We're Changing our Shipping Prices - Here's Why
Snap Supply customers have a voice. We read all of your feedback. And right now, you're frustrated.
The pandemic, and the resulting lockdown, have challenged all of us. In response to customers reporting erratic USPS shipping times, we've decided to make some changes. To ensure that orders arrive on time, we will now be shipping with UPS and FedEx. These services are currently more reliable than USPS.
As a result, there will be a temporary increase in shipping costs. The changes are:
- For orders that are $18 and under, we are adding $5 for shipping
- For orders over $19, we are adding $8 for shipping
- For orders over $24.99, the express shipping option has been reduced to $6.99
These added costs reflect both the increased reliability of these services and the shipping insurance that will be added to protect your order.
We've also received feedback that USPS is not accurately updating their tracking information. Going forward, customers will see an improvement in shipment tracking.
Shipping with UPS and FedEx will add an extra day to the estimated delivery time. But items will arrive on time. USPS has caused major delays, sometimes as long as one week. This is unacceptable and, moving forward, this will no longer happen.
The added costs are strictly for shipping. While the increase in price is small, we understand that this is an inconvenience. This was a difficult decision to make.
Ultimately, we decided that reliable shipping is an absolute necessity during this crisis. Under no circumstance would we implement a price increase unless we deemed it so.
If you have any questions about our shipping policy, please contact us at firstname.lastname@example.org, or call us at 1-802-727-4126.
Update: As a result of our changes in shipping policy, we can now ship to all major cities in 1-4 days.
We Want to Be a Part of the Customer Experience
We run a small business, and typically, we're not in the business of philosophy. But recent events, and our continued growth as a business, have prompted many conversations and questions among us. For a lot of us, times of change are also good times to reflect.
So, who are we?
We're Snap Supply.
Early on, we made it a priority to keep the company lean and focused by emphasizing order fulfillment and customer service. Each of our employees fills one of these two roles, while also specializing in another essential business function.
In this way, we keep things tight and efficient. During working hours, typically there is only 45 minutes between the time we receive your order and the time we produce your tracking number.
We invest only in product and customer experience. Our staff has been in this business for a long time, and we have high standards for the quality of product we offer.
Appliance parts – compatibility, removal, installation, etc – are often confusing, so we make every possible effort to be available to provide support and information when our customers need it. And in the event that a part doesn't work as expected, we're happy to offer advice, or a replacement.
In the age of anonymous business on the internet, many people, even the heavy hitters like Amazon, intend only on dumping their product as fast as possible. If there is a problem with your purchase, their outsourced customer service team can sometimes do more harm than good. And customers are left feeling burned and alienated.
We are privileged to have a team of highly knowledgeable and caring people. We each bring something unique to the table, but we're all interested in being a part of the customer experience because we’re DIY people ourselves.
We love hearing from customers when their home repair is a success. And if there's a bump in the road, we get it. And we're always here to help.