To Goldfields Toys & Games customers,

I am writing with sad news about our courier: as of Monday 21st, September 2020 the Bendigo depot for Aramex (Fastway Couriers) has closed temporarily and is currently undergoing management changes.

In the statement given to us on Monday by Aramex Head Office, we have been assured that courier collection will still happen although we should expect an extra day for collection (ie. we can no longer promise same-day collection), but shouldn’t expect any further delays in parcel delivery.

However, as of right now (Thursday 24th, September 2020), we have several orders that have come in since Friday afternoon that are still waiting for collection from the couriers. To us, this really isn’t an acceptable turnaround and we’ve been working hard to secure alternative arrangements.

Current orders

If you have an outstanding order with us (preorder, special order, backorder, etc.) we are honouring the original shipping cost we quoted you and we will still use the Aramex courier network, however your order may have a day or two delay in getting into the Aramex network.

Future orders

This workaround isn’t a viable solution in the long-term and so we have had to make the difficult decision of no longer offering courier delivery as a shipping option.

What this means is that we will be offering Australia Post as our primary delivery service with a flat-rate of $14.99 and with free delivery on orders over $300.

At the moment we don’t know what the change in management at the Bendigo depot will mean long-term, or even if there will be new management any time soon. We hope that we can resume the fast, affordable and reliable courier service that you have come to expect from us.

Why is this such a blow to us?

Our business model from the very start has always been to be a friendly local game store (FLGS) to regional Central Victorian residents (and anyone else around Australia who liked our products and services), and this has gone hand-in-hand with having a local courier depot offering us great value delivery services to a vast area of Central Victoria that was fast and reliable.

I know first hand how hard it can be to find a really good FLGS in a regional area, so after setting up a dedicated games section at Castlemaine Office Supplies we decided to throw our hat in the online arena. Our focus for Goldfields Toys & Games has been offering customers in regional Central Victoria a “metropolitan service” with the regional local business attitude.

However, if finding a FLGS in regional areas was hard, imagine what it must be like to find a delivery service that ticks all the right boxes! We know that shipping rates can make or break the success of an online retailer, and if we want to feel like a metro game store to Central Victorians, we really needed the shipping rates to match it.

Fastway came in very early on as we were building our website, and after speaking to them it was clear that they were exactly what we wanted as they were a family-owned business (just like us) and offered really good value delivery rates to the areas we wanted to extend our services to (Bendigo, Shepparton, Echuca/Moama, etc) with the kind of rates that you’d only see if you were in metropolitan areas.

Their involvement as our primary shipping partner has shaped a lot of our shipping policies and internal procedures and to lose that connection is a real blow to our business and morale.

Since the COVID-19 lockdowns began 6 months ago, we’ve been able to deliver hundreds of packages through the Fastway network and still maintain a fast and reliable 1-2 day turnaround to Central Victorian areas as well as metro Melbourne and surrounds. We have seen a lot of new and returning customers (ie. you) who have played a big part in keeping our business going and growing in these uncertain times – your continued support has meant a lot to us.

We humbly thank you for your custom over this time, apologise for any inconvenience this change may have, and hope that you may continue to support us to offer great games and puzzles at great prices.

Stay safe and well,
Justin Hallam-Stephens
Goldfields Toys & Games Sales Manager

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