We want to give you an update on shipping and fulfillment. Some orders are currently delayed. We are working on a solution to the delay, and for the majority of PocketC.H.I.P. orders, we are excited to announce that the solution is already here: over 800 will ship out within a week.
You’re probably wondering what caused the delay, how we plan to fix the problem, and what we’re doing to make sure this doesn’t happen again.
The first part of the problem occurred when a large batch of product was held in customs out of China during the Golden Week holiday. This meant that we did not have the inventory at our shipping partner when we estimated we would.
Miscalculated Shipping Cost
As we were trying to solve the customs issue, we discovered that we had been miscalculating and mischarging you for the cost of shipping. After investigating, we found it costs us more to ship you your order than we were charging you. This was true for domestic orders but was even more pronounced in countries that charge DDP: Brazil, Canada, all of the EU, Mexico, and Norway.
For DDP PocketC.H.I.P. orders, we have the inventory in stock for your order but are still in negotiations with our shipping partner to determine the accurate rate. But don’t worry, we’re covering the cost of the mistake, and you won’t have to pay any additional money to get your order.
Inaccurate Automated E-mail
Additionally, an automated email message was going out with each new order that set the expectations that you’d receive your order in 3-5 days. When we first setup our computer to send these estimates, they were accurate. Unfortunately, we made the mistake of not instructing the computer to stop when these estimates become inaccurate.
Not Happy With the Delay
If you’re not willing to wait out the delay, we are more than happy to provide you a refund for your order. To request a refund, please e-mail us at firstname.lastname@example.org and we will process your request. Please be aware that we are dealing with a high volume of support tickets. We will get to yours as soon as possible.
To show you how serious we are about shipping you your PocketC.H.I.P. order, we are temporarily suspending the sale of PocketC.H.I.P. and all accessory products on our website until we ship the outstanding orders. It’s a big move, but we hope it shows you just how serious we are about getting you the products you’ve ordered. C.H.I.P. Pro and C.H.I.P. Pro Dev Kit orders will continue to ship and continue to be available for sale on our website, as with all B2B orders.
We are also adding 2 additional people to our customer support team to help with the high volume of tickets. We will continue to answer every ticket and believe adding more resources will reduce the time you have to wait for a response. If you have submitted a ticket more than 2 weeks ago and have not heard from us, please feel free to send us a new message. We will answer every ticket.
Your trust and participation in our community are of the utmost importance to us. We realize we need to improve communication and transparency with shipping and fulfillment. We hope that you’ll see this as a step in the right direction.
❤️ everyone at NTC