I checked my order that is planning to be shipped in March and it shows that it is scheduled to ship in two packages with a total shipping charge of 46 dollars. Is that correct? I would think all those items would fit in one box, as I have had that many items arrive in one package before.
Customer Service Representative
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Hi!
Were you emailed an order number? I ask because the subscription order creation is still running, so I'm not seeing the most recent order for you yet.
Order number may or may not help at this point, but if I can't look into it right away, I will as soon as that process finishes!
Order 36370354
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Customer Service Representative
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Order 36370354
Thank you!
I had a look at your order and that's definitely not the cheapest shipping option. It looks like you have UPS Ground selected as your default shipping method, so it automatically selected that one. The cheapest option will be Standard Postal Delivery ($8.91, so BIG difference!) and will ship everything out in one package.
I've gone ahead and changed it to that option, and I can also update your preferred shipping method for subscriptions to choose the cheapest, if you'd like!
No i like ups so that is the right option but ive gotten 10lb boxes from you before so I want to know why 6lbs has to ship in 2 boxes so there are two shipping charges.
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Customer Service Representative
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So! While looking into this, I was informed that there are some issues going on at the moment in regard to UPS/shipping that the tech team is aware of. We should have an update on Monday and in the meantime, we're holding off on shipping subscriptions.
Apologies for the inconvenience! I'll check back in on your order on Monday and hopefully get it straightened out correctly!
Is there any update on this? I noticed that my order says suspended, but others are saying their orders have shipped. I also noticed tye shipping is still set to the USPS option.
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Customer Service Representative
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Is there any update on this? I noticed that my order says suspended, but others are saying their orders have shipped. I also noticed tye shipping is still set to the USPS option.
We were able to determine that the shipping issues that are affecting you aren't affecting, say, every single subscription generated order, which is good news in general (and why we started shipping subscriptions out yesterday), but there's a handful of orders (yours included) that need to be fixed on an individual basis, which is where we're at now.
I changed your shipping method back to UPS Ground so that the tech and warehouse team know that's the shipping method we need it to go out with (just... not in two packages and for that price) if I'm not immediately available.
I know that "we're working on it" is a hollow sort of update, but I really don't want anyone thinking that we've forgotten about their order because that's definitely not the case!