COVID-19 Business Continuity Plan

COVID-19 Business Continuity Plan with Online Metals

This site page will be updated regularly should conditions change. (Last updated 3/23/20 2:00 p.m. PT)

At Online Metals we are committed to the health and safety of our staff and our customers as the essential component to successfully seeing our communities through this period of uncertainty.

During this time it is critical that we, as a reliable business, make it possible for all our customers to continue and maintain day-to-day operations with as little disruption as possible. We want to assure you that Online Metals is working closely with leadership at all levels of our organization and is ready and committed to avoid disruptions that may impact our operations, in order to keep your business moving forward.

Below are some short FAQ topics to help inform you about how Online Metals is currently prepared to support customers through this unprecedented time. Should you have additional questions or concerns, please reach out to our customer service team at sales@onlinemetals.com.

FAQ

No changes to operational service levels: Change of service updates will be posted to our website

It is expected that the COVID-19 outbreak will continue to accelerate over the coming weeks and that federal, state, and local government bodies will provide additional guidelines and mandates throughout this time. Online Metals is working closely with company leadership to ensure our staff and customers are kept safe and healthy while maintaining continuity of service and fulfillment standards. Changes to our operations that will affect customer service, shipping, and in-person pick up will be provided as urgent customer updates on our website. You will also be able to find the updates here on this page.

Adjustments to Online Order Pick Up (Will Call) protocol for customers in Seattle,  Los Angeles, Toledo, OH and Wallingford, CT

Qualifying orders are still available for in-person pick up in Seattle, WA; Northwood, OH; Dallas, TX; Atlanta, GA and Wallingford, CT  warehouse locations. However, for the health and safety of Online Metals staff and our customers we have just launched a social distancing protocols in Seattle, WA ; Santa Fe Springs, CA; Northwood, OH; and Wallingford, CT.  

  • SEATTLE, WA: In Seattle, we will meet you at our loading dock where we can transfer your order to you. Our regular pickup business hours remain the same. Please see on-site notices for change to pickup area.
  • SANTA FE SPRINGS, CA: As of Monday March 23rd, this location will have a social distancing protocol in place where we can transfer your order to you. Our regular pickup business hours remain the same. Please look for on-site notices and instructions for your pickup. If you need your order shipped to you, please contact customer service at 1-888-527-3331.  We are open from 5 a.m. to 5 p.m. PDT, Monday – Friday.
  • WALLINGFORD, CT: As of Monday March 23rd, this location will have a social distancing protocol in place where we can transfer your order to you. Our regular pickup business hours remain the same. Please look for on-site notices and instructions for your pickup. If you need your order shipped to you, please contact customer service at 1-888-527-3331.  We are open from 5 a.m. to 5 p.m. PDT, Monday – Friday.
  • TOLEDO, OH: As of Monday March 23rd, this location will have a social distancing protocol in place where we can transfer your order to you. Our regular pickup business hours remain the same. Please look for on-site notices and instructions for your pickup. If you need your order shipped to you, please contact customer service at 1-888-527-3331.  We are open from 5 a.m. to 5 p.m. PDT, Monday – Friday.
  • As each warehouse pickup location is different the enforcement of social distancing protocols may need to be implemented at any time. For all pickup locations, please have your order confirmation number in advance of arrival. When you do arrive, look for the pickup location signage and follow any special  directions carefully.

No changes to fulfillment of shipped orders

At this time there is no change to our normal operations for receiving, processing and shipping orders from our six warehouse locations. However, should the temporary closing of a warehouse be necessary, Online Metals has an operations continuity plan to delegate your order to another warehouse.  If we anticipate a delay to your order due to the warehouse change, we will contact you in two ways: 1) by way of email message to notify you of the operational change, and, 2) by way of customer notices on the Online Metals website.

No changes to Customer Service

At this time, there is no change to our customer service center hours of operation, phone and chat availability, and service response times. Online Metals is working closely with company leadership to ensure our staff in the customer service center are kept healthy and safe. Should circumstances change, Online Metals has a customer service continuity plan in place to be able to handle customer questions, orders and requests remotely from our office. Updates to any changes to our customer service response time will be posted as a notice to our website.

Thank you for continuing to work with us for your materials needs. We are committed to helping your projects succeed and are grateful for the opportunity to support our community in any way possible as we work through this crisis together.