To all Physical Company Customers,
Firstly, we want to thank you all for your support the last few weeks and we wanted to let you know how we are supporting you during these times.
During this last week, we have experienced significant levels of orders through our website and over the phone, as especially since the UK Government announced that all leisure centers and gyms were to close on Friday 20th March to try and reduce the spread of COVD-19.
We have provisions in place to ensure orders are fulfilled and the customer is receiving their orders in an acceptable amount of time. As a result, we have kept our warehouse open during the evenings and have full operations in the warehouse over the weekend with additional resources. All of which are taking extreme precautions and hygiene measures, which we are monitoring carefully.
Physical Company currently hold the most envied reputation for customer service in the industry and rest assured, during this occasion we won't be letting it slip. We have full teams handling requests from customers from home, emails, social media inquiries and live chat.
During this situation these are the current timescales which we are working to:
* If there is an issue with your order you will be notified within the next 72 hours
* The current delivery timescale is 7 - 10 working days from the date of your order
* You will receive an update once your order has been dispatched containing tracking information
* Our couriers will notify you of the delivery date when they receive your goods, where you will have the option to make alternative arrangements such as leave with neighbour, change day etc. directly with the courier
* Before the order leaves the warehouse we are unable to confirm a delivery date.
If you do not receive any communication from us in the next 72 hours your order will be processed and you will receive your dispatch confirmation shortly.
We do hope you understand that we will do everything in our power to deliver your order and our staff are working flat out to process orders, pack and ship and respond to your questions, all being mindful of home working and social distancing. Thank you for your patience and understanding during this time. Please stay safe during this uncertain time.
Physical Company is taking the spread of Coronavirus in the UK extremely seriously. Our number one priority remains the safety and well-being of our people and customers, whilst providing a safe environment for you to continue to run your business or workout at home.
We are staying well informed of the developing situation and are following the advice and recommendations from the Government, Public Health England and the World Health Organisation. Where our team members can work from home we have instructed them to do so. Our warehouse is operating, but with strict hygiene routines, and managing to fulfill orders within our standard 2-3 day delivery terms and we are currently still offering next day delivery.
Collect from Store option is still available to our customers, however orders must be placed in advance by telephone or on our website. After placing an order, our Customer Services team will inform our customers of their collection time-slot. Typically this will be 3 hours after the order is paid for. When arriving at our facility, please follow the signs on our reception gate. We do ask if you have placed an order and have since started to feel ill or can no longer collect, that you inform us as soon as you can so we can arrange for this to be held for a later date or organised to be dispatched with a courier.
We will continue to update our team and customers in accordance with any Government recommendations.