We know receiving your orders from us is like opening a gift on Christmas morning. However, this time of year there can be delays in shipping. Not from us, we ship within 24 hours and while it may not seem unreasonable to receive your order fast considering our reputation, it is unreasonable to expect 100% of deliveries from any courier service to be on time and accurate this time of year. Our customer service team is being inundated with calls and emails regarding shipping times and tracking. We have pretty much maintained a 24-hour shipping time since Black Friday and our team has shipped thousands of orders in the past week and orders are caught up and shipped out within the past 24 hours.
Once your package enters the shipping system we have no control over how long it takes and from about 11/1/2018 to 1/31/2019 ALL COURIER services (FedEx, UPS, USPS, etc) typically run behind and shipping can take a day or two longer and in some cases the packages take detours and it can take several days. We will NOT re-ship an order just because it's been a few days longer than normal and as long as the tracking system continues to be updated. If your tracking information has not been updated for more than five days, please contact us and we will do our best to evaluate the situation. This time of year the hold times for the USPS are long and we do not have a hotline to the USPS so we only have the same information you do on your tracking. Remember, we NEVER recommend ordering supplies based on a deadline you have to fill an order for a customer.
Every year we deal with this, every year the same thing happens, and every year we deal with customers calling and arguing with our customer service team over something we have control over. The only thing this accomplishes is tying up our phone lines and customer service folks and preventing them from helping customers with issues we CAN help with. We are generally the fastest and best at what we do, but the USPS does not guarantee any delivery times for First Class nor Priority Mail. That is correct, there is NO GUARANTEE of delivery times for Priority Mail. Their "Priority Mail 2-Day" and Priority Mail 3-Day" label is just an estimate based on the from/to zip codes. The USPS gets well over 99% of our orders to their destination on time or often a day early but this time of year we also see delivery delays for ALL COURIER services, even inbound inventory we sometimes need to fill orders is sometimes delayed so we see it on both ends. Fortunately we have worked with the post office over the past year and we have an extraordinary shipping arrangement and we see far fewer delays than in the past because of the way we do things. Also, suggesting that we change to UPS or FedEx does not fix this issue, ALL COURIER services are overloaded this time of year.
We hope that helps and while it may not be the answer you want to hear, it is the only answer we have available. Here is also a video on the topic.
