Modernsia's COVID-19 Response Policy
As we are sure you are all aware, the current COVID-19 pandemic is having a massive impact on companies all around the world.
Here's what Modernsia is doing throughout the pandemic to continue trading safely;
Reducing staff levels in our office
We recognise the need to keep a social distance at all times, and we are complying with this regulation by reducing our staff levels within the office. If they are able, staff are being allowed to work from home.
Reducing staff levels within our warehouses
We are also taking steps to reduce the amount of staff in our warehouses at any one time to ensure we protect staff, and reduce the chance of the virus manifesting in our warehouse line and transmitting to customers through their packages.
All areas of our business are kept clean and sanitary throughout the day by regular hand washing and disinfecting desk and work station areas.
Over night while staff are not present, we employ a cleaning company to deep clean all areas of the business that staff will be present to minimise any chance of the virus manifesting.
Each day, one of the supervising staff members in the office and warehouses are named COVID-19 Officer.
They ensure that the company, and other staff are following the current Government guidelines and laws around COVID-19 so we do not have a breach.
Prior to packages leaving our warehouses, they are all sprayed with a mild disinfectant to help protect it throughout the journey.
Masks, Disposable Gloves and Hand Sanitising
All warehouse and office staff are required to wear masks when on company property and not sat at their desks/work stations.
Our COVID-19 officers enforce this policy within their departments, and those who do not comply will be asked to go home.
Those who cannot wear masks due to a medical complaint are entitled to work from home, or take paid leave.
Further, our warehouse staff all wear disposable gloves to ensure minimisation of any germs or virus manifestation. They change gloves at least once per hour.
All staff are required to use hand sanitiser when entering our company buildings, and throughout the day in addition to hand washing.
While we all do our best to ensure that orders and queries are despatched and answered within our regular timeframes; having less staff present does unfortunately impact our advertised timeframes. Here's some more information:
Prior to the pandemic, all our orders were shipped within 48 business hours (Mon-Fri).
With a reduction in staff levels, we are now seeing an average of 72 business hours (3 business days) (Mon-Fri) for despatch, with some taking up to 144 business hours (6 business days) to be despatched if we are waiting for stock to come.
Once your order is despatched from our warehouses, unfortunately the package may run in to delays beyond our control in relation to different countries COVID-19 responses.
With this being the case; we have extended our delivery guarantee from 30 business days to 60 business days.
If you have not received your item(s) within 60 business days from the date of despatch, please contact our Client Relations who will be able to assist you.
Should your item be held up by customs or post office delays, this is unfortunately beyond our control and will not be included in the 60 business days delivery guarantee.
Client Relations Response Times
With the reduction in office staff levels, our response guarantee of 5-6 hours during business hours is on hold.
We now guarantee that all queries will be responded to within 24 business hours of receiving them during business hours, Mondays to Fridays.
Returns Policy Window
Our COVID-19 Response Policy does not affect our Returns Policy, and you still have 30 calendar days from the day it is confirmed as being delivered to initiate a return. You can find more information on our Returns Policy page.
This Response Policy forms part of our wider Terms of Service that are accepted when checking out.