Babycare.nl and the impact of the corona virus outbreak
Dear Valued Customer
With the ongoing global concerns related to the Corona virus, we would like to update you on the impact on our daily operations and our response to the evolving situation.
This page will be updated as new information becomes available.
The current situation is like this, in a question & answer format:
Is Babycare.nl’s customer service available?
Babycare.nl’s staff is working at separate locations. Some staff is working from home, some are working from the offices and of course the warehouse is up and running.
Response times are currently longer than usual. Please do give us a call when your question or concern is time critical. On our contact page you’ll find our phone numbers and free calling options.
Is the physical store operational?
In the store in Veendam we have implemented strict social distancing rules and hygienic measures to prevent further spread of the virus. When you visit our store, please read the rules before entering. When you are experiencing symptoms like coughing or fever we ask you to refrain from coming to the store and stay at home to prevent further spread.
Can I collect my order from the store?
Yes, orders can be picked up from the store in Veendam. To protect our customers and staff we’ll prepare your order for collection and will ask you to wait at the front. When you did not pay for your order via the website yet, we encourage you to pay by card.
Are products available as normal?There are 2 answers:
All in-stock products are physically available in our warehouse and can ship on short notice.
Products that are not in stock show an expected arrival date. This is an automated process that updates every night. As the manufacturer staff is also working from home we are seeing that this expected date is not as accurate as before. We are monitoring the arrival dates, but when you are on a tight schedule, please feel free to contact us.
For some products, shortages are foreseen as most production lines worldwide have been impacted. This mostly applies to strollers and car seats. So please plan ahead! Babies will not wait for stroller or car seat production to resume!
Do you ship internationally?Yes, we do! International orders are shipped Monday through Friday. When your order is ready for shipping we’ll send the tracking information by e-mail. We do advise you to select UPS as the shipping method. (Please see below.)
Are there any delays in shipping?Update August 26 2020: As the postal system remains clogged up, all international shipments will be routed through UPS when the shipping manager expects delays in the delivery route to you. This applies to all EU and worldwide orders except the Netherlands and Belgium. This way we can ensure delivery in the shortest possible time span.
Babycare.nl offers two shipping options: United Parcel Service (UPS) and PostNL.
At this moment UPS performs normally except for some regions. Please see below.
We are seeing severe delays via PostNL for some international destinations. Please see below.
For UPSUPS Standard shipping service takes 1-5 working days to any location in the EU. (All European UPS shipments are sent using UPS Standard service.)
UPS Express Saver can be used globally and takes 2-7 working days to arrive.
As UPS operates it's own network of hubs, trucks and airplanes, it is independent of third party transport. This results in dependable transit times.
Some countries have closed their air space. For these countries the shipments are queued and these will be transported as soon as air cargo can be sent.
Please check the UPS Corona Virus Service Update Page for the latest information.
When you have placed an order, please keep an eye on the tracking information that you have received via e-mail and register your e-mail address to alert you of any exceptions regarding your shipment.
For PostNLWithin the Netherlands and Belgium the maximum delay with PostNL is max. 4 days.
Within Europe we are seeing some delays up to 3 weeks, depending on the destination.
For most countries in Asia there is an initial delay of 1-2 weeks before shipments are loaded onto the aircraft. Further transit looks mostly normal, with a total transit time of 2-5 weeks.
The reason for these postal delays is that Postal services use passenger airline cargo space. As a result of the corona pandemic, passenger flights worldwide operate at an absolute minimum. Therefore delays are to be expected. The tracking information for these postal shipments will not update during the time in the queue.
Babycare.nl does not have control over this. We ask you to be patient.
Also here: Some countries have closed their air space. For these countries the shipments are queued and these will be transported as soon as air cargo can be sent.
Please check the PostNL International Service Alerts Advisory for the latest information.
And keep an eye on the tracking information that you have received via e-mail!
Processing delays in the Babycare.nl warehouseThe Babycare warehouse is seeing a steep increase in order volume.
We are doing our best to send in-stock orders for the Netherlands and Belgium on the same working day, when ordered before 17:00 hr CET.
Currently we can't meet our same day shipping promise for orders with an EU destination. Please allow an extra processing day.
Orders with a non-EU destination take up to 3 working days to be processed. This is caused by the time it takes to process export documentation.
What measures are taken at the time of delivery?Delivery of your order is done by your local postal company, a local courier service or by UPS. Delivery staff will follow local regulations regarding preventative measures to avoid the spread of the corona virus. To give you something to go on, delivery staff will keep a distance when delivering or place your shipment at your front door to avoid physical contact. Please keep your ID at hand; it may not be allowed to sign for delivery so the courier will need to see your ID.
We will continue to do our best to ensure you receive your ordered products so you can enjoy them as soon as possible. We sincerely hope that the current situation will normalize and we hope your will stay safe and healthy.
Your Babycare.nl staff will be available to answer any questions.