Happy new year!
Hope you all had a great start of the year. In today’s update I would like to share some insights on our current shipping process and changes we are making to ensure our shipping meets expectations.
As you may know, last year we tried a different method of shipping from Hong Kong and regional warehouses. Unfortunately, due to all kinds of supply chain disruptions it has not been the smooth experience we intended. This year we are going to change that. First of all, we would like to share some exciting news (me and the rest of the team have been waiting for this moment for quite some time). We finally just hired a much-needed global logistics manager with the relevant experience and a great attitude! He will soon be make an intro post to the community and talk about shipping in depth. Having an experienced logistics manager and a dedicated logistics team means we will finally be able to start building up speed, quality, and efficiency for all our deliveries and after service.
One of the fundamental issues we encountered last year was cooperation with our chosen shipping partners. We had a lot of problematic issues including lost, missing, and delayed packages, and let us not forget the misinformation we received. We exhaustively tried to improve the flow numerous times and as you know I was the one keeping you posted and getting all the heat (understandably). Unfortunately, we were unable to change the ways our current logistic partner operates. Because of this we have decided to change our shipping partners to more established players with outstanding reputations. New year, new start, and a better experience for everyone.
We are in talks with a few third-party logistic companies and distribution partners, and we will be choosing the partner that will provide the best level of service. Currently, DB Schenker seems to be the most interesting candidate to whom we have spoken about our worldwide distribution needs, including fulfilling orders from our online shop.
We also talking with some of the smaller companies like Red Stag Fulfilment and OGOship in the EU. If you have had experience with any of these services please let us know! We expect to pick our new shipping partner by next week and ship all stock either that same week or the following one, resuming shipping for all past, present, and future orders. We apologise that this is causing a small delay, but it will be highly worth it as it will reduce shipping quality issues, increase speed, and provide a better overall experience.
This year our plan is to move away from our current express shipping model which is directly from Hong Kong. This route is far too lengthy and susceptible to all kinds of delays. Our plan is to offer standard and express shipping from local warehouses with a new logistics partner from stock we build up at those warehouses. This ensures that shipping costs are kept as low as possible, and delivery time is as short as can be. That being said, if you have an open express order with us, please expect that your order will ship via air freight directly from Hong Kong thus avoiding any further delays.
As the supply shortage have eased, we are able to order significantly more monitors and actually start building up stock for quick shipping with accurate delivery estimates. After the January and February allocations are fulfilled, we will be able to shorten the lead-time drastically and provide a comparable experience to other players in the market. We are hoping that our upcoming models (especially those due to be delivered this year), will follow this new logistical flow.
For those who have experienced delivery issues (e.g, courier lost/did not deliver your parcel), our team is working with the couriers to locate your parcels; in the unfortunate event that they are unable to, we will ship you a new order. We are waiting for the investigations into these cases to conclude: While some orders have been found and shipped, others we have yet to learn their fate. If you are one of those affected and would like an updated status, please don’t hesitate to reach out to our support team for answers.
Based on all the details we expect to have our new logistics dream team setup and fulfill existing orders for ES07D03 as soon as we move to our new shipping partner. We estimate that to be by the end of January.
Looking forward, we have many exciting things planned for 2022! As always if you have any questions for us, please let us know!