This is a message regarding Nexus 5X orders with an Order ID ranging from #637900 -> #740500.
First things first, allow us to apologize for the inexplicable lack of delivery and unprofessional lack of communication. The simple fact is that you gave us your money with the expectation of a product which we have failed to deliver.
Our sole delivery method, Canada Post, has become increasingly unreliable as our volume increases. The truth is that we don't have any special relationships or backdoor entrances to get mail delivered within the Canada Post ecosystem. We literally hit up our local post office just like a regular citizen would; only difference being that we're carrying dozens and dozens of garbage bags filled to the brim with envelopes.
At this point, we don’t have any explanation which will provide a definitive answer as to why your order hasn’t arrived yet. What we can do is offer you what we hope to be an amicable resolution.
The vast majority of orders which haven’t arrived yet are destined for locations in the United States. Because USPS has a priority tracking service which can be labeled and sent in bulk, we’ve gone ahead and re-shipped all US orders using this method at our own expense. They should be arriving either today or tomorrow. Note that this isn’t something we can offer as a regular service due to the fact that we’re located in Canada.
Applicable orders can check their email in the next two hours for a tracking number.
For all non-US orders, unfortunately we’ve had to resort to re-shipping your order once more via a standard shipping method. Canada Post’s tracked system is simply not robust enough to allow for us to batch send a volume of orders that large in the immediate timeframe that this situation requires. In order to give a higher probability for quick processing of these affected orders, we shipped them from multiple Canada Post locations at different times throughout the day in small batches. We’ve already seen orders within Canada arriving as early as today, so we’re hoping that this will ensure relatively quick and successful deliveries.
In the interest of offering universal resolution, the following actions have been taken:
We’ve issued a full refund for all affected customers.
We’re offering store credit in the full amount of your order, plus $10.
To take advantage of this store credit offer, check your email with further instructions.
Again, we sincerely apologize for what has transpired. We have clearly outgrown the shipping capabilities that Canada Post provides and have begun the search for shipping solution that fits our growth; one that we know will provide you with a much more positive experience in the