Important Notice regarding ordering during the COVID19 pandemic

Douglas and Sturgess is open for business! Although you won’t find us physically in either of our stores at the moment, we are working feverishly to fill orders placed via the website and over the phone. Our hours of operation have changed a bit during this Covid-19 shelter in place order. We’ll be running things from our Richmond warehouse 10 AM till 4 PM Monday through Friday only. During that time we are doing our darndest to get your orders out as quickly as possible. In addition, we can accommodate some of our local clientele who want to do local “will call” orders at our Richmond location ONLY. Because we are running with a very small staff during this time we ask that you be patient in terms of getting your orders and that you limit your phone calls to a minimum to allow us to process as many of your orders as we can. While in the past we have been able to get most orders out within 24-48 hours from placement, that has had to change a bit. Online and phone orders are generally able to be shipped within three to five business days and will call orders can often be picked up on the same day if the order is placed before noon and we have the items being ordered in stock.

In order to make this all work as smoothly as possible, we have to implement a specific procedure to streamline our process as much as possible as follows:

 

For online and phone orders for will call:

Orders placed before noon will get priority for processing and once the order has been entered, processed and pulled you will get an email stating so.

If we are out of stock on any items in your order, you will get an email or phone call with suggested substitutions and arrangements will be made if there are to be additional charges.

Once your order has been processed and puled, it will be placed in the rear of our parking lot in a cart with your paper work included. A tag with you name on it will be attached as well.

These orders can be picked up until 4 PM, whereupon if not retrieved they will be brought back into our warehouse for placement in the parking lot the next day.

When picking up your orders, we ask that you follow social distancing guidelines and when you reach our facility; please wear gloves and an appropriate mask, if possible.

Place your items in your car and move the cart aside for further use.

 

For online and phone orders for shipping:

These orders will be processed in the order received unless the product(s) being ordered require special packaging or handling and you will have gotten an email stating that we have received your order. If there are any shortages or extreme delays you will be contacted via email stating so and we will either make suggestions for substitutions or state whether or not the missing product is on order and whether it may be received soon or if it could be awhile before we receive that item.

Once the order ships, you will receive an email with tracking information as well as a copy of your invoice.

Because we do have a minimal staff during this time, phone calls will be limited to just 10AM-1PM. It is suggested that you communicate via email during any other hours and send your emails to: shipping@douglasandsturgess.com. We will respond to these as time permits.

As a society, we are doing our best to get through this crisis with as little impact on our lives as possible. It is unfortunate that we have had to change our lives as dramatically as we have but in the end it is the right thing to do to minimize the length of time that we will need to stay isolated. We at Douglas and Sturgess are doing our best to enable those of you who use our products to work at home and in your studios to keep it all going. Together we will endure and we will get through this and once we are on the other side of it we can begin to put our lives together to live as before. In the meantime, patience is the key and we look forward to serving you now and in the future.

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