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.