COVID-19 UPDATE

24 August 2020

An update from Australia Post

With our business adapting to the challenges the current pandemic presents, our normal practice of delivery has been impacted.

There are delivery delays in our network due to:

  • reduction in air freight capacity and passenger flights (which also carry our parcels)
  • a significant increase in parcels volumes, many which require manual sorting
  • hygiene and social distancing requirements in our network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)

Express Post delays

As a result of these unprecedented circumstances, our Express Post service is seeing significant delays in delivery. This means that while we continue to prioritise Express Post, and most parcels shipped via this service arrive on time, some could take five business days or more to reach their destination. We know these delays are frustrating, and we’re doing everything we can to keep delivering as safely and quickly as possible.

Tracking tool

Our tracking tool provides you with the most accurate guidance on estimated delivery dates and advises you of any delays while your parcel is in transit. StarTrack customers should visit the StarTrack tracking tool.

What we're doing

  • Operating our processing and delivery services seven days a week as required to meet demand
  • Staff in our processing facilities are working staggered shifts to safely expedite processing and delivery
  • Chartered an additional eight freighter flights, increasing this to 17 dedicated air freighter flights per day
  • Repurposed and opened 16 new processing and delivery facilities
  • Hiring more than 600 casual staff into our network and call centres and currently redeploying 2000 posties to deliver more parcels
  • Moving more parcels through our road network (to accommodate domestic flight restrictions)
  • Exploring all available transport alternatives and options, and working with the Australian Government, to minimise impacts for customers

In some cases, we're having to process and deliver from an alternate location and customers may notice when tracking their parcel, that it is coming from a different location to what they are used to.

Our people continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated people with the courtesy and respect they deserve – whether it be in a call centre, Post Office or dropping your delivery off. Aggressive and abusive behaviour towards our people will not be tolerated. Thank you for your patience.


7 August 2020

Australia Post has confirmed today that they anticipate there will be delays in their delivery network due to several factors including:

  • Reduction in air freight capacity and passenger flights (which also carry parcels)
  • A significant increase in parcel volumes, many of which require manual sorting
  • Hygiene and social distancing requirements in their network

Victorian customers may be particularly impacted by these delays, but all towns, cities and states can expect to be affected.

VetShopAustralia will continue to dispatch orders as quickly as possible (usually same day or next business day), however, we advise customers to factor in the delays when ordering products as they may take longer than usual to arrive.

Thank you for your understanding and we will provide further updates as they are provided by Australia Post.

Thank you – Dr Mark


3 August 2020

Possible Additional Delivery Delays to Victoria (3 August) - Due to the enhanced Covid 19 restrictions imposed by the Victorian government overnight, we are anticipating that there may be some additional delivery delays for orders to Melbourne and regional Victoria (as most regional deliveries transit through Melbourne).

Victorian customers are advised to take this into account when ordering and allow additional time for delivery. At this stage we don't know the extent of the delays but we recommend allowing at least an additional week for delivery. We appreciate your patience during this difficult time.


17 April 2020

Delivery Delays Warning (17 April): Unfortunately, because of the pandemic restrictions, Australia Post and courier services are advising all consumers within Australia to expect significant delays in the delivery of parcels and mail of up to an additional 1 to 2 weeks.

These delays impact all retailers and all deliveries in all locations. Actually delivery times may vary, but orders that previously arrived in less than a week may now take 2-3 weeks or more.

Even Express Post is experiencing delays and you should not expect overnight delivery of express post parcels.

If you live outside Australia, unfortunately we have been advised that delivery may be up to 4 weeks longer than usual due to additional hygiene controls and reduced air and road traffic, so you may need to allow up to 6 weeks for your order to arrive.

We continue to dispatch orders as quickly as possible (usually same day or following business day) and orders are getting delivered, but it will take longer than usual and we recommend you factor these delays into your ordering schedule. We appreciate your patience in this difficult time.


TO OUR VALUED CUSTOMERS,

We here at VetShopAustralia wanted to take a minute and update you on the steps we were taking as a business to minimise the spread of COVID-19 and lessen any impact this may have on our ability to supply you with the pet products you need.
At this time we are expecting that most of our customers will not be inconvenienced by supply issues, provided everyone stays sensible and does not hoard.
 
We have had at least one supplier announce that they are implementing a “fair share policy” and will be proactively restricting the purchase of certain items. We will continue to do our best to fill all orders as and when they come in.
 
In our offices, staff are continuing to receive, pack and dispatch orders, and answer your queries via phone or email. We have implemented more stringent hygiene practices and would encourage our contractors and customers to do the same to help slow the spread of this virus.
 
Look after yourself, your family and friends, and your neighbours.


- Dr. Mark Perissinotto


If you are worried about the Coronavirus and your pet, you can read our article here.

To read an update from Australia Post see here.