Dear Valued Customer,

Eco-Farms is currently not affected and is trading at full capacity across all sites. As we write this letter, we are sure you are aware and preparing your own business and Eco-Farms have been holding daily meetings regarding the COVID-19 pandemic and how we can manage this across our sites nationally. There are many unknowns with this situation so we can only look to other countries and how they are dealing with these issues and try our best to support our staff and service you, our customers, to the best of our ability under the conditions that are presenting day by day.   

Currently no staff have presented with the illness and we are doing whatever is in our power to keep our staff healthy and protected as best we can. We have installed many more sanitising stations and are encouraging hand washing and sanitising multiple times throughout the day. If you visit our site you will be asked to fill in a Health Information Record form and have your temperature taken, you will also be required to wash your hands and or sanitise before entering our warehouse.  

Although we have strong Business Continuity plans in place for anything that may happen during this time, moving forward we wanted to let you know of potential changes to the business and how you can prepare and help us.   

Product Supply

  • Your invoices are reflective of what stock you are receiving, please don’t call the office to ask if the out of stocks are correct, if it is not invoiced then it is out of stock.  
  • Due to uplift in sales we are experiencing some stock shortages, we are working hard to get more stock on the way as soon as possible. This is affecting both Produce & Grocery products.
  • We expect more shortages as time progresses, refer to the newsletters and communications on this for more information. 
  • Stock may need to be rationed and this will be done as fairly as possible. 
  • We are engaging more staff to help with packing of our Absolute Organic products to keep up with demand as best we can. 
  • Third party brands may also experience shortages, we are keeping good communication with them to keep up with supply. 

Orders

  • Order cut off times will be managed to plan packing and staffing through this period
    • Sydney
      • Wholesale Produce & Pre-Pack by Midnight the day of delivery
      • Grocery by 10am for next business day 
    • Brisbane
      • Wholesale Produce by 4pm the day before delivery (Sunday for Monday deliveries)
      • Pre-Pack produce by 12pm the day before delivery (Sunday for Monday deliveries)
      • Grocery by 12pm the day before delivery (Friday for Monday Delivery)
    • Melbourne
      • Grocery by 12pm the day before delivery (Friday for Monday Delivery)
  •  The most efficient way to place your order is via our ecommerce website https://wholesale.ecofarms.com.au/users/sign_in
  • Contact your local branch for login details or help on how to navigate the site. 
  •  If we are to experience a shortage of staff then orders placed on our ecommerce will be prioritised for stock and deliveries.  
  • Should admin staff become unwell, only orders already placed through the online portal may be processed. 

Deliveries

  • Delivery times will be disrupted due to volume of orders increasing and trucks being filled quickly.
  • We will keep supplying as normal for as long as we can.
  •  Should disruptions happen then we will communicate changes to deliveries and delivery days.

Transport

  • To ensure we can keep supply to you then we need your help to keep our delivery drivers healthy. Please limit contact with them and accept deliveries quickly and with the least contact as possible. 
  • As this progresses, delivery drivers may need to drop goods on docks or at back doors and not enter stores to keep themselves protected. 

Customer Trading Terms

  • We are asking all customers to keep their accounts within trading terms during this time. 
  • Customers are responsible for keeping their accounts within trading terms, those customers not keeping within trading terms risk not being supplied.  
  • It is helpful for everyone if there is clear communication between customers and our accounts teams. 

Refunds & Exchanges

  • No stock returns will be accepted for customer change of mind.
  • No stock returns will be accepted for over ordering.

Communication

The best form of communication is Email please direct enquiries to the orders email in each state – 

Sydney – orders@ecofarms.com.au

Brisbane – orders.brisbane@ecofarms.com.au

Melbourne – orders.melbourne@ecofarms.com.au 

We are asking all customers to remain calm and understand that there will be shortages and some delays but we are working our hardest to get goods out to customers. We ask that you are communicating respectfully with our staff during this time as unnecessary angst will only delay orders further.    

Best Regards,

Erik Eide

CEO 

Eco-Farms Pty Ltd