Hi Again! I think there was a miscommunication on the phone as I was referring to orders being lost with USPS. After many days of being "lost" in the USPS system we will re-ship and these tend to show up after the replacement orders. You order was never officially accepted by USPS so I said I didn't think it was going to show up. Much like the others in the batch that were never picked up by USPS or accepted. Instead I reshipped all affected orders as it was clear they were not going to get to customers. You ordered on a Sunday which meant we didn't batch for shipping until Thursday and had it ready for USPS on Friday. With notifications stating it can take 24-48hrs before USPS updates tracking sent on Thursday.
Emails and calls are only answered on Monday - Friday and as I had stated I was quite behind. As well as Monday knowing I needed to find a solution. I understand that many larger companies can utilize 2-3 day shipping but we are not a large company. Even then there are plenty of companies that take days to process orders. Your label had no update in status because it was lost before USPS even accepted it. So I agree it isn't normal for us or anyone else.
Most orders do take about a week between processing and shipping to make it to USPS. Lately Authorize.net has flagged more and more transactions as fraudulent causing us to utilize the 2-3 day processing window. Others ship same day, such as accessories especially when ordered Mon, Tues, Thursday, and Friday. We send out emails with order confirmation, tracking information, and a final one when it is delivered. Ensuring no one is left in the dark.
We make hand made vaporizers and over the years we have had to try to express that our products do take longer to get to the customer. We have included it in the terms and conditions required to accept when ordering as well. I will double check on our website to ensure this is still the case.
As I expressed via email, I am truly sorry you had a bad experience.
FOR EVERYONE READING - you emailed yesterday asking for an update. I replied in less than 24 hours. To say we are not communicating is not only untrue but a bit unfair.
There was no delay in fulfilling your refund request within 3 hours this morning. Because there is only one person - me - currently doing the bulk of shipping and communicating with customers I have to prioritize which emails, phone calls and messages get responded to first. We should have another person joining our team again soon but until then I assure you I am doing my best.
Please know your warranty is valid if it is a heater issue but otherwise the E-Nano from 2016 would require a nominal repair fee which includes the shipping fees. We let you know back in Oct. and received your response on March 8th.
While I am always sad to hear that someone no longer favors the E-Nano I hope you find a product that suits you and can ship it out at Amazon speeds.