A long-but-transparent note on recent shipping issues
tl;dr: The shipping issues that customers may have experienced in recent weeks should now be resolved. We are now shipping new orders within 3-4 business days, and getting faster every day.
Over the past several weeks, our shipping timeframes and overall shipping experience have not been to the level that we have been used to offering our customers.
There are a number of reasons for that, the first among them being our move into a larger, more efficient warehouse. This has been an enormous undertaking that, like most moves, has ended up being more challenging than anticipated.
Our team has been amazing throughout this process, putting in many long, long days to move, organize, search through mountains of boxes and try every day to get out as many orders as possible.
If I had one regret it's that we haven't kept our customers as up-to-date as we could have. We owed it to you to keep communication open, and too many of you felt abandoned when your orders weren't going out as fast as usual.
I'm sorry for that. We learned that lesson and will try and be more proactive in that regard in the future.
The good news is that we've come out the other side, and orders are now shipping out in a much faster way. We can commit to 3-4 business days, and we'll only be getting faster.
This move, while challenging in the interim, will ultimately lead to a much, much better customer experience. We're excited to show off the new digs a bit, once we've unpacked and finally found a desk or two.
If there's one thing we've loved about building this company, it's our customers. We love seeing and hearing about how excited you all get to unbox a new hat. Over the past few weeks, that experience has suffered, and we're anxious to get back to delivering the best service and experience in the business.