Update 10/02: Our shipping and warehousing is fully up to speed, please give us a call if your orders are delayed and we will get them out for you as soon as possible.
Hi,
This is Zach, I wanted to apologize for any problems with orders and shipping in the from early July through late August. In the last 5-6 weeks, we've had a lot of issues with shipping. A lot of orders were delayed significantly, particularly orders with specific products which were bottlenecked, such as outworlds. Not everyone's orders were impacted, but many were.
Most of the problems came from internal communication, particularly due to some issues in staffing. One of our key staff member leave around mid July. After that, many orders in warehousing were labeled as shipped when they shouldn't have been, and orders with certain products had repeated delays due to issues with our warehousing.
We discovered these issues far too late, and have been adding new safeguards to make sure your orders arrive on time. In the meantime, we have already hired more staff, modified work hours, and begun testing a direct warehouse to customer service line. For anyone who has had a negative experience, I wanted to personally apologize for this. As of today (August 30), our order backlog should be more or less finally cleared.
If you have any orders which are late, and have yet to be shipped, please let me know. If you had an order with any bad experiences, please know that you have my commitment to ensure these issues don't happen again in the future.
Zach
Owner
Canada Ant Colony