Due to COVID-19 and a mass influx of orders our customer service team is backed up.
PLEASE read the questions and explanations below.
IF your order has an issue, please fill out the form [LINK BELOW] after reading the questions and answers here.
We know this can be a frustrating time and like most, we were not expecting such a massive influx of orders, and it is a very complicated situation that we are solving as I explain below.
My tracking link is not working
Due to the backup, we are printing a TON of labels and shipping a TON of orders every day. So USPS and Canada Post are not scanning orders as they go out the door.
They informed us that orders will get scanned once they reach main hubs of distribution.
The reason why, that our pick-up rep has told us, is because at main hubs orders go into sorting areas or conveyors and get scanned there.
However, it seems that NOT ALL ORDERS are getting scanned in so you may have an order with no updated tracking.
We have a dedicated full-time shipper to help you with this specific issue, please keep reading.
We do not know which orders will get scanned in so that tracking becomes useful, and which orders that will not.
So essentially, tracking numbers may be useless for some orders. This is a complicated issue between 4 pieces of software, and postage companies that are out of our control. We are actively working to get to the root of the issue.
If you have a tracking number that is not updated your order may be in transit.
What we promise is...
We will replace your order if you do not get it!
We will also replace your order if it is damaged.
Please be friendly with our staff as it allows us to serve you better and faster, and serve all our customers faster.
Like many, we could not predict how the current events were going to affect our supply chain, production, shipping or customer service. And we’re doing the best we can.
There are forms to fill out below if there are issues with your order, see directions below.
Here’s what we’re doing
Production and shipping backup is the core of the issue.
Here is a schedule of the things we are doing to increase our production and shipping times by 4x by April 20th.
- Double the amount of equipment and tables in our production space (arrived April 7th)
- Bring in new machinery to help automate the pouring process for hand san. (arriving April 8th)
- Hiring double the amount of staff in our production area (3 new teammates starting Thursday, April 9th, and posting will be left up and sifted through to have a constant flow of available teammates)
- Hiring triple the staff in our shipping area (also starting Thursday April 9th)
- Having one full-time dedicated shipper for escalated orders
We are investing everything in growing our team and equipment so we can get caught up and stay ahead of the curve.
This is a very difficult task, especially during a global pandemic with supply is short (if existing), shipping times for equipment is long, countries are on lockdown, and we have to take extra precautions to keep our staff safe and healthy.
Your patience and understanding is highly appreciated.
There’s plastic product packaging in my order of hand san
We are normally a 100% plastic-free business BUT due to COVID-19…
There is a serious global bottle shortage of ANY type of packaging. We were lucky enough to have pouch bags on hand (from years ago that we never used) when the COVID virus hit North America.
These pouch bags are 95% less plastic than traditional bottles, and have a MUCH lower carbon footprint compared to glass because they are very light and malleable.
We don’t like using plastic but we prioritize your health and safety, and the health and safety of your family and friends, over everything else.
We are sourcing plastic-free alternatives as fast as possible and expect to have them soon, but there are no promises given the craziness of trying to get any.
It is on all product pages related to these items that you will not receive exactly the packaging that is in the photo because we are sending anything we can get our hands on.
Please follow these instructions to allow us to help all customers as fast as we can
If your tracking information is not updated and you do not know where your order is, please fill out the following form.
We have a full-time shipping teammate dedicated just to these orders. (as well as a full team dedicated to shipping out as fast as possible).
The information you put in the form will put it in front of a dedicated shipper to check on it.
If your order is damaged or missing items, it is much more frequent that postage companies and borders are taking apart orders during COVID-19 with increased security, and we will replace your order.
Please email email@example.com including photos of your order and your order number.
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Our team is still small and we don't yet have the resources to handle email, phone, and social media support at the same time.