In these trying times, everyone has a part to play in helping to stop the spread of Covid-19. A record number of customers have turned to online grocery services such as Jou Sun in order to receive fresh groceries from the safety of home. While we are proud to play a part in the lifestyle changes of our customers, we are also facing new challenges and responding to them with new measures that we would like to inform you of.
為什麼沒有送貨日期或時段可供選擇？ Why have there been no delivery dates or time slots for me to select?
Since late January, Jou Sun has seen an order growth of several folds beyond what we were accustomed to, a growth which our current capacity and operations is not designed to support. The recent re-escalation of the Covid-19 situation has brought a second wave of order surge to Jou Sun, causing our delivery schedule to often be completely full for the upcoming week. Unfortunately with limited resources we have not bee able to respond flexibly enough to immediately open additional capacity to fulfil demands. Various technical issues as well as stock-keeping diffiulties for stores are also preventing us from offering time slots more than 7 days in advance on our checkout page. We are, however, aware that shorter waiting times would benefit both our customers and our stores tremendously, so please rest assured that we are working around the clock to put new plans together to increase our daily delivery capacity.
我現在可以怎樣下單？How do I place an order in the meantime?
If you want to place an order, additional delivery time slots will be made available for selection at 8pm every night. Your items will be saved in your cart as long as you are logged in if you wish to browse and add products at a different time. Thank you for your understanding and apologies for the inconvenience.
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你們實行甚麼措施來保持衛生及社交距離？What measures have you put in place to ensure proper hygiene and social distancing?
Being in the business of fresh groceries, hygiene, safety, and traceability has always been our top priorities. Having said that, we also have additional measures in place at this time:
1) It is the official company policy of our logistics partner that all staff members must wear face masks at all times while on duty. This includes delivery drivers.
2) Reducing face-to-face contact when receiving your delivery:
- For Signature Delivery: You can continue to select between unboxed and boxed deliveries. For unboxed deliveries, products are brought up from the van to the delivery address in a basket from which customers can collect their items. We ask that customers also put on a face mask when collecting items from the driver. If you would like to prevent face-to-face contact with the driver, please select boxed delivery at checkout for your order to be packed in a paper box and left outside your address.
- For Green Delivery: Green Delivery is only offered as boxed delivery. In the current circumstances, we are allowing customers to request drivers to place their deliveries at their doorstep. Simply inform the driver that you would like the order at your doorstep when they call you before your delivery. Please retrieve your order as soon as possible as Green Delivery packaging is not designed to provide prolonged temperature regulation.
We thank you for your trust and support at this difficult time and we look forward to continue serving you. We’re all in this together.