Areas heavily affected by COVID-19 such as New York may experience the most delays in shipping
With stay at home orders beginning in March and currently in effect until at least the end of April, online traffic has skyrocketed. We've witnessed this ourselves with an evident spike in online visitors at the beginning of March. Nobody was prepared for this to happen. Major online services such as YouTube and Netflix have lowered the quality of their online streaming services to meet demands and Amazon has delayed prime shipping by up to a month. The USPS has also felt this increase in demand, so we've decided to write a post answering questions you might have and to ensure you we're doing our best to continue delivering quality tea you expect from Full Leaf Tea Company.
Q: What is Full Leaf Tea Co. Doing?
Despite social distancing and an increase in online traffic and sales, our fulfillment team is doing a wonderful job of shipping items by the next day at the latest (though most items are still shipping the same day). If we're ever experiencing delays in shipping items out from our warehouse, we'll be sure to notify our customers.
Q: My tracking shows delivered, but I don't have it
The United States Postal Service focuses heavily on their metrics. This means packages are sometimes scanned at the facility before they're delivered. Unfortunately, once a package leaves our warehouse - we have no control over it. Our advice is the following:
- Check any nook and cranny a serviceman might've placed it. Sometimes they hide packages to avoid theft.
- Check to see if the package was entrusted to someone or accidentally delivered to someone. This is uncommon, but it does happen.
- Call your local USPS
- If you don't have your package within 2 business days of the marked delivery date, please feel free to contact us. (ex. the package was marked delivered on April 1st but still hadn't arrived by April 3rd at 8 PM local time).
Q: Package marked as 'In Transit' but hasn't updated
The USPS contracts out airplanes and semi-trucks to deliver items across cities. During this process, items may receive delays in scanning or may not even be scanned at all. Unfortunately, once a package leaves our warehouse - we have no control over it. Our advice is the following:
- Call your local USPS to ensure the package is in fact in transit. (It more than likely is).
- If your package hasn't updated within 2 business days of the marked delivery date, please feel free to contact us. (ex. the package was intended to be delivered on April 1st but still hasn't updated or shown as delivered by April 3rd at 8 PM local time).
Q: Tracking is unavailable
This is a common occurrence, even before the Corona Virus pandemic. We don't know what happens while our packages are in the hands of the USPS - but our best guess is the system might be overloaded and thus, a package is missed. Our advice is the following:
- Call your local USPS to ensure the package is in fact in transit. (It more than likely is).
- If your package hasn't updated within 2 business days of the marked delivery date, please feel free to contact us. (ex. the package was intended to be delivered on April 1st but still hasn't updated or shown as delivered by April 3rd at 8 PM local time).
Q: How long does it take to ship once I order?
In most cases, we ship on the same day. If we can't ship on the same day, we ship on the next day. You'll receive an email confirmation with a tracking number once your items have been marked as shipped. All items are carefully packed with automated tracking to ensure the best service possible!
Q: Are there other ways to contact the USPS?
Yes! Submitting a claim on missing packages through USPS is the best way to find your package! You can submit a claim by clicking here. You'll need to provide your tracking number. Expect 1 - 3 days to hear back from the USPS. If the USPS is unable to resolve your issue and it's been two days from your expected delivery date, please contact us at customers@fullleafteacompany.com
Q: My question isn't listed here
If your question isn't listed here, or you're concerned about your package, please contact us at customers@fullleafteacompany.com. We will do our best to get back to you within 24 hours. We're here to help you and ensure the highest quality service during this difficult time.
