March 17, 2020 4 min read 1 Comment
As we continue to navigate the impact of the coronavirus (COVID-19), I wanted to reassure you that the health and wellness of our community, customers, team members, and suppliers is our top priority. The situation is changing rapidly, and we're doing our best to keep you informed while maintaining the safety and health of our team members. Check back here for updates!
Updated: August 8, 2020
Kristi Founder/CEO Encircled
Is Encircled open for business?
Yes! We’re able to ship our existing product from our studio as all mail systems are operational in most countries. Generally, we ship on the same timeline as usual (24-48 hours from order to picking/packing/shipping). Delays may occur in international shipments as mail streams are feeling the impact of COVID-19. Several express shipping options are not available.
How many days a week are you shipping?
We ship daily. Our goal is to keep our team safe, and be able to help you get your comfy clothing to your door as safely as possible. Delays are possible due to the influx of inventory incoming into our studio, and the time frame with which we let the inventory sit before its quality checked, stocked and shipped.
How are you helping the community right now?
In March, we donated to Doctor's without Borders. We're also offering our Organic Cotton Blend Face Masks for donation (by you) and we're donating them directly as well to help keep our community safe in Toronto. These non-medical grade cotton face masks be available for sale in 5-packs/3-packs, and donation in 5-packs/3-packs.
Our first two batches of donations went to the Michael Garron Hospital #PPEDrive in Toronto. Our next batch is being donated to the St. James Community Service providers network. You can read more about that or buy a mask or donation here.
Where to get fabric face masks in Toronto or Canada?
Right here! We're selling them in 5-packs and 3-packs on our website. Our newest mask design uses GOTS-certified Organic Cotton blended with Recycled Polyester, and is Made in Toronto. You can also donate a pack. The face masks are on pre-order and will ship in batches over the next 30 days.
How are you ensuring team member safety in your warehouse?
We currently have only 2-3 team members working in our warehouse/studio, rarely there at the same time. None are taking public transit and all have been provided with medical gloves/masks to enter the building (most businesses aren’t open in our building right now). Any employees are also not interacting face to face with any shipping providers - they’re dropping bags outside the door of shipments. We also have hand washing stations, and sanitizing stations in the office. If team members are in the studio/warehouse at the same time, they're on opposite sides of our office and practicing social distancing and must complete a questionnaire and temperature checks prior to entering the studio.
All other team members are working from home until further notice. All photoshoots are on hold until further notice.
Why is so much of your online store on pre-order?
Given that our production locally was shut down for almost 3 months, we ran very low on inventory. As the COVID-19 situation improves in Toronto, factories are slowly re-opening. As soon as we have a confirmed delivery date, a product goes on pre-order.
Can I come pick-up my order? Or Book an in-studio shopping appointment?
Pick-up orders are now allowed. You can select that option at checkout. All pick-up orders are contactless and will be left outside our studio door once you confirmed your pick-up time. If at anytime after placing a pick-up order, you start to experience symptoms of COVID-19, please let us know and we'll arrange for shipment of your order instead.
Shopping appointments are not available right now as our studio is currently closed to the public, but you can book a virtual shopping appointment here.
Will you be popping up shop soon?
Unfortunately, we’ve cancelled all of our pop-ups for the remainder of 2020. Keep an eye on our events page for updates, when we have more info.
How can I contact someone at Encircled?
As we’re on limiting staffing right now, email is best. Click here to contact us. Alternatively, we now have a customer love phone number that you can text or call during business hours. It’s 1-877-7-ENCIR-0 or 1-877-736-2470
Will my return be processed?
We’re extending our return policy to 90 days to prevent you feeling like you need to go to the post office right now. We’re still processing returns slowly, as we have only 2-3 team members in the studio periodically shipping.
Are you launching new designs?
If you're curious about what we're working on you can sign-up for a waitlist here to be notified when our new designs do go live!
Alternatively, follow us on Instagram, where we love to engage with our customers on new product ideas!
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