** UPDATED ON MARCH 10th, 2021 **
SHIPPING DELAYS ARE CAUSED BY COVID-19 ISSUES IN YOUR COUNTRY, SERVICES ARE DELAYED, CUSTOMS AT IMPORT ARE MUCH SLOWER THAN USUAL. We have no control over this.
The shipping delays to a number of countries we have experienced over the past 9 months are ongoing so we recommend that customers remain patient if delivery times are still slower than normal. Known counties that are affected with shipping delays:
- United States (Around 14 – 21 days but can be longer due to customs at JFK/New York delaying packages – please see our information on US Customs below)
- France (7 – 14 days however French customs are causing problems with delays)
- Spain (around 14 days)
- Australia (currently around 21 days, some areas may have quicker delivery)
ISSUES WITH CUSTOMS:
In the US, France, and some other countries we have seen customs holding packages at import for more than 20 days. This is no doubt related to the pandemic, but we must stress that Retro Refurbs has NO control whatsoever over import customs in your country. We cannot instruct them to release packages. You may contact your local Post Office or Customs Office for more information on your item.
For US Customers we have found a phone number and an online form submission if your package is stuck with customs for more than 7 days. There are 2 numbers you need to call for the NY Customs office, the first is 1 (800) 275-8777 and you will go through some automated process to start a claim for your package, then call 800-222-1811. Please have your tracking number handy and all personal delivery information. This process is something only you, as the customer can do, we cannot do this for you. After 24-48 hours your package will be released and USPS should delivery it within a few days.
All customers WILL receive orders regardless of delays and all packages are insured against loss or damage, but we ask that you remain patient if your order is delayed.
We are currently shipping to all countries again with no restrictions.
RETRO REFURBS BUSINESS HOURS:
Our standard operating hours remain unchanged:
- Monday to Friday – 10:00am to 4:00pm (GMT / UK London time)
- Saturday to Sunday – CLOSED
Please note that telephone support is NOT available at this time due to staff working remotely during the ongoing pandemic, but we aim to answer all emails within 24-48 hours.
All emails received after 4:00pm (GMT / UK London time) on Friday evenings will NOT be answered until the following Monday morning. Please DO NOT send repeated emails over the weekend as this will not speed up a reply and actually makes more work for us to sort through, delaying a response further.
OUR ORIGINAL CORONAVIRUS STATEMENT FROM APRIL 4th, 2020:
Amid the developing Coronavirus (COVID-19) outbreak we all find ourselves in an exceptional situation, affecting the whole world and the Retro Refurbs management would like to take the time to reassure our customers that we are taking actions as a responsible business to manage the health and wellness of our team while continuing to work with the minimum of interruption.
We are following the guidelines set out by the UK Government and will continue to monitor the situation closely every day.
Cleaning in our work environments has intensified and with most of us able to work from home we can ensure that our business and service will continue as usual, while maintaining social distancing.
At present our production is still operating at full capacity and orders are being successfully delivered to our customers around the world, even in countries enforcing strict lockdowns and closures. However it may be expected that some orders will be delayed in shipping during these uncertain times and we ask that all customers remain patient if that is the case.
Despite restrictions on travel, we understand that goods are still moving in and out of all countries quite well with delivery services working as normal. Small delays are possible.
We appreciate your understanding as the situation evolves and reassure you that we are available to fulfil your requirements when placing orders.
If you have any questions, please do not hesitate to contact us.
Thank you for your continued support.