Why are some orders being fulfilled faster than others?
We try to fulfill products in the order that they come in, and usually, we're able to do that. With social distancing measures in place, it's extremely hard to scale up production and hire people as quickly as we need to. To manage our order queue, we route orders to whichever facility has more capacity. Fulfillment order depends on the product and where it's routed to, so newer orders might get fulfilled faster if they're routed to another facility.
As an example, let's say you have two t-shirt orders. The older order might include a t-shirt that's only be able to be fulfilled at our NC facility, so it's waiting in line. The newer order is a shirt that we can fulfill at a backup facility, so we might route that order and it gets fulfilled faster.
Keep in mind that when you change an order, that also pushes it to the back of the queue.
Our order routing system wasn’t built for this situation. We won't be able to solve everything immediately, but we are looking at solutions to improve.
What are backup facilities?
To help us manage order volume, we partnered with outside facilities that will help us fulfill orders. As of now, we're working with eight partner facilities in the US and Europe. We're exploring options for more products and locations. The more facilities we partner with, the more control we have over where to route your orders.
We've chosen the best backup facilities in the market for our quality standards, but production quality and speed may differ from what we offer.
Are any products affected by Covid-19?
We're working closely with our suppliers to ensure we have adequate stock levels. But Covid-19 is impacting the entire industry and supply chain, so there could be some disruptions.
Currently, we have enough stock to fulfill orders, especially for our most popular products.
How are Face Masks/Covers meant to be used?
Our Face Masks are made from cloth, and they aren't medical equipment.
Payment & Shipping
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Are there any shipping delays?
Yes. As of June 15, here are the approximate delays you can expect:
US to US → 5 additional bus. days
US to Canada → 7 additional bus. days
US to Europe, Australia, New Zealand → 10 additional bus. days
US to Worldwide → 15 additional bus. days
EU to US, Canada, Australia, New Zealand → 25 additional bus. days
EU to Germany, the UK → 9 additional bus. days
EU (Riga) to Spain → 16 additional bus. days
EU (Barcelona) to Spain → no delays
EU to Austria, France, Italy → 12 additional bus. days
EU to The rest of EUR → 20 additional bus. days
EU to Worldwide → 30 additional bus. days
Because of delays, we're routing US, Canadian, and Australian orders to Europe only when it's a product that we can't fulfill in the US or Mexico.
In Latvia, airlines are easing restrictions on flights, which means we'll be able to ship orders out more frequently. Right now, there are flights going out to Vilnius, Tallinn, Oslo, Frankfurt, Amsterdam, Helsinki, and Munich.
We're in touch with our carriers and they'll notify us of any more disruptions. We also recommend you follow your local news for any regional disruptions.
Is it safe to receive packages from areas where Covid-19 has been reported?
This is what the World Health Organization recommends:
Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low.
Secure Ordering & Payment Options
We do not knowingly collect, maintain, disclose, or sell the personal information about users under the age of sixteen (16). If you are under the age of 16, please do not use our Services. If you are under the age of 16 and have used our Services, please contact us at the email address below so that we may delete your personal information.
Returns & Refunds
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please submit a problem report.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
We do not refund orders for buyer’s remorse or size exchanges.
Thank you for shopping with us!