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Where is my delivery? Why is it taking so long?
We’re hearing from some our customers that deliveries are taking a lot longer than normal, especially in NSW and Victoria due to the current lockdowns. Our courier partners have been under immense pressure during the COVID-19 pandemic, with increased online ordering and ongoing / ever-changing issues with state border closures.
Online wine orders are usually processed and shipped from our Pertaringa cellar door within 24 hours of being received (excluding weekends). We work closely with our courier partners at Australia Post, Couriers Please and Aramex to get the orders delivered to our customers as quickly as possible, but we know that expected delivery times have, in some instances, more than doubled during the pandemic. Split deliveries are also happening more often, meaning customers might receive one part of the order one day, and the remaining part is delivered a day or even several days later. Tracking services have also been affected, resulting in sometimes sporadic and delayed tracking updates – in some cases, the tracking will not even be updated at all prior to delivery.
We know that it can be very frustrating when deliveries are taking so much longer than usual, but we really appreciate your patience and understanding while we work with our couriers to get your wine to you as soon as we possibly can.
Why can’t you use a different courier company?
We have been working with three of South Australia’s largest and most trusted courier companies for years now – Australia Post, Couriers Please and Aramex. They have helped us deliver tens of thousands of boxes of wine to customers all over Australia, and continue to do so during the pandemic, although under increased pressure from the huge increase in online ordering and difficulties with state border closures and restrictions. We know from other companies in the wine industry (and other retail industries) that the delivery delays we are experiencing are not limited to any specific courier company, but extend across the entire industry.
What can we do to help?
While online tracking can sometimes be very helpful, we encourage our customers to contact us directly rather than contacting the courier company with any delivery issues that can’t be resolved online. We have more direct contact channels available to couriers and have experience in what to ask and look for. And most importantly, it saves our customers hitting a frustrating roadblock or experiencing extended response times when trying to contact couriers.
Thanks again so much for your patience and please feel free contact us if you are experiencing any delivery issues. Give us a call on (08) 8383 2700 or send us an email on firstname.lastname@example.org, making sure you have any available order details or tracking numbers handy – and we’ll do our best to help you resolve the problem, quickly and efficiently!