COVID-19 UPDATES

Alert level 2

Our stores are open at Level 2 with some restrictions, plus safe hygiene practices and contact tracing in place. Our full range is online 24/7. Our team is doing its best to support all customers, thank you for being patient with us.

Level 2 Frequently Asked Questions


Stores & Services


Are stores open?

At Alert Level 2, our stores are open. At Alert Levels 3 & 4, all stores are closed to the public for everyday shopping but our full range of products is available online. For regions at level 4 we have small teams processing and fulfilling essential products from some Auckland locations including our North Island Fulfilment Centre.

Are there any changes to store operating hours?

At Alert Level 2, stores will operate at their normal hours.



Safety


Will I need to wear a mask?

Yes, by law the New Zealand government requires all customers entering our stores to be wearing a mask. If you do not wear a mask and can not prove you have an exemption you will not be able to enter.

What distancing precautions are in place in-store?

In order to maintain social distancing, we're limiting the number of customers in store at any one time. When you visit our stores, a safe distance of 2 metres is required from other customers and our team, both inside the stores and in queues. Our team members will use appropriate PPE.

Will I have to queue to enter the store?

You will only need to queue if the store has reached its permissible limit of people within the store at any one given time. This limit is different for each store based on its size and will be strictly monitored by a team member at the store entrance. When the limit is reached, you will be admitted on a one-out one-in basis and therefore might have to join a queue. Please maintain a safe distance of 2 metres while doing so.

What additional hygiene practices are you using in store?

Besides regular wiping down and cleaning, there are hand sanitiser stations in stores that you can use. 

Aren’t you putting more team members, the public at risk?

Our stores are open in line with government guidelines for Alert Level 2 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

What are your precautions for items like headphones etc?

While in Alert Level 2, you need to ask a team member for support if you would like to try certain items such as headphones or smart watches. The items are sanitised by our team members after every trial. 

How are self serve checkouts being kept safe?

Every second checkout will be open and sanitised on a regular basis throughout the day.

How do I know trolleys are clean?

We clean all high contact surfaces like trolleys regularly, however if you wish to do it yourself, we can provide you with paper towels and disinfectant spray. 

What measures are you taking to ensure customer safety with deliveries?

"*Deliveries will be 100% contactless for everyone’s safety.

*We’re shipping with safety in mind. NZ Post deliveries will be left at your door.

*We will coordinate any oversized deliveries directly with you to ensure there’s always 2-meters between you and our delivery team."

How are you keeping your fulfilment teams safe?

Our fulfilment centre and delivery teams will all be following strict health & safety protocols. They will be keeping a safe distance of greater than 2 metres between themselves and their fellow team members. And as always, following good hygiene practices of hand washing and sanitising, and ensuring that team members who are unwell stay away from the workplace.

What safety measures are your team taking to stay and ship safely?

We are working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 regulations around wearing masks, safe distancing, cleaning protocols and not allowing unwell team members at work.

How are you protecting vulnerable team members?

We are following all Ministry of Health guidelines to ensure the safety of our vulnerable team members. There are strict hygiene and safe distancing requirements in place, and our team members have access to PPE when required.



Payment


What payment types can I use?

We currently accept a range of payment methods including:

- Visa

- MasterCard

- American Express

- Purple Visa Credit Cards

- You can also use Click to Pay

- Zip is also available with a minimum spend of $50.

Are your prices changing?

Our low prices are staying in place - no sales or promotions necessary.

What is the contactless Paywave limit?

You can do contactless Paywave payments up to $200 at our terminals. If you use ApplePay, there are no limits for contactless payments.

Can we still apply for finance?

Yes, you can apply for finance in store. 

Are you offering laybuys?

Payments for existing laybys can be made in-store at Alert Level 2.



Delivery, Pickup & Returns


Are your deliveries contactless?

We are shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot.

In case of oversized deliveries, we will coordinate directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

When will I get my order?

We will try to get your order to you as quickly as we can, however if there is high demand you may experience some delivery delays. For up-to-date delivery timings please refer to the ‘Delivery and returns’ section on the product page of the item you are purchasing.

When is the expected timeframe for deliveries?

We will maintain our delivery time frames for the Warehouse Stationery for small and oversized product. Deliveries may be delayed due to high order volumes, but we will do our best to deliver your order as fast as possible.

I ordered something and it hasn't arrived yet, when will it be delivered?

