Dear Customer,
Shipping can be one of the trickiest parts of online shopping, and while we do everything we can to make the process smooth and timely, some factors are simply beyond our control, and we want to share what really goes on behind the scenes.
If there’s one topic that causes the most frustration in online shopping, it’s shipping. We understand, when you’re excited about a purchase, you want it in your hands as soon as possible. And when it takes longer than expected, it can feel disappointing. And for those of you who can’t hear, without that charger or receiver, we feel your pain!
But we want to pull back the curtain, sharing transparency issues with you by sharing a little more about how shipping really works for us as a small business, and why your patience and kindness mean the world.
One of the biggest misconceptions is that we personally deliver every package. We don’t; we rely on trusted shipping carriers, primarily USPS Ground, to get your order to your door. Once your package leaves our hands, it’s in the care of the carrier, and while we wish we could hand-deliver every box ourselves, we simply can’t control how quickly they move it through their system.
We do everything we can to process and ship orders quickly. But once it’s with USPS, shipping times are ultimately up to them. We also believe in being kind to our postal system, as they keep it affordable for all and do the best they can.
We work hard to keep our shelves full, but occasionally, especially after a busy weekend, we sell through certain items before the next shipment arrives. When that happens, we restock as quickly as possible.
You might notice that an item still appears available even when we’re waiting on more inventory; that’s because we will have more soon. We only mark items as “out of stock” if we know it’s truly unavailable or if it’s a special-order item.
Sometimes manufacturers even make mistakes and send us the wrong product, and while that’s frustrating for everyone, we do our best to fix it quickly and keep you updated. We know our manufacturing reps also have a hard job when we get upset, so we try to breathe through it and keep it kind to them.
Another common point of confusion is the difference between Priority and Expedited shipping.
We promise, we’re not holding your order hostage. We’re not ignoring your emails. We’re not dragging our feet. We are a small team, working hard every day to get your order processed, packed, and shipped with care.
We know many people are used to Amazon-speed delivery. But we’re not Amazon. Believe it or not, we’re proud of that. Our focus is on personal service, thoughtful communication, and products we truly believe in.
We ask for your patience and understanding as we navigate the parts of the process we can control, and gracefully handle the parts we can’t. We don’t mean to get defensive, as we will take blame, rightfully so, and promise to make it up to you!
If you’ve ordered from us, know that your support means the world. Every package we ship carries not just a product, but a little piece of our passion and dedication… and a lifesaver!
If your order takes longer than expected, we sincerely apologize in advance. Please know that we’re doing everything we can to make your experience a great one, and that behind every email and box is a real person who cares deeply about your satisfaction.
From the bottom of our hearts, thank you for shopping small and for showing us the same kindness and patience that we pour into serving you.
Cheers,
Kim Fishman, Owner
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