Updated April 17, 2020
We’re still here to help! We are fulfilling orders on time and are available via phone, email, or chat. And we continue to be excited about helping you find the best protection and relief for your light sensitivity.
We’ve been able to work around most of the impacts of COVID-19, so our service is almost the same. Here are a couple things to be aware of:
Possible custom order delays: Our lab is working with a skeleton crew to maintain social distancing. Some custom orders, like prescription lenses and readers, may take longer than three weeks to be completed.
US shipping: The US Postal Service has extended domestic shipping times by one day due to coronavirus-related transportation delays. Two- or three-day Priority Mail will now take three or four days for delivery, not including Sundays. First Class mail, which normally takes three to seven business days, will now take between four and eight business days.
International shipping: Some international carriers have added additional shipping time to their usual delivery windows, including DHL. We’re still shipping on our normal schedule—orders that we receive before 2 p.m. Pacific time ship out the same day. Using the tracking number that we email when your package ships, you can track the full journey of your package here: http://parcelsapp.com/en.
The U.S. Postal Service has temporarily stopped shipping to certain countries and is not honoring International Priority Mail guarantees. If your country shows DHL as the only shipping option during checkout, we are currently unable to ship there via USPS.
Our team is also taking extra precautions based on guidelines from the Centers for Disease Control. For example:
- Most of us are working remotely, with only the minimum number of people in the office to process orders. You can still reach our customer care team by emailing firstname.lastname@example.org or calling +1 (602) 456-6896. (If you reach our voicemail, please leave a message and we will return your call promptly. Working from home has changed our phone system a bit, but we’re still eager to speak with you!)
- Among those in the office, each works in their own space to maintain social distancing and is following stringent sanitation practices for hand washing and any shared spaces.
- Our fulfillment team is following maximum safety precautions in packaging and shipping orders.
We take the health and safety of our customers very seriously, especially knowing that many may be at heightened risk to the effects of the coronavirus. We’re all in this together and hope you all stay safe out there.