Important Updates!

Shipping Updates

It’s our goal to keep you as up to date as possible! The situation is constantly changing, so sometimes we tell you one thing and a few hours later we find a software glitch that makes us look like a liar :) 
  • This wasn’t just an update of our equipment. It was a complete overhaul of our shipping software. Each day we continue to confront unexpected hurdles with the integration. We’ve made tons of progress, but every day there has been something new to work through.
  • You might be seeing more recent packages go out while older ones keep sitting. I wish I could say “as of 8/18 we will be caught up through _____.” But it’s unfortunately a bit more complicated than that.
  • We’ve repeatedly found batches of orders that have been pushed through to ship that never fully completed in our system. So we announce to you “everything through Wednesday is done!, everything through Thursday is done!”, because we think it is! And then we find more pending orders from those days that got stuck. That’s why some of you have orders from the “completed” dates that are still unfulfilled.
  • Thankfully we seem to have identified the problem and hope to have a fix soon. Our hope is that by the end of day tomorrow (8/17), all stragglers from 8/10-8/13 will be scanned in!!
  • At this point it’s not really an issue of needing more staff or working more hours. It’s not an issue with robots. It’s just a complex bundle of tech things that our guys are working around the clock to overcome. We have made SO much forward progress and this will ultimately allow us to serve you guys so much better.

Orders Not Scanning with the Carrier

  • We know some of you have had issues recently with packages not showing an initial scan.
  • That's an issue on the USPS side, but we’ve generated a new type of manifest that we will have them scanned here at the warehouse.
  • So this shouldn’t be a problem anymore! Woohoo!

Customer Service Delays

  • Of course with all of the various order questions, our customer service team is receiving a super high volume of support requests.
  • We have a small but mighty team that can manage our typical chat volume no problem, but this has been a different challenge.
  • We apologize for the extended wait times and are moving over a third team member to help until we can get caught up.
If you managed to read this far... THANK YOU! 
We know how important your shops are. We know how important every single order is. Please know how much we care about you and your businesses and how hard we are working to get 100% back on track! 
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