What do I do in the event of natural disasters and weather delays?
We are here to support you in the event that you’ve been affected by a natural disaster or extreme weather.
As a first step, we suggest that you place your inventory on a temporary hold so you don’t receive new orders that you might be unable to ship. Here is a help article that walks you through deactivating your inventory.
For any current outstanding orders, message the buyers and let them know of your situation, asking if they would like to wait for the order to be shipped or if they would prefer a refund. Here is a template that you can send to buyers whose orders have been impacted:
Thank you for your order! We wanted to reach out and let you know that our store has been impacted by natural events outside our control. Due to this, your order is running a little bit behind. At this time we are working to get all orders shipped out as soon as possible, but we understand if you would rather cancel your order and reorder from a different seller.
If you would like to move forward with your order we are continuing to ship out as we are able to. We certainly hope that your package arrives within the expected time frame (12-15 business days once shipped), but if it does not please let us know and we can work with you on a refund or a replacement if available. We appreciate your understanding and look forward to hearing back from you.
We have found that many customers are very understanding once they are notified of hardships sellers are experiencing. This proactive method will help prevent any negative feedback as you are working with them to resolve their order.
That said, if you do receive any negative feedback, please contact our customer service team with the order numbers and we will gladly block it for you.
Have more questions? Submit a request here.