An Update On Our COVID-19 Response Plan

March 25, 2020

An Update On Our COVID-19 Response Plan

Dear Austin Air Customers:

For more than 30 years, Austin Air Systems earned the trust of medical organizations, companies and our customers from around the world. In an effort to maintain this relationship, I would like to share with you the steps that Austin Air Canada is taking amidst the daily challenges and uncertainties brought forward by the COVID-19 pandemic.

Our main focus during this crisis is not unique as we’re all in this together. We are committed to helping to flatten the infection curve and spread of the coronavirus through our actions and by the help of our products. We would also like to extend a sincere thank you and appreciation to our healthcare and front line workers for their unwavering efforts and strength during this difficult time.

We continue to receive recommendations from the Canadian government on a daily basis and adjust our business processes accordingly to ensure the safety of the Austin team, our business partners and our customers. Our COVID-19 response plan includes closing our offices to the public, reducing on-site staffing for those who can work from home, eliminating in-person meetings and travel, enforcing social distancing requirements and implementing best practices for hygiene and exposure prevention. We’re also ensuring that our facilities are cleaned and disinfected several times daily.

While our offices will remain closed to the public for the time being, we are still accessible via web chat, email and phone. Due to high call volumes during this pandemic, we do recommend that customers email us at customerservice@austinair.ca to help ensure prompt support.

Because the medical-grade HEPA air purifiers that we manufacture are being used to fight COVID-19, improving the breathing of patients affected by respiratory issues and helping to protect healthcare personnel, we’re fully committed to keeping manufacturing and fulfillment teams operational. Over the past several weeks, we’ve seen an increase in the demand for our air purifiers. In anticipation of possible delays in our supply chain, we have imported several months worth of product from our manufacturing facility in the USA into Canada ahead of time to prevent lead time delays. Currently, there are no issues with fulfilling orders, although there may be a slight delay in delivering the product since our courier partners have suspended their guaranteed delivery dates on shipments. This short delay, typically 1-2 days, appears to only affect a small number of orders while the products are in transit to the customer.

In this time of uncertainty, we will remain committed to our goal of supplying our customers with the world’s best medical-grade air purifier products, and continue to maintain a safe workplace for our staff. If you experience an issue with your order or have additional questions, please feel free to reach out to us. Our office will continue to monitor the situation in Canada and inform our customers and partners of any changes in operation should the circumstances change.

Sincerely,

Alex Taylor

President, Austin Air Canada

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