COVID 19 Update
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We are currently working with our fulfillment company, and are expecting longer than usual production times due to corona virus (COVID 19) Here is what they have supplied us with regarding item production time:
We're still seeing long fulfillment and shipping times industry-wide. Our support team is doing their best to keep up with increased customer questions. Our average email response time has increased to about one day, and we're not available on the phone. We try to keep chat available during US business hours on Mon-Fri, but periodically turn it off to catch up with queues.
We're working hard to safely increase our capacity and we've made good progress in the last month. In Charlotte, our goal is to increase our daily printing output by 2,000 orders week over week. We've already grown our DTG capacity by 20% and we're working on improving more categories.
We're hiring and training new employees in fulfillment and investing in more printing tech. We're now working with nine backup facilities, and we're scaling production at our new in-house facility in Barcelona.
Even with all the steps we're taking, it'll still take time to bring our fulfillment times back to normal. Some product categories are already there, especially products that we fulfill in Europe. Fulfillment is still taking long for our top categories: DTG, embroidery, and all-over printed apparel.
Shipping is also still taking longer than usual depending on where your orders are shipping to. The positive news is that Latvia's airlines are starting to ease restrictions on flights, which means that we'll be able to ship orders from Europe more frequently.
We'll continue posting updates as they come; thanks for your patience and for reading.
Be prepared for delays
Our fulfillment times will be longer than usual, and may continue to increase until things get back to normal. The entire industry is grappling with challenges and we're seeing delays in our supply chain, including distributors and shipping carriers.
We're closely communicating with our partners like Bella+Canvas to make sure they can supply us with adequate stock levels from their distributed network of wholesalers. We're also glad to report that we're seeing a surge in orders, which means that online sellers are doing well. Consumers are generally more patient during this time, as even Amazon has expressed that it's experiencing delays of up to 1 month. Read our blog for advice on how to communicate with your customers about Covid-19.
Estimates are current as of May 25, 2020.