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An important message about COVID-19

By Simon Williams
·
October 1, 2020

Updated: 29 August 2020

Changes to our delivery partners

We have been doing our best to deal with the delays that we are experiencing in the Australia Post network and unfortunately, the delays have been gradually getting worse rather than better. Our customers' satisfaction is of utmost importance and we will do whatever possible to alleviate the situation and as a direct result of this, we will be switching from the postal network to a less congested Star Track Express network. Unfortunately, this isn't possible on all items and we need to bring some basic rules that will allow us to streamline the process. Below is a brief insight into these rules, but please do be patient whilst these are being implemented.

Star Track Overnight Service (1-2 day delivery)

  • Your online order has an 'authority to leave' marked when placing your order
  • Your consignment weighs less than 1 kg
  • Is not being delivered to a PO Box
  • Is not being delivered to Northern Territory

Melbourne metro orders only

  • Is being delivered to metro Melbourne and weighs less than 20 kg.

Australia Post eParcel Service

  • Your online order has not been marked with an 'authority to leave'
  • Your consignment weighs more than 1 kg
  • Is being delivered to a PO Box
  • Is being delivered to the Northern Territory

We believe that with these changes to our delivery partner we should see a reduction in the time taken to deliver your order. We're in uncharted territory right now so if we don't see an improvement within a short time then we will change again to make sure that we're meeting our customers' expectations.

As always we're always here for you when you need to reach out to us, please remember, support@cartridgesdirect.com.au, website live chat and phone, 1300 765 575 or 03 9793 2655

Thank you very much for your understanding and your patience through these times and above all else please keep safe.

The team @ CartridgesDirect

 

Updated: 03/08/2020

The Victorian Government announced today that Metropolitan Melbourne would move to Stage 4 COVID-19 restrictions and Regional Victoria would move to Stage 3. As devastating as this announcement is, we will continue to operate in these times so that we can support you, our customer, regardless of whether you are printing the kid's homework at home, the vital report needed for the next Zoom meeting, or the front line workers printing their vital documents.

Our office staffing policies haven't changed with this news and our support and admin staff will continue to work remotely where they can continue to offer you the dedicated service and support that you are accustomed to. Our warehouse will continue to dispatch orders the same day when they are in stock and have been ordered before 2 pm and if for any reason we can't dispatch then an email will be sent advising you of when your item is likely to return to stock again.

Click and Collect
Regretfully this program has been cancelled for now and we ask all customers to place their orders online and we'll deliver to you with the local couriers or Australia Post.

Getting Support
Should you need to reach out to us we offer Livechat from the website which is open from 8:30 am through to 5:00 pm Monday to Friday with all after-hours messages answered the next day through our support desk. If you prefer we can also be reached by emailing our support desk, support@cartridgesdirect.com.au and one of our support staff will respond to this request as soon as possible. Some other very valuable resources are listed below;

Order status and order tracking: www.cartridgesdirect.com.au/status
Please note: In order to check the status of your order you will require your order number and email address or postcode. Once you have entered the page you can click on the tracking number to open the relevant shipping information.

As always, we would like to thank all of our wonderful customers for their continued support throughout these very difficult times.

The team @ CartridgesDirect

 

Updated: 25/06/2020

Due to the current cases of COVID-19 sweeping through parts of Melbourne, all office staff will work remotely and the office will be unattended. We request that where ever possible you submit support cases when dealing with us and these will be dealt with on a first come first serve basis. On average all support tickets are answered within 2 hours with most support tickets finalised the same day. 

If you would like to track the status of your order you can do so by clicking the tracking link in our shipping email. If you have misplaced this email you can also check the status of your order by clicking here.

Below are some important links that will be important when contacting us;

Online order tracking: www.cartridgesdirect.com.au/status
Contact Support: www.cartridgesdirect.com.au/contacts

We're also available through livechat and Facebook Messenger.

 

We are still dispatching all online orders!

In these unprecedented times, many of us are working from home and you may be concerned about getting supplies to maintain productivity. For many years now companies and individuals have been loyal to us because of our reliable service. CartridgesDirect has taken steps to ensure we can continue to maintain our normal high standard of service during the COVID-19 outbreak, whether you are in the office or at home. Our warehouse operations are in full swing, and we will continue to despatch all in-stock orders on the same-day until 3PM well into the future.

We understand that you are relying on our products to continue working, either remotely or in-office, as greater steps are taken to limit the spread of the virus within our communities.

We thank you for your loyalty, and in these changed circumstances you will still be able to rely on us.

As always, our top priority is to ship your goods to you quickly and safely.
 

Today we're taking steps to ensure the safety of our customers, our staff and their families and so, from the close of business on Tuesday 24th March we will no longer be accepting pick-up or in-store purchases.

Although we have cut back our on-site staff with all administration staff working from home, you can rest assured that all online orders will continue to be processed as normal.

Because some of our staff will be working remotely, we ask that customers use our online contact form for all general enquiries and use the phone only for time-sensitive subjects, such as order cancellations. This will help our reduced our office staff fulfil all your orders swiftly and efficiently.

  • Online orders will be processed and shipped up until 3PM daily as usual
  • Instore pickup and sales will be temporarily halted
  • Please use our online contact form for all general enquiries

Stock Update Information

Our stock levels are as high as usual for most of our product range, with more stock arriving every day. While we are working closely with our suppliers to secure stock, and keep these essentials on the shelf, we are expecting some items to become unavailable over time.

The team @ CartridgesDirect