Coronavirus Information for our Customers

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During this difficult time, we have made some changes to help us deal with the coronavirus outbreak and the effects it has on our business.

We are following government guidelines on how to operate our business during the coronavirus (COVID-19) outbreak. Any changes that affect our customers will be updated on this page.

We regularly write about topics that impact acupuncture and herbal medicine, particularly in this exceptional situation. Visit our blog here.

Last updated 05/01/2021

Opening hours

In order to protect our team and to ensure we are able to operate continuously throughout the pandemic, we have decided to furlough a number of our staff. As we will operate with a skeleton structure, your order may take longer to dispatch than usual.

Our working hours will continue to be Monday - Friday 9.00am - 5.30pm until further notice.

You can still contact our customers service and sales team by calling +44 (0) 1245 350822 or emailing info@phoenixmd.co.uk but please be aware that customer service response times by phone and email are limited. We will endeavour to respond to your query as soon as we can.

Ordering

We are still dispatching orders, but it may take us a little longer than usual. The majority of our orders will be dispatched within 1-3 working days. Large orders (over 30kg) may take up to 7 days to be dispatched.

Maximum Order Quantities

As the majority of our goods are imported from China and we are amidst the second wave of the pandemic, we are experiencing a global trade imbalance where there are more imports than exports from the UK. This means that there is a high demand for incoming air and sea freight. We have plenty of stock available, however the majority of our new stock is on standby in China. We are experiencing delays with logistics as we are waiting for shipping vessels to become available. As we anticipate a temporary shortage in stock whilst we wait for our new stock to arrive, we have imposed maximum order quantities on dried herbs and concentrated granules to ensure that there is enough to go around within Chinese medicine community here in the UK and Europe. Herbs are restricted to 2 items per order until further notice.

We appreciate your patience and continued support.

Collecting orders from our office

Orders may be collected from our office, but non-contact pick-up is mandatory. No customers will be permitted to enter our office building. We will also require payment in advance via our online payment gateway on our website or by telephone. Please let us know when you will arrive and we will ensure your parcel is left outside for your arrival. This will help to ensure the safety of our staff and customers.

Our office address is:

Phoenix Medical Ltd
5 Lonebarn Link, Springfield Business Park
Chelmsford
Essex
CM2 5AR

Domestic Deliveries (UK)

Our main UK courier is DPD and they are operating as normal. All orders are sent on a next working day service, unless requested otherwise. DPD reported that although demand for their delivery services are at their highest ever, their service is on time for 99.9% of parcel deliveries as there is 75-80% less traffic on the roads.

International Deliveries

We use DPD for international deliveries and there are several restrictions in certain regions and postcodes. Click here for a list of countries with current delivery restrictions. Visit the DPD website COVID-19 bulletin for more information.

Price Changes

The pandemic has impacted trade all over the globe and whilst we are experiencing increases in import costs for all of our goods, Phoenix Medical has no plans to increase prices for customers. We have pledged to maintain product prices at pre-pandemic levels for as long as possible. As an ethically conscious company, we understand that this is a difficult time for many business owners and we do not wish to cause added financial stress to our customers. We will be absorbing any price increases throughout the pandemic for as long as we are able to.