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COVID-19 Update & FAQs

6th June 2020 – OfficeMax COVID-19 Update

As we move towards Alert Level One I wanted to take this opportunity to thank you on behalf of the OfficeMax team across New Zealand for your patience, understanding and support over the last three months.  

The core of our purpose at OfficeMax is to supply you with what you need, when you need it. We know that at times, during the last few weeks we have failed to provide the level of service you’ve come to expect from us, with delivery timeframes especially being a key source of frustration for many. My apologies for being unable to consistently meet both your and our expectations.

Deliveries
While we are improving and are processing all orders received on a daily basis, it will take a little longer to return to pre-Covid service levels.

We are assured by our delivery partner, Courier Post, that they are rapidly clearing the back-log of outstanding deliveries. They have increased their processing capacity by opening new locations in key centres across the country and have deployed extra resource to recover their normally excellent service levels.

Please continue to order as early as possible online to allow for extended transport times. We’ve recently implemented an easy to use courier tracking tool, which is available for most orders placed online - you can find out more here.

Retail Stores
Our most popular and regularly ordered products are stocked in our Retail Stores and may be a convenient option if you have urgent requirements - you can even call ahead to check with the team that they have what you need.

To find your nearest local store and their phone number click here, all our stores are open Monday to Friday from 8.30am to 5pm.

Products
Stock of products like hand sanitiser and masks, which were initially restricted to our essential services customers, are now readily available to all customers, as local and international supply chains continue to improve and normalise. Availability of some grades of gloves remains under pressure, however we are anticipating an easing of supply very soon.

Returns
I’m also pleased to advise that our delivery partner Courier Post has now resumed collection of products that you may wish to return to us.  

For orders placed between 12th March and 3rd June you are now able to request to have returnable items picked up. To assist with the smooth return of those goods ordered during this time we have extended our usual 14 day returns period, giving you until 2nd July to request a return.  

You can find all the details on what products can be returned, and how to arrange for a return on our website here.

Finally, I’d like to welcome back those businesses and schools which have now re-opened - your local OfficeMax Account Manager is here to support you with your business or educational needs.

Thank you, once again, for your patience and ongoing support.

 

Kind regards

Kevin Obern

Managing Director


Have 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 2 phase?
OfficeMax remains open and has changed the way we operate;
  • Our focus is on helping New Zealand businesses and schools re-open by delivering products to help you work, learn and connect.
  • Our distribution centres continue to operate along with our delivery partners, however delivery timeframes are extended as courier services are still experiencing significant pressure across the country.
  • Your usual Account Manager is available by phone or email to provide information and guidance on your ongoing or revised needs. Site visits are now possible on request, subject to a risk assessment and following Ministry of Health guidelines. Please let your Account Manager know if you have any specific additional health and safety requirements prior to their visit.
  • Our Retail Stores are re-opening from Thursday 14th May, however you will notice a few changes to keep our team and visitors safe. To find your nearest local OfficeMax Store please click here.

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?
Ongoing, significant demand of parcel deliveries across the country, as well as social distancing and hygiene requirements during the packing and delivery process has resulted in extended delivery times.

Our delivery partner, Courier Post, has advised that it can take several days longer than our usual ‘next business day delivery’ for orders.

Products that you order may be delivered on different days, and in some instances items which are classified as ‘Dangerous Goods’ e.g. hand sanitiser can currently take longer.

We are in constant communication with our transport providers and are working with them to implement improvements. Click here to hear more about these.

We will supply your products as quickly as we can, so please kindly only contact us if your order has failed to arrive after five working days from when you placed it.



Can I change the delivery address of my order?
Yes, users are able to alter their delivery address(es) 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.


Will my delivery be contactless?
Yes, all courier deliveries will be ‘no signature required’ to ensure contactless delivery.



Back orders


I have not yet received a specific product on my order, when will I receive it?
Like other businesses, we have experienced unprecedented demand for hygiene and personal protection equipment (PPE) items. 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.



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, hygiene and personal protection equipment (PPE) product categories are impacted by supply constraints and we have temporarily removed some of the impacted products from our website.
Our procurement team have been working around the clock to secure further volumes and we anticipate being able to make these products more broadly available on our website for you to access subject to availability.
We request you ‘shop normally’ to maintain stock availability for all.


Contacting us

I cannot get through to the OfficeMax National Contact Centre
We have deployed some new, digital telephony modifications to improve our response times as remote working has created some challenges for our customer services team to respond as quickly as we would like to your enquiry.

If you need to place an order or check stock availability, in the first instance please go to officemax.co.nz.

If you have a question please email us at enquiries@officemax.co.nz - we appreciate your support in keeping our call centre phone lines as free as possible.

Your usual OfficeMax Account Manager is also available to provide support with whatever you may require.


Can I still get in touch with my usual contact at OfficeMax?

Yes, all staff are available on their usual contact numbers or via email.


Can I place an order with my local OfficeMax Store?

Yes. From Thursday 14th May our Retail Stores will fully re-open, however you will notice a few changes to keep our team and visitors safe. To find your nearest local OfficeMax Store please click here.


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.

 
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