October 13, 2021
COURIER DELIVERY UPDATE 14TH OCTOBER WHAT’S HAPPENING?
The lockdown period has seen a fundamental shift as Kiwis switch to shopping online. It’s the perfect storm. A tsunami of packages were released into the courier networks when we went to Level 3 as well as an ongoing lockdown in Auckland as seen a 600% increase in parcels sent via couriers. That volume has continued. Safe distancing requirements at the regional processing centres is slowing things down.
3 weeks ago 96% of our orders were delivered on time. Now this has dropped to 42%. This has impacted all online retailers not just us.
All couriers are now advising parcel deliveries are delayed by 5-10 working days; however, this is impacting suburbs differently. Currently North and West Auckland have been impacted most, as well as parcels transiting via the Wiri depot.
We are shipping out all orders on the day we receive them and we are working with both NZ Post and Aramex (Fast Way) to try get your coffee to you as soon as possible.
WHAT DOES THIS MEAN FOR YOUR COFFEE PACKAGE?
A lot of courier packages are being delivered in good time but there are also delays. Here is a quick breakdown of package arrival times:
- 40% of packages will arrive as normal.
- 20% of packages will arrive within 2-3 days of expected delivery.
- 20% of packages will arrive within 5 - 8 days of expected delivery.
- 10% will be delayed by up to 20 days.
BEAT THE RUSH. ORDER EARLY!
SO, WHAT ARE WE DOING ABOUT IT?
NZ Post have thrown the might of our national postal service at the problem. More capacity has been added with 11 processing centres now working 24/7. Courier drivers are also working 7 days a week delivering parcels.
Cam, from our CC2U team, will email if your parcel is delayed. Cam has been keeping an eye out on everyone's parcels. He will also raise a ticket for you if its delayed more than 24 hours.
NZ Post has asked us not to contact them until a parcel has been delayed for more than 11 working days. We will respect this request. We will also raise a ticket for you and keep you updated with any response.
If you want to call them to get an update, you can call them on: 0800 COURIER (0800 268 7437).
WHAT TO EXPECT IF YOUR IS PARCEL IS DELAYED?
When you get your tracking number you will see when it's been picked up. Parcels are getting stuck along the delivery line in two places:
1. The tracking will display "collected from sender" when it is picked up from us. However, it can show this status for 2-7 days. Following this, we will be able to see the change in status as they will be scanned as "out for delivery".
2. The other pattern we are seeing is parcels being scanned at East Tamaki, but sitting there for 3-10 days. These parcels are not lost they are just in a queue for delivery in your suburb. We see they tend to go straight to "out for delivery" and then will turn up on your doorstep.
YOU ORDER, WE PACK!
We are sending your coffee orders on the same day if received before 4:00pm.
Evening orders are on the next morning pick up.
The sooner your coffee is on the way then the quicker it will get to you.
WE ARE WATCHING EVERY PACKAGE...
Rest assured that we track every single package that we send.
We talk to NZ Post every morning about them.
If there are delays then we’ll keep in touch so that you know we are on to it.
WHAT YOU CAN DO?
Order early! Sidestep the delays by getting your next coffee order on its way early.
You can keep an eye on your package using the tracking number on your Shipping Confirmation email.
You can turn on tracking updates, add delivery instructions or redirect your parcel.
Keep an eye out for a recent “scan” – that tells you that your package is moving.
Feel free to get in touch at any time if you have any questions.
A THUMBS UP
There have been many heroes in our lockdown period; frontline health workers, the services, essential workers, those working in supermarkets.
Our courier drivers are working their backsides off to keep New Zealand moving. Let’s be kind, let’s give them a wave and thumbs up when we next see them.
THANK YOU!
We've really appreciated your understanding and 'can do' attitude during this period. Thank you.
We are lucky to live in a country with a world class postal service. It came as quite a surprise to us all when it fell over.
Fortunately, we are through the worst of it. Here's to getting back to super fast deliveries of the good stuff!
Patrick & Louise
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