BabiesandMe COVID-19 Business Update
We are truly living in unique times. The coronavirus pandemic is impacting everyone from our families, to our businesses, to our first responders who are bravely on the front lines. As the situation continues to affect our world, we wanted to reach out and update you on how we’re supporting our employees,our customers and partners.
Above all else, our thoughts are with those affected by the virus, particularly those who are sick. We wish them a speedy recovery, and we remain inspired by our healthcare workers and others who are caring for people around the world.
It is imperative that we take care of our people—including employees, vendors and temporary staff—and the communities they work in. At the same time, we know that customers rely on BabiesandMe products and services, and we are committed to keeping things running smoothly.
We also know that, for many other business's and our partners such as freight companies, factories and warehouses has meant even more disruption to their lives, with extreme swings in customer demand and stress on certain channels. That’s why we’re working across all areas to help avoid disruptions where possible.
Inevitably there are going to be some issues resulting from the restrictions imposed by countries and governments. These issues have come in the form of supply and manufacturing restrictions as well as shipment delays.
BabiesandMe supply and ship products all around the world. It has become apparent in recent days that delays in providing products to our customers have started, we ask you in this time to please be patient with your deliveries as well as the time to expect a reply from us.
Deliveries are made by local couriers in your country and region. These companies will have there own challenges with delivery drivers, delays , sickness and imposed restrictions. Again please be patient.
The tracking information on our website is the same tracking information we receive. We are not able to provide you additional information. If your delivery has gone past the estimated delivery period as per our shipping policy please contact us and we will look into it with the courier.
A moment like this is a reminder about how we all need to band together to overcome challenges and complexities. Please find below a set of FAQs on our readiness to support customers during this period. Our teams are here for you, and we’ll continue to keep you updated and informed.
The BabiesandMe Customer Care team
Q1: Is it safe to receive a package from any area where COVID-19 has been reported?
A1:Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.
Q2: Will you be providing refunds or compensation to customers that have had a longer than expected delay in delivery.
A2: While we try our best to communicate your shipment and delivery information. These issues are out of our control. So far the delays we have seen are still inline with our shipment policy. If the delays exceed our policy we will look at the situation again.Our current shipping policy can be found here.
Q3: How long should I expect to wait regarding my queries?
A3: This will depend on what the queries are regarding. Our main focus to help the people first that we can actually provide assistance to. This would include people who have issues with payment processing, product and account queries and orders. Any queries regarding delivery information will be dealt with as a last priority as we have already advised we are unable to supply any new information than what is already displayed in your package tracking.
Q4: How long are the delays right now?
A4: We are currently experiencing 3-7 week delays delivering to some countries.