UPDATE: APRIL 8, 2020
UPDATED INFORMATION AND POLICIES
Please note our Showroom will remain closed indefinitely while we continue to practice social distancing. We have also made some updates to our policies as a result and you can view those changes here.
MASK DONATION PROGRAM
We also launched our Mask Donation Program in partnership with our Toronto production facility and the Chatham-Kent Health Alliance. You can learn more and make a donation by clicking here.
UPDATE: MARCH 27, 2020
INCREASED EFFORTS TO SUPPORT SOCIAL DISTANCING
We continue to monitor COVID-19 closely while adhering to the recommendations set by health officials in our province. Our showroom will remain closed until further notice but we will continue to run the online portion of our business as long as we feel it is still safe to do so.
The health and safety of our team and our community is top priority. As a result, we are reducing our business operations to a minimum and controlling the number of people accessing our warehouse, limiting the number of workers to one at any given time. It is important to us to keep fulfilling your orders while finding a balance between safety, quality and timeliness.
WHAT THIS MEANS FOR ONLINE ORDERS
Your orders mean the world to us, especially right now. We will be dedicating two days a week to packing and shipping orders, with Canada Post pick-ups happening on Tuesday and Thursdays.
- Orders placed after noon EST on Thursday to noon EST on Tuesday will ship on Tuesday
- Orders placed after noon EST on Tuesday to noon EST on Thursday will ship on Thursday
We realize this is a longer turnaround than normal and appreciate your patience with us a this time. It is also important to note that Canada Post delivery timelines have been extended during this time so your transit time may increase as a result.
EXTENDING OUR RETURN PERIOD
We also realize it may be difficult to meet the 30 day return window, given the current climate. As a result, we are extending our return policy to 60 days until further notice. We want to make sure you have enough time to receive your items and ensure they're perfect for you or your little one.
We thank you for your continued support and want to ensure we are doing our best to provide you with information that you need. If you have any questions or concerns, please don't hesitate to contact us at firstname.lastname@example.org.
UPDATE: MARCH 13, 2020
SUPPORTING SOCIAL DISTANCING
While I'm sure this is one of many COVID-19 related emails to hit your inbox today, I wanted to take a moment to update you on what we are doing at Wooly Doodle to support risk-mitigation measures and social distancing while also continuing to give you the best possible customer service.
After some careful decision-weighing and reviewing all the recent updates within our community, I have decided to close our Retail Showroom March 17 - April 6, to coincide with the school and childcare closures mandated by Chatham-Kent's Medical Officer of Health. This closure is to eliminate as much unnecessary interaction as possible while also supporting the Wooly Doodle team during a time where health and safety are the priority. The Showroom will remain open this Saturday, March 14, from 9:00 a.m. until 1:00 p.m.
WHAT THIS MEANS FOR OUR CUSTOMERS
We remain committed to maintaining an excellent level of customer service. Please take a moment to review some temporary changes we are making to our operations to support keeping our community and our team as healthy as possible.
Since we are primarily an online retailer, many of you will not notice any difference with our level of customer service and timeliness. All online orders requiring shipping will be processed and shipped within our regular timelines. We are committed to getting you your packages as quickly as possible, especially given our recent release.Local Orders
We will be suspending the pick-up of local orders in our Showroom March 17 - April 6 and will be offering FREE LOCAL DELIVERY (within 10km of our showroom) during this time. If you are a local customer, we encourage you to shop online and here is what you need to know:
- Any orders placed already will be available in the Showroom Saturday, March 14 from 9:00 a.m. to 1:00 p.m. This will be the only opportunity to pick-up before our closure;
- Any remaining local orders will be queued for delivery - please allow 3-5 business days for delivery (if you need something more urgently, please email us);
- Any new local orders placed online between now and April 3 will be eligible for free local delivery;
- You will see an option for 'Free Local Delivery (within 10km of N7L 1Z9)' when you checkout - this is for addresses within 10 km of our showroom;
- Any orders placed outside this range will be held in our showroom until pick-up is available again.
I am extremely grateful to have the flexibility in our business to make decisions in an effort to balance the needs of our team, our community and our customers. I want to thank you in advance for understanding these temporary updates and the changes we have put in place.
I will continue to monitor COVID-19 updates and adhere to the recommendations set by health officials in our province. If you have any questions or concerns, please feel free to email.
Thank you for your ongoing support.