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An important message about COVID-19

By Simon Williams
·
March 3, 2021

28/09/2021

AUSTRALIA POST PAUSES VIC COLLECTIONS FOR FIVE DAYS (AGAIN!)

Australia Post has announced this evening that due to the influx of parcels into its network and its severely reduced workforce is has no choice but to pause all eParcel collections from its Victoria customers for the next five days, 01/10/2021, through to 06/01/2021, and collections resuming on Wednesday 6 October 2021.

This will have serious implications for our customers, Australia wide, and we are doing our best to minimise this disruption as much as possible. Starting from 29/09/2021 we will be upgrading all orders that weigh less than 3kg to the Australia Post Express network and any orders above this will be sent through a mix of Aramex couriers and third party shipping from our major distributors in all states. 
*Please note: Any orders being sent from our distributor's warehouse we can not send these orders to a PO Box or a parcel locker through the Express network. 

Due to the demand on the Australia Post Express Post network, we do believe there will be delays in deliveries but not as severe as we have been encountering in the eParcel network over the last month.

We can only apologise for these delays and request your patience and understanding while we work through this. We're sure you're all tired of hearing the same line about unprecedented times but it is just as true now as it was at the start of this pandemic.

If your order is urgent please email support@cartridgesdirect.com.au so we can raise an enquiry on your behalf. For any urgent orders that you need to have delivered urgently please call 1300-765-575 so we can arrange the optimum carrier for you.


Updated: 01/09/2021

DELIVERY NETWORKS STRUGGLING WITH OVERLOAD

Australia Post has announced overnight that due to the increased demand placed on their network and COVID restrictions being placed on them by the DHSS they have no choice but to stop collections from their VIC, NSW and ACT merchants. Whilst the news is reporting that this is a four day halt to collections this simply isn't true. They are in fact only halting collections for a single business day, Monday 6 September 2021 and collections will resume again, Tuesday 7 September 2021.

We understand that these delays are frustrating and as a business, we are now working on alternate plans to keep our parcels moving through a completely congested delivery network through all logistic companies, not just Australia Post. We do anticipate that there will be further delays next week which will be compounded by the halt in collections on Monday. The collection on Tuesday is likely to be much greater than normal and will then add to the congestion even further. 

If you have an urgent order during this time please make sure you reach out to us through our website LiveChat, support ticketing system or by phone and let us know the order number. This way we can attempt to prioritise your order and make sure it goes in the best network rather than one our software system may choose.

 

Updated: 16/07/2021

VICTORIA ANNOUNCES SHORT FIVE DAY LOCKDOWN

The Victoria Government today that they have sent the state into a short five-day lockdown, effective from the 16h of July 2021.

As an essential business, we aren't expecting any disruption to the service that we operate with all couriers working as expected throughout the shutdown.

During the shutdown, our administration and office staff will all be working remotely. Please be patient as we are expecting our support desk and phones to be busier than normal and will do our best to avoid any delays in responding to enquiries. 

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

The team @ CartridgesDirect

 

 

Updated: 29 October 2020

WELL DONE VICTORIA! THREE CHEERS! TAKE A BOW!

Coping with Covid-19 has been a tough time. But we’ve shown that we’re even tougher! 2020 will be remembered as a dark year but with sacrifice and dedication, we’re stepping into the light. Together all of us Australians have shown most of the rest of the world that Covid-19 can be controlled. It just takes determination and working as a community.

CartridgesDirect has been with you through this time to give you the products you need when you need them. We can’t thank you enough for the support you have shown us.

Everyone has had a pretty hard time this year with bushfires at the start of 2020 and then the pandemic, but we all pulled together. We have all endured more than our fair share with Victorians experiencing possibly the longest lockdown in the world, But we have all shown huge determination and strength to turn things around.

Now that things are beginning to settle down into a new sort of normal CartridgesDirect will continue to adapt to meet your needs and continue to give you the service you appreciate.

Freight Partners Update

We have been closely monitoring the freight network and over the last few weeks, we have been shipping all items under 1 kg with the Australia Post Express Post network due to this type of freight taking priority within the Australia Post network. We have seen vast improvements across the network and now that staffing levels at freight companies will be able to return to a 'new normal' we should see considerable improvements over the coming weeks. Australia Post has advised that the network for Melbourne metro still has some channels of congestion and this is namely within the east and northeast of the city.

We will continue to monitor this and will update this page with any updates in the coming days and weeks to come.

 

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