Covid-19 Supply & Shipping Updates
Last Updated: 18/10/2021 - (Original Post 2020)
Some Painful News:
There are a number of delays, beyond our control, due to the massive global disruptions caused by Covid-19. This affects the entire supply chain all the way from Raw Materials to Components to Manufacturers to Distributors to Retailers to End Users. 
  • Freight volumes are much higher than even record Christmas-levels, and will likely continue. Well over 100 million parcels are being processed per month! 
  • Truck drivers requiring to be COVID tested at state borders 
  • Additional Covid-safe work practices at freight sorting depots
  • Short term shut downs of freight sorting depots due to COVID outbreaks
  • Staff shortages at all Couriers & Australia Post with random furleoghs and stand-downs due to Covid-19 outbreaks.
AusPost - Auspost is still prioritising Express Post items. AusPost Covid Updates. Note that some items may take several days to show tracking information, as they are receiving a record number of parcels.
  • As always, please contact us first if your order is urgent, as not all products show stock levels on the website. Express Post is the fastest method once and item leaves our hands. 
Firstly, we understand your frustration since Covid-19 hit the world, especially during lockdowns. Please do not take that out on us. 99.99% of you are awesome, but at the first sign of any abuse, raised voices, etc: our relationship is over. No one comes to work to be abused! At the end of the day, Spas & Pools are first-world luxuries. :-)

During Lockdowns:
Shopfront will be closed to the public, but Pick-Up orders still available. Order online and we will contact you when your order is ready.

Emails & Technical Queries:
Due to the overwhelming number of inquiries we receive during lockdowns, please be patient, as our phones and email get bombarded like crazy! There's just not enough "technical" people in the country to get to everyone super-fast. We are trying to get through everything as quickly as possible. We are also limited in the number of people we are allowed at the office due to the Covid-19 restrictions.

Ordering & Shipping:
We are still shipping faster than anyone else in Australia. We take pride in getting orders out as fast as possible. Australia Post is still recommending EXPRESS POST, as they prioritise this over all other methods.
 
Express Post means it is the fastest delivery method once the item leaves our hands. It does not mean an item is in stock. As always, we encourage you to contact us before ordering if your item is urgent.

Older News:

  • Toll has had a worker strike, which has affected pickups and deliveries from many manufacturers and distributors. We rarely use Toll to send orders, but it has meant some deliveries to us, and some drop-ship orders to be delayed.They rarely make Toll Covid-19 updates.
  • TNT has had a Covid incident in NSW which has resulted in pickups from some distributors to be delayed. This has particularly hit SpaNet products, which we were only told about 30/08/2021. TNT Covid Updates
Firstly, we understand your frustration since Covid-19 hit the world, especially during lockdowns. Please do not take that out on us. 99.99% of you are awesome, but at the first sign of any abuse, raised voices, etc: our relationship is over. No one comes to work to be abused! 

During Lockdowns:
Shopfront will be closed to the public, but Pick-Up orders still available. Order online and we will contact you when your order is ready.

Emails & Technical Queries:
Due to the overwhelming number of inquiries we receive during lockdowns, please be patient, as our phones and email get bombarded like crazy! There's just not enough "technical" people in the country to get to everyone super-fast. We are trying to get through everything as quickly as possible. We are also limited in the number of people we are allowed at the office due to the Covid-19 restrictions.

Ordering & Shipping:
We are still shipping faster than anyone else in Australia. We take pride in getting orders out as fast as possible. Australia Post is still recommending EXPRESS POST, as they prioritise this over all other methods.
 
Express Post means it is the fastest delivery method once the item leaves our hands. It does not mean an item is in stock. As always, we encourage you to contact us before ordering if your item is urgent. 
 
Shortages & Delays:
There are still some shortages of products that are out of our control due to Covid-19 production & shipping delays. As soon as we receive stock, it's sent straight out, usually the same day we receive it. This compounds everything, as we spend A LOT of time chasing up things. We speak to all importers and distributors daily. 

Known Delays:
  • Astralpool / Hurlcon electrical spare parts in particular have been affected, often with no ETAs. Viron, HiNRG, and ICI 200 heaters are no longer available.
  • Balboa Australia has a new distributor as of early 2021. Their last distributor bungled things quite badly, so it's taking some time for the new distributor to get things sorted and in stock. Balboa manufacturing overseas is trying to keep up with demand, and containers arrive into Australia constantly. Many older products may or may not come back.
  • Davey has had some shortages of products coming from overseas. Most products are due late July - August 2021. We expect several older products to be discontinued. Spare parts and some control systems are still delayed, mostly for older products.
  • Gecko is prioritizing spa manufacturers overseas, so some of their spare parts will not be available for long periods of time. We expect many older products to be discontinued.
Extremely Busy:
The demand for Spa & Pool products is unprecedented. Finding staff that know our products like we do is near impossible. If we can't answer your calls, it means we are on other lines, or serving customers in the shop. In those cases, please email us at sales@heaterandspaparts.com.au. We recommend all ID & Technical Queries be emailed.

Hopefully things return to normal eventually. It has been very tough, the last 18 months, with an unprecedented demand for spa parts and pool heating. We really appreciate your patience and understanding. Lets stick together & get through this! 

We've been around a long time, and we're known to bend over backwards to support our customers. There has been a tiny number of aggressive, angry, people we've dealt with during this time. No one deserves that, especially when we are all doing our very best in these times. At the first sign of raising a voice, aggression, etc, we have no choice but to cut ties.