As we adjust to life during a pandemic there have been some things about conducting our business that have changed and we would like our customers or future customers to be aware of.
Currently, the shipping service we use primarily, the United States Postal Service is experiencing longer than usual delays internationally, and domestically. We are feeling the effects of these delays whenever we order supplies such as faux fur and materials for our costumes, as well as additional delays once the finished items are sent out. We are asking for patience during this time as neither of these delays are in our control whatsoever. We are doing our best to speed up the material purchasing process and shipment process so our customers are not waiting overlong for their orders, but delays are still possible and may occur.
We ask that any customers refrain from chargebacks at this time due to slow shipment, even if tracking is provided and give most items 30 days to arrive before contacting us for further action. You are also welcome to contact your local Post Office at any time to check on the status of a shipped order. We are also now discontinuing international shipping altogether from today, until September 2020.
As a result of the abundance of caution we are taking due to the pandemic, we will be letting most packages sit for a maximum of 3-4 days to allow most surface contagions (if present at the time of packaging) to be mostly eradicated prior to shipment. We are also including complimentary handmade cotton face masks with orders in excess of $500 from any of our storefronts.
Supply Shipment Delays
We are also seeing shipping delays on supplies we order for upcoming projects. To mitigate this, we will be bumping up our material sourcing on most large orders as early as possible provided reference sheets have already been sent. That said, sometimes delays on materials will inevitably cut into construction time and we may need to bump back completion dates. All current customers will be kept as up to date as possible on these delays if they look to soon interfere with agreed upon construction timeslots. We ask for your continued patience in handling these changes.
For the first time we will be offering alternate shipping options to our customers to try and avoid severe delays. If a customer is interested we will send large orders via FedEx or UPS to worldwide destinations. The customer is responsible for any and all fees associated with this change of handling and shipment.
If any article needs to be returned, refurbished, or otherwise sent back to the shop, we will also be observing a 3-4 day delay on opening the box and assessing the contents to allow any contagens time to dissipate. This will be repeated prior to the item being sent back out. This may effect speeds in which refunds can be processed, and refurbishments completed. Please keep this in mind.
We will be doing our best to keep in more constant communication with all of our current customers regarding delays and the status of their orders currently. We have been noticing an uptick in lapsed communication between us and our customers, and hope to mitigate this by making more frequent attempts to reach out. Also if you have any questions regarding anything mentioned here, feel free to contact us at any time via email, firstname.lastname@example.org. Customer Service hours are steady from 9am-10pm EST all week long, most days of the year.