Like many others on the East Coast, we are still having difficult hours and days ahead as an aftermath of Hurricane Sandy.
Unfortunately, packages going to the affected areas, New York, New Jersey, Massachusetts, Pennsylvania, Virginia, Maryland, Washington, D.C., Delaware, Connecticut, Rhode Island and North Carolina, will be delayed and FedEx/UPS/USPS guarantees are not valid during increment weather and extreme situations.
Although we are far more fortunate than many others in NY or NJ, our Cambridge MA location has been out of power for days and order processing was interrupted for almost a week. We were forced to move inventory to a temporary location to ship orders that have been delayed. Our staffs have been doing a lot of over time this week. In a situation like this customers are always our priority No 1. We are working very hard to catch up. Power has been restored as of today and we are working this weekend to make up. Half of the delayed shipments are expected to be shipped out by early next week and the rest to be completed by the end of next week. As a result, processing of delayed order shipments gets a higher priority than return and credit. For those customers who need to request a return or have returned items and awaiting a credit, please pardon us for a longer processing time. We expect to complete all return and credit within 2 weeks. We understand this is a very long wait for you, and we appreciate your patience and understanding. If you experience a shipping error, please rest assured that it will be corrected as soon as possible once you report it to us. We are all very exhausted but we won't give up until we restore your confidence. Some of our customer services staffs will be working over time this weekend to answer emergency emails.
Our thoughts are with all of our customers, partners and friends impacted by the storms.