Shipping Delays

[Mary Griffin]

Hi Customer Service,

I have an order pending that I think is being delayed by a "special order" item. Is there a way for me to cancel that piece of the order so that the rest can ship? We are trying to ensure the products arrive by Christmas. I have sent emails to the Customer Service address but haven't had a response. Any help/guidance would be appreciated.

Thank you!

[Justin Riddler]

Hey Mary,

I have canceled the special order item from your order and have added the rest of your order to our shipping queue. Hopefully you should see your package ship by the end of business day tomorrow. Currently your package is set to ship using UPS Ground with an estimated 3-5 business days in transit; while it is possible that your package may arrive by Christmas using this shipping method, it is not something we can guarantee.

We apologize that we haven't responded to your email yet. Customer Service has been a bit backed-up by the flood of emails we received during the Great Golem Sale and the approaching holidays. If you need to make any immediate changes to your order, I would suggest giving us a call:

425-250-0800
Monday-Friday from 10am to 5pm PST

~Justin Riddler
Customer Service

[Mary Griffin]

Justin,

Thanks for your response. I guess I should have come here first. (Ha ha!) This is my first purchase from you all. Will I have access to a UPS tracking number when it ships?

Thanks again!

[Sara Marie]

You will get an email with tracking number when it ships.

[Mary Griffin]

Thank you!! Happy Holidays!

[Mary Griffin]

Not sure if you all are checking the boards today but on the off chance you are, I sent an email to customer service asking to redirect this package. UPS said they can't because it is in transit but that you all could do it from your end. If you could check email and get back to me that would be great. If not, we understand. Thanks for your time!

[Sara Marie]

Unfortunately changing the address puts the projected delivery date out to December 30th. There is an additional fee from UPS that changing packages also incurs. I've sent you an email about the details. Please let me know ASAP if you wish to still change the delivery destination.

thanks
sara marie