Shipping: Australia Post and Toll have noted delays to shipping and delivery services
Dispatch: There may be some delays to dispatch
International Delivery: There are currently delivery delays to all destinations
Like so many other businesses, at MTB Direct we're doing everything we can to ensure the health and wellbeing of our customers, team and community. We're also doing our best to ensure you have the most up-to-date information relating to your order, so please read on to find out what impacts there may be and what we're doing to address the situation where we can:
Impact on shipping:
Our freight partners are working to ensure parcels are delivered as quickly and safely as possible. Australia Post and Toll have also taken extra measures to protect the health and safety of customers and their staff by reducing physical interaction. There may also be shipping delays as our freight partners work though the impacts of increased logistical challenges for the postal network at this time.
Please note that due to the increased demand and workforce capacity constraints to sort and process packages, there may be an additional small delay for Australia Post deliveries to Victorian addresses.
Tracking: If your order is being sent with tracking, there are a few orders that are currently only receiving a scan event when they reach their destination state/distribution centre. The Australia Post tracking tool and the Toll tracking tool can provide estimated arrival dates and will give you an update if there are any additional and unforeseen delays. If your parcel appears not to be moving, please be assured that both freight providers are still working hard to get your parcel to you as quickly as they can!
Updates to the Australia Post response and procedures can be found via the link below:
International Delivery: Due to flight cancellatons and government restrictions, there are currently delays and disruptions to all international deliveries - Australia Post International Updates
Impact on dispatch:
As many of our loyal customers may be aware, our warehouse is located in Melbourne. Due to the recent COVID-19 restrictions and requirements changes in Victoria, there may be small delays in dispatch as our warehouse crew work hard to fill orders as quickly as possible whilst also ensuring they comply with all COVID safe plans. In addition, as more people look to shop safely online and dispatch demand increases, this may all lead to potential delays of up to a few days in some instances. We thank you in advance for your understanding and patience as our team works as quickly (and as safely!) as they can to get your gear on its way to you.
Impact on product availability:
Our inventory is updated live, so any item you can add to your cart is what we have ready to ship out to you! While some of your favourite products may take a little longer to restock than usual during this time, you can continue to confidently look, dream and shop knowing that our stock levels are being continuously updated.
Impact on Customer Service:
Our MTB experts and customer service team are on hand via live chat and email with the same awesome level of service that you have come to know us for!
Our team is here to help in whatever way we can – whether that is getting you back out on the trails, providing advice on a new upgrade or project you’ve been planning, or simply just to chat about some new gear you’ve been thinking about!
Impact on our team:
With teams already working remotely, a warehouse with great systems in place and an online store full of products that help to support our health, mood and fitness (while also practicing social responsibility!), we are keeping calm, focused and positive.
We're dedicated to helping you in whatever way we can, and if anything changes, we will continue to keep you informed.
Stay safe, responsible and sane, and don’t forget to pump up your tyres - all of us here at MTB Direct wish you a good ride!
The MTB Direct Team