HOW ARE YOU DOING?
Firstly, we hope you and your family and friends are healthy and managing the changes seen this week with as little disruption as possible.
In the space of a few short weeks, the coronavirus outbreak has become a major impact on all our lives and we wanted to take a moment to reach out and say “Hi” and let you know as always we’re here to serve riders, help you and to update you that we’re running as normal here at Cairn Cycles.
We’re certain you’ve been receiving many emails regarding this situation, so will keep this brief and answer some questions you may have, let’s start with the most basics…
Where can I buy toilet roll?
We are running a bit low in the office so if you know, we would appreciate it.
What’s happening at Cairn Cycles?
We are operating and working as normal; deliveries, shipping, order processing, emails, live chat, product launches, wheel development. Everything we were doing before is still fully operational and we are focusing on the delivery of excellent customer service and performance products.
Are your staff safe and healthy?
This is our top priority. We can’t serve you, our customers, if we don’t look after and care for our staff.
We have listened and adhered to all government recommendations whilst implementing our own measures that go above and beyond them. All staff that can work from home have been for the last week and will continue to do so for as long as we need. Those working within our office and warehouse are following ‘zoned’ working spaces and are safely managing themselves and their co-workers. Anyone who is ‘high risk’ or is in close contact with someone who may be, these people have been given priority care and consideration to re-role to allow home working.
Whilst we miss each other, we do get to video meet daily and have established an online family environment just as we had before and the same one we share with you, our family of riders, when you need us to serve you by live-chat, phone, emails, etc.
How does all this affect you the riders who have made Cairn Cycles possible?
We are working as usual and all orders are being given the same importance and priorities - exactly as before. So any impact on you the riders should be minimal.
When can I expect to receive my order?
In-stock Bikes – as normal
We are working as normal and achieving all our dispatch promises without issues and are in regular contact with our couriers – all of whom are operating as usual. UPS, DHL and our land couriers are all running at their normal delivery timescales.
More information on our delivery promises can be found here… Our delivery promise for in-stock bikes is 3 – 5 working days.
As you may expect there may be the odd inward bike shipment that has a couple of days delay, but we do not expect any major or long delays as a result of Covid-19
As standard, we will communicate all order updates and delivery information via email.
In short, everything we have placed on order is being processed. As in the UK, we have a fantastic Cairn Cycles family abroad working with us and they are based in Taiwan where they have an excellent Covid19 government plan and have only 2 fatalities total in a population of 24 million people and so production is all as normal too. We love and hugely respect the great people in Taiwan who have served our riders and those of many large high-performance bike and components brands for several decades, we are honoured to work with them, thank them for their technical production, just as we are honoured to serve you our riders.
Want to talk to us?
Please get in touch! Exactly as you might normally - we have email, live chat and phone coverage so please reach out and we will help you and we are well-staffed and ready to help.
Customer service and communication is key, and we want to assure you we are right here to help with whatever you need.
• Email – firstname.lastname@example.org – aim to respond in 4 hours, but always within 1 working day.
• Live chat – Monday - Friday: 9:00 - 17:00 (GMT) Saturday - Sunday: 13:00 - 17:00 (GMT) Chat to us using the chat icon on the bottom right hand of the website. It's the quickest and easiest way to answer your questions.
• Phone - +44 (0)1273 931 428 - Monday - Friday: 9:00 - 17:00 (UK)
We responsibly must advise against unnecessary personal visits to our facilities – just for the time being to keep everyone safe but otherwise please keep in touch.
If you would like to book a test ride we are trying to facilitate these at this time but please contact us first.
I have cabin fever, what can I do?
Ride your bike, if your local health advice suggests you should.
We know the importance of cycling and how it can positively impact our lives and we encourage you to breathe in the fresh air and get out and ride!
It boosts our health and keeps us fit and strong – which let’s be honest is mega important right now!
It can help - we often feel calmer and more focused during and after physical movement.
It can also reset and relieve our mental and emotional health – something we all need to be mindful.
A reminder to us all that we each have a personal responsibility to ride safely following all recommendations regarding how to ride during these restricted times of social contact. It is really important that you follow your local area and government guidelines.
What about the future?
Although we don’t have a crystal ball to see into the future, we want to reassure you we are operating as normal and focusing all our attention on how to best meet our promises and serve riders. We’re working on exciting projects and developing new and innovative products which we look forward to sharing with you over the coming months. We will keep you updated of any changes or new information and will be with you every step of the way or rather every pedal stroke!
If there’s one thing we know – we are a family of likeminded cyclists who are working hard to support, care and be with you long into the future.
We wish you all the best health, we continue to thank you and are, of course, honoured to serve all you devoted riders.
The Team at Cairn Cycles.