Business hours are Mon-Fri 10am-3pm
Excluding Federal holidays
Typical response time is 2-4 business days
If you have any questions or concerns or would like more info, feel free to contact me using the contact form below.
I'm always happy to help!
*****IMPORTANT NOTICE REGARDING MISSING/DELAYED SHIPMENTS*****
There has been a recent surge in missing orders that have been marked delivered but not received, which USPS has been providing the wrong address for when customers call to check. This is because USPS recycles tracking numbers. They're not supposed to recycle them for at least 4 months (longer if you've paid for premium extended tracking), however when there's an unusually high volume of mail it's done earlier. I believe the recent surge is due to the upcoming election as well as it being the start of the holiday season, and likely also impacted by the many recent storms in the south.
If your order shows as "delivered" but isn't there please contact your local post office (who delivers your mail) first as they have GPS location tagging (and in smaller communities they might even remember delivering it) and can confirm if/where it was actually delivered, and if they give you an incorrect address let them know that there's multiple shipments associated with the tracking number. I always ship in 9"x6" holographic silver or bright fuchsia/teal/purple bubble mailers so it's a package that would stand out (I use them because they're sturdier and waterproof, I haven't had a single damaged shipment since I made the switch from the brown Kraft ones)
Contacting USPS immediately gives the best chances of the package being located and re-delivered to the correct address as it cuts out the middle man. When I file on my end they contact the post office responsible for delivery first, which can take a couple days or a couple weeks. If they're unable to locate it I'll then be able to file a claim, and will remake/reship the order as soon as I receive confirmation that the shipment is indeed lost.
Shipping labels are an automated process, nothing I do is manual unless an address needs to be changed from what was entered when the order was placed. Order data is automatically imported into ShipStation (a USPS shipping service that allows me to create First Class and international shipping labels, which are not available through the USPS website) when an order is placed, I just check a couple boxes and hit "print", then the shipment data is automatically imported into WIX (the e-commerce platform the site is built on) and tracking numbers added to the corresponding orders. There is no possibility of me putting the wrong address on the label or adding the wrong tracking number to an order, so I can assure you that every shipment exactly matches the address information entered when the order was placed (unless a change is requested).
You can read more about recycled tracking numbers in this helpful article from Stamps.com
If your order is missing, whether marked delivered or not, you can also file a search request using this USPS form.
I've also noticed numerous shipments recently that aren't tracking until they reach their destination or that stop tracking and just hang in "In transit, running late". This is unfortunately just what happens during times when there's unusually high volume of mail and a common occurrence during the holiday season. As I'm currently struggling to keep up on everything by myself I may not be able to immediately reply to messages reporting missing or delayed shipments, but rest assured that I am filing requests for every shipment and will contact you when I hear back from USPS or if I require additional information. Otherwise I'll automatically remaking/reshipping every order as soon as I receive confirmation from USPS that they're unable to locate it, and you should receive an automated email from Shipstation when the label is created. I'm doing my best to get the new tracking numbers uploaded when replacements are shipped, but unfortunately I'm not always able to.
For the delayed orders...
I made a mistake, and put my trust in someone who didn't deserve it. After a week running the biggest sale since I started a decade ago to help raise emergency funds for someone I had considered a dear friend-taking in a month's worth of work in just a week-I was left me on my own with the work and bilateral trigger thumb that I'd developed just weeks prior, unable to do the work that had been her responsibility for the previous year.
In a turn of fate the metal markets had taken a massive 25% jump during that week (45% total from the beginning of the year for silver), and because I sell at cost-pricing is calculated as the cost of materials/supplies, overhead costs like electric bills and equipment, and my hourly pay-most of the orders were sold at a loss. For each swan neck splint I lost between $4-$35 depending on metal type.
By the end of July-right before my body gave out from pushing myself too hard for so long-I had over 400 open orders, nonfunctional hands, no help, and not even enough money left after supplies and shipping labels to afford food or medications.
But despite the mess I was left with and all the roadblocks and setbacks since then, I now have the end in sight of what seemed like an insurmountable task. I'm giving it everything I have to give, determined to get every last order made and shipped out as quickly as humanly possible.
I am truly sorry that my error in judgement ended up being such a source of frustration and inconvenience for so many. Had I known then what I do now I'd never have done it. I was expecting she'd put in the extra hours to help with the workload like we'd discussed, and that it'd only be a few weeks that orders would be delayed. I never imagined it would turn into what it did.
I learned a very hard lesson about trust, and can assure everyone that something like this will never happen again.
Everyone's patience and understanding during this time has been so greatly appreciated ❤
Contact
Please note that order and shipping confirmation emails are automatically generated from a "no reply" email which goes to an unmonitored email account. Responses/replies to these automatically generated emails will not be seen. Please use the contact form for any inquiries about your order to ensure that I receive them.