I would have to say that approximately half of our daily inquiries begin with “Where’s my order?’. I would like to help our customers today with some information to help you stay updated on the status of your order! This may help your shopping experience not only with us, but other online stores as well.
First- Please read the Shipping Policy. Reading all policies first can help reduce stress if you know what to expect. I have taken the following portion of our policy for an example:
“We ask that customers allow 2-14 days for shipping. This varies due to product availability. The inventory we have on site varies, and ships within 24-48 hours. If the inventory is not on site, we can usually rely on our manufacturers to ship the product to us in 7-14 days. We will ship it to you as soon as we have it. If it is not shipping in 48 hours, then we are waiting for our product to arrive from the manufacturer. Please note we are not responsible for a product being back ordered by the manufacturer or for out of stock and discontinued product. Back orders can take anywhere between 1-4 weeks. The back order status can be found in the product description, the subcategory description and our blog. Out of stock items can take up to three months. We do not combine orders or split shipments. Even though you can shop our store 24/7, please remember we are only open during normal business hours Monday-Friday 10am-2pm MST.”
Second-As we are an internet business, we have orders coming in all of the time, sometimes seconds apart, thus we are making orders all of the time, so yes, sometimes we run out of product before our next shipment comes in, thus delaying the shipment of our customer orders at times. This is mentioned in our shipping policy as well. We are sorry for the delay, but will get your order out as soon as possible and once shipped, you will receive an email notification. We do not put items on Back Order or Out of Stock unless we know that we can not get them in from the manufacturer! We try very hard to keep our products updated on our site!
Third- If you are in need of your order for a special event or project, PLEASE state this in your order comments and follow up with a phone call or email to us! If your order is waiting for an item and it is put into Pending orders, we may not catch the special instructions right away. We want to get your order out to you as soon as possible and if there needs to be adjustments made to your order it helps if you give us a heads up! Otherwise, we will wait for all items to arrive to ship your order. Unfortunately, we can no longer split orders.
Last- Manufacturers give us an ETA on product arrival, which we in turn share with our customers. However, shipping delays, computer problems, manufacturing, customs and other issues can cause this to change. Please be patient as we ship product as soon as we receive!
I hope that this has been helpful to you. If you have friends or family that shop on our website, please share this information with them if they have not already read this. You can also view the rest of our Shipping Policy and our other policies on our website.
Let me also repeat what I have said before- We have the best customers!!! You rock!
Thanks and Happy Scrappin’!
Carrie