An Open Letter From CEO, Tristan Swanwick

Hi all.

We hope you, your family, and loved ones are staying healthy, well and productive!

We want to assure you that Swanwick is taking extra steps to ensure the wellbeing of both our team members and customers during this time.

With a largely remote workforce spread around the world, we’re fortunate in that most of us are well used to working from home and all the challenges that entail. 

Our Business Development Manager Alaina is a zen master at juggling work life with her 5 homeschooled sons and one overgrown teenager (ie her husband).

And Customer Solutions chief Sarah is an expert at conducting video meetings while contending with her pet cat Lamington walking over the top of her keyboard.

The restrictions on international travel are not without its positives as my mother Jill Swanwick is thrilled that my brother and co-founder James has been left stranded in our home town of Brisbane, Australia.

She jokes that it’s taken a global pandemic to get her eldest jet setting son to spend some time at home. 

Meanwhile, although I typically prefer to utilize a co-working space, I’m slowly becoming accustomed to working from home.

I’m incredibly lucky to be spending time in Cambridge, England, where my partner is a doctor for the National Health Service.

Although I’m worried about what she’s facing each day at the hospital, the anxiety is helped by having an amazing view from my living room window during a warm and sunny English spring.

On a serious note, we’ve also been in constant communication with our partner warehouses to ensure the safe and sanitized storage and delivery of our products as well as those responsible for them day-to-day. 

Some of the steps our partner warehouses and fulfillment centers are taking:

PERSONAL HYGIENE & PPE

Team members are continuously provided with personal protective equipment such as hand sanitizer, masks, gloves, and disinfectant products.

INCREASED CLEANING

An increased frequency of routine cleaning and disinfection of all frequently touched surfaces in the workplace such as workstations, countertops, doorknobs, and restrooms. 

Team members are provided with disposable wipes and gloves so that commonly used surfaces can be wiped down before each use. 

Additional cleaning shifts have been added to further support operations and added cleaning logs have been put in place.

INCREASED COMPENSATION & OPEN DIALOGUE WITH TEAMS

Many warehouse team members have children at home from school and are finding alternatives to public transportation.

To assist and thank them for their continued dedication, a 10% compensation increase for frontline staff has begun.

There is also continuous communication with teams on operational statuses to ensure everyone is keeping up-to-date on sanitation tasks and employees’ health. 

RESTRICTED ACCESS AND TRAVEL

Warehouse access is restricted only to associates who are tasked with processing orders and there is restricted travel for all employees between warehouses.

Delivery

As for getting our product into your hands, while there are some minor delays, delivery times are largely unaffected. 

Returns/Exchanges

We understand that returns and exchanges can be a little difficult at the moment so we're currently extending our 30-day return policy and will not require physical returns to be made within the regular timeframe. All we ask is that you reach out to us within 30 days if you wish to make an exchange or return so that we can register your request and help you with your needs.

Customer Support

Our amazing customer support team is maintaining normal hours with team members working remotely from home. So feel free to drop us a line with any questions or to just say hi!

I’d like to take this opportunity to thank our amazing team for their commitment as well as you, our customers for your continued support!

Together we will survive and thrive!

Tristan Swanwick
CEO
SWANWICK