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Fulfilment times
Fulfilment times for our most popular products, including direct-to-garment (DTG), embroidery, and all-over-print items, are within the 2–7 business day timeframe for most of our fulfilment locations (see below for more information about disruptions at our Canadian facility).
Mugs in the US are now fulfilled within the standard 2–5 business days. The estimate for canvas has also improved to 2–5 business days, and we'll soon return back to normal in all categories.
Some orders, as always, may still be delayed because of apparel industry stock issues.
Canada fulfilment
Due to a Covid-19 case in our Toronto facility and the Ontario province in Canada issuing a stay-at-home order due to a spike in Covid-19 cases, we're working at a limited capacity in Canada and expect significant fulfilment delays for DTG orders
Cruising Aviation as a business that provides online retail services and manufactures and distributes goods is allowed to stay open, so, for now, we'll continue fulfilling orders in Canada. We're closely following the updates and complying with all safety procedures. We'll let you know if anything changes.
Canadian order re-routing to the US
To help us catch up with order volume, we're routing most DTG orders to our Charlotte facility in the US. We believe that this will help our customers in Canada get their orders faster than they would if we were to fulfil the items in our Toronto facility.
Here's what you should know about the routed orders:
We’re covering the cost of any additional shipping fees and customs duties. We’ll be sending out orders with duties paid shipping options and we estimate they’ll arrive in 6–14 calendar days after fulfilment. Since shipping will now take longer, we're prioritizing the fulfilment of routed orders to get them sent out as quickly as possible.
In addition, we’ll refund GST and HST taxes you paid for orders that were routed. Refunds will go to whichever billing method used when placing the order. This may take up to 5 business days.
We're sorry about these disruptions. We're working hard to catch up while keeping our employees safe and maintaining all precautions. We're keeping a close eye on the situation and hope to return to normal operations as soon as possible.
We'll keep you in the loop about any change and will be posting news on this page.
Shipping
Since the 2020 holiday season, carriers around the world have been struggling with the number of shipments, resulting in delayed orders and tracking links not getting updated.
We're seeing improvements in shipping times, but many orders are still taking longer than usual to be delivered. Fortunately, all of last year's orders have now been delivered following the long order shipping queues during the holiday season.
Our Customer Support team is always there to answer your questions, but remember, we cannot make your package arrive any quicker. Re-shipping for orders with tracking links that haven’t been updated in a while isn’t a solution since the new shipments will cause more backlog in the distribution centres, and the original orders will arrive at their destination first.
The best thing to do for now is to hold tight and be understanding of the circumstances.
There have been multiple severe snowstorms across the United States, covering the West, Southeast, Midwest and Northeast. Impacted states include but are not limited to Washington, Colorado, Utah, New Mexico, Texas, Oklahoma, Arkansas, Tennessee, Kentucky, Kansas, Nebraska, Missouri, Illinois, Indiana, Michigan, Ohio, Pennsylvania, Connecticut, Delaware, Massachusetts, Maryland, New Hampshire, New Jersey, New York, Rhode Island, Vermont and Virginia - including our Texas facility in Coppell - so shipping times in those regions may be affected as well.
With air travel corridors to the many countries around the world, in particular, the UK, being limited due to Covid-19, shipments to these destinations are delayed from all our fulfilment centres. We don’t yet know how long the delays will be, but we’re assured by our carriers that packages continue to be delivered with charter flights. Note that the order delivery estimates to these locations on our website are likely to be inaccurate.
Please make sure to regularly check in with the latest fulfilment estimates published on our COVID-19 page. Note that our average fulfilment times apply to orders that come in after the date the averages are calculated, and don't apply to older orders.
Thanks for reading!
Remember to take care of your health. Check the guidelines and current updates from the World Health Organization and Center of Disease and Control Prevention for staying safe during the pandemic.