Our Response to COVID-19

COVID-19 FAQs
 

*HEAVY WEIGHT ITEMS, OVERSIZED, REMOTE AREAS

Due to the extra weight or size of some products we carry, we are unable to offer them under our normal shipping rates or the $100 free shipping rate. These items are classified as Heavy Weight Items; they fall under their own shipping rates. These charges are calculated based on the weight of the product and the location you are shipping to. These rates are calculated prior to purchasing through Canada Post or UPS. 

If your order falls under any one these categories you will recieve a phone call from the shipping department regarding the cost of shipping which will be billed to you once confirmation to proceed with the order is recieved. 

 

How are safeguarding against COVID-19?

Northern Gecko is monitoring the situation closely as new changes arise daily. The safety and well-being of our staff and customers is top priority. We have put forward safeguards and procedures presented by the Canadian government and Toronto Public Health to keep our employees, customers, and community as healthy as possible while working to minimize the spread of the virus.

 

Our Shipping Centre:

  • Our shipping department is open during this time. New practices and procedures are being observed by our employees. This includes:
    • Social distancing,
    • Personal protective equipment (i.e. masks and gloves),
    • Enhanced daily cleaning and hygiene procedures
  • Please note that we are limiting staffing in the shipping Centre but this will not affect the timeliness of shipments.

 

Can I still make an order online?

Our website will remain open for online orders. Orders will be shipped out on the next business day or the same day depending on when the order was made.

*In-person pick-ups are currently affected by the situation. Please read our “Contactless pick-up” section for more information.

 

Can I still pick up my order at the shipping Centre?

In order to adhere to the appropriate social distancing guidelines to keep our employees and you the customer safe and healthy, we are offering a modified contactless pickup option.

 

Contactless Pickup

Our contactless pickup option allows customers to safely continue to pick up their orders locally.  If you would like to pick up your order in person you can select the “Pick up at warehouse” option at checkout. Once your order is packed and completed you will receive and email or call from our shipping department with details on how to pick up your order. This includes an estimated time of arrival, where to pick-up your contactless package, and how to show proof of order upon pick up.

 

Should I expect my order to be delayed?

Our team is working diligently to ensure that all orders are shipped within a timely manner while practicing our hygiene and safety procedures designed specifically for COVID-19.  

All orders will be packed and shipped by the next business day. Delays with Canada Post or UPS are out of our control.

We are here to provide confidence in times like this; you will get the supplies your animals need in a timely manner.

 

How can I contact customer service?

If you would like additional information and available options you can reach our customer service department at (416)630-0063 or by email at sales@northerngecko.net