Due to the high level of web orders we are receiving and the additional requirements under the NZ Government's Covid19 'Level 3' status, online orders are taking longer than usual to be prepared, and delivered.
Thank you for your patience during this time, we apologise for any inconvenience.
Our couriers are also struggling with orders, they have sent us an update as follows:
Since the move to Level 3 on Tuesday 28 April, we have continued to prioritise the safety of our staff, contractors and customers by continuing to apply the same safe operating procedures implemented during Level 4. At the same time we have experienced a spike in volumes moving through our national Express Freight Network. While we are reviewing and adjusting operational capacity on a daily basis, these two factors are unfortunately creating delays in our service performance, and we appreciate your understanding and patience during this period.
As a guideline, we are working hard to limit these service delays to:
- Within Island Deliveries: + 2-3 Days
- Between Island Deliveries: + 3-4 Days
- Rural Deliveries: + 4-7 days
If you are sending an item, or waiting for a delivery, please keep this guidance in mind, and note that we are prioritising the delivery of shipment of medical and food products.
During this period our Customer Service teams are working hard to answer all the queries that are coming into PBT by phone, email and online. We ask that you have patience with our people as they do their best to respond to your query. Due to the current situation, you may experience a delay in our response to you. Please keep in mind the above guidance on our current service delays prior to contacting us about a delayed delivery.
As a team, we are focusing on making sure we can safely and efficiently pick up and deliver your freight. Our new COVID-19 no-contact pickup and delivery procedures are designed to keep our staff and customers safe, and we are grateful that this process is being fully supported by our customers.
Following the decision by the New Zealand government to move to "Level 3" from 28 April 2020, we will be reopening the store for online orders from that day. Payment will need to be received before orders are available for pick up or delivery.
Contactless pick-up: Frozen, Chilled and Ambient goods. Collect from store between 10am and 3pm Monday to Sunday.
Wellington Central bicycle delivery: Chilled and Ambient goods. Provided by NoCar Cargo. Same day delivery for orders received before 1pm. Next day for orders received. Deliveries Monday to Friday only.
New Zealand wide courier delivery: Provided by PBT. NOT AVAILABLE TO RURAL ADDRESSES. Delivery 1-3 days at present. Deliveries Monday to Friday only.
We will no longer be shipping to rural addresses due to the complications and costs involved. Apologies for any inconvenience caused by this change, however it allows us to focus on better serving our local customers. You can check whether your address is rural by using the PBT Couriers' Rural Address Finder: http://pbt.co.nz/track/ruralfind.html
After many thoughts (and second thoughts, and third...) we have decided that following one final open day tomorrow (Wednesday 10am-5pm) we will close V1 (including online sales) for the duration of the 'Level 4' shutdown. It was not an easy decision as we probably could have continued as an Essential Business, but we think this is the best call for our family, and our community. We will be taking all precautions tomorrow, and llimiting numbers of people in store - but we will (carefully) accept cash (and eftpos) and also take web orders for final dispatch on Thursday. Thank you for your ongoing support and frequent kind words. Much love from the V1 whānau - Manda, Lilinoe, Katarina, Kristy and Russell