How are we operating under different Alert Levels?

The safety of our people, customers and communities is our highest priority. We follow all government guidelines for COVID-19 responses.

Please see below for details on how we’re operating under Alert levels 4, 3 and 2, followed by FAQs. As Alert Levels change, we’ll update this page with any additional information.

Please Note (Latest Update as of 20 Sept, 2021):
Whilst our Auckland DC will be operational from Wednesday, please bear with us as we navigate reduced resource capacity due to safety protocols, a large backlog of orders and transport disruptions. Please note that exact ETAs for delivery dates will be difficult during this first week as we start back up.

Auckland Customers 
If you have an open order with us and your business won’t be operating as normal on Wednesday 22 September, please contact us on 0800 303 606 as soon as possible to let us know. 

Good news, if you had a Melteca order in with us prior to lockdown, our MTO Melteca has been pressed in Hamilton advance of the Alert Level Changes and is ready to go. These orders will be prioritised, and we anticipate them being delivered in the first 3-4 working days. 

All others stock items will be dispatched when possible. Due to transport constraints, this is likely to be from 3-4 working days once the above orders are delivered. 

Rest of North Island 
Stock items sourced from Auckland will be dispatched from the move to Alert Level 3. There will be delays due to transport availability, please bear with us as we do our best to get product to you. 

South Island Customers 
Freight capacity from the North to South Island has been severely limited due to ferry outages. This may result in delays to delivery times in the South Island. However, we’re anticipating having restocked the majority of our branches’ and DCs core stock lines this week. 

How You Can Help Us Speed Things Up
Edgetape 
Please order in full roll multiples where possible, as we’ll be initially prioritising full roll orders. 

Caesarstone 
Please order in full A-frames where possible and email Aframe@laminex.co.nz to arrange return of frames as quickly as possible to assist in reducing lead times. 

How is Laminex operating under Alert Level 4?

Laminex production and deliveries of stock is paused in areas under Alert Level 4. Additionally, sample distribution and merchandising cycles are on hold during Alert Level 4.

If you have an order with us, this will be dispatched once the Alert Level changes to allow us to make deliveries. We’ll keep you updated on dispatch progress once level changes are confirmed. Any orders placed in Alert Level 4 will go straight into the queue and dispatch will resume once Alert Level changes allow us to do so.

How is Laminex operating under Alert Level 3?

Production and deliveries of stock will be processed in areas under Alert Level 3. Please be patient with us as there may be delays due to increased safety protocols and varying Alert Levels between our production and distribution centres.

Additionally, sample distribution will resume under Alert Level 3; however, merchandising cycles will remain on hold during Alert Level 3.

Our plan to reduce transmission risk is robust and includes additional hygiene measures, physical distancing, and contract tracing processes. An important part of this plan is safe management of collections and deliveries. We ask that you support us by reviewing and adhering to these rules that will remain relevant at Alert Levels 3 and 2. View the rules here.

How is Laminex operating under Alert Level 2?

Production and deliveries of stock and samples will be processed as normal in areas that are in Alert Level 2. Please be patient with us as there may be delays due to increased safety protocols. Merchandising cycles will also commence under Alert Level 2.

Our plan to reduce transmission risk is robust and includes additional hygiene measures, physical distancing, and contract tracing processes. An important part of this plan is safe management of collections and deliveries. We ask that you support us by reviewing and adhering to these rules that will remain relevant at Alert Levels 3 and 2. View the rules here.

What happens in the case that there are varying Alert Levels throughout the country? E.g. Auckland is at Alert Level 4 and the rest of New Zealand is at Alert Level 3.

In the case that there are varying Alert Levels, please refer to the above section “How are we operating under different Alert Levels?” for details in your area. Please be aware that our Auckland DC stocks a large portion of our product range for the country and is not able to dispatch under Alert Level 4, meaning you may still experience delays or part deliveries as the rest of the country moves into different levels. We’ll do our best to keep you informed on delivery progress as the situation develops.

Can I still place orders under Alert Level 3 or 4?

Yes, orders placed will go straight into the queue and dispatch will resume once Alert Level changes allow us to do so. Website delivery dates shown on orders may not be accurate – talk to your Laminex Business Partner for more detail on individual orders.

How can I track my order status?

If you have an online account your expected delivery dates in your Order Summary may show incorrect dates. This is to ensure that our system will process the oldest orders first as soon as we are able to resume dispatch and deliveries. Your order status will change to “Order being Delivered” as soon as it’s dispatched. You can sign up for email alerts when your order is dispatched – email customer service with your preferred email address for your company on csc@laminex.co.nz 

How can I track my sample order status?

If you would like to follow up on the status of your sample order or urgently require a sample please call our sample provider, HOOP NZ, on 0800 99 99 39 or email samples@laminex.co.nz. If you placed your sample order online please quote your order number.

What measures are you taking to maintain proper hygiene and physical distancing for deliveries and pickups?

As always, safety is our top priority. We have a robust plan to reduce transmission risk, including new hygiene measures, physical distancing and contract tracing processes. Two important parts of this plan include safe management of collections and deliveries. We ask that you support us by reviewing and adhering to these new rules that will remain relevant at Alert Levels 3 and 2. View the rules here

Do you have good stock levels?

We have good stock levels across our product portfolio

Are your freight providers running, and if so, in what capacity?

Freight providers will be operational during Alert Levels 3 and 2 as they are deemed essential services, however there may be slight delays as they work through backlog of deliveries.

Will there be any freight arrival date issues expected for product in international transit

It is likely there will be some delays; however, we will do our best to keep you informed of any anticipated delays.

What do we do if we need product for essential services?

We have an emergency service contingency plan in place for government and/or essential services. If you have an order that you believe is essential, please contact your Laminex Account Manager or our National Sales Manager, Jeff Tutt at Jeff.Tutt@laminex.co.nz

Will there be enough customer service support during this lockdown period?

We are confident we will be able to support our customers in all regions during this period. For the quickest way to place an order, we recommend ordering online. Create an account here.

Can you still be reached on 0800 303 606 for technical advice?

Yes, you are welcome to make any technical enquiries via this number and we will respond as soon as possible. Alternatively, you can contact our technical team directly here.