We're doing all we can in the circumstances.
Please be assured that we are doing everything possible to protect our customers and staff during this challenging time, but we remain open for business as long as carriers are able to distribute parcels.
Following the prime-ministers announcement issuing a second national lockdown, effective 5th November 2020, we continue to operate with a skeleton staff to prevent any possible chance of social contact.
The team members involved are family members who are not required to socially distance and they are working very hard to maintain service as usual.
Please note however, that due to the increased workload and uplift in demand at peak season, there may be slight disruption to our service, although we anticipate this will be minimal and are working extremely long hours to ensure we can fulfil our promises to you.
Please consider though that we are only human, so we really appreciate your patience and understanding if something isn't quite right.
Is it safe to buy from Heat Treats?
We're operating in line with advice from the World Health Organisation and the government. We continually make sure that all appropriate health and hygiene standards are adhered to.
Will I still receive my order?
Please feel confident that we're monitoring the situation very closely and will be in touch if there's any update to your order status, exchange or refund. We are also receiving updates from Royal Mail about interruptions to their service in areas across the UK, and will post these on our blog as and when we have them.
What about the delivery of my purchase?
It is important to mention that whilst Royal Mail are still making deliveries we are still sending orders BUT, their special delivery service is no longer guaranteed by them to arrive next working day.
Couriers and Royal Mail are experiencing a demand of 80-85% more than the same time last year whilst operating with between 15%-25% reduced workforce due to self-isolation, absences through illness as well as sorting office closure 3 days per week to uphold safety guidelines.
As a result estimated timescales for expected delivery are suffering significant delay's of up to 2 weeks in some cases; please therefore be patient, your order will get to you.
We recommend you choose 1st class delivery if you need to receive your item/s quickly as the free shipping option we offer is 2nd class, which is not being prioritised by Royal Mail.
As we only have 20% of our workforce running all departments and get your orders sent in time, please try not to contact us to chase delivery of your item unless at least 2 weeks from shipping has passed as we will not be able to provide any other information or take action until then.
We'd like to thank you for continued support during this time and we will endeavour to continue as long as possible.
In the meantime, take good care - stay safe - be kind.