Re: Urgent: Order #2359190NA Returned to Sender

Dear Rachel, Thank you for reaching out to us! I'm so sorry to hear about the trouble you've experienced with your delivery. I completely understand how frustrating and disappointing it must be, especially after you promptly submitted your passport to DHL for customs clearance. Unfortunately, DHL can only hold a parcel for a limited period. It's possible that the holding deadline was reached before customs clearance was completed, resulting in the parcel being returned to our shipper. Regrettably, once a shipment has been endorsed for return, we're unable to intercept, reroute, or resend that same parcel, as this is beyond our control. That said, we’d truly love the opportunity to turn this experience around for you. We’d be more than happy to reprocess your order and have it shipped out again at no additional cost. Shall we send it to the same address or to an alternative address where someone available can receive the parcel? If you would like to update the shipping details, kindly provide them using the format below: RECIPIENT'S NAME: COMPANY/BUSINESS NAME (if applicable): STREET line 1 (House/Street # or name, Bldg, etc): STREET line 2 (Apt/Unit #, or Floor, etc / if applicable): CITY: STATE: COUNTRY: ZIP: PHONE: If you decide not to have the order reprocessed, please note that returned parcels received and processed by our warehouse are subject to a USD 20 administration fee, while the original shipping fee remains non-refundable. We truly appreciate your patience and understanding throughout this process, and we’ll do our best to make the redelivery experience much smoother for you. Kindest, Trish

Dear Rachel, Thank you for confirming that you'd like your replacement sent to the same shipping address. Please note that our order processing timeframe is 1-2 business days, while shipping thereafter takes anywhere from 3-5 business days. Weekends, holidays, and customs clearance delays may not be included. While we can't guarantee an exact delivery date, we'll do everything we can to have your order processed and shipped as quickly as possible. Regarding customs, since you've already submitted your passport to DHL, there shouldn't be anything further you need to do at this stage. If DHL requires any additional information for the replacement shipment, they'll contact you directly. We recommend keeping an eye on your email, including your Spam or Junk folder, and keeping your phone nearby in case DHL needs to reach you. If the estimated timeframe works for you, please let us know, and we'll be happy to proceed with reprocessing your order at no additional cost. We await your reply! Kindest, Trish

Dear Rachel, Thank you for confirming, and we appreciate your patience throughout this process. We’ve manually re-entered your order in our system to be re-processed. Your new order number is #2375328NA. I completely understand that you're hoping to receive your order by July 4. While we're unable to guarantee a specific delivery date, please rest assured that we'll do our best to have your order processed and dispatched as quickly as possible. Our order processing timeframe is 1–2 business days, and shipping usually takes 3–5 business days after that. You’ll receive a separate email with your tracking information once your order has shipped. Please also check your Spam or Junk folders, just in case. If you have any other questions about your order, please reach out to us anytime, and we’ll be glad to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can handle them efficiently. Kindest, Trish

Dear Rachel, Thank you for reaching out back to us. This is Katrina stepping in for Trish as she's currently offline. We know how eager you are to get this order ASAP and we want nothing but the same! As much as we'd love to, we do not have expedited shipping as we only have one shipping service at the moment and all orders are delivered via FedEx Express. Our flat rate shipping fee for all orders regardless of the quantity in the US is $20. Please note that our standard order processing timeframe is 1-2 business days while shipping thereafter takes between 3 to 5 business days. Although we are using the fastest shipping service which is FedEx, and delivery might be earlier than expected, we still want to set your expectations following our full delivery timeframe of 5 business days after dispatch (weekends, holidays, and customs clearance delays not included). With that said, I'm afraid we cannot guarantee your desired delivery date and although we cannot guarantee anything at this time, we will do our best to accommodate your request. Please know that we have added a note requesting to have your parcel shipped out ASAP. A separate email will be sent to you with your tracking information once your order is shipped. Be sure to check your Spam or Junk mail folders. Please keep in mind that for security reasons, FedEx normally does not leave parcels unattended as deliveries require a signature upon receipt. This helps ensure your order arrives safely. As a reminder, please keep your phone nearby in case the courier needs to contact you to arrange the delivery of your order. If you won’t be available at the time of delivery, we recommend having someone you trust receive the parcel on your behalf. Alternatively, you may use the tracking site to digitally sign for the delivery as soon as the link becomes available. Your patience is highly appreciated and we hope you receive your order the soonest! If you have other questions or concerns about your order, reach out to us anytime and we will gladly assist you. For follow-ups, please include all of your questions or concerns in one email so we can address them all efficiently. Kindest, Katrina x