We're heading into a new month of the Covid-19 pandemic and we're still seeing 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 increased 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 thanks for sticking with us. This isn't easy, but we're confident in both our and your ability to adapt. We believe that we'll all come out of this stronger, and we want to share some positive Myleyna updates with you.
We've been keeping our teams safe and scaling up to meet demand. 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're still working hard to safely increase our capacity. We're also hiring and training more teammates in departments where they're needed most: customer support and production.
We're continuing to work on partnerships with our partnered artisans and reputable suppliers. We're currently working also with our partnered warehouse owners inside and outside United States and we're exploring more options to give us better control of where we route 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 do that. We've been making good progress, but we're not in the clear yet. We want to share another update about what we've been doing and what you need to know.
We're still experiencing longer than usual fulfillment times for orders outside and inside US. We're working hard to improve our capacity. Our goal is to continue increasing our weekly output at a fast pace.
You can continue to expect shipping delays worldwide. It's hard to give specific estimates because not all carriers update detailed data, and not all orders have tracking. As of now, we've observed that US domestic orders may take up to an additional 5 days on top of the estimated delivery time. Orders from the US to Canada can take an additional 7 days.
Shipping times within Europe are also longer, but airlines are starting to ease restrictions so that means delivery times may start to gradually improve.
Orders shipping from Europe to North America and Australia/New Zealand are taking much longer to ship; on average, we're seeing an additional 25 business days.
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 approx 1 day. We're actively hiring more customer service teammates so we can get back to supporting you faster.
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 the health and safety of our team, their families and our customers. We would like you to know the steps that Myleyna in the US and our partnered warehouse owners have taken and how they may impact you.
First, while we have had no employees diagnosed with COVID-19, we are having all employees follow the recommended hand washing protocols when handling our products and we are encouraging all employees who have any symptoms consistent with COVID-19 to stay home from work until they are feeling better.
Second, we have also expanded our sick leave policy to provide extended sick leave to anyone diagnosed with COVID-19, so no employees will be tempted to work if they are sick. For our customers, this may mean some delays in responding to inquiries and shipping, but we hope you can understand.
Third, in the US we are preparing to have as many employees as possible work from home should the need arise. Again, this may cause our customers some inconvenience for which we apologize.
Fourth, according to the World Health Organization, it is “not certain how long the virus that causes COVID-19 survives on surfaces, but it seems to behave like other coronaviruses. Studies suggest that coronaviruses (including preliminary information on the COVID-19 virus) may persist on surfaces for a few hours or up to several days. If you think a surface may be infected, clean it with simple disinfectant to kill the virus and protect yourself and others. Clean your hands with an alcohol-based hand rub or wash them with soap and water. Avoid touching your eyes, mouth, or nose.”
Thank you for reading, and thank you for your patience. We're doing everything we can to continue supporting your needs and adapting to the challenges ahead. Keep checking in on our FAQ for the latest updates.
Always keep positive and stay safe! And, don't forget to smile, laugh and enjoy your family bonding activities at your enchanting home.