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Stuller Update on COVID-19

Dear Stuller Partner,
 
We have been amazed and in awe of the multiple stories we’ve heard from a number of you regarding your Herculean efforts to get your business up and operating in ‘the new normal’. At Stuller, we have been laser focused on returning to full operational capabilities — while putting in place detailed and vigilant safety and wellness policies — in order to help you meet the challenges ahead. I’m happy to say that we’re fully back! 
 
In addition, we are pleased to announce that we will offer free shipping on all orders over $100 beginning today April 27, 2020, and lasting through Mother’s Day, May 10, 2020. Please click here to learn more.
 
As we partner with you to rebuild our businesses together, we understand the value of every transaction. You can count on us to deliver the consistency and dependability that you’ve come to expect with a little lagniappe (a little extra) in every package. 

Click below to see how our teams have been working hard behind the scenes to get up and running for you. 


 
Danny Clark
President 
Stuller Inc. 




Danny Clark A Letter from our President header

Stuller Update on COVID-19

Dear Stuller Partner,

Over the next few weeks, depending on your business location, markets will begin slowly reopening. We understand the multiple challenges this creates as you seek to balance the safety of your customers and employees with the desire to get your livelihood thriving again. At Stuller, we have been diligently preparing to meet your needs, whatever they may be. Our service levels have been fully restored in the following ways: 

  1. Phone services and Live Chat are operating from 8:00 a.m.-7:00 p.m. CDT. Please call us at 1-800-877-7777.
  2. As always, Stuller.com is available for you 24 hours a day, 7 days a week.
  3. Manufacturing services, including casting, metal fabrication, stone-setting, engraving and CAD/CAM, are restored and ready to assist.
  4. Beginning today, April 20, we will be shipping your orders out on a daily basis, 5 days a week.

We are ready to accept and process your diamond and/or metal clean scrap, as we’re aware that gold markets have hit recent highs. We know that this may be valuable to you as you work to reignite your business. We also recognize that there’s a new normal that everyone is working towards. Our goal is to make it easy for you by providing the quality, speed, and service you’ve counted on from Stuller for 50 years.

Danny Clark
President
Stuller Inc.




Danny Clark A Letter from our President header

Stuller Update on COVID-19

Dear Stuller Customer, 

We trust this note finds you safe and well.

Like you, we are doing a lot of thinking, planning, and hoping that these next few weeks will create the space needed to reengage with each other. At Stuller, we have focused our efforts on a few critical areas in order to give us the best chance to support your needs, whatever they may be.

1. What we are doing for employees

  • Our top concern is ensuring the health and safety of our employees.
  • We made multiple process updates to deliver enhanced cleaning services and created more social distance between work stations.
  • We invested in PPE, such as masks for our employees, and began temperature checks upon entry into the facility.
  • We established a ‘work from home’ process for all jobs that can be completed from a home office.
  • For roles that cannot be completed from home, we established work shifts to keep the departments under ten employees at a time.

2. What we are doing for our customers

  • Our phone, chat, and Stuller.com services are running normal operating hours Monday-Friday from 8:00 a.m.-7:00 p.m. CDT.
  • This week, we are delivering in stock orders placed since our ‘stay at home’ proclamation began on March 23, 2020.
  • Going forward, beginning April 14, 2020, we are shipping all in-stock items.
  • We are delivering our Mother’s Day brochure to all businesses operating at this time.
  • We are rebuilding our capabilities to ship made-to-order products and will be fully capable by May 4, 2020.

For 50 years, our passion has been serving you by providing quality, speed, and unmatched service. We cherish the relationships we have formed over the decades and are steadfastly committed to serving you in the decades to come. It’s impossible to imagine everything that you may need as your business begins to emerge from this crisis. Please reach out and let us know how we can help. You can count on us.

Danny Clark
President
Stuller Inc.




