There is nothing more important to us than the health and safety of our customers, our team, and our artisans. Due to the ever-changing situation surrounding COVID-19, we are experiencing some unpredictable delays in the processing and shipping of all orders with our US & CN fulfillment centers. My team and I work tirelessly to deliver your orders ASAP and keep the quality of our service at the highest possible level.
What does that mean for you? We have answered some of your common questions below:
Is it safe to shop from your site?
We are operating in line with advice from the World Health Organization and the local authorities. We constantly make sure that all appropriate health and hygiene standards are adhered to with all of our vendors and teams.
This is our top priority and we will be closely monitoring this situation for any updates to maintain appropriate policies at any given time.
What about the delivery of my purchase?
We are still open and taking orders on our site, but we are seeing an average of 7 - 21 business days for delivery in the United States, and 15-27 business days for international orders (depending on location) due to Social Distancing Protocols we instituted at the end of March 2020.
What Social Distancing Protocols are you currently practicing?
At the beginning of the COVID-19 pandemic, we implemented the following social distancing protocols with all of our warehouse partners:
All team members working at a minimum of 6 feet apart for order processing;
COVID-19 prescreening with doctor and nurse staff on-site, including temperature check and health assessment questions;
Each team member is provided a face mask and set of gloves at the start of each shift;
50 different sanitization stations have been set up throughout the facility with on-site janitor staff with frequent sanitizing and cleaning of work stations and equipment;
Staggered lunchtimes to ensure no more than 15 team members are gathered at any given time within a 6000 sq ft room.
What if I need to exchange or cancel an order?
We want you to be happy with your decision. For order cancellations, please reach out to our Customer Service
What about your shipping partners?
Our Supply Chain Operations Team is constantly monitoring the situation with our shipping partners and will continue to work very closely with them and make sure that all appropriate health and hygiene standards are adhered to for your delivery. We always recommend following CDC guidelines for handling our packages.