Our response to COVID-19

Fontaine Industries is remaining diligent and ready to act upon any changes to the directive from the government and/or recommendations of our health officials.

Victoria has eased restrictions and we are now able to open our retail stores to everyone. We are excited and ready to welcome you back to our stores. We will be following our COVID Safe Plan to ensure we maintain a safe environment for you and our staff.

We are still dispatching online orders daily and our team is working hard to ensure our customer orders are delivered on time and service requirements are met to the best of our ability during this time, however we kindly ask for your patience if there is a longer wait time or delay when compared to our normal operation at full capacity and without restriction.

We will be focusing on phone and online customer support to ensure we are still able to provide a high level of customer service and assistance. You can call us on 03 9703 1345 to speak with one of our team members or speak to us via online chat during our hours of operation. We will also have supporting online chat teams available after hours to facilitate online orders. 

We are in a fortunate position due to our stable supply chain, we have ample stock levels available in our distribution centre based in Melbourne. We are also currently manufacturing new stock for the coming months, and at this stage we will continue to replenish stock levels with minimal disruption.

For customers who still would like to visit our stores, warehouse or facilities.

To assist with contact tracing, we are now required to collect contact details of anyone who visits our facilities, and by default they will be asked for upon entry into our showrooms. We will also be conducting a non-contact temperature check upon entry.

Our priority remains the health and well-being of our staff and visitors, and as such we ask that if you are feeling unwell or presenting cold and flu symptoms, or any of the advertised COVID-19 symptoms, we ask that you do not visit our premises and call our customer service phone line on 03 9703 1345 to discuss how we can best service you individually.

When you are at our locations, please remember follow the social distancing requirements and keep 1.5m distance between one another. Face coverings are still mandatory in Victoria, please make sure you have an appropriate face covering before entering the premises (unless an exception applies).

As we closely monitor the situation we recognise that we may need to act quickly to comply with the ever-changing circumstances, as part of future contingencies we have identified we may be required to run reduced trading hours or temporary store closures of our physical stores and warehouse. If any such changes are implemented, we will endeavour to notify our customers as quickly as possible. You can also check for any updates shown in the store opening hours and address details page.

For customers who are expecting delivery of orders.

Companies Australia wide are implementing precautions to help minimise the virus impact, including some of our delivery partners which we rely on to deliver our customer orders. They may also be experiencing interruptions to services and delays which may impact delivery lead times, please keep this in mind and please contact us if you wish to discuss this further.

Due to Victorian border restrictions, interstate deliveries may experience additional delays.

Australia Post is experiencing additional delays on deliveries on all their services due to COVID restrictions. As a result all parcel deliveries will be impacted. These delays are beyond our control and appreciate your understanding.

Our Fontaine delivery service will add extra provisions;

    • We have implemented extra hygiene & safety protocols.
    • When booking deliveries, we will require a signed form to be filled in and returned regarding the delivery location and risk of COVID-19 transmission.
      In high risk cases we will provide appropriate delivery options such as either reschedule or deliver as a no contact delivery.
    • When receiving a delivery in Victoria, the delivery persons and the persons receiving the delivery must wear appropriate face covering.
    • The delivery persons and the persons receiving the delivery must maintain social distance, and stay a minimum of 1.5 meters from one another.
    • Our delivery persons will sign the delivery paperwork on behalf of the receiver.
    • There will be no contact of any kind during the delivery.

      We kindly ask that you also facilitate this by maintaining distance and reducing interaction wherever possible.

We appreciate your understanding and support of the provisions put in place to help protect our community. Please remember to take care and we hope together we can reduce the impact during this turbulent time. All the best to you and your loved ones.

- From the Team @ Fontaine

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