Post COVID-19 Delivery and Back Order Update

Due to the pandemic and the resultant changes to Practices’ working procedures and PPE requirements, we understand that many of the products ordered before lockdown are potentially no longer required or suitable for their intended use.

Consequently we have attempted to contact every customer with a back order dated prior to 4th April 2020 by email to find out if they still wanted us to fulfil the back order or cancel it. Where we did not have an email address we have made a concerted effort to contact our customers by telephone instead.

We gave an official deadline for Practices to let us know their wishes of the 22nd May, but actually extended it until the 8th June to allow as much time as possible for customers to respond to the email or telephone contact.

Where we have not been able to obtain a response to our email or telephone contact we have cancelled the back order in order to minimize any inconvenience and unnecessary expense to our customers. However, if you would like us to reinstate some or all of the original back order please contact us by email or telephone and we will be delighted to do this.

Regarding back orders created after 4th April 2020, we have assumed that Practices will still be wanting us to fulfil these orders as soon as we receive the stock from our suppliers and the Practice is open and ready to receive the order. If this is not the case please contact us by email or telephone to cancel the appropriate product or products from your back order.

We believe these actions were in the best interests of our customers and trust you will agree.

Can we take this opportunity to make you aware that unfortunately, due to circumstances outside our control, the next day delivery service is not guaranteed at present, but we will strive for this wherever possible.

Finally, we hope all of our customers will stay well and safe during these trying times, and we look forward to providing you with the best possible service and support.