SERVICE ALERT: US shipping delaysUpdated 7 minutes ago
An unusually large number of customers have reported shipping delays in recent weeks. For those affected, we’ve observed that orders will be fulfilled, but tracking status will hang on “label created” or “courier awaiting package” status for an excessive amount of time. Affected orders, in nearly all cases, do eventually get delivered despite the delay, usually within about 1-3 weeks.
We’re aware of this issue and working to resolve the problem with our courier partners. The empirical data we’ve gathered thus far shows that these delays are occurring after affected shipments leave our fulfillment warehouse. While the “label created” status usually implies that your order has not yet been shipped, this is not actually the case in this particular situation.
This is possible because, due to the large volume of orders we ship daily, our packing and shipping process is as follows:
Orders are packed as soon as possible once received
Packed orders are palletized and staged for courier pickup
The courier picks up outgoing shipments on a per-pallet basis, and transports them to a local distribution center
The pallets are broken down, scanned, and sorted for onward transport by the courier, on their own premises
We’re working with our courier partners to hold them accountable to minimum shipment & transit times as well as to determine if there are any systemic changes we can make to reduce the frequency of these delays.
If you have an order affected by shipping delays:
Please understand that your order has left our warehouse and is in-transit. Affected orders will eventually be delivered despite these delays
For this reason, note that we are unable to edit, cancel, or redirect affected orders, as they have already been shipped
It’s recommended to wait out the shipment. However, if your order hangs on this status for longer than average, please reach out to our customer service team, as it’s possible your order may be lost in transit
Unfortunately this issue is outside of our direct control, but we are exploring all possible options, including the use of alternate courier services, to mitigate this
We sincerely apologize for any inconvenience these delays may be causing for you