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To Valued Customers of Aircraft Spruce:
We are reaching out to update our customers on our business and operations plan with regard to the COVID-19 pandemic. As a supplier to the critical infrastructure segment of transportation as defined by the federal government, Aircraft Spruce & Specialty Co. is considered an essential business. Many of our customers provide emergency, infrastructure, public safety, and logistics services and our continued support and supply of these operations is essential during the current worldwide health emergency. As of , our plan is as follows:
Same Day Shipping by 4 pm: We will continue to do our best to meet same day shipping for orders placed by 4 pm, but due to many issues related to the pandemic including staff shortages at some branches, we encourage customers to place orders as early in the day as possible. We are still striving to get all orders placed before 4:00 pm shipped same day but we cannot guarantee it at this time. Orders shipping by air will ship same day but ground orders may not ship until the following day in some cases.
Health & Safety: Our #1 concern at this time is the health and safety of our employees, customers, vendors and community. We have put in place hygienic protocols and social distancing measures within our offices to combat and slow the transmission of the virus. Any employees who have shown symptoms or have been possibly exposed have been asked to self-quarantine. From an operational standpoint this may impact the speed at which we are able to reply to inquiries, handle customer service tasks, and process orders. We ask for your patience during this difficult time and we will do our very best to move forward with as little business interruption as possible.
Phone In / E-Commerce Orders: We will continue to process ship out orders as UPS and other carriers have stated intentions to remain open during this crisis. Our dependence on logistics carriers means that any potential disruption of the supply chain will have obvious effects to our ability to continue to operate this portion of our business at normal service levels and capacity. UPS and FedEx have removed delivery guarantees for all service levels. No shipments will be covered under the guaranteed service refund policy. We are doing everything possible to ship all orders same day while prioritizing orders containing critical goods or shipping to another essential business. We will update this area with any changes to the above.
Will Call / Retail Locations: Our retail locations are currently open for walk in traffic and customers. We are still encouraging our customers to utilize our pre-order system for more efficient visits. Pre-orders can be placed and paid for online or via our toll free sales line. Please wait to receive the "Ready for Pickup" email before heading to our store to collect your order. Additional protocols may be in place at certain stores in accordance with local guidelines. We appreciate your cooperation and understanding.
NOTE FOR CANADA CUSTOMERS: Due to local requirements, our retail store in Brantford ON is temporarily closed for indoor service. Pick up orders at the branch must be placed in advance of your visit. We will send an email when it is time to come and collect your order.
We will be wishing for the well being of our loyal customers in these unprecedented times. We hope for a rapid return to normalcy and will continue to update our customers if there are more changes to our operation. Thank you.
Aircraft Spruce & Specialty Co.