Our COVID-19 Prevention Policy
We're heading into a new month of the Covid-19 pandemic, and we still see long fulfillment and shipping times industry-wide. Our support team is working hard to keep up with increased customer questions. Our average email response time has grown to about one day, but we're currently still on chat 24/7.
Thank you for your patience while we're dealing with these challenges, and thank you for sticking with us. The current situation isn't easy, but we're confident in both our team and your ability to adapt. We believe that we'll all come out of this more robust, and we want to share some positive Myleyna updates with you.
We've been keeping our teams safe and scaled up to meet demands. We're continuing to see order volume, so adapting to that spike in growth while following social distancing and health guidelines has been challenging.
We continue to work on partnerships with our fulfillment centers and reputable suppliers and explore more options to better control where we route your orders.
Even with these positive changes, it'll take time for us to catch up on order and support volume, and we're working hard to overcome this. We've been making good progress, but we're still not in there yet. We want to share another update about what we've been doing and what you need to know here.
Order Processing Time
We're still experiencing longer than usual fulfillment times for orders locally and internationally. We're working hard to improve our capacity. Our goal is to increase our weekly output at a fast pace continually. Our current processing time on domestic and international orders may take up to 2-5 business days, excluding Saturdays, Sundays, and holidays.
You can continue to expect shipping delays worldwide. It's hard to give specific estimates because not all carriers update detailed data. As of now, these are our estimated standard shipping time by location:
- Australia/Oceania: 6-18 business days
- USA: 8-15 business days
- Canada: 10-20 business days
- UK/Europe: 6-15 business days
- Latin America: 8-20 business days
- Other Countries: 14-30 business days
Maximum delivery time: 45 business days.
*This doesn't include our 2-5 business days processing time.
*All shipping times exclude clearance/customs delays.
Airlines are starting to ease restrictions, so that means delivery times may begin to improve gradually.
Our support team is doing their best to answer each customer query thoughtfully, although it's taking longer than usual. We're usually available on live chat Monday–Sunday, 24/7. We are working around the clock to answer emails; our average reply time is approximately one day.
Our prevention response to protect our team, their families & you
We are doing what we can do in response to the coronavirus. Our top priority is to protect our team's health and safety and you, our customers. We would like you to know the steps that Myleyna and our partnered fulfillment centers have taken and how they may affect or benefit you.
First, while there's no one on our team diagnosed with COVID-19, we still require them all to follow the recommended hand washing protocols when handling our products. We encourage our team who experience any symptoms of COVID-19 to stay home from work until they feel better.
Second, we have also expanded our sick leave policy to provide extended ill-leave to anyone diagnosed with COVID-19, so no one will be tempted to work if they are sick. This may mean some delays in responding to inquiries and fulfilling your orders,. We hope you'll understand and be patient with us.
Thank you for reading, and thank you for your patience and understanding. We're doing everything we can to continue delivering your needs while adapting to the challenges ahead. Please keep checking in here for our latest updates.
Always keep optimistic and stay safe, Enchanters!