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Updating You On Our COVID-19 Response Plan

The health and well-being of our team, customers, manufacturers, and the community is our highest priority. We continue to monitor the current global health situation with COVID-19 and as a result are proactively preparing and implementing a number of contingency plans to ensure that we keep our team members safe, while supporting our customers and manufacturer partners with excellence. This incredibly important effort is being led by a task force that is now fully dedicated to COVID-19 contingency planning. Below is a brief update on a few key areas:

In-Stock Inventory

We always maintain a very high level of inventory across our Fort Wayne (IN), Addison (IL), and Toronto (ON) distribution centres to maximize in-stock availability. While our “regular” inventory levels are sufficient to support the near-term needs of the business, we have taken proactive steps to invest in significant additional inventory to protect against potential supply chain variability. We are also working closely with our manufacturer partners to identify any supply chain challenges that may arise. We stand prepared to make additional investments as needed to support our partners and expect to be able to support all customer needs at this time.

Supporting our Customers

We have developed plans to ensure customer service continuity and limit operational disruption. Part of our plan involves having some of our team members working remotely to reduce the number of team members at our primary locations and prepare for our entire customer service team to work remotely if it becomes necessary. We are also taking several significant steps to protect our distribution centres and distribution center team members. We understand that the current risks remain low in the areas where our primary customer experience centres and distribution centres are located, but we want to make sure we deliver an uninterrupted experience for our customers and manufacturer partners as the situation continues to evolve.

We also encourage customers to visit or for basic parts research, purchasing, and order status. Over half of our orders are currently entered digitally and our websites are available 24/7. You can also email us at [email protected] or [email protected], or live chat with us.

Taking Care of Our Team

We have restricted team members’ business travel and have implemented a process to monitor personal travel. We also want to protect the health and safety of our customers and manufacturer partners as we work through the current situation. As a result, we are encouraging our team members to set up conference calls or video conferences instead of in-person meetings and we have limited visitors into all of our locations. We are also limiting our near-term attendance at conferences and events, most of which have already been cancelled.

Safety is one of our core values and has always been our highest priority. We will continue to monitor this situation, which is evolving very quickly as we all know. We are in contact with local health authorities and continue to review information from the Centres for Disease Control & Prevention (the CDC) on a regular basis.

We will keep you informed of any new information. If you have any questions, please reach out to your Parts Town or Heritage team member.

We will all get through this challenging and uncertain time together.

Thank you for your partnership.