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Coronavirus Notice

We Care About Your Health and Safety

At ConfidenceClub we are hard at work ensuring we continue to provide reliable,
safe supply of products while protecting the health of our customers and staff.

ConfidenceClub were founded on the belief that there was a better way to provide continence management supplies and we are continually looking for ways to better support our community. We are proud of our home delivery model and the benefits it brings which are more important now than ever.

 

Each morning we wake up to new headlines as the impact of COVID19 on the world, Australia and local communities grows. We are doing whatever we can to help make things a little easier during this time and wanted to let you know the extra steps we are taking, to ensure we remain a trusted and reliable supplier to you, while offering a safe and secure environment for our staff.

Product Availability and Customer Service

Working to ensure your products are available now and into the future.

Across the country many essential products are seeing a huge increase in demand and continence management supplies are no exception. This has meant a surge in orders that we are managing five ways:

 

  1. Working with suppliers: Our product management team are working with our suppliers to bring in more shipments and increase manufacturing to keep our shelves stocked across our range. ConfidenceClub products are sourced globally which has mitigated supply chain issues but shipping time can mean some stock levels may run low before new containers arrive.
  2. Monitoring inventory: Our online team are checking inventory throughout the day to ensure we accurately reflect our stock availability and expected restock dates.
  3. Pre-Ordering: We are giving customers the option to pre-order items with an estimated restock date shown on the product listing, as well as adding a waiting list option for products with longer restock periods.
  4. Customer communication: Our customer service team are working with customers to keep them informed and will recommend alternative options for any product that is out of stock to ensure they have access to a solution.
  5. Extra staff: We have increased warehouse and customer service staff and continue to offer same day processing for orders placed by 10am of in-stock items

Delivery Update

We are working with our delivery partners to endeavour to deliver products
within our normal timeframes, but some delays are being experienced.

ConfidenceClub products are delivered via both courier and Australia Post, and while we are working hard to minimise impacts to our services, both are experiencing some delays across their networks due to the substantial increase in demand for home delivery throughout Australia.

We ask for your patience if one of these delays affects you and recommend allowing for these disruptions by placing orders earlier than usually, to ensure you get your supplies in time.

For further information on delivery services visit Australia Post and CouriersPlease

Taking Care of Our Customers and Team

We have shifted our customer service and management team to working from home.
While our warehousing and delivery partners have new procedures to ensure the safety
of their teams and protect the health of our customers.

Distribution staff follow strict health and safety protocols in line with Government advice both while in transit to and working in our warehouses. This includes the use of medical grade face masks, temperature checks, hand sanitiser and anti-bacterial wash stations with regular handwashing protocols, and social distancing rules.

Delivery drivers are implementing new protocols as COVID19 restrictions evolve this includes leaving parcels at the door (where safe to do so) and no longer requiring signatures or direct contact.

We pride ourselves on providing the highest levels of service to all our valued customers. Being able to do this depends entirely on the health and wellbeing of our awesome team. As an online business we have always used technology to enable our staff members to work remotely. The transition to work from home has been seamless and there has been no impact to our high quality of service.

Ways You Can Help

There are a number of ways you can help us to ensure we can continue to deliver
support to the millions of incontinence sufferers across the country.

Never Run Out

It is a natural response to stockpile extra provisions in these crazy times, however we have a unique and better way for you to have all the stock you need, when you need it, and it allows us to support more people through this period.

When you choose our Never Run Out service our system can consider your current and future supply needs and reserves stock for you to ensure your continued supply. That's peace of mind for you and shelves with stock for others.

Understanding

Our team are working hard and just like our community are feeling the impact of COVID19 restrictions on their everyday lives, we ask all our customers to be respectful and understanding when dealing with our customer service representatives.

To speed up our interactions with you and help us serve as many customers as possible, please be sure to have your order details on hand for any enquiries and your payment details ready when ordering.

Plan Ahead

If you prefer to order as you need, we encourage you to allow extra time by ordering ahead of when you need so that you are not impacted by any unforeseen delays.

Caring for You and Your Families

Our thoughts and prayers are with our customers and the broader community.

We hope and pray that the world finds a quick solution to this virus and that you and your families stay safe and well. If there is anything that we can do to better serve you or to help, make your lives a bit easier then please let us know.