Home » Espresso and Coffee How To Articles » News » COVID-19 Update and Store Policies

COVID-19 Update and Store Policies

COVID-19 Update and Store Policies
Category: News
Author Name:
Posted:
Comments: 0 [Post]
Synopsis:

We continue to offer Curbside Pick Up.

 

To our valued Customers,

Please read our Updates and Covid Store Policies:


Update Friday January 22, 2021

Unfortunately we had to close our doors to the public starting Monday November 23, 2020 as ordered by the Ontario Government.

However, we continue to offer the following services:

  • Curbside pickup of your online, phone or email orders.
  • Curbside ordering at Door #1, ring the doorbell.
  • Curbside Pickup of your repaired appliances.
  • Curbside drop of for your appliances requiring service (by appointment only).
  • Online, email and phone customer support
  • Field service support of our commercial customers

We have plenty of parking spaces right in front of the pick up door.

You can enter the Vestibule DOOR #1 and ring the bell for service. We are not allowed to let you into the Showroom but we can help getting what you need to the door.

If you are a commercial customers (food service or office coffee) please email or call us with your order so we can have it ready for you upon arrival. If you want to see our commercial machines, please make an appointment.

Thank you for your understanding and supporting local businesses.

Temporary store hours for curbside pick up and drop off:

Monday to Wednesday  9AM to 4PM
Thursday and Friday      9AM to 6PM

Saturday and Sunday CLOSED

Please book an appointment at https://espressoplanet.setmore.com/  to drop off your Espresso Machine or Grinder for repair.

Our website and shipping department are fully operational, so we can send all of your coffee and gear directly to your home. We continue to offer free shipping on orders over $30.00 except heavy items such as syrups and sauces.

We are currently shipping 2-3 business days after the order is placed.

Canada Post and UPS are currently experiencing shipping delays and this can affect your order's arrival time.

Canada Post Statement
Canada Post is currently backlogged, pending on location 1-3 days or more

UPS Statement

We apologize about the delays, our staff is hard at work processing online orders.

Curbside Pick Up:

We continue to offer Curbside Pick Up for your convenience during above hours. Please place your order online and select Curbside Pick Up as your shipping preference. Wait for our confirmation email letting you know that your order is ready for pick up. Park your car on the west side of our store along Tomken near the Door marked with curbside pickup. Call us once you parked your car for instructions. Please have your order ID and photo ID available.

Curbside Drop Off for Equipment Repair:

We do offer Curbside Drop Off for Espresso Machine repairs during above hours. Please book an appointment at https://espressoplanet.setmore.com/ or contact us via email so we can schedule an appointment and send you detailed instructions.

When placing an order with multiple items, please indicate in the comment field how we should proceed in the event that one or more items are on Back-Order or Pre-Order Status.

Please choose to either:

A. Cancel your entire order

B. Ship in-stock items and refund for back ordered item(s)

C. Ship in-stock items and ship back ordered item(s) separately, once available.

 

Please use the contact form to communicate with us for the fastest response. Please only call in an emergency, as our call volumes are unusually high.

Contact Form: https://www.espressoplanet.com/help.php?section=contactus&mode=update

Please note most of our staff is working remotely from Home. Please be patient with our response times and any background noise. Please expect processing delays for requested returns. We will be extending return policies during this difficult time.

Our parts department and field service technicians are still available to support our customers via email.

We are very concerned about the safety, health and well-being of our customers, employees, partners and families. We have set up assessment and risk management teams to closely monitor recommendations by Health Canada, the Ontario Ministry of Health and the WHO.

We are working closely with suppliers and partners to assess the impact on core product category supplies and provide recommendations for implementing policies on how to manage that impact.

While we keep high levels of inventory, the global response to control the outbreak of the new coronavirus, COVID-19, may influence our product supply chains, including logistics and shipping, as almost all products originate from China, Italy, Germany, France, Switzerland, India and other countries that experience high risks and outbreaks.

Some specific actions and policies we’ve taken:

  • Increased hand washing, sanitation stations and increased the frequency of sanitizing high traffic areas and surfaces
  • Maintain 6 Feet or 2 Meters Physical Distancing. Please pay attention to our floor markings.
  • Enforce Peels mandatory Mask Policy available at:
    https://web.mississauga.ca/city-of-mississauga-news/covid-19-recovery/mandatory-face-covering-by-law/
  • Employees are encouraged to self-assess and stay at home in case of suspicion of illness and contact Health Practitioners.
  • Employees are protected by plexiglass shields and dividers where deemed necessary.
  • Our washroom is closed to the public.
  • More frequent communications with our Suppliers and Partners to learn how they are affected and increase our inventory levels where possible.
  • Explore options to ramp up alternative products, suppliers and additional supply options. For example, we have shifted from Chinese suppliers to suppliers in India for some product categories.
  • Upon arrival at customers site for commercial field service calls, disinfect the outside of machine panels, screens etc. before and after the service call

Do not hesitate to contact us if you have more specific concerns or questions. Thank you for your understanding, patience and supporting local businesses.

R. Peterson

President and CEO

About the Author



Comments on COVID-19 Update and Store Policies

Start the conversation by being the first to comment!

Share comments

Your Name: *
Comments: *
Please Note: HTML Markup will be automatically removed.
The ability to post urls has been disabled by the site administrator.
  *
 
Copyright © 1999-2021 Espresso Planet - Supramatic Inc.
Copyright (1996) 1999-2020 Espresso Planet. All Rights Reserved. Certain names, logos, designs, titles, words or phrases constitute trademarks, service marks or trade names of Espresso Planet, SupraMatic Inc., Schaerer Ltd., Thermoplan Ltd., Breville, Delonghi, Jura, Solis, Saeco, Krups, Capresso, Gaggia, Rancillio, Rocket, Nespresso, Illy, Lavazza
Sales - Wholesale - Service and Repair of Espresso Machines and Coffee Makers in Canada - USA - Toronto - Mississauga - Ontario - Victoria - Vancouver - Calgary - Edmonton - Saskatoon - Regina - Winnipeg - Thunder Bay - Sudbury - Windsor - London - Kitchener - Barrie - Oakville - Kingston - Ottawa - Montreal - Quebec - Fredericton - Moncton - Halifax - St. John's - British Columbia - Alberta - Saskatchewan - Manitoba - Quebec - New Brunswick - Nova Scotia - Newfoundland