Our teams are working at pace to get these delievered to you as fast as possible, however if there is high demand you may experience some delivery delays. You can check our delivery page for the most up-to-date information on delivery timings or if you're a registered user, you can track your order from your account.

Why have I only received some of the items in my order?

We are working as fast as we can to get your order out to you. Orders with multiple items may be delivered as separate packages. If you have received part of your order, please be rest assured we are working hard on getting the rest of the items to you as quickly as possible."

Why is my order arriving in separate packages?

We are working as fast as we can to get your order out to you. In some cases, orders with multiple items may be delivered as separate packages. When your order comes in, we look at each product and see where we might get the item/s from to get the products to you as quickly as possible. Sometimes, stock of particular items might be low in one distribution centre, so rather than making you wait for your full order, we send out what we can and source the other items from other distribution centres or dark stores. Thank you for your patience.

How long will it take from order to collection of a print & copy order?

If an order was placed before 2pm, it will be ready for collection on the same day. Please note: This excludes large orders. Same day collection is also subject to store workload so please call store to confirm if you want to pick up on the same day. Same Day service only applies to services and products made in store, like Photocopying & Printing, Photo Printing, Personalised Mugs, Wide format printing (A2 to A0), and Laminating and Binding. All other products are made off site and will be available within 5-7 business days.

How will queues be managed?

Our team members will be there to manage queues. They will also mark waiting points 2 metres apart so safe distancing can be maintained.

Can I cancel my order?

If you would like to cancel order, please email us at [email protected] and be sure to include your order number.

I haven’t been notified that my order is ready yet. Why is it taking so long?

We're facing increased online demand and courier delays. We're really sorry about this, please be patient. We will contact you soon. Please check our delivery page for the most up-to-date information on delivery timings. If you're a registered user, you can track your order here .

Can I return my order to my local store?

Yes, you can return your item to stores under Alert Level 2. To give you peace of mind, we have temporarily extended our No Worries Returns Policy from 14 days to 30 days starting from the beginning of Alert Level 2 and not the date of your purchase.

For further details on our full returns policy, please click here.

Can I exchange my product for another?

YYes, you can exchange an item instore during Alert Level 2 as long as it is still in a re-saleable condition. Please see our full returns policy here. https://www.warehousestationery.co.nz/content/information-about-returns.html . At Alert Levels 3 & 4 our stores remain closed for everyday shopping and will not be accepting returns.



Contact Tracing


Do I have to sign in?

In line with the New Zealand governments recommendation, we encourage all customers to scan in using the COVID 19 QR tracing app before entering our stores and for those who do not have the app, we will have a manual sign-in process in place.

Are you filming and recording my data?

We take your privacy seriously. When you shop with us, we may collect information from or about you, including CCTV footage and other security technologies. For details on how we handle your personal information, please see our Privacy Act.

How do I sign-in at my local store during Alert Level 2?

In line with the New Zealand governments recommendation, we encourage all customers to scan in using the COVID 19 QR tracing app before entering our stores and for those who do not have the app, we will have a manual sign-in process in place.

Why don’t you provide a manual sign-in option?

As a retail store, we are only required to have the COVID QR code available for customer sign-in and are not required to have a manual sign-in for our customers, this is a specific exemption covered in the government Covid-19 regulations.



Products & Services


Are there limits on products?

Currently, there are no limits on products.

Will I be able to get my order from store if I ordered online?

At Alert Levels 2 & 3 you can order online for Click & Collect. Learn more about Click & Collect here. At Alert Level 4 we will only be offering delivery.

Will you be carrying out installations and assembly?

Yes, we can carry out assembly of products during Alert Level 2. Unfortunately under Alert Levels 3 & 4 our installation and assembly services are not available. If you have a booking for a service and you are in a Level 3 or 4 area, it will need to be rescheduled. Please contact our team once our stores reopen to arrange a new appointment.

No, currently there are no limits on any products.

Will you take repairs/faulty items?

Yes. Please refer to our Returns Policy here. Unfortunately, we aren’t accepting repairs or faulty product returns under Alert Levels 3 & 4. You can bring your item in once stores reopen under Alert Level 2.

Can I have photos printed or have someone use the Print and Copy Centres?

Yes, you can. Photo kiosks and self-serve copiers will be regularly wiped down and only every second machine will be available to ensure social distancing of 2 meters.

