How We Are Handling COVID-19

Yes, we are still delivering across the USA and Canada.

We are currently processing significantly higher order and enquiry volumes than usual. This means response times for enquiries may be delayed. We will reply to all enquiries, and we appreciate your patience.

Extended Delivery Times

Due to the ongoing impacts of COVID-19, our shipping ETAs may be longer than usual. Your most up-to-date ETA will be displayed on your My Account page and reflects the information we have on hand. We’ll contact you if there are any updates.

At this time, we are unable to provide expedited shipping on any orders, and appreciate your patience.

For orders yet to be placed, you can find the delivery estimate for the product(s) you are interested in by entering your ZIP or postal code on the product page. Exceptional demand during the last few weeks means that a number of our products are currently out of stock — and unfortunately, that means longer delivery ETAs than we would like on those products. We only ever provide delivery timelines we are confident we can meet, and we’re working to restock any affected products as fast as possible. 

If your order includes multiple products (some in stock, some not), you’ll be able to choose to have the in-stock products delivered right away at no extra cost.

CONTACTLESS DELIVERY

To help ensure the health and safety of our customers, our team, and the broader community we’ve introduced Contactless Delivery as our default delivery option. Contactless Delivery means:

• We’ll deliver your item(s) to the front door of your house or apartment
• We’ll knock/buzz, and will greet you at your door while maintaining a six-foot social distance
• Your signature won’t be required — our team will simply photograph your order at your doorstep as proof of delivery

Some multi-tenant buildings are restricting access to non-residents. We’re supportive of these measures, and in these cases our delivery team will deliver to the closest point to your home that they’re safely able to.

In-Room and Assembly Services

We’ve temporarily disabled in-room and assembly delivery options to ensure we can maintain a social distance during your delivery. 

CONTACTLESS EXCHANGES AND RETURNS

We have also introduced Contactless Exchanges and Returns. This means:

• We ask that you please repackage the item(s) yourself in the original packaging provided. If you no longer have the original packaging, you can still return or exchange your item, however a $50 repackaging fee per item will apply.
• We’ll schedule a date and time for pick-up and call you 30–45 minutes prior to arrival
• You will need to leave your item(s) outside your door for pick-up
• If your building restricts access to non-residents, we ask that you please bring the repackaged item(s) to the outside door of your building

Full details of our returns and exhanges policy and proccess. 

ADDITIONAL DELIVERY TEAM HEALTH AND SAFETY PRECAUTIONS

Our main priority is protecting the health and safety of employees and customers. In addition to implementing contactless delivery protocols, our own Article Delivery Team (ADT) and our delivery partners have implemented health and hygiene practices recommended by health authorities to ensure everyone stays safe.

Every one of our own ADT delivery trucks is equipped with key sanitary items, including masks, latex gloves and sanitizing wipes. Work gloves will be worn by our team whenever boxes are handled.

Once the delivery is complete, drivers are required to practice good hygiene and use an alcohol-based hand sanitizer or sanitizing wipes that contain at least 60% alcohol (when soap and water are not available to wash their hands).

Additionally, we have implemented the necessary measures to keep our workplace safe for employees, such as isolated shifts, mandated social distancing within the warehouse, and increased sanitation. Our delivery drivers have been instructed to stay home if they show any sign of flu-like symptoms, and we have policies in place to offer paid sick leave to these employees.

Our delivery partners are also taking extra precautionary measures. While exact steps differ between carriers, they’re all following procedures in accordance with the health and hygiene practices recommended by health authorities.

We’ll continue to follow recommendations from public health organizations to keep our team, partners, and customers safe and healthy.

DELIVERY NETWORK STATUS

We are delivering across the USA and Canada.

If any disruptions occur or we’re temporarily unable to deliver to certain areas, our team will get in touch with affected customers to let them know, and we’ll work to deliver those orders as soon as we’re able to. We’ll also keep this page updated and list any areas with service interruptions.

If you have any questions about the status of your order and would like to speak with us directly, please get in touch.

YOUR COMMITMENT

For the safety of our staff and other customers, we trust that if you have a scheduled delivery you’ll get in touch with us if you’re experiencing any flu-like symptoms and need to be in isolation. We’re more than happy to hold your order and complete the delivery at a later date.