Three weeks of product not shipping

[Shorty89]

I've ordered physical products from the website before and while it hasn't been Amazon fast, Paizo has been reasonable in their processing and shipping times. This time around, I tried ordering three weeks ago. Two days of the website not working, then nineteen days of my order sitting around not shipping. Is this an oddity? If so, who do I talk to to fix this? Is this common now? If so, where do I go instead to purchase items? I like Paizo, but this is really bugging me.

[Dancing Wind]

Some things to check about your order:

Did you order anything that isn't yet available? That hasn't reached its 'street date'?

Did you order anything that's out of stock?

If neither of those are true (and I'm assuming from your user name that you are not a subscriber to any Paizo product line), then you need to send an email to Customer Service.

Use the address at the bottom of the page:

[e-mail]

[Steve Geddes]

I'd suggest you open a ticket at support.paizo.com.

Or email customer service at [e-mail]

(Emailing will auto generate a ticket, so no need to do both).

They're a little behind currently so it may take a little while to resolve. 19 days isn't normal though. I suspect something has gone awry (likely an out-of-stock or an on-order-from-the-distributor issue, as Dancing Wind suggested).

[David knott 242]

But before you send the e-mail, you should definitely take a look at the order in case it contains anything concerning that you might want to mention about it, such as "waiting for backordered products" in what should be a pure subscription shipment. If you find anything that is obviously holding your order up, definitely ask what can be done to fix it in your e-mail.

[Tonya Woldridge]

We apologize for the delays in getting your product out.

As others have said, if there is an issue with an order, please send an email to [e-mail]. Please include your order number to help us identify the order you need assistance with.

To answer the question of whether this is the new normal - no. In the past six weeks, we had Gen Con, then August subscription orders, then Kingmaker fulfillment, then September subscriptions (which are earlier than usual to start adjusting for the holiday shipping schedule). This meant the warehouse team got a large batch of orders each week to process.