team, our customers and community. We would like to inform you about the changes that will be implemented by Arbortec and answer any questions you might have regarding orders, delivery times, customer service and availability of goods.
HOW IS ARBORTEC DEALING WITH THE CURRENT SITUATION?
Currently (as of 19th March 2020) we are working as usual but have taken the appropriate precautions recommended by the UK Government and Public Health England. As of Monday the 23rd March every member of the Arbortec team will be working remotely. Please bare with us at this time with customer service requests, we will get back to you as soon as possible to resolve any issues you may have. Our employees who continue to work in our warehouse and factory are working to minimise potential transmission in accordance with the requirements of the health authorities and recommendations of the World Health Organisation. If the situation changes with our factory and warehouse dispatch team we will let our customers know immediately and take every measure necessary to ensure the well being of our teams.
Any public events/shows and head office visits will be postponed until further notice.
CAN I STILL PURCHASE YOUR PRODUCTS?
Yes! Following government guidelines regarding the Covid-19 outbreak many distributors have now closed their doors to the trade counters. However, most of our distributors have moved completely online so that orders can be dispatched. For those of you that will be carrying out essential/emergency tree work in the coming weeks and in need of essential PPE, we will be continuing to supply our distributors to the best of our ability at this time.
We’re currently still able to accept orders and ship internationally for all our customers. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.
Find your local dealer here.
ARE YOU GUYS SHIPPING AS NORMAL?
Yes! Deliveries are currently on time but this may change. Our couriers are informing us of the changing circumstances that they face on a daily basis; minor delays may begin to happen internationally.
We’ll be sure to communicate any significant delays.
CAN I CHANGE MY DELIVERY ADDRESS?
We understand that you may now need to amend your delivery addresses and some couriers have a self-service option that allows you to do this.
If this option is available to you, it will be included in the tracking information sent to you when your order has left the warehouse. If the option isn’t available on your tracking link then the courier doesn’t have the ability to do this.
Unfortunately, the Arbortec Support Team aren’t able to amend the delivery address of your order once it’s been placed.
HOW LONG DO I HAVE TO RETURN?
We appreciate that it may not be as easy to return packages as it usually would, so we’ve extended returns to 60 days. If you have any issues when returning your items, please contact our support team on: firstname.lastname@example.org
HAS COVID-19 IMPACTED YOUR FACTORY PRODUCTION?
Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in Portugal and following the advice of the government and World Health Organisation. The welfare and health of our employees are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.
Stay safe, wash your hands, think of others, support one another and take care of yourselves!!
I HAVE MORE QUESTIONS:
Please contact our support team here: arbortec.com/contact-us