COVID-19 and our commitment to you
Hours of Operation (shipping included): Monday – Friday 7:00am-4:00pm
To Our Valued Dealers, Distributors, Resellers and Consumers,
In response to the virus, we’ve implemented updated best practices in our workplace to help ensure the health and safety of our employees and customers. PRW Industries is also closely monitoring the COVID-19 situation and working tirelessly to serve the needs of our customers and individuals who are quickly adapting to new ways of life as we all pull together to curtail this outbreak.
Putting our Employees and Customers First
In accordance with California’s recent statewide stay-at-home order, some employees in our Los Angeles area headquarters are now working from home. We have temporarily limited on-site business operations to essential staff in our office and warehouse to ensure fulfilment and delivery of customer orders with minimal interruption. These essential employees adhere to recommended hygiene and social distancing practices, and janitorial services have been enhanced to preserve a clean, healthy work environment.
These precautions are designed to ensure customer orders are picked, packed and shipped by healthy employees. Once a package leaves our warehouse, it’s entrusted to one of our shipping partners. A large percentage of these orders are delivered via UPS or the US Postal Service, both of which are taking steps to ensure the health of their employees and safe parcel delivery. UPS has published its COVID-19 response and the USPS is following guidelines published by the CDC. PRW and its overland fulfilment partners are pulling together to deliver the highest, healthiest level of service to our customers.
Technical Support & Customer Service
PRW will continue to provide Customer Service and Technical Support via telephone on a limited basis. It may become necessary to return telephone calls at specific times of day to fulfill the needs of our customers and consumers. If the Customer Service and/or Tech Team is working from home, we have made arrangements for telephone transfers to respond to incoming calls. Please be patient, since inventory feeds may not be readily at-hand under those circumstances. Dealers, distributors, retailers, and resellers may wish to subscribe to our daily inventory feed. That service that is available in digital format at 4:00am PDT/PST every morning to better monitor product availability and keep your customers informed accordingly.
Commitment to Fair Prices
PRW is committed to fair pricing. Tariffs and other supply chain fluctuations, industry adjustments, and changes in consumer demand will no doubt place pressure on warehouse distribution and the e-commerce system as a whole. The management and staff at PRW Industries are especially grateful to you – our loyal customers – for helping to ensure best business practices, especially during trying times like these.
As the COVID-19 situation remains fluid, PRW Industries is committed to helping customers manage through these difficult times. Our company will continue to monitor and respond to federal, state and local health authorities to protect our employees and serve our customers safely, and with minimal disruption.
President, PRW Industries
As the world adjusts to the impact of the coronavirus (COVID-19), our shipping times/delivery has slightly changed depending on which shipping provider is used. Details are listed below and can be updated at any time.
Fedex: Temporarily suspending signature required for most deliveries in the U.S.
- Except for shipments with adult signature required, physical signature not required for:
- FedEx Express (U.S. and Canada)
- FedEx Ground (U.S. and Canada)
- FedEx Freight (U.S.)
- FedEx Office in-store (U.S.)
- FedEx SameDay City (U.S.)
- FedEx Onsite Retail Locations (U.S.)
UPS: UPS is maintaining delivery services except where limited by government restrictions. We are working in partnership with governments around the world to obtain exceptions that allow our operations to continue wherever possible, even in restricted areas. UPS delivery operations have been designated critical infrastructure by governments and we continue to pick up and deliver, even in restricted areas.
USPS: Despite the global health challenges we are facing, USPS remains committed to serving you. The safety of our customers and employees remains our top priority as we provide the essential service of delivering your mail every day. Get the latest updates on any service disruptions that may impact you.
USPS has temporarily suspended the guarantee on Priority Mail Express International® service destined for China & Hong Kong. Several countries have also issued updates on delivery delays or other service impacts.
Residential & Business Mail
Residential and business customers should check the latest shipping and delivery updates in your area. Also, be sure to double-check items that you may not mail such as flammable hand sanitizer and wipes.
Freight Carriers: LTL
- LTL carriers continue to operate within impacted areas and are considered “essential” providers of service.
- Our operations teams are monitoring pickups scheduled and messaging shippers in impacted areas (CA, NY, and PA currently) to confirm that they are available for pickup.
- Should any customers need shipments rerouted or held, as a result of business closures, our Ops teams are available to assist with that routing and to confirm what/if charges would be associated on a case by case basis.