Hey pen friends,
The new year is underway and we are incredibly grateful to have made it successfully through one of the craziest years in our company’s history. We’re thankful for your support, and the hard work of our team has truly been inspiring for us as we had to navigate some incredibly challenging situations.
As we continue to navigate through new situations with our remote working, unpredictable shipping carriers, and constraints around our own capacity, we’re looking at ways we can best serve you and our team. We have some special favors to ask of you as we explain where we find ourselves at the start of 2021.
We’ll do our best to answer all inquiries within 2-3 business days, which is longer than we normally would want. Rest assured, we are doing everything in our power to maintain the best quality of service possible while working to get our speed of response back up to normal. We generally answer inquiries from oldest to newest, but some inquiries are more complex than others and may take more time. The simpler you’re able to make your inquiry and the more context and supporting information you’re able to provide us, the quicker we can reply.
We are closed on the weekends, so it especially takes us a while to catch up early in the week. We highly recommend using the Contact Us form on our site as your primary method of communication, followed by the live chat on our site. It helps us if you use the email address associated with your order, as our system will recognize it automatically and make it easier for us to retrieve required information pertaining to your account and order. You can still call us but this is the most challenging method of communication for us to cover when short-staffed. If you call us on the phone during office hours and we don’t pick up, it likely means we’re on the line with someone else, so leave a voicemail and we’ll call you back as soon as possible.
All shipping carriers, and especially USPS, are experiencing an unprecedented volume of packages through their systems. While we’re still shipping out all our orders within our promised timelines, it’s taking multiple weeks instead of days for most orders to actually arrive. Package scans are getting missed by carriers because they’re moving stuff through as fast as possible. Or packages are traveling through some seemingly nonsensical routes. We promise that if you have a shipping label generated from us and we send you a tracking number, it is on its way… it just might not show this in your tracking information. We are still getting daily pickups with all our carriers.
To summarize, we love you all and are so honored to be able to continue serving you while this pandemic carries on. Like you, we’re all just tired of this dragging on and on, and we’re balancing out the stress of our own health concerns, the needs of our families, and the demand of new ideas required to continue to do business as usual. We are grateful for your continued grace and patience as we navigate this prolonged unusual time. Thank you for all of your support throughout 2020 and for that continued support in 2021!
Brian and Rachel Goulet