Dear Valued Customers,
As we just navigate through another bustling Christmas season and year opening, we want to extend our deepest gratitude for your continued support and trust in our products and services. It has been a rewarding journey to serve your needs and enhance your experience with our products.
In light of our dedicated team working tirelessly throughout the holiday season, we have decided to take a well-deserved break during the upcoming Easter holidays. We believe this pause will allow us to recharge and return with even greater energy and dedication to serve you better.
Easter Break Schedule
Please note the following dates as we plan our seasonal break:
- Last Day for Our Warehouse Order Dispatches: 22 March 2024 before 2:00PM
- Office Closure: From 25 March 2024 to 21 April 2024
- Business Resumption: 22 April 2024
During this period, our order processing and warranty services will observe a temporary adjustment. We aim to ensure that all orders placed before the cutoff on 22 March will be dispatched from our facility promptly, minimising any inconvenience.
Sales Continuity During Easter Break
As we take a well-deserved break this Easter, we're committed to ensuring that our customers still have access to our products. However, we want to be upfront about some temporary adjustments to our operations during this period.
- Availability of Selected Models: To ensure that you can continue to enjoy our products, a limited selection of models will be available for dispatch from third-party local warehouses and overseas warehouses. Orders are usually to be processed and dispatched within 3 business days. We will mark unavailable products as "out-of-stock" to suspend the sale during this period. This approach allows us to keep offering some of our most popular items with minimised impact during this period of time.
- Adjustments in Dispatch Timelines: We anticipate a change in the speed of our dispatch process during the Easter break. While we endeavor to maintain the highest level of service, order dispatches may experience some delays due to the service level agreement (SLA) with our third-party warehouses. AusPost Express Service will be suspended during this period of time.
- We are taking every possible step to minimize these delays and ensure your orders reach you as swiftly as possible. Your understanding and patience during this time is greatly appreciated.
- Seamless Shopping Experience: Despite these changes, our commitment to providing a seamless shopping experience remains unchanged. We are here to assist you, ensuring that your orders are processed and that any inquiries you may have are addressed promptly.
Warranty Service Update
We want to ensure you remain informed about the status of warranty services during our seasonal break:
- Accepting Warranty Returns: We will continue to accept returns for warranty issues even during our break. This means we can still help logging warranty cases and you can still send back any items that require attention under warranty.
- Handling and Dispatch Delays: Please note, while we are accepting warranty returns, the processing of warranty requests and the dispatch of warranty replacements will be impacted by our seasonal break. We are committed to resuming these operations and addressing all pending warranty cases with expedited care in the week of 22 April 2024.
- Expedited Replacement Post-Break: For warranty cases affected by our operational pause, rest assured, we will prioritise your requests upon our return. Replacements for such cases will be dispatched using AusPost Express Services to ensure you receive swift resolution.
We are dedicated to minimising any inconvenience this may cause and appreciate your understanding and patience during this period. Our team is committed to ensuring that your warranty needs are met with urgency and care as soon as we are back to full operational capacity.
Customer Support Continuity
We recognise the importance of ongoing support. Even during our break, we are committed to providing email support, albeit at a reduced capacity. Should you have any queries or require assistance, please do not hesitate to reach out. Our team will endeavor to assist you within 5 business days, ensuring that your experience remains smooth and enjoyable, even in our absence.
Looking Ahead
This pause is a testament to our commitment to not only the well-being of our team but also to the continuous improvement of our services. We look forward to returning refreshed and ready to embark on new challenges and opportunities to serve you better.
We thank you for your understanding and continued support. Wishing you a joyful Easter season and happy shopping!
Warmest regards,
Neology Technology Team