BigGreenSmile service at this time

Coronavirus service update

First, we hope you, your loved ones and colleagues are all well and staying safe. As always, we are here for you at BigGreenSmile, but due to unprecedented order levels there are currently delays to our service.  We’ve put together some answers to frequently asked questions below which we hope will help to reassure you.

Orders – stock, despatch and delivery times

If you’ve already placed an order and haven’t received an out of stock email then please be assured, stock has been put aside for you. Due to unprecedented demand, orders are taking longer to process at the moment and it's taking longer to despatch orders. We have extra staff working in the warehouse and are running two shifts a day.

Before you place a new order, please check the basket page on the website where we have estimated despatch and shipping dates. 

If you wish to cancel an order because you don’t want to wait, then please email us at [email protected]. If it’s not already packed, we will cancel and refund.

Warehouse protocols and safety

We have protocols in place to ensure that our warehouse staff are safe and protected and we are adhering to the latest government advice.

  • Warehouse staff are keeping the recommended distance from one another and are not allowed to come to work if they have a fever or a new, continuous cough
  • Hand washing procedures are in place and all warehouse staff have been issued with sanitiser

Contact-free delivery

Our courier service has made changes to the way its drivers deliver parcels to offer 'contact-free delivery' right to everyone's doorstep. On arrival your driver will knock or ring your bell and step away to a safe distance. The driver will record your name and take a photo of the premises to confirm delivery and you will no longer be required to sign.

Bulk Buying

To ensure there is enough stock for all customers, some products have been restricted to two items.

Stock

We are doing everything we can to keep products in stock. Obviously with an increased demand, this isn’t always possible, but we are working very closely with our suppliers and are regularly restocking the warehouse.

Customer service

We are receiving a huge number of queries and will answer all of your messages as soon as we can but please help us by being patient. We are prioritising queries received by email so please contact us on [email protected] if you can.

Thanks for your continued custom and stay safe.

The BigGreenSmile team

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