Dear Customers,
We are currently experiencing a higher than normal volume of orders and customer support inquiries. Due to COVID-19, all shipping carriers have been faced with new safety procedures and obstacles, which in turn has created delays.
Here you will find the most common issues and questions we have been encountering in the recent weeks. Hope this page can help clear things up for you guys!
Oftentimes it can take days or even over a week for certain tracking numbers to be updated and moved out of "pre-shipment" phase, even though we hand them off. In some cases, tracking does not update until the package reaches its final destination. Although this is a difficult concern, we ask that you please be patient with them. Our main shipping carrier is USPS and their processing times have been longer than usual. We also have the option of UPS, which is sometimes preferable.
Currently, we do not have regular phone agents for customer support. However, we do have a team working around the clock on getting back to every inquiry that gets submitted through the inquiry form on our Contact Us page. Although we try to get back to everybody within 48 hours, oftentimes it proves to be a difficult task. Please be patient with us! We promise to get back to you and understand that it can be frustrating waiting for a new piece without knowing when it is going to arrive.
We make sure to wrap and pack your order as best as possible before it leaves our warehouse. Although a large majority of pieces arrive safely, there are cases where glass is smashed in transit. This is possibly also partially due to postal carriers experiencing a shortage of staff, which leaves less time for them to mind the fragile nature of boxes. If you received a product that is broken or damaged, please take at least two photos and submit your inquiry on our Contact us page. We promise to take care of it.
We understand your feelings and need for clarity, as we also care about the safe delivery of your package! We work hard to pack them and want you to be able to enjoy them as soon as possible.
If you are still awaiting a response from our team, please hang tight! We will get to your email and help you out!
Sending you good vibes,
Everything 420 Team