Hi @doug
I am sorry to here you have had so much trouble getting your orders successfully delivered. I have now completed an investigation to see if I can identify the problem:
- Your first order SMS79170 cleared customs and is currently marked as ‘Successfully Delivered’ by Canada Post. Since you did not receive this order then I can only guess it was delivered to the wrong address?
- Your second order SMS85160 cleared customs and was marked as ‘Undeliverable’ by Canada Post (after an attempted delivery failed). Again, this may mean there is a problem with your address.
- Because of the problems with the second delivery, @kay reached out to you via email and included a copy of the post label so you could check your address. It would be great if you could confirm your address. Kay also provided you with a full store credit.
- You used your store credit to purchase a replacement order.
- The good news is that your replacement order has cleared customs and is currently marked as ‘In Transit’ and on its way to you
This is what our tracking system and customer service email records show me anyway. If the above is incorrect then please let me know and I will do my best to sort things out for you.
Generally speaking, getting our orders through customs and into Canada can be tricky. In your case though, all your orders succesfully entered the country. The problem appears to be with the last leg of the journey, getting Canada Post to put the parcel in your hands.
Let me know if your replacement order arrives.