First of all, thank you so much for ordering. If you have not received your order yet, it is likely due to a massive overload at post offices all over the country. We've shipped with USPS every Christmas for the last 7 years and have never seen anything like this before. If you haven't already heard it on the news - all carriers have been overwhelmed due to an unprecedented number of online orders/deliveries this holiday season, and fewer workers on staff because of Covid.
We've been tracking thousands of orders this season, and 90% of the orders we shipped were delivered on time, but about 10% have seen delays spanning several days to several weeks. It looks like it really depends on where you live and how quickly your local USPS sorting facility is processing packages. Some are doing better than others, but some states have been hit hard by the recent Covid surge, and those states seam to be getting mail delivered the slowest.
Our company also experienced an unprecedented increase in online orders this year. Everyone on our staff worked double overtime for the last 4 weeks to try and keep up, but we were simply overwhelmed. We're a small business and we make all of our jewelry by hand, and we couldn't go out and hire more professional jewelers in such a short period of time - there simply aren't that many professional jewelers out there! Miraculously, we were able to get all the orders that were placed before the Christmas Eve cutoff day out on schedule, but the post office did not deliver many of those orders on time. Many orders sat in our local post office sorting facility unscanned for days or weeks, which resulted in tracking numbers not being updated.
I know it's probably not what you want to hear, but all we can do now is wait for the mail to be delivered. We really appreciate your patience, and we really wish there was something we could do to get your order delivered to you faster. We actually did free upgrades to faster shipping services including Priority Mail and UPS 2 Day Air for a ton of people, but a lot of the orders still didn't make it on time, or are still stuck. The good news is, 99.9% of orders are getting delivered, they're just taking longer than usual.
Please also know, if your order is lost by the post office, we will of course make sure your order is reshipped, or we can issue a refund at that time if you prefer.
I know that was a long explanation, but we just want to be totally transparent about what's going on. It's been a whirlwind of a year, and I guess this final bit of craziness is the icing on the 2020 cake we didn't want. I hope you and your family are safe and well. 2021 is just around the corner, and we're wishing you the very best! Thank you so much again for ordering, and for being so patient!
Happy New Year,
Cyntia Kozak Fisher
Founder & Designer