My Store:
Change Store

13 August 2020

Melbourne Store Update

For the safety and well-being of our team and our customers, we've closed the doors to our Melbourne store, but our Melbourne team are still available for calls and over-the-phone service during the week! They are still shipping orders out of our Melbourne store as normal - the only change has been that the store is closed for now and our team are not available on Saturdays for calls.
On behalf of the whole Carbatec team, we'd like to thank you for your support during these times and look forward to being able to safely open our store again.


Brisbane Store Update

Our Brisbane store is closed for the EKKA Public Holiday on Friday 14th August (tomorrow), but is open again on Saturday morning as usual.

Our Brisbane Distribution Centre is also closed for the Public Holiday on Friday, and will dispatch Friday's orders from Monday 17th August. 


__________________________________________________________________________________________________


Australia Post Delivery Delays

7 August 2020

With our business adapting to the challenges the current pandemic presents, our normal practice of delivery has been impacted.

There are delivery delays in our network due to:

  • reduction in air freight capacity and passenger flights (which also carry our parcels)
  • a significant increase in parcels volumes, many which require manual sorting
  • hygiene and social distancing requirements in our network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)

Express Post delays

As a result of these unparalleled circumstances, our Express Post service is seeing significant delays in delivery. This means that parcels shipped via Express Post could take five business days or more to reach their destination. We know these delays are frustrating, and we’re doing everything we can to keep delivering as safely and quickly as possible.

Tracking tool

Our tracking tool provides you with the most accurate guidance on estimated delivery dates and advises you of any delays while your parcel is in transit. StarTrack customers should visit the StarTrack tracking tool.

What we're doing

  • Operating our processing and delivery services seven days a week as required to meet demand
  • Staff in our processing facilities are working staggered shifts to safely expedite processing and delivery
  • Chartered an additional eight freighter flights, increasing this to 17 dedicated air freighter flights per day
  • Repurposed and opened 16 new processing and delivery facilities
  • Hiring more than 600 casual staff into our network and call centres and currently redeploying 2000 posties to deliver more parcels
  • Moving more parcels through our road network (to accommodate domestic flight restrictions)
  • Exploring all available transport alternatives and options, and working with the Australian Government, to minimise impacts for customers

In some cases, we're having to process and deliver from an alternate location and customers may notice when tracking their parcel, that it is coming from a different location to what they are used to.

Our people continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated people with the courtesy and respect they deserve – whether it be in a call centre, Post Office or dropping your delivery off. Aggressive and abusive behaviour towards our people will not be tolerated. Thank you for your patience.


___________________________________________________________________________________________________

Message from our CEO -  COVID-19 Update





3rd August 2020

Our hearts continue to be with all those affected by COVID-19.

Due to Stage 4 COVID-19 restrictions in Victoria, Carbatec Melbourne is currently closed and Click & Collect from our Melbourne store is currently unavailable until further notice. If you are in Victoria and have the opportunity to enjoy some extra time in your workshop making and you need any woodworking supplies to complete your projects, you can still shop with us over the phone or online! To support our Victorian customers during these unprecedented times, free postage for non-bulky (under 20kg) orders is now available on all Victorian orders.

The remainder of our Carbatec stores remain open to service your woodworking needs and we welcome you to shop with us. If you are sick or have been exposed to COVID-19, we ask that you instead shop online or over the phone, in the comfort of your own home. We will continue to take advice from the Department of Health to ensure that we are taking all the necessary steps to support the ongoing safety of our team and customers.

We remain committed to the health and wellbeing of the community and are working to best service your woodworking needs in any way that we can.

Kind regards,
 
Simon Lowe
CEO - Carbatec




___________________________________________________________________________________________________



Previous Update



16th March 2020


Our hearts are with all those affected by COVID-19. As the CEO of Carbatec, I’d like to personally share some of the things we’re doing to ensure that everyone who works with us and shops with us is safe.

Currently, all our stores are open and we welcome you to shop with us. If you are sick or have been exposed to COVID-19, we ask that you instead shop online or over the phone, in the comfort of your own home. These are unprecedented times and the health, safety and well-being of our team, our customers and the community will always be our highest priority.

We understand that good hygiene is the best defence against spreading COVID-19, and as such, we have taken a range of precautionary measures across our stores, our warehouse and in our head office, which include:

  • Requesting that any team members displaying flu-like symptoms do not come to work and stay at home.
  • Encouraging staff to maintain social distance from each other and customers
  • Encouraging staff to regularly wash their hands with soap and water, or hand sanitiser
  • Encouraging staff to cough or sneeze into their flexed elbow and avoid touching their face, eyes, nose and mouth.
  • Our store team members are actively wiping down and sanitising door handles, handrails and front counters throughout the day.
  • Hand Sanitiser bottles or wipes are available on every front counter for staff and customer use.

We will continue to take advice from the Department of Health to ensure that we are taking all the necessary steps to support the ongoing safety of our team and customers. Our goal is to keep all our employees healthy and working to best service your woodworking needs.

As Australia’s home of woodworking, our products come from all over the world and we are already experiencing delays in some of our orders. We are working with our suppliers to remain as well-stocked as possible. Unfortunately, we will have some stock-outs which are outside of our control and apologise for any inconvenience that this may cause you.

We hope you have the opportunity to enjoy some extra time in your workshop making. If you need any woodworking supplies to complete your projects, you can shop with us in store, over the phone or online!

Online ordering – if you prefer not to visit one of our stores, we’d love to welcome you online at www.carbatec.com.au We offer delivery anywhere in Australia or free Click & Collect; simply order online and collect from your local Carbatec store for free!

Phone orders – Call our friendly team on 1800 658 111 and they will place an order for you

In store – We look forward to welcoming you to your local Carbatec store which is often described as an Aladdin’s Cave of woodworking!

We will continue to monitor the situation and act quickly on the advice of the health authorities.

For more information, please visit the Australian Department of Health’s COVID-19 Information Page or the World Health Organisation’s Advice Page

 

Simon Lowe

CEO – Carbatec