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COVID-19 Update & FAQs

27th March 2020 - Alert Level 4, OfficeMax COVID-19 Update    

As we now enter into a new phase in the fight against COVID-19 I want to update you on changes to our operations in support of the Government’s requirements for the Alert Level 4 period.

As OfficeMax is part of the supply chain delivering to essential business and services we will continue to supply these organisations the products they need to ensure they can maintain their operations, such as cleaning, hygiene and personal protection equipment.

The safety and well-being of our own OfficeMax family remains our highest priority and we are observing all hygiene protocols as per the Ministry of Health guidelines.

We are also working closely with the Ministry of Business, Innovation and Employment (MBIE) who are guiding us daily on where to allocate stock with a special focus on personal protection equipment and hand sanitiser ensuring we supply to where it is most needed.

Our procurement team continue to work with our suppliers to secure further volumes of essential products and we hope to make them more broadly available once business returns to normal in the future.

We will keep you regularly updated as our operation evolves over the coming weeks.

Please keep safe and healthy.

                 

Best regards,
Kevin Obern

Managing Director
OfficeMax New Zealand



Have further questions? See a range of FAQs below:

Please note: these FAQs may be updated frequently as the situation continues to evolve and as we are directed by Government.

General

What is your MPI (The Ministry for Primary Industries) number?
The reference number that OfficeMax have been issued with is: 11450673757


Will your business be operating at full capacity during the Alert Level 4 phase?
OfficeMax remains open and has changed the way we operate;

  • As our focus is on supplying products to essential businesses and services we are prioritising our capability towards looking after them
  • Our Retail Stores were closed as of 5pm on Tuesday 24th March until further notice
  • Our distribution centres continue to operate along with our delivery partners, however due to the prioritisation mentioned above delivery timeframes will be extended as we also operate our teams in a more physically separated way and increase the level of sanitisation between shifts
  • Your usual Account Manager is available by phone or email to provide information and guidance on your ongoing or revised needs.

What are your contingency plans if you have to shut part of your operations down?
OfficeMax have a detailed Pandemic Plan that outlines this. If you require a copy please request one from your Account Manager.

 

Delivery

When can you deliver my order?
Our distribution centres continue to operate along with our delivery partners.

There may be some extended delivery timeframes beyond our usual next business day delivery as we operate our teams in a more physically separated way and increase the level of sanitisation between shifts. We don’t expect this to be any longer than two working days from receipt of your order.

Can I change the delivery address of my order?
Yes, users are able to alter their delivery address for orders placed online now. This is to facilitate centralised ordering but enable home delivery for organisations still wishing to get staff set up for working from home.

If you wish to restrict your OfficeMax users from making this change, please contact your Account Manager or the Online Support team on 0800 682 638. Please allow two business days for the change to be implemented.


Back orders

I have not yet received my order, when will I receive it?
We are working with Government to keep essential businesses operating and we are taking direction from them on the prioritising of products and delivery.

Like other businesses, we have experienced unprecedented demand for hygiene and personal protection items including face masks, hand wash and hand sanitiser.

Some of these items are unavailable from our suppliers due to raw material shortages, factory production delays and transportation/shipping delays.

We continue to work with our supply chain partners to establish when we will be re-supplied and able to deliver to you.

As a result we unfortunately need to cancel the products yet to be delivered on your order. Please note, you will not been charged for these items.

Restrictions

What are the current product restrictions? Why am I no longer able to access certain products I have ordered in the past?
As a direct result of the unprecedented global shortages and Government direction to supply essential businesses first, we have temporarily removed some of the impacted products from our website and implemented stock restrictions, which are being reviewed daily.

Currently the following product categories are impacted by supply constraints:

  • Hand sanitiser
  • Cleaning supplies
  • Disposable masks and respirators
  • Eye protection
  • Disposable coveralls
  • Disposable gloves
  • Toilet paper and tissues

In addition, OfficeMax is working closely with the Ministry of Business, Innovation and Employment (MBIE) to support them to allocate stock of Hand Sanitiser and key Disposable Masks and Respirators to where it is needed most for the fight against Covid-19.

  • Only account customers who are deemed an “essential service” during the Covid-19 Alert Level 4 period will be able to ‘request to order’ these products from OfficeMax
  • MBIE will then advise OfficeMax daily on what orders we are permitted to fulfil.

Why have some customers received stock of Hand Sanitisers and Disposable Masks & Respirators but I can’t order any?
The product you have requested is in high demand and is essential in the fight against COVID-19. Due to current limitations on stock availability for this product, each week day we submit demand to the New Zealand Government along with our available stock levels.

They then determine and advise us how we are to allocate the available stock across the customer demand. The following day we fulfil orders for these products at the quantity allocation approved by the New Zealand Government.

Contacting us

I cannot get through to the OfficeMax National Contact Centre/my account manager.
This situation is creating an unprecedented number of calls to our Account Managers and our National Contact Centre, impacting our ability to promptly respond to customer requests. If you need to place an order or check stock availability, please use officemax.co.nz where possible.

Can I still get in touch with my usual contact at OfficeMax?
Yes, all staff except our major Distribution teams are working from home and are available on their usual contact numbers or via email.

How are you keeping your staff safe?
The safety and well-being of our own OfficeMax family remains our highest priority and we are observing all hygiene protocols as per the Ministry of Health guidelines.

All staff except our major Distribution teams are working from home. In our Distribution Centres we have reduced staffing levels as we operate our teams in such a way as to ensure social distancing and sanitisation between shifts.

 
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