Dear Customers,
We've made some mistakes in the last couple of months. Crucially, we've been undergoing an exciting warehouse evolution, and we underestimated the delays that this would cause to shipments.
As we did in yesterday's Private Warehouse email, we want to formally apologize to you, the customer. We appreciate that anyone who has placed a shipment in late June or July will likely have experienced dispatch delays, and we know we could have done more to communicate these delays to you all. We're sincerely sorry to disruption this may have caused to your hobby life. Currently some shipments are still experiencing delays of up to 14 days in the dispatch process.
Our previous shelf-based storage of the past has now been replaced with a new high-tech robotic system that makes us able to store more products than ever before. Although construction is now complete, we've had to adapt to the new system and spend lot of resources catching up on the backlog created during construction.
The good news is that the system will allow us to make our Private Warehouse and service even better for everyone, and we can't wait to announce what we have planned, but we have to wait a little longer before we can officially announce any changes to the system.
At the moment, we're clearing through the current backlog as fast as we can, and we believe delays should not continue for much longer.
We sincerely appreciate your support during this time, and we especially appreciate anyone who has continued to order request shipments during this period. We promise that we'll be back up to speed soon, and our Private Warehouse service will become even stronger as a result.
We will continue to provide updates on the likelihood of delays as the situation improves.
Thank you,
HLJ Team
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