COVID-19 UPDATES

The Saddleback team is staying safe and working hard to keep you on two wheels during this tricky time. We'll be constantly monitoring the situation and regularly updating this page with information that supersedes our usual delivery, warranty and returns info.

OUR TEAM

In the wake of the ongoing Coronavirus pandemic, we want to reassure you that Saddleback is taking every care to ensure the safety and wellbeing of our staff while also providing the best possible service to you.

From day one, we brought in distancing within different areas of Saddleback HQ along with increased hygiene procedures. Since the government suggested home working, the majority of our staff have been working remotely with only essential warehouse and logistics support on site.

To protect those few who remain on the premises, we have further increased distancing and hygiene measures.

CUSTOMER SERVICE

We're still here to answer your questions about our products, help with your orders and offer the best possible service to you.

You can contact us via:

phone: 01454 285285
email: info@saddleback.co.uk

DISPATCH AND DELIVERY

We are continuing to use our usual Parcelforce 24 service, which has proved to be efficient and reliable during COVID-19.

The vast majority of deliveries are being made on time, however we cannot rule out the possibility of delays as couriers take steps to protect their staff and customers in response to government guidelines.

For more information on how delivery times and procedures might be affected, please view Parcelforce's Coronavirus update page.

Please check your tracking information directly with the courier before calling our customer service team to check the status of your order.

You can track your order on the Parcelforce website. Please note, it can take a while for the tracking number to register on Parcelforce's tracking system. If no tracking information is immediately available, please try again later.

For delivery days and order cut-off times, please see our Delivery Information page.

RETURNS

We offer 100-day returns, however, we appreciate it may be difficult to access Collect+ locations or Post Offices. As such, we are extending our returns period until such a time that services are widely available once again.

Please notify us of your intention to return your products within your regular 100-day period by following our normal returns procedure.

All condition of returned items terms remain the same as our regular returns information.

WARRANTY

For any warranty issues, follow our regular warranty information, but please be advised that processing of warranty cases may take up to three weeks.

COVID-19 Risk Assessment FOR SADDLEBACK LTD

WHO MIGHT BE HARMED?

• Staff
• Visitors to our premises
• Cleaners
• Contractors
• Drivers
• Vulnerable groups/ Elderly, Pregnant workers, those with existing underlying health conditions
• Anyone else who physically comes in to contact with us in relation to our business

CONTROLS REQUIRED

• Hand Washing – Hand washing facilities with soap and water are in place
• Drying of hands with disposable paper towels
• Staff are advised to use hand sanitiser upon re-entry to the building, these are supplied at each entrance
• Social Distancing – Reducing the number of persons in any work area to comply with the 2-meter rule where possible as recommended by the public health agency
• Face covering – staff must wear face masks while working in dispatch locations or away from desks  
• Lateral flow testing – testing twice weekly for those at HQ 
• Vaccination – Saddleback is actively encouraging staff to take the vaccine when offered it

Details Of Controls

Staff are reminded on a regular basis to wash their hands for 20 seconds with water and soap and the importance of proper drying with disposable towels.

Staff are also reminded to catch coughs and sneezes in tissues, avoid touching their face, eyes, nose and mouth with unclean hands. Tissues will be made available throughout the workplace.

Reminders throughout the buildings to reduce the spread of the virus, posters and other materials are available for display.

Staff are reminded to wear face coverings whilst working in any dispatch areas or when away from their desk for meetings, facilities, or breaks. They are also reminded to not spend more than 15 minutes face to face. 

Saddleback requires staff who work at HQ to undertake two lateral flow tests per week. 

CLEANING

Frequent cleaning takes place throughout the premises. All touch surfaces are cleaned daily such as door handles, kitchen areas, reception doors, light switches, chairs and desks using appropriate cleaning products and methods.

Changes To Work Patterns

• Taking steps to review work schedules
• Working from home
• Relocating workers to other tasks
• Staggered lunch breaks
• Virtual meetings
• Wearing of face masks
• Twice weekly lateral flow tests for employees working at Saddleback HQ

DETAILS OF Changes To Work Patterns

We have redesigned processes to ensure social distancing is in place.

Conference calls are to be used instead of face-to-face meetings.

We are ensuring sufficient rest breaks for staff.

Social distancing is also adhered to in kitchen areas and restroom facilities.

Where the risk assessment identifies the wearing of gloves as a requirement of the job, an adequate supply of these is provided. Staff are instructed on the safe removal and disposal of contaminated gloves. Staff are also reminded that wearing gloves is not a substitute for good hand washing. 
  
Staff are discouraged from sharing vehicles wherever possible.

Dealing With Symptoms of Covid-19

If anyone becomes unwell with a new persistent cough or a high temperature in the workplace, they will be sent home and advised to follow the stay at home guidance. Line managers will maintain regular contact with staff members during this time.

If advised that a member of staff or public has developed Covid-19 and were recently on our premises, the Board of Directors will contact the Public Health Authority to discuss the case, identify people who have been in contact with them and will take advice on any actions or precautions that should be taken.

Line managers will offer support to staff who are affected by Coronavirus or who have a family member affected. Messages through line managers will be carried out regularly to reassure and support employees in a fast-changing situation.

Mental Health

Mental health first aiders are promoting mental health and wellbeing awareness to staff during the Coronavirus outbreak and will offer whatever support they can to help.

Regular communication of mental health information and open-door policy for those who need additional support are offered to all staff.