What will happen to my item if I have sent it in for repair?

You will be able to pick up your item once we make sure the repair is complete. We will contact you when your item is ready to be collected.



Click & Collect


How will safety be ensured for Click & Collect under Level 2?

We have a Working Safely at Alert Level 2 Policy that is in line with government guidance on operating safely under Alert Level 2.

Under Level 2, stores will:

- Practice safe distancing and to support this there will be barriers, signage and other equipment

- Ensure surfaces, including trolleys, are cleaned regularly

- Have hand sanitiser stations available at entries for customers

- Have signs and radio announcements about safety

- Ensure team members wear masks at all times

- Gloves will be worn when completing tasks that require it, and hand sanitation is enforced.

How will queues be managed?

Our team members will be there to manage queues. They will also mark waiting points 2 metres apart so safe distancing can be maintained.

What will happen to my click & collect order that was placed before the lockdown occurred?

If you have placed an order for click & collect prior to the level 4 lockdown, and you're in a region that is at alert level 2 or 3, you can now collect your order. You will be notified when it's ready for collection. If you are in a region under alert level 4 restrictions, you will need to wait until level 3 to collect your order from our stores.

Can I change my order that I am getting delivered to Click & Collect instead?

If you would like to change your delivery to contactless Click & Collect, please contact our Customer Care Team on 0800 222 246 Monday – Friday 8am-6pm, and they will assist you in making the adjustment to your order.

Are you still running Click & Collect outside your stores?

At Level 2, you’ll need to collect your click and collect from inside our store. At level 3 we will run a contactless click & collect service from pick-up point outside of stores where you can provide your order number and collect your items in a safe and contactless way.

During what times will Click & Collect be open?

Click & Collect will run as per our store trading hours for regions in alert level 2.

Is the Click & Collect option free?

Click & Collect is a completely free service!

How long will it take from ordering to collection?

We will notify you by email when your order is ready to be collected. Generally it takes only a few days but there may be delays based on anticipated increased online orders.

Why is my Click & Collect order taking so long? Can’t they just go into the store and grab the items that I want?

Your collection store might not have all the items you ordered in stock. Therefore, your order may need to be picked from elsewhere and sent to your Click & Collect location, causing the delay. We're sorry about this.

Can someone else collect my order for me?

Someone can collect the order for you, but they will need to bring the order number and the surname of the person who ordered it. They may also be asked to present their ID so that we can note in our records who collected the order.

I haven’t been notified that my order is ready yet. Why is it taking so long?

Our team is working hard to get all of your orders ready to collect as fast as possible. Some stores may not have the product in stock, so we will either be fulfilling your order from our central fulfillment centre or relying on our suppliers and their distribution network to help. Unfortunately, we are unable to transfer between stores during this time as we are focusing on using our fleet to move products from our distribution centre to stores where they are urgently needed.

Where there is a delay, we will endeavour to let you know. Rest assured, we are working hard to ensure we can fufill your order as soon as possible."

How will you notify customers that their orders are ready for collection?

We will email and/or text you when your order is ready at your selected store for you to collect.

How will customers be identified at the point of collection?

The person collecting the goods needs to show ID. Acceptable ID types are photo IDs such as:

- New Zealand driver's licence

- Passport

- 18+ card

- Photo Credit Card

How do I collect large bulky items from store?

If you require assistance lifting oversized or heavy items into your car, please speak to one of our team members and they will endeavor to help you if we can do so safely. They will be required to wear PPE and we will require you to keep a safe distance from our team members while they do this. The team member(s) will not be permitted to go on or in any vehicles to assist. You will be responsible for ensuring your item is secured for transport.

Will the full range be available?

Yes, Click & Collect will be available across our usual full online range, except if you are in an Alert Level 4 area where this is not available.

What if there’s no room in my boot?

We recommend that you leave sufficient empty space in your vehicle before you come to collect your package.

What if something is missing from my order after I pick it up?

Please contact us via our online form and be sure to include your order number so we can resolve the issue as soon as possible. [email protected]

Can we use this service to order large items such as furniture and fridges?

Oversized items are available for contactless Click & Collect but you should make sure you have room in your car or a trailer to be able to transport them home safely. In case of large items, we will not be liable for damage which occurs once the items have been handed over to you as part of the collection process. You will be responsible for ensuring your product is secure for the journey to your destination.



We encourage all customers to download the NZ COVID Tracer app.

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