Due to COVID-19 and post-holiday volumes, we are seeing processing, aka fulfillment, and transit delays for all packages and shipping methods.
As we head into 2021 we do want to make customers aware that we are continuing to see delays with fulfillment as well as shipping. We have a plan and are hoping to be caught up by the end of March 2021.
We want to apologize for the delays and assure you we are working to get all pending orders out as quickly as we can. We also want to provide some insight as to why you are seeing some delays.
The three main factors impacting our fulfillment and shipping speeds are:
- In order to maintain proper social distancing and meet CDC guidelines we are operating with a reduced staff at our fulfilment center which is causing longer turn around times to package, label and ship orders (this means we have slower fulfillment on our side). Our main goal is to stay open and keep shipping even if it is at slower speeds and with less volume.
- With more and more people working remotely and many customers choosing to invest more in gifting (especially to their remote teams) we saw a 345% increase in order volume over December 2020. While we always plan for and expect a larger volume than normal YoY, especially during the holidays, we were also not prepared for such a massive increase in volume!
- All carriers from USPS, UPS and FedEx continue to have slower transit times due to increased volume and lower staffing in order to continue operating while adhering to CDC guidelines.
At this time we are evaluating our orders queue and options almost daily but for the time being all orders placed with priority shipping methods are being treated with the highest priority.
For example NextDayAir orders, 2nd Day Air orders, and then standard Ground are processed and shipped first. Lowest cost orders which actually use both UPS and USPS are the lowest priority although we are still trying to process those as fast as we can as well.
At this time we are seeing an average delivery speed of about 23 business days for 'lowest-cost' orders shipped within the US and around 8-10 weeks for orders being sent internationally. These timelines include both the time required for us to fulfill the order and the shipping transit time for UPS/USPS.
For orders placed using a Priority method (aka an upgraded shipping method such as 'on-or-before) we are generally not seeing delays and can meet the dates specified on the shipping date calendar in our app.
Please know we are working overtime as much as is allowed, and we continue to stay in daily contact with both UPS and our Fulfillment center to try and reduce these shipping times and provide visibility to our customers.
If you have further questions, please contact your CSM or firstname.lastname@example.org
Thank you for your business and your patience!