Shipping Delays

Just recently, the Victorian Premier announced new restrictions in place for the way Victorians live and work in order to slow down the spread of the COVID-19 virus. 

What does this mean for doTERRA?

At this point in time, freight and warehousing is still in operation, with reduced output due to adherence to COVID Workplace Protocols. As such, doTERRA’s Melbourne-based warehouse will experience delays, as staff is reduced and further hygiene precautions are put in place. This includes more frequent and thorough cleaning of the facility, temperature testing and screening of staff, and split shifts to limit potential contact transmissions.

Will the doTERRA Melbourne warehouse close?

The above precautions should help us avoid closing, even if a staff member tests positive to the virus. However in the event where these safeguards fail, our Warehouse will be closed for a short time to conduct a deep-cleaning.

What is doTERRA’s plan B?

To safeguard your order, we have also prepared our Perth Warehouse to quickly ship orders for Australia in the event that the Melbourne Warehouse closes, with associated longer delivery times.

What does this mean for my order?

Over this 6 week period, due to the reduced staff and possibility of closures mentioned above, you will likely see longer than usual delivery delays both with our warehouse and Australia Post in general. 

Do I need to do anything differently?

Not at all! Any warehouse changes will be handled by doTERRA in the event of a temporary closure, so please continue to order as per usual.

We want to take the time to thank you all for your patience as we work through these new restrictions, and we will keep you updated as we move through the next six weeks.

New Virtual Office

Your doTERRA shopping experience just went to the next level! As of Tuesday 28 April, we will be transitioning to our new mobile-responsive shopping site as the default shopping environment. Don’t worry, the old version will still be available for you to use while you adjust to the new experience, but not for much longer so jump in and have a play around on our new mobile responsive site!

Express Shipping Temporary Suspension

Unfortunately due to COVID-19, our normal delivery timelines are experiencing some delays.

Aus Post has communicated today that they have put a suspension on the Express Post Guarantee. Due to this we will be no longer be offering an Express Post service until further notice.

Aus Post (as per their website) have advised that they are experiencing delivery delays due to:

• Reduction in air freight capacity and passenger flights (which also carry our parcels)
• A significant increase in parcels that require manual sorting
• Health & safety measures at their facilities

These factors are resulting in:    

• Suspension on Express Post Guarantee
• Slower delivery
• Lack of tracking/ reduced or no tracking updates

Please know our friendly Member Services team are available, if you would like to ensure your order has been packed and shipped from our warehouse please contact them directly and they can investigate.

We thank you for your ongoing support, our warehouse, doTERRA staff and AUS/NZ Post are working tirelessly under difficult circumstances, so we ask everyone to be kind and treat people with courtesy and respect as we endeavour this challenging time.

Shipping Delays

We understand that many of you love our products and are passionate about having them in your homes. Unfortunately due to COVID-19 our normal delivery timelines are experiencing some delays which means these products may take a little longer to get to you.

We can confirm our AU and NZ Warehouses are not experiencing any back log issues with orders, whilst still practising social distancing we are accepting and packing orders in an efficient capacity and Australia Post/ New Zealand Post are collecting them daily.

Australia Post (as per their website) have advised that they are experiencing delivery delays due to:

• Reduction in air freight capacity and passenger flights (which also carry our parcels)
• A significant increase in parcels that require manual sorting
• Health & safety measures at their facilities (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)

These factors are resulting in:

• Slower delivery
• Lack of tracking/ pick-up confirmation
• Reduced or no tracking updates

For more information visit:

Aus Post - https://bit.ly/3aBv81i

We understand the frustration of a delayed delivery, however ask for your understanding and patience, as a lot of Australia & New Zealand Post customers are experiencing the same issue.

Please know our friendly Member Services team are available, if you would like to ensure your order has been packed and shipped from our warehouse please contact them directly and they can investigate.

Member Services AU
Phone: (02) 8015 5080
Email: australia@doterra.com

We thank you for your ongoing support, our warehouse, doTERRA staff and AUS/NZ Post are working tirelessly under difficult circumstances, so we ask everyone to be kind and treat people with courtesy and respect as we endeavour this challenging time.

Warehouse

As we are operating in an ever changing climate, we would like to ensure our doTERRA community that we are fully committed to keeping you updated with information surrounding our general business operations and shipping.

We can confirm that our warehouses in Australia will remain in operation. This is the same for our local courier partners, however due to an increased delivery demand there may be a slight delay with receiving orders.

Our Warehouse provider is trying to determine if our New Zealand Supply Chain will continue to continue to operate with the new restrictions in place. At this stage we have been assured that the warehouse is still sending out our parcels and will continue to do so until otherwise informed.   

Be assured that we are working on a contingency plan for shipping methods in NZ should there be a direct impact. 

Similarly, our warehouses have put in place safeguard measures in light of the current climate such as;

• Temperature checks – each worker is checked upon arrival at the warehouse to ensure any unconfirmed illnesses are detected before entering the workplace
• Splitting workers into two shifts – this is important as should one person fall ill, then the second team can take over while the first is quarantine
• Management team working from home – ensuring that there is no lag in communication, and;
• Additional cleaning/sanitary measures in place

Thank you for your continued support and patience, we look forward to providing you an ongoing safe and efficient shopping experience.

Convention Announcement

doTERRA was built on the mission of sharing essential oils with the world, with a passion and focus on well-being and healthcare.

As COVID-19 diagnoses continue to increase around the world, we are writing to share our continued commitment to you to ensure we provide a safe environment for our doTERRA community. doTERRA AUNZ has therefore decided that the doTERRA AUNZ Thrive Convention 2020 in its current format will not go ahead as planned. 

For those who have already purchased a ticket to Convention, you will be receiving an email from Eventbrite today with more information pertaining to your refund.

We have created a list of FAQ’s to help answer any questions you may have. If you have any further queries, please reach out to our events team at eventsaunz@doterra.com 

We thank you for your patience and understanding at this time as we consider ways to provide you with an alternative Convention experience. 

Corporate Office and Will Call Update

In light of the ever-evolving Coronavirus (COVID-19) outbreak, we’ve been closely monitoring this in real-time based on the advice of the World Health Organisation and Australia’s Chief Medical Officer and reviewing our approach regularly.

With this in mind, we have implemented some further precautionary measures, these include;

• The doTERRA AUNZ Corporate office will be operating remotely effective Tuesday 17 March, 2020. Our staff is committed to operating our business as usual, and is well-equipped to do so. 
• Will Call will be unavailable for collecting your order effective 5pm Monday 16 March, 2020. This means you will still be able order your product from the warehouse and collect shipping points, however as our employees will not be in the office, you will not be able to pick up your order from our Product Centre in Mulgrave. If you have placed an order and have not yet picked it up, our staff will reach out to you to arrange an alternative shipping method.
• If you have an Account Manager, they are ready and able to assist you as normal.
• Member Services will be available via phone, chat and email to respond to any queries you have. Due to daylight savings in the US, Member Services hours have recently adjusted. Please follow this link for our AUS Member Services contact information and this link for our NZ Member Services contact information.

It goes without saying that we remain absolutely committed to doing everything we can to put the health and safety of our doTERRA community first. As always, if you have any questions or concerns, please feel free to reach out to our Member Services team.