Before contacting our team, please note the following important matters:
1) EXPEDITED ORDER DELAY (Dec 18 Update): Given the recent inconsistency of expedited shipping orders, we have ceased all expedited order options for the rest of the holiday season. For previously placed expedited orders, please patiently adhere to the given shipping time in your order (search this information in your email) and read the expedited order delay updates below.
EXPEDITED ORDER DELAY (Dec 12 Update): Our global logistics partners are continuing to experience sporadic delays on expedited shipments of about 4-6 days (due to over-congestion, often at customs). As a result, our expedited shipping times window has been updated to 7-10 business days for all products as of December 12. We apologize if you are affected by this delay, and thank you for your understanding. In particular, we apologize about any delays that affect Christmas gifts. We are doing everything we can to make sure as few delays come into effect as possible.
EXPEDITED ORDER DELAY (Dec 7 Update): Our global expedited shipping provider, DHL, recently announced that they were experiencing sporadic delays of 4-6 days (regular days, not business days) for expedited shipments due to unexpected congestion. We apologize if you are one of the few customers who were affected by this, and thank you for your understanding.
2) HOLIDAY SEASON SHIPPING: Due to the busy holiday season, during which time shipping companies and country customs are overloaded, our Holiday Shipping Times are unfortunately higher than the usual shipping times found throughout the year. Generally, shipping times fall between 7-15 business days, however for the holidays this time frame increases to 10-20 business days. We apologize for any inconvenience this may cause you, and thank you sincerely for your understanding.
To ensure you are able to receive your orders in time for the holidays, we've worked hard to offer "DHL Expedited Shipping". Associated costs and options are shown at checkout for your order. Please note that expedited options are not available for all products, and not to all countries.
Please note, while most orders (95%+) do arrive within the given arrival windows, we are unable to guarantee shipping times during the holiday season. There are many factors out of our control, including country customs and congested logistics companies, that experience sporadic delays during the holiday season. Please email in if your order hasn't arrived within the given window and we'll treat each situation on a case-by-case basis, and do whatever we can to make things right.
3) ITEMS SHIPPED SEPARATELY: Many of our products come from different warehouses worldwide! As a result, products in your order may ship separately. Fret not, all of the items in your order will arrive shortly. Please check the tracking numbers for the individual items in your order. If all of your items haven't arrived by the time they were expected to, please contact our customer service team and they will make things right. We appreciate your patience in this matter.
4) CONTACTING THE PALS: The Pals CANNOT be contacted at our email below.
5) BUSINESS INQUIRIES: Business inquiries CAN be made through our email below.
For all inquiries, comments, or issues please contact us by email at: firstname.lastname@example.org
We're happy to chat about anything to guarantee your satisfaction!