Covid-19 updates for customers

We are continuing to fulfill as much as we can at our facilities. Our EU and MX branches are operating as normal while following each country’s public health guidelines. Our branches in NC and LA are also operational and we’re working on safely increasing our output.

Fulfillment

Yes. Our facilities in Europe and Mexico are running as normal, while adhering to each country’s public health guidelines and social distancing measures in place.

With the shelter in place order lifted in North Carolina, we’re slowly increasing capacity at our Charlotte facilities while continuing to follow health & safety guidelines.

Our priority is still the health and safety of our employees. We’re distributing PPE, staggering shifts, maintaining a 6-foot distance between each station, and setting up partitions at tables in our break rooms. In Charlotte, we set up an on-site wellness clinic with consultations available 24/7 over the phone.

We’re also cautiously moving forward with our new facility in Barcelona. Our team there is already fulfilling orders. We’re starting out with posters and some DTG shirts, and we plan to add mugs, phone cases, and embroidery. We’re starting out slow, but once we scale up we’ll be able to balance European orders between two locations.

Our facility in LA is back to fulfilling more all-over print products besides Neck Gaiters. We’re starting with All-Over Print Tote Bags, All-Over Print Beach Bags, All-Over Print Drawstring Bags, All-Over Print Fanny Packs, and will gradually add more.

We will continue to follow guidelines from the CDC, WHO, US Department of State, local governments, and health agencies and adapt our facility operations accordingly.

We’re routing orders to where they’ll be fulfilled most efficiently, whether that’s to one of our in-house branches or a backup facility. You can expect delays in fulfillment for some products.

Our top product categories, DTG, embroidery, and all-over products, are taking longer than usual to fulfill, especially in the US. For these products, you can expect fulfillment to take up to 25 business days. We’re working on improving speed, mostly by investing in new printing equipment and hiring more fulfillment specialists.

We are making progress with our non-apparel categories, especially in Europe. Some products, like jewelry and phone cases, are being fulfilled within 3 business days in all locations.

Note that for mixed orders with separate fulfillment estimates, follow the product with a longer estimate. For example, if you have an order with leggings (fulfillment in 20-25 days) and phone cases (fulfillment in 2-4 business days), you can expect to receive the order after the leggings have been fulfilled.

We have implemented company-wide work from home policies. Everybody who can has been working from home for the past few weeks.

Here’s what we’re doing to keep fulfillment teams safe:

  • We’re staggering shifts and maintaining a 6-foot distance between each station
  • We set up partitions at tables in our break rooms
  • Distributing PPE such as safety masks and gloves to all employees
  • In Charlotte, we set up an on-site wellness clinic with health consultations available 24/7 over the phone

We are committed to keeping our teams safe and we’ll continue to follow guidelines from the CDC, WHO, US Department of State, and local governments and health agencies.

We try to fulfill products in the order that they come in, and usually, we’re able to do that. But now we’re experiencing unexpected Cyber Week volumes. We usually plan for peak season months in advance and spend time hiring new staff and installing more equipment, but we couldn’t do that now. With social distancing measures in place, it’s extremely hard to scale up production and hire people as quickly as we need to. To manage our order queue, we route orders to whichever facility has more capacity. Fulfillment order depends on the product and where it’s routed to, so newer orders might get fulfilled faster if they’re routed to another facility.

As an example, let’s say you have two t-shirt orders. The older order might include a t-shirt that’s only be able to be fulfilled at our NC facility, so it’s waiting in line. The newer order is a shirt that we can fulfill at a backup facility, so we might route that order and it gets fulfilled faster.

Keep in mind that when you change an order, that also pushes it to the back of the queue.

Our order routing system wasn’t built for this situation. We won’t be able to solve everything immediately, but we are looking at solutions to improve.