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Dear Paizo Customer Service!
I ordered some stuff on the 9th of August from you.
I asked about it in an e-mail on the 23rd of August to customer.service@paizo.com.
My problem: The Status still says pending. Which, in my interpretation means it's still not sent, it's not prepared or on it's way.
A week ago when I looked on my order, Package tracking said the following:
Expected to Ship in 1 to 18 business day.
Not trackable.
Which is nice and all, but now it says:
Originally expected to ship in 1 to 18 business days.
Product not in stock.
Not trackable.
My order is almost 50 USD in total with shipping which doesn't look much, but it's significant for me, so I hope you understand I start to worry when it looks like that in a 20 days interval nothing has changed from the first second of my order until now except for the stuff I ordered is not in stock anymore.
Could you tell me something reassuring?
I forgot to mention: My e-mail on the 23rd of August didn't trigger an answer. So I still don't know anything about my order. I'm not impation because of six day, I didn't hear anything about it since the order on the 9th of August.
Hello Zackolyte,
There are some items we have to get from a distributor or manufacturer when an order is placed for them. These items will show a longer shipping time on the availability portion of their product page. This will also be reflected on the order (the 1-18 business days you are seeing), and on the order confirmation email. This is our estimate for how long it may take for the item to get to us from the supplier. Keep in mind that business days exclude weekends and holidays.
One of the items on your order is here waiting. The other is on its way to us from the supplier.
Just as a confirmation, because english isn't my native language.
1-18 business days is the interval Paizo gets the items from the manufacturer/redistributor, and the other interval (in my case Estimated 9 to 36 business days in transit) is the actual shipping time, right?
So I ordered on the 9th, that doesn't count as a whole day, so the collection from the distributor still has 4-5 days to go, and when it's at Paizo, the order will be set on route towards me, right?
I'm this curios because I'm starting a new campaign on the 10th of september, and I want to be prepared if my shiny new awesome flip-mat doesn't arrive (which, as far as I see it, is a rather big possibility).
Also, thank you for your kind answers and setting me straight. And the site is great! I really love it, and I plan to get my future roleplaying supplements from here. I just have to get a grip on the whole shipment time. Next time I will be more careful.
Hello Zackolyte,
You are correct.
There are 2 different number ranges.
The first is how long we estimate it may take to ship out an order. Usually this is 1-7 business days for items we have in our warehouse (but this month was 1-14 business days because of the launch of Starfinder, and GenCon). For items we have to get from a supplier this number will be different, commonly 4-18 business days, because they have to travel to us before we can ship them to you. You can find this number on the availability portion of a products page, just below the description. When you have several items on an order that have different estimates our system will take the soonest day as the earliest it will ship and the latest day as the end of the estimate. So in this case you have an item that is 1-7 business days, and another item that is 4-18 business days, so the system tells you 1-18 business days.
The other number is the transit time the postal service estimates it will take for them to carry the package from us to you. You should see this number on the shipping tab during checkout and under the shipments section of your order/email confirmation. This is the 9-36 business days you are seeing.
This means that in your case there is a very long window for when the order may arrive. On the low end it could arrive in 13 business days (4 business days to leave our warehouse, and 9 business days in transit to you), and on the long end it could be 54 business days (18 business days to leave our warehouse, and 36 business days in transit to you).
I spoke to our webstore team about the item we are waiting on and they said that it may end up being longer than the estimate as the manufacturer is currently waiting for a resupply themselves. They did suggest an alternate if you are interested. The screen you ordered may or may not ship before this is released. If you'd like to switch it please let me know. Otherwise the order will just wait for the one you ordered to arrive.
Thank you Diego, you are more than kind, and yes, if it is possible, if it's faster, I would like to switch to the DM screen reincarnated. Even if it is just a possibility that it speeds up the process even a little bit, I would be more than happy.
Hello Zackolyte,
I have removed the DM Screen and added the the DM Screen Reincarnated to your order. You will be receiving an updated email confirmation reflecting that change. Please look it over and let me know if any further changes need to be made.
The DM Screen Reincarnated is a pre order item so the order won't ship until it releases. I see a September release date for it, but not a specific date. This may be sooner than we would have been able to get the regular DM Screen though.
Hey there!
Is there an option to cancel an order that has been payed via credit card? Just asking if it is possible or not...
Customer Service Representative
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Hello Zackolyte,
Thank you for your question! It depends on whether or not the order has been shipped. We don't actually finalize charges until an order is processed for shipping, so if your order has not shipped yet, we can cancel the order and you will not be charged. If there is anything that looks like a charge on your account for the order, it will only be a temporary authorization, which will reverse automatically on its own.
If an order has already been processed and shipped, then the only way to have it 'canceled' would be to return it to us, and we would be able to refund the purchase cost of the items once we receive the return.
It looks like you have one pending order (#4423471) on your account, so if you are looking to cancel that order, just let me know. Otherwise, please don't hesitate to ask if there are any further questions or concerns that I may assist you with.
Thanks!
-Katina
Thank you Katina, then I would like to cancel my order.
Hi Zackolyte,
Thanks for the notification. I have cancelled your order, #4423471.
If we can help with anything else, please let us know.
Thanks!
~Sharaya