To our customers -
The last several weeks have been rough, to say the least. We realize that we haven't handled things well, and for that we sincerely apologize. We'd like to make things right, but first, here's a fully transparent overview of everything that's happened:
- When quarantines began to go into effect in late March into April, we saw an unprecedented increase in orders, which makes a lot of sense given that people were stuck at home and salons were closed. Historically our shipping times have been about 14 business days (average across United States, Canada, Australia, UK, and a few other markets) so we didn't think we'd have any major issues fulfilling this higher volume.
- In April, shipping channels began to break down but carriers continued to insist that things were moving. Because our products contain a sensitive class of goods (powders and liquids), we're limited in terms of which channels we can use. Commercial cargo normally ships on international passenger flights, but these have fallen off dramatically since COVID became an issue. We, and other merchants, have been using chartered cargo flights to get goods out of China and into different markets.
- We normally ship with China Post and USPS, but when our normal channel stopped operating because of COVID, we switched to a carrier called Take Send Logistics to get our goods into the US and handed off to USPS for final mile delivery. Initially we were uploading these tracking numbers as USPS but we later became aware that USPS wouldn't show tracking details until they took possession of the package. That handoff step between Take Send and USPS is where a lot of the delay time has been, as well as US Customs. We understand that a lot of people have had concerns whether this is a real carrier and whether the provided tracking numbers are real. They are.
- In hindsight, as soon as it was apparent how long these delays were becoming, we should have provided a refund to everyone who had been waiting an unacceptably long time. We took on a perspective of "this will be delivered so soon, it doesn't make sense to refund" and stuck to our policy of not refunding while the order was in transit. It's apparent now that that was the wrong thing to do. In complete transparency, we had invested a huge amount of money in shipping cost to get the packages delivered, and were panicked about further losses as the delays got out of control. We're extremely sorry for the tremendous amount of frustration caused.
All that said, we're not scammers or bad people and we want to make things right. If you've been waiting forever for your order, we'd be happy to offer you a refund. Please reach out to our team at email@example.com and we are ready to help. If you have any other questions or need help applying your dip powder, we're here and happy to help with that as well.
We're no longer taking any new orders but are maintaining our support team until every package is delivered and every customer concern is resolved.
If you haven't yet, you'll still receive your order as it is truly making its way through the system. You're welcome to do whatever you want with it at that point; we will offer money back regardless.
Thanks to all of those who have been patient and apologies again to all of those who we've angered and frustrated throughout this situation.
The DipsyNails team