PROCEDURE FOR REQUESTING STATUS OF A CURRENT ORDER
The current world-wide pandemic has caused unprecedented changes in our industry, as well as in most others. Because of the total lockdown back in March, 2020, all production of pending orders came to an abrupt halt, while demand for new product remained essentially the same. The effect was simple: production of orders, old and new, was time-shifted, until factories could re-open, and then at best, at reduced capacity since staffing had to be reduced to be able to maintain social distancing. The other effect was, and still is, the shortage of many raw materials required to build new windows and doors, further affecting delays in receiving finished product. Material which used to take 3 weeks to build, now have lead times of anywhere from 5 weeks to 12 weeks.
Another effect of the staff reduction due to the pandemic has been very slow response times from most (but not all), of our suppliers, to our inquiries as to the status of our current orders.
In these most trying times, and with so many elements beyond our direct control, it has been a huge challenge to stay on top of our suppliers, and to keep in constant communication with our clients as to the status of their orders.
We therefore have set up a dedicated email address for communication regarding the status of your order, with a maximum response time of 24 hours:
This is the most efficient method compared to telephone communication as it allows us the time to communicate with our suppliers, or to check with our own production line as to completion dates for existing orders. As explained earlier, we may not receive an answer from our suppliers quickly, but we promise to reply to our clients, one way or another.
Thank you for your patience and understanding in these difficult times!