We value the safety of everyone in our community, and have introduced new measures to ensure you feel secure while using our service.
As you shop with us online, know that safety measures are in place to protect associates at our distribution centers, including social distancing and protective gear. This may result in longer than usual delivery times, and we truly appreciate your patience.
We also encourage customers to switch to online payment so we can reduce human interactions to a minimum.
Please take care of yourself, your families and the ones you love.
We look forward to serving you and seeing you again soon!
Q. Can I still order online?
A. Yes, you can still order online, and we're still delivering. We're closely following the Government's advice to retailers during this time. We monitor this advice daily, and will keep you informed should this situation change.
Q. When will you reopen your showrooms?
A. Our showrooms are OPEN for product viewing.
**please be reminded of the safety measures such as wearing of masks, proper sanitation, temperature check, and social distancing when visiting.
Q. I have an order pending — what will happen to it?
A. If you have an order pending we'll still deliver it. Please contact our Customer Services for the latest information on your delivery.
If you're not ready to receive your order or would prefer to delay the delivery, you can put it on hold, please contact Customer Services to do so.
This situation is changing daily. At the moment, our carriers are delivering as normal. Please check the latest information on our product pages for lead times on products.
Q. What precautions are your warehouses and couriers taking to prevent the spread of COVID-19?
A. Our teams, carrier partners and customers' health and safety is our number one priority. In our warehouses, we've increased our safety practices to include the following measures:
Social distancing in line with government protocol
Clear markings to delineate social distancing and increased signage to explain the hygiene procedures in place
Frequent deep cleaning and sanitation
Hand sanitizer and disposable gloves provided
Staff temperatures taken on arrival
Dedicated senior managers responsible for implementing all new protocols
No physical signatures required in order to limit paperwork and physical contact
Our carrier partners have all deployed similar practices and we continue to work with them on a daily basis to ensure these are met. All of our carriers are now providing no-contact delivery only; they aren't entering customers' homes at all during this time.
Q. Do you have a no-contact delivery process in place?
A. Yes. All of our carriers are now providing no-contact delivery only.
For houses, this means we'll place items in your driveway, rear garden or garage as requested, while maintaining social distancing restrictions. If these locations aren't available, we'll place items outside your house where requested when we arrive.
For condos and apartments, we'll place items in the communal hallway or doorway.
Here's a guideline to help you further in this process:
Place an order and choose for online payment;
Send us text/ email after order has been placed - that you are opting for the contactless delivery;
Orders will be placed at the designated drop off spot at the customers’ home or office;
Delivery person will notify customer that order has arrived via the delivery contact number or call.;
Customer will verify delivery.
Q. What if I've requested for installation with my delivery?
A. While we're working hard to keep everything running as normally as possible during this time, the safety of our teams and customers is our top priority. With that in mind, we've decided to limit all product installations. This is to minimize the time that our customers and delivery partners are in contact. If you've selected for this service, please contact Customer Services.
Q. I'm self-isolating. Can I still get my delivery?
A. Yes, of course. We're now providing no-contact delivery or, if you'd prefer, we can hold your order at our warehouse until you're ready to receive it.
Q. Can I change my delivery time/location?
A. Yes. Please contact Customer Services.
Q. Are your Customer Services still open?
Q. What about store pick-up instead of deliveries?
A. Yes, you may pick up your items at our warehouse. Again, wearing of masks, proper sanitation, social distancing and other safety measures should apply.