We at SERRV are committed to keeping you and our employees safe during these challenging times. Here are a few commonly asked questions regarding how we are handling COVID-19.
Q: Can I still order with Serrv?
A: YES! We are still accepting online orders and will ship them in the order they were received.
Q: What are your current Customer Care hours?
A: As of March 23, our Customer Care hours are Monday- Friday 9am - 5:30pm EST.
Our staff are working remotely and welcome your calls and emails. For the quickest processing and delivery, however, we encourage you to place orders online.
Q: Are shipments of your products going to be delayed?
A: Currently, our warehouse is open and orders are shipping. As we have reduced and staggered employee shifts in an effort to increase physical distancing, you may experience delays in receiving your order.
Q: Are you still accepting returns?
A: We have significantly reduced our warehouse staffing levels to ensure extreme physical distance between individuals. As a result, we are processing returns more slowly than usual. Returns will be processed in the order in which they were received.
Q: How is SERRV handling the coronavirus?
A: We're closely monitoring this situation and acting in accordance with guidelines from Maryland and Wisconsin, as well as the CDC and the WHO. We are also instructing all staff to take appropriate measures in line with recommendations from the CDC, including frequent handwashing, the use of hand sanitizer, social distancing and disinfecting common surfaces. Most of our staff, including our customer service representatives are now working from home.
Q: How is your warehouse handling coronavirus?
A: We are instructing all staff to take appropriate measures in line with recommendations from the CDC, including frequent handwashing, the use of hand sanitizer, social distancing, disinfecting common surfaces, and staying home when sick. We have asked all volunteers to postpone their visits until further notice, and have reduced and staggered employee shifts to increase physical distancing.
Q: How are the artisans handling the coronavirus?
A: We're keeping in touch with our artisan partners. We believe they remain safe at this time, but are asking for regular updates. Recently, more of their governments have closed their borders and/or are quarantining communities.
These nearly 8,000 artisan and farmer partners are concerned for both themselves and also for us here at SERRV and in the United States. But they also remain optimistic, and hope you will be able to continue to support them through this challenging time.
Q: Can I get coronavirus from my handcrafts?
A: The chance of getting COVID-19 from a handcraft is extremely unlikely. The coronavirus is not believed to stay on a surface for more than one to three days, and as we order handcrafts twice a year, almost all of our products have been sitting in our warehouse since last year, or since the arrival of new products early January. The majority of our products are also 6-8 weeks in transit to our warehouse after they leave their place or origin. Experts believe the coronavirus is not able to survive this length of time after human contact.
If you are still concerned, disinfect ceramics, wood, and other hard surfaces with alcohol-based disinfecting wipes or solutions that are at least 70% alcohol, or other EPA-approved disinfectant cleaners, and disinfect fabrics by washing and drying as recommended on the garment.
Q: Will my packages be contaminated with coronavirus?
A: According to the CDC and WHO, you are significantly more likely to get COVID-19 from an infected person than from a surface. Our warehouse, as well as USPS and FedEx are all taking appropriate precautions as recommended by the CDC to prevent the spread of the virus. Additionally, the warehouse has canceled volunteer group visits and has deliveries left outside the door, limiting interpersonal interactions that could transmit the virus. If you are worried about catching the virus from your package, you can wipe it off with a disinfecting wipe before handling it.
Q: I was going to have a consignment sale but the event has been cancelled. What should I do next?
A: Please contact customer care at firstname.lastname@example.org to check on how to proceed. If you would like to have an online fundraiser for your organization, please sign up for SERRV & Earn. You'll receive a customized web link with your organization's name and event in the title. Direct your shoppers to use this link to shop our full collection online, and you'll earn 20% of total sales as a donation back to your organization. Visit serrvandearn.org for more information.