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Covid 19 Updates

By: Natalie Times Read: 789

We want to keep you updated on our status every step of the way. Days we will be open, which delivery services may have been interrupted, etc.

Check the date for each update, if nothing has been expanded on, then the situation remains the same for that update.

Friday 5th March 2021

Not Covid related, but still an important update. The company we now share a building with are having their concrete floors redone from Monday 8th March. This blocks access to our packing boxes and all of our products. We will continue to process orders that come in over this period, as we need to process them as we print them. This will help us prep and be ready for when we regain access. Please bear in mind that processing your order does not mean it is leaving us, it is just a means to say we have your order and will pack and ship it as soon as we can.

Monday 22nd February 2021

As you are likely aware we have had many setbacks within the last 12 months. We are sorry to have to inform you that we now have another. As of yesterday, we have been told to self isolate for 6 days. This means that we cannot ship any of the outstanding orders from the last 2 weeks, as we had initially planned. Unfortunately, this could ultimately lead to further delays if either myself or Gemma start to show symptoms during this isolation period. We are keeping everything crossed in the hopes that this does not happen. Rest assured, the tortoises are being cared for well, whilst we are at home and we have got the phone rerouted to my mobile. Please bear with me on the phone situation, as I am also having to do Zoom lessons with my son. Emails will be answered as and when myself or Gemma can find the time in between home learning. 

Friday 18th December 2020

Well, hasn’t it been one hell of year. Apart from working through a Pandemic and having to work out how to actually work through a pandemic. We’ve experienced delays, abuse from customers, a fair few breakdowns, but also some lovely comments on how well we handled things (which are always appreciated). We’d like to thank everyone who’s been patient with us and those who understand that we are all in the same boat, as none of us have ever had to live, never mind work, through a pandemic before. We are now closed for the Christmas break until Monday 11th January. I know that seems like a long break, however, this year has been tough for everyone and Gemma and I are very lucky to have been granted the extra week off that we feel we need right now.

Facebook messages will be answered as soon as I see them, as usual. Emails will be picked up by myself and Gemma sporadically, however, whilst we are out of the office, we cannot deal with anything directly order related, please save those until we reopen.

Happy Christmas from The Tortoise Shop

Friday 27th November 2020

Following yesterday's tier announcements, we will be going into tier 3 on Wednesday. This does not affect anyone who is already booked in for a delivery, we are keeping safe and the couriers will continue as they did throughout lockdown. This does not affect any of our local collections. It does, however, affect non-local collections. If you are outside of the Humber area, you will not be allowed to cross over for a collection. Those who can no longer collect have already been contacted. If you have not been contacted, you are within the area we will allow to collect and we will get to you with our available appointments shortly. Those who choose to wait for the tiers to change will be contacted only when our tiers are below 3 and match (eg. both on tier 2, both on tier 1, no tier 1 to tier 2 and vice versa).

I can assure our local collection customers (who have already placed their order at the time of writing this (12pm))  that collections will not be pushed past Christmas, unless you request it. Please continue to be patient as we work through everyone's requests.

Collections will remain contactless until further notice and for tortoise orders only.

Tuesday 11th August 2020

We are still closed to the public and will remain so until further notice. We will allow tortoise collections, when the tortoises are ready to leave us and through the Christmas period, so long as an order has been placed and appointment booked. We cannot see this changing within this year, but will continue to monitor the situation and review our collection rules. We will only be allowing one person into the building to collect the tortoise. If this is not possible and you need to bring a family member, you will receive contactless delivery to your car. We will not be allowing collections for any order which do not include a tortoise and you will not be allowed to purchase items upon arrival, so please ensure you have ordered everything you need before your collection date (we can put additional orders with your tortoise order, to collect at your appointment). 

Wednesday 23rd June 2020

Following the recent updates on shops reopening, we've taken some time to really think about our own situation, as a small business and personally.
We feel it is not yet time to reopen to the public, but we are working on making our workplace safe for visitors to collect their pre-ordered tortoises and setups, later in the year.
Those who have pre ordered are already aware of the timescales for availability. As detailed in your pre order email, you will receive a booking email when the tortoises are ready for their new homes. This email will contain the option for collection (and a refund of your delivery fee), with instructions on how we will process your collection.
For complete clarity, we would like you to be aware that we will not being allowing children on the premises. If you are coming alone with a child, we will have measures in place for a drop off to your parked car outside of our premises.
Non tortoise orders will remain delivery only for the foreseeable future, to keep traffic through our door to a minimum.
As a team of two, we cannot afford to take health risks at a time when the virus is still very much a threat.
Thank you for your understanding in these strange times.

Monday 11th May 2020

Further to the latest government guidelines, we will not be reopening our shop to the public until social distancing is no longer necessary. 

We are still here during opening hours to receive your calls and emails, and to package and post orders. 

We currently have 1-2 weeks delay on indoor and outdoor housing due to increased demand and slow delivery times for packaging materials. Please bear with us as we work through this busy period at an uncertain time.

Wednesday 22nd April 2020

We're busy busy, so here as per usual opening hours. We are continuing to send orders out almost as soon as we receive them, however, some couriers and Royal Mail depots are experiencing a backlog, so please do not fret if there is a slight delay in your order. Large items will still be sent on a next day service, with the tracking information sent to you via email, direct from APC. So if you do not receive your order the next working day, keep an eye on the tracking information.

Wednesday 8th April 2020

We are in the office during normal opening hours today and tomorrow, but it will be emails only over the Easter break. Gemma will be back on Tuesday for limited hours throughout next week. Orders placed before lunch today, will be posted out today. Orders arriving later, may not leave until Tuesday. We will not send things out tomorrow, as this jeopardises your parcels, due to them sitting/being thrown around the depot waiting to be delivered on Tuesday.

Thursday 2nd April 2020

We are still answering emails and Facebook messages, but will not be available for calls now until Monday.

Monday 30th March 2020

We are working normal opening hours this week to post out and answer the phone, however, it is still delivery only.

Wednesday 25th March 2020

Although we are still taking orders as usual, we have now reduced our working days. We will update on Monday which days we will be dispatching products, but for the time being any orders placed after 12pm yesterday will be dispatched on Friday. 

Tuesday 24th March 2020

We are still taking orders for delivery.

Due to the current lockdown status, we will no longer be accepting customer collections, this option is to be removed from our website immediately and all customers who arrive at the unit will be turned away. Our Unit is too small to keep the recommended 2 meter distancing in place.

All courier's are still running, but with new contactless measures in place.

Monday 23rd March 2020

It is important to note that we are still open and both very healthy. We are happy to welcome visitors, however, unlike in school holidays and due to social distancing, we do not have the space to have entire families visit us. 
In line with social distancing and contactless payments, please place your order through the website, we can then book you an appointment if you wish to collect your order. Please stick to that appointment, so we have the time to disinfect between visits. There are only two of us running this small, but seemingly large company (so we've heard) and we are trying our hardest to keep things normal, however, it is very important that we look after our own health as well as yours, by not overcrowding small areas