Thank you again everyone for your comments. We have been a bit caught up dealing with support tickets and virtually all of them are caused by shipping carriers (USPS namely).
FastTech makes sure in-stock products are shipped in 2 business days (Monday to Friday). In the past 2 months there has been about 10 to 12 packages that took longer than this due to a few different reasons. We have fixed each and all of those issues after they were discovered.
Virtually all of the increased tickets relate to in-transit times. May we ask everyone to change the phrase “fast delivery” to “timely shipping” (trying to be humble). We think fast delivery makes many think that we can somehow guarantee delivery time. We’d love to, but USPS doesn’t allow us to do that :(.
Here are some common “complaints” about shipping (warning: it’s a long read):
1. When the regular airmail is selected, be prepared for a 30 business day delivery time frame (40 calendar days or so). Short of making it blinking red, we have made this as clear as possible on the check out page. Many (mostly non-BLF customers) don’t seem to notice it and complain after a week or two later. We believe this is source of most, if not all “slowtech” complaints. Quick fix would be to discontinue the regular airmail shipping option. We are torn because many customers are happily using this shipping service.
2. When packages are reported lost or returned, we arrange replacements immediately. A dozen customers reported non-delivery despite the fact that USPS shows delivery. In these cases we have to ask customers to sign and e-mail us an USPS claim form and we’ll then send that to HK Post and USPS. It takes the two post offices anywhere between 15 to 60 days to respond to us. This is unfortunate but these are beyond us and we really have no reason to slow things down. We offer the option for customers to place a second order, and refund them in full when the “lost order” is confirmed lost so that they can get what they wanted without the insane wait.
We know that no one likes any of this but unfortunately unless we blindly send replacements, there doesn’t seems to be a better viable option. Any thoughts on this anyone?
2. USPS first-class is pretty fast — I’m sure many fellows here would agree. Excluding Christmas, data shows that about 95% of all USPS shipments were delivered within 9 business days while the remaining 5% did take longer. The longest one (with a correct ship-to address) so far took 25 calendar days to deliver. If your address is 100% correct and your order is taking longer than 14 days, we strongly recommend you to call USPS at 1-800-ASK-USPS (800-275-8777).
A limited few BLF or CPF customers complained after 10 to 11 days their packages were sent (USPS) and demanded refund. Unfortunately we do not have the ability to cancel packages that are in transit. We do have a money back guarantee so if the order took too long to deliver, feel free to request a RMA and return it to us for a refund.
To clarify, for mission critical time-guaranteed shipping, we can custom arrange UPS and FedEx. E-mail us or open a ticket for that. Shipping charges are hefty in general though and that’s they aren’t available in checkout. The Speedpost Global Express we offer right now is time guaranteed to some destinations including USA, UK, and Canada.
Thank you everyone for reading this insanely long post!
Jasmine
We’re pretty sure your order is shipped but PM us your order number and we’ll find out what’s going on.