COVID-19 (CoronaVirus) | Status Updates

As you will be aware, globally we are facing a difficult time with the spread of COVID-19 (CoronaVirus). This page is to keep you up-to date with how this will affect your orders placed with us.

Firstly, we want to make you aware that we will be processing orders as normal with limited service interuption.

Internal Procedures:

Here are ODIN we have taken measures to ensure the highest levels of hygiene, this includes but is not limited to:

  • Regular hand sterilization
  • Surface and hand sterilization between each order processed.
  • Safe distance between workers (enforced without exhibiting symptoms)


Is there a risk with receiving an order?

Public Health England (PHE) has advised that people receiving parcels are NOT at risk of contracting the coronavirus (COVID-19). From experience with other coronaviruses, we know that these types of viruses don’t survive long on objects, such as letters or parcels.

Shipping/Delivery Information:

As the infection grows we are likely to see an impact on the delivery of your orders. Here is the latest information from our couriers, this page will be updated as and when the situation changes. Please be aware that ODIN will be in-line with current advice provided by our couriers, this may include the removal of the insurance on Guaranteed/timed deliveries.

Royal Mail - Status Update


Update 19th March 2019

Key messages

  • Resource implications of the continuing advice regarding Coronavirus means we may not be able to meet the customer promise of guaranteed next day delivery in all locations, at all times.
  • For items posted from Thursday 19 March 2020 onwards, we’ll no longer guarantee deliveries by 1pm the next working day.
  • We’ll still prioritise Special Delivery parcels and letters and will aim to deliver by 1pm or before the end of day.
  • Our Special Delivery Guaranteed by 9am service remains unchanged; we still guarantee to deliver by 9am.
  • All other services are continuing to operate.


Special Delivery Guaranteed by 1pm

Due to the current coronavirus situation, we’ll no longer guarantee deliveries by 1pm the next working day for items posted from Thursday 19 March 2020 onwards.  As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1pm service from that date. 


Signing for and receiving items

In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature.

Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to. Full information on acceptable forms of ID can be found hereOpens in a new window.

As a result of this change, please see changes to our processes for business and personal customers.

Contingency plans

In the event we need to close one of our units, this decision would be made in line with Public Health England guidance. Royal Mail has many years’ experience of contingency planning for a number of different scenarios. We will follow the Government’s advice and work closely with the relevant authorities.

We have extensive experience in being able to quickly deploy business contingency plans so we continue to provide customers with access to our services and their mail.

International parcels and mail

For more information about sending/receiving international parcels, click here (Opens in a new window).
 
Get alerts from Royal Mail by email

ParcelForce - Status Update

Changes to our delivery procedure in relation to signing for and receiving items in the UK
In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture electronic signatures. Our drivers will instead log the first and last name of the person accepting the item and we will record the geolocation of the delivery. This will apply to all deliveries that normally require a signature.

If recipients are unable to come to the door or are self-isolating, we will post a customer contact card in the normal way, advising of other ways the recipient can arrange to get their item. For example, by getting a friend or family member (who is not resident with someone who is self-isolating) to collect the parcel from their local Parcelforce depot or Post Office branch, as specified on the card. They will need to bring along the card we left and a form of ID in the name of the person the item is addressed to. Examples of suitable ID are specified on the card.

Suspension of UK service guarantee

Due to the current situation, there are significant impacts on our ability to maintain all our usual service levels. We will continue offering our services, receiving and delivering parcels for our customers but there may be disruptions to some services under current conditions.

As a result, we will be suspending service guarantees from 18 March 2020 but will seek to ensure ‘all reasonable endeavours’ to maintain service levels where we can.

Our contingency plans

In the event we need to close one of our sites, this decision would be made in line with Public Health England guidance. Parcelforce Worldwide has many years’ experience of contingency planning for a number of different scenarios. We will follow the Government’s advice and work closely with the relevant authorities. We have extensive experience in being able to quickly deploy business contingency plans so we continue to provide customers with access to our services.

International services update

Due to the evolving exceptional circumstances, we are closely monitoring the situation at an individual country level. Because of this, we are also suspending our international delivery guarantees as we may experience some delivery delays. Please note that some of our international partners are also suspending requirements for signature on delivery, and therefore we are unable to guarantee to you that signature on delivery will be obtained outside of the UK. Some countries may also have a suspension of service, or a suspension of service guarantee in place.
We are still processing your international parcels until we are informed otherwise by our overseas partners. In the vast majority of cases our services are continuing as normal. For the latest service updates across the UK and overseas please visit parcelforce.com/service-updates

Key messages

    Resource implications of the continuing advice regarding Coronavirus means we may not be able to meet the customer promise of guaranteed next day delivery in all locations, at all times.
    For items posted from Thursday 19 March 2020 onwards, we’ll no longer guarantee deliveries by 1pm the next working day.
    We’ll still prioritise Special Delivery parcels and letters and will aim to deliver by 1pm or before the end of day.  
    Our Special Delivery Guaranteed by 9am service remains unchanged; we still guarantee to deliver by 9am.
    All other services are continuing to operate.

 

Special Delivery Guaranteed by 1pm

Due to the current coronavirus situation, we’ll no longer guarantee deliveries by 1pm the next working day for items posted from Thursday 19 March 2020 onwards.  As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1pm service from that date. 

**UPDATE**

Due to increased absence levels, we’ve reviewed our timed guarantees for Special Delivery Guaranteed by 9am and 1pm services and will make the following changes:


  • For items posted from Tuesday 31 March 2020 onwards, our guaranteed delivery for Special Delivery Guaranteed by 9.00am the next working day will change to by 12.00pm the next working day*.
  • Our guaranteed delivery for Special Delivery Guaranteed by 1.00pm will change to by 9.00pm the next working day*.


*existing postcode exceptions apply



Thank you for your support through this increasingly difficult time, we will endeavur to keep this page updated for your convience. Stay Safe.


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