Our fulfillment partner has informed us that they anticipate COVID-19 related delays to continue into the first quarter of 2021. This being the case we are going to implement a slightly different shipping schedule for the first 3 months of the new year. Essentially, we will no longer be shipping orders for Friday delivery as there have been consistent 1-day transit delays across the country. This gives your order a “cushion” to allow it to arrive before the weekend, when it is very likely to be further delayed.
How this will affect your orders:
The new shipping schedule varies from our normal operations in that we currently ship 3 day orders Monday and Tuesday, 2 Day orders through Wednesday, and 1 day orders through Thursday. The new schedule is below:
3-Day Ground: Ship Mondays Only, Delivery for Thursday
2-Day Ground: Ship Monday & Tuesday, Delivery Wednesday & Thursday
1-Day Ground: Ship Monday–Wednesday, Delivery Tuesday-Thursday
Subscribers: Ideally, we would like our auto-ship customers to move their subscriptions to Mondays or Tuesdays for the best experience and same week delivery. You could also leave your subscription to process later in the week, just keep in mind that it will be held to ship the following Monday. If you need help making an adjustment to an earlier week day, or don’t know your transit time, feel free to respond to this email so we can help you out.
A la carte customers: Know that orders placed mid-week and onward will be held to ship the following week. For same week delivery, make sure your orders are in by 10am Tuesday. Again, if you aren’t sure of your transit time you can check with us as well.
My orders have been arriving on time, do I have to stick to the new schedule?
Yes. While we are very happy (and impressed) your orders have been arriving on time, delays are only likely to get worse as infection numbers are increasing. As a small business reships are very costly for us, and we would like to avoid our customers having to absorb the financial impact of reships/expedited shipping. You are also likely to have the best shipping experience with the new schedule, which will help to avoid stressful situations or running out of food.
Is this permanent?
This will be a temporary measure. Our plan is to reevaluate the schedule in the spring and see if the delays have reduced before going back to our normal shipping schedule. It is possible that we may have to extend this schedule, but we will happily move back to our regular schedule as soon as the delays permit!
Winter storm shipping advisory for the following states: NY, CT, RI, MA, VT, NH, IN, OH, WV, MD, DC, DE, NJ, PA. Please note that due to the storm we may be unable to ship your order out after today, 12/14. We will be monitoring the storm closely with our fulfillment partner and adhering to warnings and advice for perishable shipping per the carriers. Keep in mind we do not control the weather, and tried to plan ahead as best as we could... but mother nature had other ideas. Please contact us if you have any questions about this.
Tis the season to get in your orders before Christmas grinds thing to a halt. We like to count our blessings and this year we feel very blessed that Christmas and New Year's Day fall on Fridays. This hopefully means fewer snafu's. That said, with this year's particularly high volume, we suggest getting your orders in for the end of year by next week. If you do tarry please see the calendar below for the suggested cut off times for 1, 2 & 3 day shipments. These cut-offs factor in a 1-day courier delay as we've been experiencing a lot of them.
If you order or if your subscription order processes during the week of Christmas or New Years it is technically possible that your order might ship after the stated deadline. If you are going away for the holidays and do not wish to receive food the week of Christmas or New Year's, please make sure you do not place or have an order process on those weeks. If you have any questions, please contact us.
Please note that orders placed after 10am Tuesday November 24rd will be held to ship the week of November 30th due to Thanksgiving.
We're in the homestretch of 2020! With the holidays upon us, logistics are already getting crazy. As always, we promise to provide the best customer service possible under unusual and trying conditions, but we strongly recommend that you order NOW. If you have the room and budget, we suggest you get enough to cover you through the holidays.
Transit Time Guarantee Changes:
Since the start of the pandemic, shipping has been a challenge. In addition to unforeseen delays, we know with certainty that these two major factors will impact your transit times this holiday season:
1. Courier companies are beginning to issue changes to their standard delivery times. This means that if you live in a one-day delivery zone, you may find packages arriving in two or three days. This is not an across-the-board change, but more and more zip codes are being impacted every day. To help minimize thawing, we are adding additional dry ice accordingly.
2. With additional holiday volume, there is only so much room on the trucks that UPS, FedEx, and OnTrac send to pick up packages. To manage this situation, our fulfillment center will be prioritizing orders with longer transit times. This means if you order on a Monday, but have a one-day transit time, your order may be held until Tuesday or Wednesday. Please keep in mind, we have no control over this!
