COVID-19 Information & Advice

LAST UPDATED: 14:49pm 20/07/2020
COVID-19

Dear Customers,

We are facing an unprecedented shift in how we live our lives and I wanted to get in touch and share with you the steps we are taking regarding the Coronavirus (COVID-19) pandemic.

Our number one priority remains the safety of our customers, workforce and the wider community and we are continually monitoring the advice given from both the Home Office and World Health Organisation (WHO) to ensure we are being proactive and taking the appropriate steps and precautions necessary.

Following government advice, the majority of our office staff are now working remotely from home. We are also implementing a reduced warehouse workforce as well as rigorous cleaning regimes and social distancing protocols throughout.

Our website remains open and we are currently delivering parcels as normal including our next day and express shipping options. Our delivery partners will allow you to request that items are delivered contact-free if you are self-isolating.

For the latest information and updates regarding COVID-19 and our services, please visit our dedicated information page at www.medtree.co.uk/covid-19

Finally, from everyone at MedTree, we would like to say a huge thank you to our NHS staff and all other key workers that are working tirelessly to overcome this virus.

We hope you all stay safe and look after yourself and your loved ones.

Kind regards,

Stuart Edmonds

Managing Director

 

PHONE LINES

Our phone lines have been extremely busy, in the event of any delay in answering your call we ask for your understanding and we will endeavour to help you as soon as we can.
 
 
DESPATCH

Some Royal Mail deliveries are experiencing delays depending on location and depot workforces. Please refer to your tracking details before calling or emailing to find out where your order is.

As of the 17th March 2020, our cut off times for despatch have been reduced to 4 pm. We are currently delivering parcels as normal including our next day and express shipping options. Orders being delivered to France, Spain and Italy please expect delays due to certain areas being on lockdown.

With immediate effect, DPD delivery drivers will no longer ask you to sign their handheld units and instead the drivers will sign it on your behalf. They will record the consignee's name and a 'Delivered on Authority' message in the signature section of the unit. With this new process, you will still get your full tracking details, giving you complete visibility of your order from us. This will now form DPD’s proof of delivery process for all deliveries until further notice.
 
 
RETURNS

Due to a reduced workforce, there may be a slight delay in your returns being process, please bear with us during this time.
 
Please note: We are not currently accepting returns on any PPE. This includes; Face Masks, Face Visors, Hand Gels, Disinfectant Wipes, Disposable Gloves, Coveralls, Overalls & Aprons.

 

FAQs

When will you be getting any hand sanitiser, face masks, disinfectant wipes back in stock?

We are in contact every day with the manufacturers and suppliers but unfortunately, we do not have exact delivery dates. Please check back on the site periodically to see if the stock is available.

 

Can I pre-order goods?

For those items in high-demand (including infection control supplies, oxygen delivery and diagnostic equipment) we will not be accepting backorders on or taking pre-orders. If an item is out of stock and not available for backorder, our website will not display the normal “Add to Basket” button. Once back in stock this button will show again.

 

Can I give you my email address to add to a reserve list?

We do not have a reserve list, goods are to be purchased on a first come first serve basis.

 

Why are you limiting items to 5 per person?

We are limiting goods to 5 items per product per person to give all our customers a fair chance to purchase the items they need.

 

Where is my order?

We recommend using your tracking details to find out where your item is before calling or emailing.