Our Response to COVID-19

Our Response to COVID-19

March 25, 2020
We are carefully reviewing and following state and local executive orders across the country on an hourly basis. As part of this effort, we evaluated the PA Governor’s and Philadelphia Mayor’s executive orders on restricted activities during the COVID-19 emergency. Though we had no input into the content of either order, we have contacted city officials on several occasions to ensure we are in compliance.

Our state and local orders are very similar to “stay-at-home” orders issued by other states and cities, all of which include exceptions beyond “life-sustaining” activities. For example, states like New Jersey, Ohio and Illinois, and cities like Los Angeles, Nashville, and Denver all specifically permit “online and telephonic delivery services” and “businesses that ship or deliver goods directly to residences” to continue operating. That is why many other businesses, such as Amazon and many others, are accepting and filling online orders.

We take our employees’ health and well-being most seriously. We were one of the first fashion retailers to close our stores voluntarily, and we did so across the globe before countries, states, and cities began ordering closures. We have continued to pay those store employees. We have also asked every employee whose job can be performed remotely to do so for the foreseeable future. There are, however, certain employees whose jobs cannot be performed remotely. We call them “Location Dependent” and we’ve asked managers to divide them into non-overlapping “A” and “B” shifts to increase social distancing. As a result, where before there were generally over 2,100 employees working at our home office, now there are typically less than 100, working in over 500,000 square feet.

We have also increased our cleaning regimens. For example, we are cleaning all high touch surfaces at least twice a day at our home offices using CDC cleaning protocols. In addition, we use electrostatic cleaning, which employs a botanical, hospital grade product, to completely disinfect our photo studios nightly. We have employed this same process to disinfect the remainder of our offices at least weekly. In addition, our protocol – consistent with CDC guidelines – calls for complete disinfecting if we learn that an infected employee has been in our workspaces.

We have also made provisions for employees who are impacted by Covid-19 or who do not feel comfortable working even with our preventative measures. Employees were told on many occasions, including on March 6, that they would be paid if they needed to self-quarantine because they had symptoms consistent with COVID-19 or were diagnosed or had close contact with an infected person. We have similarly told employees whose job requires them to work on-site that they are not required to come to work if they don’t feel comfortable and may use a combination of PTO, sick and vacation days as well as unpaid leave to do so.

Throughout this challenging time, we have tried to maintain open lines of communication with our employees. We have provided employees updates at least twice a week since we closed our home office and stores. In those updates, we actively encouraged our employees to share any concerns or ideas for improvements they may have with Employee Administration. If our safety protocols are not being carried out in a given location or by a particular manager, we want to know so we can immediately rectify the situation.

We understand how, on the surface, some might consider online fashion retailing to be non-essential, but the reality is that Covid-19 is a serious threat not only to our health but also to our economy. This is the delicate balance that our elected officials at the state and local level are trying to strike – to reduce socializing to eliminate infections, while allowing enough activity that our economy does not come to a complete halt. At URBN, we plan to do our part to support both efforts to the best of our ability.

March 14, 2020
As all of our thoughts are on the COVID-19 situation, we wanted to share an update on how terrain and our partner brands Anthropologie and BHLDN are responding. The safety and health of our community, including our loyal customers and dedicated associates is always of the utmost importance to us.

In an effort to protect our communities, we have decided to close all of our stores. They will not reopen until at least March 28th. We will continue to pay our store teams during this time. Likewise, our restaurant dining rooms will also be closed until further notice. Because this situation is complex and evolving rapidly, our plans may change. If they do, we'll let you know.

While we'll miss seeing you in our stores, nurseries, and cafes, our website remains open where you can still visit. Here we'll continue to share inspiration for the garden + home in the hopes of providing you with an escape from the news.

Meanwhile, we're looking forward to sunnier days ahead + seeing you all soon.

Take good care,
Your Friends at Terrain

Our Policy Updates
• Due to COVID-19, and the temporary closure of our stores, we will be extending our return policy to accept returns after 60 days. Please note that all items purchased online can be returned via mail. For information on online returns, reference How to Return.
• We are now offering FREE mail returns of online orders.
• We will be extending our price adjustment policy outside the 14-day timeframe for in-store purchases. To request a price adjustment for an online purchase please contact us.

FAQs

IS MY STORE OPEN? ARE THERE ANY CHANGES TO STORE HOURS?
In an effort to protect our communities, we have decided to close all of our global stores. They will not reopen until at least March 28th. If you are looking for immediate support, please don’t hesitate to contact us.

CAN I CONTACT CUSTOMER SERVICE?
Yes! Our customer service team is available to help answer your questions. Please visit our contact us page for up-to-date contact options.

CAN I EXPECT MY SHIPMENT TO BE DELAYED?
Our fulfillment centers and carrier networks are open and operational. You may experience temporary delays in the ordering process as a result of the additional safety measures we are employing to help protect our employees.

WILL MY ORDER BE DELAYED DUE TO COVID-19?
At checkout, we’ll provide you with an estimated delivery range for your order based on your shipping method. Any delays or changes to your order timing will be communicated via email. Our carriers are maintaining normal delivery operations except where limited by government restrictions.

AFTER MY ORDER IS PLACED, CAN I CHANGE MY SHIPPING ADDRESS DUE TO COVID-19?
As soon as you place your order, we start working on it right away. Unfortunately, we can't make changes to an order once it's placed. In limited circumstances with specific carriers, we can request a package intercept.

I HAVE AN ORDER SHIPPING TO AN AREA IMPACTED BY GOVERNMENT RESTRICTIONS. WHAT DO I DO?
For addresses impacted by government restrictions, our carriers will hold your order at one of their facilities until they are able to deliver your items. Your health and well-being are our highest priority during this challenging time and we apologize for the unexpected delay. For furniture orders, our delivery partners will contact you to reschedule your delivery.

CAN I CANCEL MY ORDER DUE TO COVID-19?
As soon as we receive your order, we start working on it right away. Unfortunately, we can't make changes to an order once it's placed. In limited circumstances, we may be able to cancel items if they have not shipped. Please contact us for assistance.

CAN I DELAY MY SHIPMENT?
Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.

CAN I RETURN MY ITEMS VIA MAIL BECAUSE MY STORE IS CLOSED?
Items purchased in-store can only be returned to a store location. Due to store closures, we are temporarily extending our return policy for in-store purchases and will now accept returns made after 60 days. Please note that all items purchased online can still be returned via mail. For information on online returns, reference 'How to Return Online Orders'.

ARE YOU STILL OFFERING IN-STORE PICKUP?
Due to COVID-19 and the temporary closure of our stores, we are unable to fulfill in-store pickup orders. We have cancelled any open orders and you will not be charged. We apologize for any inconvenience this may cause. Once our stores reopen we will begin offering in-store pickup again.

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