Here's an update about our shipping: Due to unprecedented order volume, due to COVID-19 related supply shortages and temporary equipment failure, we are currently experiencing fulfillment delays.
We sincerely apologize for the delay and appreciate your patience. We know that you’ve waited an unusually long time for your order to arrive. This is an oddly long turnaround time for us and we wanted to be fully transparent about what’s happening.
Here are some FAQs about your order:
Q: Why is it taking so long?
A: We're receiving an unprecedented amount of support and production volume has increased over 500%. Most of our apparel, bags and mugs are made to order, meaning they are printed after they are purchased. Both COVID related shortages and equipment failure (with limited access to repair support due to COVID restrictions) we had several bottlenecks in our fulfillment which is causing delays. Also, certain sizes in specific brands and colors are sold out unavailable.
Q: Why did some shirts ship faster than others?
A: We batch print some of our inventory and send the orders to a fulfillment center to ship and/or print, to help us with high volume. It typically helps us get orders out very quickly. But due to volume, they they were also delayed. Our printed stock went out first and some orders arrived very quickly. However a majority of orders had to be printed and have taken much longer to be shipped.
Q: Why did you stop offering some of your products?
What makes our shop special is the specific collection of apparel we print on. COVID related shortages have made it nearly impossible to get our hands on our full range of products. Some products and supplies we've ordered nearly a month ago, we are still waiting for. As a result, and with the interest of keeping our fulfillment times short, we've limited the site to only include our most popular items and colors.
Q: Why did some shirts ship faster than others?
A: We batch print some of our inventory and send the orders to a fulfillment center to ship and/or print, to help us with high volume. It typically helps us get orders out very quickly. But due to volume, they they were also delayed. Our printed stock went out first and some orders arrived very quickly. However a majority of orders had to be printed and have taken much longer to be shipped.
Q: How have you been keeping customers in the loop?
We started sending status update emails and Etsy messages on June 12th. We continued sending update emails every weekly days since our initial email. We've also switched to a new mail provider recently and have seen a much higher open rate!
Q: What are you doing to get orders out quickly?
A: In addition to replacing 2 workstations, we grew from a team of 2 to a part-time team of 6 to help get things out even faster. We are also working 7 days a week.
Q: When can I expect my package?
A: Most orders are being shipped 1-3 weeks after the order was received. Once your order ships you’ll receive an email with the tracking details. Please give it up to 48 hours to update.
If you have any questions about your order, please send our customer support team at hello@mochadesignstudio.com
We appreciate your business and patience. Stay safe!
The Mocha Design Studio Team
Celebrating melanin, black women and black culture through apparel.
