We want to address your recent feedback about shipping delays. While we are only seeing about 5% of packages being delivered outside of our promised Service Level Agreement timelines, we understand that extended delivery times can be disappointing and we wanted to provide some clarity around what’s occurring in the shipping industry and what actions are being taken to improve the shipping experience.
What’s causing shipping delays?
In both the United States and Canada, we are seeing unexpected delays across all shipping carriers (Mail Innovations, FedEx, USPS, Purolator).
After careful investigation, we have found that all delays are stemming from COVID-19-related issues as well as civil unrest throughout the country, and are not isolated to any one carrier. All carriers have suspended any service delivery guarantees and are experiencing a 2-3 business day delivery delay, on average. However, currently these issues are predominantly impacting the Mail Innovations Hub serving the Northeast/ New Jersey.
Due to shipping delays, you may also notice delays when tracking is updated or find that your package is being routed through a different area than usual. Not to worry, your package is en route – our carriers are making adjustments as needed based on facility closures.
How are delays being addressed?
At S&D, UPS Mail Innovations is responsible for delivering about 50% of all domestic order volume. We perform a quarterly review of all carriers we work with and consistently find Mail Innovations to be a reliable, trusted, and responsive partner.
As our shipping partners navigate new challenges, they are making a few key changes to alleviate shipping delays. Mail Innovations has implemented/ is implementing the following:
Mail Innovations has committed to being fully within processing and delivery commitments by August 1st. Any outstanding orders from early July are targeted to be delivered by end of day Monday, July 27th.
Will customers be contacted?
For customers who placed an order 6/22 – 7/09 and experienced delays beyond 4 days of our promised delivery timeline, we will email them within the next few days with an apology for the delay and include one free shipping code valid through the end of September. Ambassadors will be CCed for awareness and easy follow-up.
We will continue to provide updates as new information becomes available and will continue working with our shipping partners to see how we provide the most delightful experience for our Ambassadors and customers.
Thank you for your patience and understanding.