*Please see below for most up to date information on COVID-19 impacts at Hello Chocolate, other FAQ articles may contain information from standard operating procedures*
Are you guys still shipping?
Yes, our warehouse is up and running, though you may experience a slight delay in shipping around Singapore and extra day or two (in some cases it can be even longer) of shipping time while shipping outside Singapore due to the fact that our warehouse and our delivery partners are working under an enhanced safety plan to ensure the safety of our and their employees.
Is it safe to ship and receive packages?
We wouldn’t ship packages if we didn’t think it was safe. We’ve been closely monitoring guidance from the Singapore authorities and they currently believe that there is very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures, and they say there have not been any cases of COVID-19 in Singapore associated with imported goods. You can view the Singapore Infectious Diseases Act here or check current updates here.
How are you handling signature requirements?
Our Singapore delivery partners stopped taking digital signatures on their mobile app. This is to prevent any physical contact exchanged during each deliveries. They have instead, instructed every delivery personnel to instead, take a photo of the unit number/signboard with the item. That would serve as a stronger proof of delivery.
Photos are only sent upon request. We are in the midst of implementing an integration with our partner's system, whereby the photos can be taken on our delivery personnel's mobile app. Kindly give us time as we ramp up our programming efforts.
Delivery status are still updated as per normal.
When will I get my order?
As part of our enhanced safety plan in the warehouse, we have implemented staggered shifts, social distancing procedures, extensive cleaning, and other measures to ensure the health and safety of our team.
Singapore deliveries: Under the Infectious Disease Act, companies and building management are forced to comply with the measures set in place, else they could face a Stop Work Order(SWO) by the Ministry of Manpower. As of 1st of February 2020, every building management has to register every guest that enters the building, with a health declaration form, as well as a Temperature Screening. We have seen an increased delay for CBD deliveries. A new measure called, social distancing, was suggested by the government, and building managements are given instructions to set a 1 meter distance between individuals. This includes the queue for temperature checks and declaration forms. On top of that, each building lift is limited to a maximum of 4 individuals. We have seen a further increase for each delivery to shopping malls and office buildings. What used to take our delivery partners 5-10 minutes to fulfill a delivery, now increased to 10-15 minutes or more. As such, we seek your kind understanding on any potential delays. We will do our upmost best to fulfill all our deliveries within our 3 hour time-frame, but should there be any delays, we will inform the sender 30 minutes, before the end of the 3 hours time-frame. We will also provide photo evidence of the delay (example : traffic jam/accident, longer queues for lift and health check). We will also inform you of the delays, so that you are in the know. We do wish to extend our apologies, should we fail to inform you of any delays. Kindly understand that we might be overwhelm with work, and are doing our upmost best.
The Singapore Ministry of Health has announced that some hospitals such as Mount Elizabeth, Concord International Hospital, etc will be used as Isolation facilities for the infected and the sick. We have seen a tighten security for some hospital entrances. Some hospitals has blocked out entirely, the entry of ALL delivery personnel. Some have yet to follow suit. There's still many uncertainty regarding deliveries to hospital. Our delivery partners safety and well being, is our priority as well. We wish for everyone to return home safely, after a long day of work. With that, we wish to refrain deliveries to areas that have higher chance of contacting the COVID19 virus. As of 30th April 2020, we will be blocking out ALL hospital orders, till further notice. Thus, we seek your co-operation to help us.
International deliveries can also be delayed due to a particular country regulations and high volume of deliveries.
If you have questions about your order status don't hesitate to reach out to email@example.com.
Can I reroute my order?
If you no longer have access to your work address/original delivery location due to COVID-19 and you need to re-route your in transit shipment please contact firstname.lastname@example.org as soon as possible and we’re happy to work towards a resolution. Our goal is to be as transparent and communicative as possible, and we can't thank you enough for your support. If you can't find the answer to your question, our team is available by email at: email@example.com