We are certainly in interesting times.....
The Issues We Are All Facing Right Now
Since Covid 19 appeared, we're reading that online deliveries have increased 40%. This has created a serious problem for FedEx, UPS, and USPS. On top of that, the USPS has changed their business model and made sweeping cutbacks.
To add salt to the wound, the carriers have all suspended service guarantees, which means that they are freely admitting that delays are possible and they are not granting refunds for delayed packages.
We're running into this problem with our incoming AND outgoing orders. (The majority of the issues are with USPS Priority Mail and 1st Class Mail.)
Where Is My Order!?!
We understand you are frustrated. You may have a gig, or this may be a gift, or you may just not be able to set your gear up, and this is SO FRUSTRATING!
No one wants you to have your order more than we do.
We hope you never have to read this page.
We will make sure you receive your order, but I do ask that you please be patient. Yelling at us isn't going to make your package arrive more quickly. We're humans too, and we don't you to be experiencing this either.
How We're Responding To This
At DCP, we've strengthened our shipping team to get your orders out swiftly. In 99% of the cases, orders coming in by 2pm EST are shipping that day. You place the order, we get it out. For the most part, we’re only seeing orders get delayed by a day or two, but according to our postman, in some instances First Class Mail is being delayed by up to 1-2 weeks. Items are not being lost, they are just showing up late. And they aren't issuing any refunds. If your order is late, please open a support ticket (if you haven't already) and we'll work to get the matter resolved.
We know you are upset and that you want someone to pay for your inconvenience. We are upset too. No one is paying for our inconvenience. Just because USPS won’t step up doesn’t mean we won’t.
We have a couple of options to try to make this right:
1. If you need to get this item locally, we can arrange a return of the item. We’ll send you a prepaid shipping label (at our expense) and issue a refund as soon as we receive the item back, or deemed lost by the carrier. Please be aware that the original shipping charges are not refundable.
2. If you don't have a local option, you can re-purchase the item and we can send it to you, and once both orders arrive, we’ll send you a prepaid shipping label (at our expense) and issue a refund as soon as we receive the item back. Please be aware that the original shipping charges are not refundable.We'll also provide you with a discount towards your future purchases for the remainder of the year (some exclusions apply).
Please note, we're not sending advance replacements out at no charge. This is a common request, and it's not an abnormal one, however, there are no exceptions. We know you're trustworthy, unfortunately too many people are just not.
We hope that these issues will be resolved in a timely fashion, but we suspect it's going to be a while. Please consider that if you need something in a timely fashion. All retailers are experiencing this, even Amazon. Give your self enough time when placing orders, or upgrade to expedited delivery.