Good afternoon,
I have two concerns that I'd like addressed:
1) So my order (5356136) is marked complete and has been for some time now, but I never received my order. Apparently it shipped on the 31st and should only have taken 6 to 11 business days to arrive. We're on day 15. Now, that's not too overdue as of yet and wouldn't normally be a huge concern for me except that the dang package isn't traceable which gives me some cause for concern and brings me to my other point.
2) Is this a new thing for Paizo, permanently, going forward? This is the first time I've ever had a package from you guys that I couldn't track and its the first time I've ever seen "Mail Innovations International" as the shipping company. It's certainly not a case of the old shipper (UPS) not delivering to my neck of the woods since I live on the east coast of North America, which is reasonably populated last time I checked. So, is this change in shippers permanent? 'Cause I feel like if it is and Paizo's gone with a shipping company that doesn't allow for package tracking then I'm just going to keep having this problem in the future since I live in an apartment building. I really would like to keep giving my money to Paizo directly - I buy a couple big bulk purchases from you guys each year, despite it costing me almost 85% more than what it would cost if I either bought local or Canadian online. I'm willing to take the bigger hit on shipping and customs duty just so I can be sure that Paizo gets my money directly. I really love you guys and want to keep giving you my direct business but I'm worried that the non-tracking shipper situation just won't be reliable in the long-term.
Thank you in advance and your time taken to read this message is appreciated!
Cheers,
The Block Knight
Customer Service Representative
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Hello The Block Knight,
Thanks for bringing this to our attention! I've taken a look at your order, and I think I may need to consult our tech team tomorrow about your order to figure out exactly what is going on. It looks like there should have been several shipping methods available for this order, but it's a bit hard to tell because there have also been some rate changes recently, which affects the method that our system chooses.
I will be sure to follow up with you tomorrow once I have some more information to provide. In the meantime, please don't hesitate to ask if there are any further questions or concerns that we may assist you with.
Thanks!
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Customer Service Representative
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Hi Block Knight,
After checking in with our tech team, it does seem like this shipment went out via the cheapest method at the time. In this case, that cheapest method was Mail Innovations International, which unfortunately does not provide tracking information. It seems that shipping rates are fluctuating a lot recently, which is making it a bit difficult for us to tell which shipment method will be the best for any given order.
What I do know is that currently, our only international shipping option that includes tracking is UPS International. It's possible that your orders were using that by default because it was previously the cheapest, but that doesn't seem to be the case anymore. However, if you choose UPS International for future orders, you should receive tracking information.
For this specific order, it does seem to be running behind delivery schedule. Sometimes with Mail Innovations, we see a bit of a pause when a shipment is handed off between the courier and your local postal system, but the shipment generally still arrives a few days later. I'll go ahead and get a replacement order set up to be sent out to you as soon as possible. If the original shipment does show up, please let us know and we can cancel the replacement. Otherwise, you'll receive a confirmation email once the replacement has been processed for shipment.
I apologize for any inconvenience or confusion that may have been caused by any of this! Please don't hesitate to ask if there are any further questions I may assist you with, and I'll be happy to do so.
Thanks!
Thank you so much for the assistance. I'll be sure to keep a look out for the original shipment in case it still arrives. Otherwise, I'll look forward to the secondary package.
Sorry for the inconvenience to you guys as well. I know it sucks taking a loss on missing merchandise. I'll be sure to select UPS for future orders (wasn't aware there were even any selection options other than what just came up).
If by some crazy chance the first package ends up showing up after the replacement package arrives, I'll be in contact again to arrange the return of one of the shipments in full.
Cheers!
Sooo, just a heads up; in a somewhat amusing turn of events, the first package did finally end up arriving. . . on the exact same day as the second package. I've sent one of them back to y'all. Sorry for all the extra the trouble and please let me know when you get your other package back. Also, if there's any additional reimbursement you need me to cover for all the shipping nonsense, just say so.
Hello The Block Knight,
Thank you for letting us know! We will keep an eye out for this package coming back. No further worries about the order or replacement. I'm glad you got your products!