What Can You Do?
1. Order as early in the week as possible (Thursday evening - 10 am Monday). We don't ship over the weekends, but this will give our fulfillment center time to pack your orders over the weekend.
2. Make sure your shipping address and your order are correct before placing an order.
3. Sign up for carrier accounts such as FedEx Delivery Manager or UPS My Choice to get comprehensive tracking alerts. These are super useful services in general, and we highly recommend them.
4. Pay attention to your order tracking, and reach out the moment you notice anything amiss.
5. If you need help with anything, don't hesitate to reach out: firstname.lastname@example.org
6. Here are some breathing exercises to reduce stress. We all need them.
Our inventory levels remain healthy, our supply chain is strong, and order fulfillment is on schedule. That said, we have been experiencing higher levels of very delayed, thawed, and warm packages over the past few weeks. These delays seem primarily due to spikes in issues occurring at carrier transit hubs. Add wildfires and hurricanes to the mix, and we have the perfect recipe for some exasperating situations. Most carriers still have guarantees suspended as well.
We know that delays are a major inconvenience for you. As a small business, they are also very expensive and frustrating for us. Please understand that we are doing everything in our power to get your food to you in a timely manner.
In an effort to minimize spoilage, we have further increased our dry ice levels across the board—the amounts we are using actually exceed the amount listed on your packing slip. Our fulfillment center is in constant communication with couriers about weather and hazard conditions. Even if you are experiencing good weather locally and other packages have arrived to you as expected, please keep in mind that there still may be issues en route from our warehouse.
Please contact us right away if your order arrives and you aren't sure of safety, or if you need a replacement:
While carriers are still reporting no major service delays, our fulfillment center has let us know that there has been a marked increase in order delays in the past week which we are expecting to continue for some time. In our experience most delays have been a day in length, but there have been some longer sporadic delays. In light of these service issues they have suggested that our customers:
- Double check that addresses are correct before placing your order.
-Sign up for carrier accounts such as FedEx Delivery Manager or UPS My Choice to get comprehensive tracking alerts.
-Put shipments away promptly on arrival.
We would also advise ordering a little early and/or keeping a stock on hand to ensure that you don't run out of food should there be any delays in your shipping service. If you need help with this, don't hesitate to reach out.
We have implemented a targeted ice level program to help ensure your food arrives nice and cold (especially in hotter regions), as well as increasing ice levels across the country as we move into warmer weather. Additionally, our fulfillment center is tracking trends in order delays which will allow us to know which areas are having the most trouble and adjust shipping methods/ice levels accordingly.
Shipping delays are easing and we are only seeing delays of a day or two at this time. Our inventory levels are doing well and we are continuing production as usual. We are reinstating sampler sales as of 4/9.
Thank you for being so understanding and patient during this time. We really appreciate that everyone has followed our guidelines and been conscious of their fellow Evermore pack members' needs. Also, so many of you have been sending in pictures of your pups and words of encouragement... it's really made our social distancing feel far less distant!
Along with the rest of the country, we are adjusting to a rapidly changing reality. We promised transparency with our customers as the Coronavirus situation evolved.
Our inventory levels are still very healthy and we are stockpiling ingredients and producing as much food as we can in order to keep ahead of demand. Today, however, we received a communication from our fulfillment center (see below) that they are incredibly backlogged due to an unprecedented and sudden shift to online purchasing. We have been advised that for the time being there may be a 1-2 week backlog in order fulfillment from our Virginia warehouse and shorter delays from our Nevada and Nebraska warehouses. It is our sincere hope that this will change as they staff up and streamline procedures to meet the moment.
For the time being, we will be suspending sampler orders, and ask that customers try to order flavors in full case (8 unit) amounts. This will help with the packing efficiency. We also suggest, if possible, that customers maintain at least a 3 week supply in order to avoid any gaps.
At this time we will be unable to execute last minute order changes or cancellations. We advise double checking that all is correct before placing your order, or reaching out as quickly as you can if there has been a mistake. For address corrections we highly suggest downloading the UPS and FedEx apps as this is the best way to make adjustments to orders that have shipped.
As we are experiencing very high customer service request volume, we may take a little longer to get back to you than normal. We will do our absolute best to honor urgent requests, but we please ask for your patience and understanding during this global crisis. We are happy to assist with recipe templates and shelf-stable suggestions to help bridge any gaps. Please do not hesitate to reach out to us with any questions or concerns.