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New information as Stuller Resumes Shipping In-Stock Items





Danny Clark A Letter from our President header

Stuller Update on COVID-19

Dear Stuller Customer,

 First and foremost we hope this note finds you and yours safe and sound. These are trying times and we are aware that you are operating, if able, under a difficult set of circumstances and we want to find new ways to help you. Beginning the week of Monday, April, 13th, 2020 we will resume shipping available in-stock itemsIn addition, we will begin to rebuild our capabilities to deliver custom and manufactured items, with plans of being fully capable by May 4th, 2020.  For decades Stuller has prided itself on same day shipping with the quality and service you’ve grown to expect. We are operating with smaller teams as Louisiana continues to battle the virus. This will require us to use next day shipping as our “go-to’” on an interim basis. With that said, should you have the need for a same-day package, please let us know and we will make it happen.

We deeply appreciate your patience with us and we value your support over the decades. You can continue to place your orders via Stuller.com and our phone services, 1-800-877-7777, along with chat services are available during our normal operating hours from 8am-7pm CDT.  In addition, we have created a Frequently Asked Questions list that you can use as a reference. You can find that on our Stuller blog.

The pandemic and its impact on individuals, communities, and businesses remains fluid. It seems like every twenty-four hours brings about a new set of circumstances that requires new decisions. Please know that we are actively seeking ways to support you. In the last two weeks, we have answered hundreds of inquiries and received huge support from you and your teams. Thank you for your words of encouragement and we will find a way together. 

Danny Clark
President
Stuller Inc.




Danny Clark A Letter from our President header

Stuller Update on COVID-19

Dear Stuller Customer,

Stuller has just completed the first week of a three week ‘stay at home’ proclamation delivered by the Louisiana Governor. It is our hope that following this proclamation and heeding the advice of the CDC that we will help slow the spread of Covid-19. We have numerous associates working from home and we are doing all we can to support you during these trying days, albeit in a limited fashion. Our scheduled re-open date is Monday, April 13th, 2020. This is a fluid situation and we will keep you informed of any changes in our status. We have been receiving orders from you and are looking forward to returning to our full capabilities as soon as we can.

We are passionate supporters of your business dreams and we will make every effort to partner with you along the way back. In the meantime please remember that you can place orders with us via stuller.com or by calling 800-877-7777.  In addition, we have created a Frequently Asked Questions list based on what we’ve been asked multiple times in the last week. You can find that on our Stuller blog.

We take heart knowing that there will be brighter days ahead. The jewelry industry, our love and foundation, has seen everything by now. And through the centuries, the craftsmanship, the beauty, the sentimental value, and the flow of product throughout the world has continued. Thank you for your patience with us during this time and we look forward to serving you fully again in the near future.

Danny Clark
President
Stuller Inc.




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Frequently Asked Questions during COVID-19 Closure

General

What are Stuller’s operating hours?

Stuller has resumed normal operating hours and will be open from 8am to 7pm central time Monday through Friday.

How will Stuller be contacting me regarding any questions about my order?
Stuller will be sending regular emails with updates and calling you on any questions regarding your order. Please make sure your contact information is up-to-date on your Stuller.com account by clicking here.

Fulfillment & Shipping / Delivery

Are Stuller customers able to order and receive product?
YES! Login to Stuller.com or call 1-800-877-7777 and select option 1.

Stuller has resumed normal shipping operations including same-day shipping!

What items will Stuller be able to fulfill?

Stuller has returned to normal business operations, but some of our “Made to Order” services have slightly extended lead times. The correct lead time by item will be reflected in the Estimted Due Date when ordering on Stuller.com.

If my business is closed can you redirect my package or hold it?
Yes! You can login to your Stuller.com account and under your My Account settings select to Hold Shipments until a certain date. Or you can call 1-800-877-7777 and select option 3 to have your package re-routed or have us hold it until a later date.

● Will Stuller allow for drop ships to home addresses if businesses are closed?
We are advising customers to select the drop ship address option when placing an order to change your shipping address.

