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're 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: Currently, our Customer Care hours are Monday-Thursday: 9am-6pm EST and Friday: 9am-3pm EST. You can email our Customer Care team anytime at firstname.lastname@example.org.
Our staff are working remotely and welcome your emails and calls. 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. Please allow 4-5 business days for us to ship your order after it is received, and up to 3 weeks for your order to arrive. For more information, you can view our shipping policies here.
Q: Are you still accepting returns?
A: Yes. However, we have reduced our warehouse staffing levels to ensure 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, face masks, and disinfecting common surfaces. Our customer service representatives are working from home, and office staff have staggered employee shifts. Many of our staff have also received the COVID-19 vaccine.
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. We have also encouraged warehouse staff to get a COVID-19 vaccine.
Q: How are the artisans handling the coronavirus?
A: We're keeping in touch with our artisan partners and receive regular updates from many of them. They remain optimistic, even through their greatest challenges. However, due to the COVID-19 challenges our artisan partners are facing, many items may be arriving later than usual. We appreciate your understanding, and hope you will continue to support our nearly 8,000 artisan and farmer partners. To learn more, visit our blog .
Q: Can I get coronavirus from my handcrafts?
A: The chance of getting COVID-19 from a handcraft is extremely unlikely. According to the CDC, the coronavirus is thought to spread mainly from person to person, and is unlikely to be spread from mail, products or packaging. The coronavirus is not believed to stay on a surface for more than one to three days.
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, 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. For more information on the safe handling of packages, visit the CDC's website.
Thank you for your patience and understanding!