This is a doozy, grab a drink and take a 10-15 minute break.
(if you're back at this post and searching for information the quickest way is to use CTRL+F and search a keyword)
Hopefully the last time I have to do this and then i can keep tagging people in this post when it gets asked again. We keep having to repeat ourselves even though we've posted this 100 times in so many places.
If your package had tracking but has not moved in a while; you must wait 15 days from the last time it tracked and then we kindly ask that you reply to your order or shipping confirmation stating "i have not received this package."
If you "contact your post office" they're almost always going to tell you that if it isn't tracking, they don't have the package. That's a bold faced lie and i'm unsure why on Earth y'all tend to believe everything they say. They're human and capable of lying to make their lives easier. The truth is their system has issues but they don't want to admit that and never will. What they should say is "it can indicate the package hasn't been dropped off or it can indicate there is a system wide issue and maybe it's skipped a scan or two. Sometimes there are glitches and we ask customers to wait 15 days and then reach back out to the business who shipped it for further instruction." Instead they choose to make all of the businesses who use them and trust them suffer by consistently making it sound as if the "business" hasn't dropped off the package yet. How do we know this to be true? All too often packages are delivered and not a single scan on them. ALL TOO OFTEN. Also, WHERE THE HELL ARE ALL THE PACKAGES? Like where the hell do they go? Who is wearing all these custom clothes and using all of these transfers?
If you contact OUR post office and talk to anyone other than Cherisse, they're going to tell you exactly what your post office did. Cherisse will tell you what I just did and she's not my friend, just has been an employee for a long time and feels as though putting customers into a panic like that is unnecessary when usually the packages show up.
If you ignore the auto-reply email you aren't going to get a response back simply because it contains the instructions you will need to follow in order to get a reply. We do not see the first email so it will always be necessary to reply to it more than likely. Don't skip it, we can tell and that's also frustrating because we took the time to put it together and make it helpful for you all.
If you're interested in the status of your order, please ensure you're familiar with our turnaround time, which is prominently displayed on the banner at the top of our website. Additionally, you can check for order updates in the "Order Updates" tab on our website. This information is regularly updated to keep you informed.
If you've read this far immediately comment below and tell me you're halfway please.
If you need to file a claim outside of the insurance provided with USPS or UPS our shipping address is currently listed as 4715 Yadkinville Road, Pfafftown, NC 27040. Yes, that's the address to the Pfafftown Post Office and yes, we have permission to be using it in such a manner. We were given permission after having so many issues with the North Point post office. Transfers leave in a 12x15 white hardboard mailer. Apparel usually leaves in a 12x15 poly mailer that is decorative.
If you're emailing regarding an issue with your order, such as missing items (which must be reported within 48 hours per policy), damaged packaging, or any other concerns, please provide your order number in the subject line. In addition, we require the following information to assist you effectively:
- A clear photo of the paper invoice included in the package.
- A clear photo of the packaging, including any visible damage.
- Photos of all items received, clearly showing their condition as well as identifying if you received any items that were not on your invoice.
No one enjoys asking additional questions, I promise even though you think we're trying to annoy you, we are asking for a reason. Why do we need a photo of the invoice? We leave identifying marks on there that help us track what we have done or where we were in a process. Why do we need a photo of the packaging and why are the photos needed so particular? That's because of two reasons. One, we've had items arrive in mailers and boxes they did not leave our facility in. Two, insurance. Usually mail carriers request all sides of the box as well as seeing how it was packaged. Usually we just ask for a clear photo to see at least 2 or 3 sides of the box
I can promise you we know exactly how long your order has been in the queue and that throwing that up to show your frustration will help nothing in the situation. We are 100% just as frustrated as you. If you have 3 customers reaming you out because their stuff is late, we also have 3 customers reaming us out because their stuff is late. WE ARE SORRY. We HATE this and we spend so much of our time worrying over it. You think we don't care but we do and anyone who has been here long enough should know better.
Do we screw up sometimes? A lot...honestly it feels like a lot. This ordeal with the mail is NOT US. The past 2 years we have covered these instances and we simply cannot afford to take on the customers mistake of not adding on insurance anymore. We thought we wouldn't make it through Christmas the last couple of years financially. In past years it was not an option to add it on the backend but as soon as i saw it was an option i figured out a solution so no one has to worry about it anymore after Oct 2nd. I'm sorry i didn't do it sooner, i'm sorry it didn't occur to me. This sucks and we aren't particularly enjoying it at all, as i'm sure you and your customers aren't either but please know....the mail issue is a nationwide issue right now.
As a reminder this business is meant to customer service itself for the most part. Meant to be compiled of business owners (and crafters) who are putting in the full effort to troubleshoot before needing to reach out to us. Respectfully we are not here to teach folks how to use transfers or anything else. It's just not what this business is meant to be for us.
If you read all the way through now please comment DONE and if you have any questions or suggestions we can clarify or help to improve. Also if you note anything important i may have left out, feel free to comment that too.
TLDR; what to do if packages aren't tracking or if you received damaged product. Apologizing for the entire mail fiasco and reminding folks we aim for self service customer service. That's why the prices stay consistent and affordable.
Picture of jacked up North Pole hoodies i took home lol.
