Dear customers,

Due to the impact of the coronavirus on Australia, there are changes to the couriers workforce & some services in the following ways:

1.  For services where a Receipted Delivery (signature ) is required, delivery drivers for most courier/freight services will knock on the front door, place the goods at the front door and step back 1.5 metres and wait for the receiver to answer the door.  The driver will ask for the receiver's name and enter their details into the scanner and either sign for the receiver on their behalf, mark the delivery as ATL or no signature will be required from the receiver.  This will be deemed as delivered by the courier/freight company.  If no-one is available to sign for the goods, usual re-delivery processes would apply for most of our courier partners.

2.  Customer Service:  many of the call centres and management contacts we utilise with our courier partners are now working remotely or from home.  This will impact the response times from our partners greatly.  We ask for your patience during these trying times, if we can all work together in an understanding way we can resolve issues as quickly as is humanly possible.

3.  Please be patient as there will be delays with deliveries with most carriers during this trying time.  All our carriers have new processes in place and their staff's health and safety as well as consumers is paramount, so they are advising to expect at least one extra day to your transit time.  Please advise your customers/buyers of this new change.

4.  Express/Overnight services:  please note due to minimal planes flying in Australia now there are restrictions on the ability for express carriers to deliver goods Next Business Day or Overnight for express services.  Please note we cannot guarantee express delivery timeframes and you should expect a delay if choosing one of these expedited services.

Thank you for your understanding.

Regards

Smart Send Team.