As COVID-19 pandemic continues to drive unprecedented demand for our products and services, we have made the decision to extend opening hours to 7.30pm on weekdays to allow our sales and warehouse teams to process and dispatch more orders. We have decided to keep our business running as usual as many individuals depend on herbal medicine and acupuncture at this difficult time. We hope that our extended opening hours can help us to serve all our customers as quickly as possible.
Our telephone lines will remain open from 9.00am to 5.30pm, Monday to Friday. No phone calls will be answered outside of these times. Our online shop is available 24/7 and staff members will respond to customer emails during working hours. We are also experiencing high call volumes and if you cannot get through to us by phone, please email firstname.lastname@example.org and one of our team will get back to you as quickly as possible.
Enhanced Risk Management
As per Government guidelines, we have implemented enhanced hygiene protocols and all members of staff are required to wear protective gear in the warehouse. Any members of staff that show possible signs or symptoms are asked to self-isolate at home. Our dispensary will continue to operate under ATCM and RCHM directives, whereby protective clothing is worn at all times, regardless of the coronavirus outbreak. Although we have also enforced more cleaning protocols to ensure the risk of infection is minimised, we still recommend that all customers wash their hands with soap and warm water after removing outer packaging of any orders.
Orders, dispatch time and stock availability
The increased volume of orders has dramatically increased our warehouse team workload. Extended opening hours mean that our team have more time to pick and pack orders, however, dispatch time may still be delayed by 2-5 working days depending on the size of the order.
Some products also have a maximum order quantity imposed to help ensure that there are enough herbs and acupuncture needles to go around. However, we have arranged to send more stock over from China by air freight and we expect to receive deliveries over the April and May.
We thank you for your patience and continued support. We wish our customers and their loved ones good health.
The Phoenix Team