As COVID-19 continues to disrupt daily life across the globe, We want to reassure you that the health and safety of our customers and team members is our absolute priority.
To our incredible community, firstly a huge thank you for your continued support during these unprecedented times.
ergoPouch continues to operate, with a few changes to ensure the safety of our staff, customers and communities.
We have a strong supply of stock, and our retail stockists are receiving regular deliveries to keep up with increased customer demand. Please phone ahead to your local stockists to check your desired size, TOG and print are in stock before going in-store to purchase.
You can continue to shop online at ergopouch.com.au for your sleepwear needs. Our warehouse is still operating, and striving to process all your deliveries promptly. To ensure their safety in the workplace and to meet distancing requirements, we've reduced our warehouse staff capacity, and this is slightly slowing down dispatch.
At present, please give us 14 business days to arrange your goodies when ordering from ergopouch.com.au
If you have not received a tracking number from Australia Post after this time, please contact email@example.com. Note, Australia Post tracking may not update, even if the parcel is en route.
Australia Post is inundated with online purchases, so please allow additional time for delivery. We dispatch orders from our warehouse based in Melbourne, Victoria and due to the current surge of parcels in the system, our neighbours in QLD, TAS, SA, WA & NT may face some additional delays (extra 3-5 days on top of standard delivery). International shipments will also experience a delay due to the limited flights available.
If you're experiencing a delay longer than any of the above timeframes, check your emails for delivery updates on your order. If you're unable to locate an update, please reach out to our customer service team with your order number, this is found on your order confirmation email. You can reach us via firstname.lastname@example.org, or through our online chat. Our customer service team is working hard to answer all of your enquiries at this time. Our Customer Service Team will aim to get back to you within 1-3 Business Days.
Please be mindful of the delivery address you are entering on your order (i.e. if you usually deliver to a work address, you may want to reconsider changing that if you expect to not be in your office soon). You may experience a short delay in delivery as our warehouse are currently processing large volumes of orders.
For online orders, we are extending our returns policy to 30 days to cater for families who cannot get to a post office to return their product, due to self-isolation or quarantine. All other aspects of our existing returns policy apply.
If you have returned a product, you may experience a delay in receiving your refund. Our customer service team will communicate with you the expected turnaround time for refunds. If you need to exchange an order urgently, we suggest you first arrange a refund on your existing order, and place a new order for your new size/colour.
Our local carrier Australia Post have implemented their own measures to reduce the risk of transmission, including no longer requiring a signature upon delivery for parcels in Australia. You can read more about their policies here. For international orders, please check local delivery disruptions in your countries before ordering.
Please contact our customer service team via email@example.com if you have any questions or issues. As our customer team may be working from home in line with government recommendations and at our own discretion with their safety in mind, we ask you email first and not phone for more efficient service.
Isolation and quarantine with young families - how to cope.
Taking care of yourself, your family, and your community as we move to a slower and more considered pace of life for the next few months is important. Caring for our physical health and reducing the risk of transmission is well documented by the government with many resources available online and in the media. But many mothers, parents and families may also struggle with the mental health aspects when facing social distancing, self-isolation or quarantine periods with young children, or general uncertainty and fear around the virus itself. Such traumatic and uncertain events may trigger or exacerbate symptoms in those already predisposed to mental health issues.
If you are experiencing any emotional difficulties due to COVID-19, sleep deprivation, postnatal depression and anxiety, and are generally feeling anxious about what is happening or what is to come, please reach out to the organisations below. This also goes for any of your children who may struggle with a change to their daily routines and environment, or feel anxious and uncertain about what’s happening in the world.
Beyond Blue Support Service - call 1300 22 4636
Lifeline Crisis Support - call 13 11 14
PANDA (Postnatal and Antenatal Depression Association) call - 1300 726 306
And finally, the Centre for Disease Control and Prevention are a leading global resource for preparing and coping with both the physical impacts and mental stress during this time, and how to support and talk to your children about COVID-19.
Please let us know any further concerns or thoughts you may have.
Wishing you and your families good health.
Love, eP x