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COVID-19 Resources

DISTRIBUTION, PACKAGING & SUPPLY UPDATE | 06/05/2020

As the COVID-19 situation continues, we know clinics are rightly concerned about continuity of supply for the vital products used in your clinic.

We are pleased to advise that all Zoetis manufacturing sites remain open. While we have seen an increase in demand in recent weeks, we remain confident in our ability to continue meeting your needs in the months to come.

Additionally, below is an update on measures being taken by our logistics partner DHL to minimise risk of transmission and delayed supply.

Warehouse Operations

    • DHL sites are running a dual shift operation with a deep clean conducted between shifts on equipment and facilities
    • All morning delivery drivers are enforcing the 1.5m rule and do not return to the depot in the afternoon
    • DHL delivery drivers are arriving at hubs or warehouses and parking, pulling truck curtains and then retreating and remaining in the designated driver waiting areas

Protecting You and Your Clinic

    • All DHL drivers are issued with gloves and sanitizer in their cab
    • If you are uncomfortable signing to accept an order, the driver can take your name and a photo, to provide a contactless delivery
    • The use of the biodegradable ‘yellow bag’ for metro ambient deliveries has been replaced by cardboard cartons, to reduce the volume of human touches on any delivery.

As a result of the precautions above, please expect a 24 hour delay on standard delivery timelines. We apologise for any inconvenience this may cause.

If you have any questions or need any further information around your deliveries and packaging please contact customer service: customerservice.au@zoetis.com

While some clinics are busier than ever, others have started reducing contact with clients, and may want to take the opportunity to learn from leading experts in areas such as dermatology, heartworm, cytology, diagnostics and more.

The Zoetis Academy has a range of webinars ready to view at a time that is convenient to you, along with upcoming live webinars you can register for.

Please click here to visit the Zoetis Academy: zoetis.com.au/academy

CLINIC RESOURCES

Recent feedback from some clinics has been that pet owners are unsure whether clinics remain open and what consults clinics are continuing to see.

With this in mind we have created an email template that you can adapt for your clinic usage, informing your customers that you are ‘Open For Business’. This template can be downloaded here.

We have also created social materials that you can use for your customer communications. These materials can be downloaded as one file from here. Alternatively you can choose which tile you want to download below:

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In light of the unfolding Covid-19 situation we will continue to create support materials to help you continue to communicate with your customers.  The Zoetis Direct ‘Clinic Resources’ page is also a great support portal which provides you with materials across a variety of our leading products. It includes videos, social and promotional materials for you to use. This portal can be accessed here. 

If there are other resources that Zoetis could provide to support your clinic we would love to hear from you. Feel free to email ben.reay@zoetis.com with any suggestions.

ZOETIS COVID-19 FREQUENTLY ASKED QUESTIONS

  • Is Zoetis still able to send orders to my clinic?
    Yes. Zoetis’ logistics partner DHL remains operational. DHL have introduced split shifts and other measures to minimise the risk of COVID-19 infection.

    Zoetis uses seven warehouses around Australia, so in the unlikely situation that one warehouse requires temporary closing, we can continue to supply you from our other locations.

  • Is Zoetis facing any significant supply issues as a result of COVID-19?
    No. While we have seen an increase in demand for Zoetis products, particularly in the Livestock sector, we retain normal supply levels on key products.

    We encourage you to order as needed, rather than feeling like you need to stockpile products in your clinic.

  • Have delivery times changed as a result of COVID-19 precautions?
    Yes. With split shifts in operation, and time taken to deep clean between shifts we expect most orders will incur a 24 hour delay compared to our standard delivery times.

  • Can I still receive my Zoetis order if states close their borders?
    Yes. Freight and logistics have been deemed an essential service, meaning warehouses can remain operational and delivery vehicles are not subject to any restrictions at state borders.

    Additionally, with warehouses in Sydney (x2), Melbourne, Brisbane, Townsville, Adelaide and Perth, most orders are sent from within the same state you are based, making interstate restrictions irrelevant.

  • What is Zoetis doing to minimise the risk of COVID-19 transmission?
    To help protect colleagues, customers and the community, Zoetis Representatives are working remotely until further notice, rather than calling on customers face-to-face. There are some exceptions to this for essential maintenance and installations, but only with the customer’s consent.

    In addition to this, our logistics partner DHL have issued gloves and sanitiser to all delivery drivers, and orders can be delivered without a signature, with the delivery driver taking a photo as proof of delivery.

    For metro clinics, orders that were delivered in the yellow biodegradable bag will now be delivered in cardboard boxes, as there are fewer human touches needed to package and deliver a box to your clinic.

    Finally, Zoetis head office staff are working remotely to eliminate the risk of transmission within the office.

  • Are Zoetis manufacturing sites still open?
    Yes, all Zoetis manufacturing sites around the world remain open. We are increasing production to build our stock on hand of key lines.

  • Who should I contact for more information?
    Please refer to the 'Need Help?' section for a full list of Zoetis contacts.

NEED FURTHER ASSISTANCE?

If you want to request a call or virtual meeting with one of our Vets, PSR's, Diagnostics specialists or another member of the Zoetis Staff, please send us an email at customerservice.au@zoetis.com

Who should I contact for more information?

Please see a list of Zoetis contacts below:

Customer Service
To place an order for a Zoetis product or to ask a question about your current order, please contact:
Tel: 1800 022 442 email: customerservice.au@zoetis.com fax: 1800 775 358

Accounts
For any account queries including billing or payments, please contact:
Tel: 1800 549 683 email: accounts.au@zoetis.com fax: 1800 775 358

Product Support
If you have product-related questions or need to report an adverse event associated with a Zoetis product, including a human exposure incident, please contact:
Tel: 1800 814 883 email: productsupport.au@zoetis.com

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