Comment · Mon, July 6, 2020 · ND Owner
Tracking info hasn’t been updated since June 10th
Original post in this thread
dankbuckeyes · 7 points
Is this normal? I have emailed the support team and they just responded to wait because they already emailed dhl. The asked me to provide more time for my package to be delivered. On a separate order, I made the order around May 18th and received the package on June 2nd. This is really frustrating.
What they were answering
Direct reply to the original post — see the thread post above.
u/MisterYouAreSoDumb · ND Owner
Yes, unfortunately this is normal right now with COVID-19. DHL Ecommerce takes the packages from us, then hands them over to the local postal systems to clear the specific country's customs and deliver it the final leg. Well with COVID-19 happening, they have been mostly using USPS to do that. USPS has been doing less scans of packages to keep them moving through the system quicker. So the package is moving, or waiting to clear customs. However, since they have not been scanning you can't tell. Literally every carrier has removed their delivery time guarantees because of COVID-19, too. So even in the US, if you use USPS Express and it takes 7 days to get there, you can't get a refund. DHL, UPS, and FedEx have all removed their delivery time guarantees, too. The only one that still has them are our domestic FedEx 2 day, because we signed a contract with FedEx that mandated they have to maintain delivery times. So they are bound to that. However, all other shipping methods no longer have guarantees for when they are delivered.
Send me your order number so I can look up the details. Trust me, it's frustrating for me as well. We work so hard to have our shipping department operating at peak efficiency, and get packages out as fast as humanly possible. Then the mail carriers have delays and take forever, but that makes us look bad. If I could control the entire shipping process to your door, I would.