To help our Stuller First customers, we will honor the Stuller First shipping rate even if you elect to Drop Ship to a different address such as your home address during this time only.

Will CADCAM still be taking custom orders?
Yes! Please Call (1-800-877-7777 ext 3804) or Chat with us online by selecting the Live CADCAM Chat function to get a quote on your custom order request. Once your quote has been accepted, we will process and let you know the production time to complete your order.

Returns

If I return an item to Stuller, will someone be able to receive it?
Yes, we are processing returns at Stuller. We are strongly recommending that you start your return on our Returns page. We offer you the option to purchase a return from us or start the return process using your own return label. This is the most effective way to ensure timely processing of your return.

The carrier attempted to deliver my package, but I was not there and now it was returned to Stuller. What happens next?

Stuller has sent out all packages that were returned to Stuller as undeliverable. If you turned on the “Hold Shipments” feature on your Stuller.com account, these packages are safely stored at Stuller until you are ready to receive your package. Please call 1-800-877-7777 option 3 if you have a question about a returned package.

Finance Questions?

Our Customer Finance team is available during normal business hours (8am to 7pm central daylight time) to answer any of your financial questions regarding your Stuller account. To reach them, please call 1-800-877-7777 and select option 4 or email them at customer_finance@stuller.com.

If you are inquiring about making a payment, you can do so by one of the following ways:
–For the quickest and easiest way to pay your Stuller invoice, please login to your account on Stuller.com and select the Pay Bill option under the My Account tab. There you will be able to select open invoices and submit your payment.
–You can also mail a check to Stuller, Inc. at P.O. Box 87777, Lafayette, Louisiana 70598.
–Call the Customer Finance team during our current business hours from 8am to 7pm at 1-800-877-7777 and select option 4.

Conditional Review Items (Memo)

My items on conditional review (memo) are due back to Stuller.

I sent back a memo item and it has not been processed yet. Will I be invoiced?
We have stopped the invoicing process for the memo items at this time. Stuller is processing returend memo items as soon as possible. For items that were out on conditional review during our closure we will automatically extend these to allow for our team to process in a timely manner.

When will I be invoiced?
We will resume invoicing when we are able to return to normal operations on May 11th.

I would like to purchase an item on conditional review. Am I able to do that?

Yes! If you would like to purchase an item you have on conditional review, please feel free to Chat with us online, Call us at 1-800-877-7777, or email us at sales@stuller.com.

As always, our Customer Care teams are here to help you! Call us at 1-800-877-7777, chat with us Live, or email us at sales@stuller.com for assistance.




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Stuller Update on COVID-19

Dear Stuller Customer,

For fifty years Stuller has, with joy, strived to serve our customers by delivering quality products, on time, and with friendly service. Our nation’s battle with Covid-19 has caused all of us as citizens to step back from our normal routines and focus on what we can do as individuals and businesses to defeat this virus.

The state of Louisiana has been placed under a “stay at home” proclamation from our governor and we will comply with that directive beginning today, March 23, 2020, at 5:00 pm. Due to this proclamation, Stuller will only be able to process and ship orders for in-stock items placed prior to 1:00 PM CDT today. This order will stay in place until April 12, 2020, and we hope to resume normal business operations on Monday, April 13, 2020.

We are rapidly working to fill all orders today and will be reaching out to you if there is a concern on a particular order. In addition, we are working through a number of operational challenges and will be communicating with you throughout the week as our plans evolve.

At this time, we remain committed to servicing your urgent needs through the phone and live chat.  We will have a limited staff of Customer Care associates available from 10am – 5pm CT for general questions. Please visit stuller.com for further updates.

It is difficult for us to be unable to fully serve your account during this time. Our long term relationship with each of you is our most precious asset. We will stand tall at this moment and do the right thing for our country, our state, our industry, and our employees and with anticipation look forward to the day when we can serve you once again.

Danny Clark
President
Stuller Inc.