So your order has not arrived and you have been waiting for two weeks, or possibly more. Its time to take action!
Your first step is to check your email. When big problems occur we will proactively send out emails to all those affected. Nothing in your inbox? Check your spam (if there is an email then remember to mark it as not-spam)
No email from us? Your next step is to check your tracking link. Your tracking number is included at the bottom of the confirmation email we sent you. The tracking site I use is called Universal Parcel Tracking.
Tracking didn’t work? Get in touch with Kay on support@mrsnuff.com and she will gladly investigate for you.
The tracking worked and your parcel:
-
Is on its way
Good news. It should be with you in a few days -
Has been intercepted by customs
This will delay your order by up to two weeks, possibly more and then your parcel may be returned to us without explanation. If it is Canadian customs then you are likely to see a hefty duty charge added. Keep an eye on your tracking and contact Kay if you something else goes wrong. -
Has not even left the Mr Snuff warehouse yet! - US Customers only
We send all our parcels to the US batched together in boxes. The boxes leave our warehouse in under 12 business hours, and typically take a just few days to get to the US. Once there, the individual parcels are unpacked and injected into the US postal system. This makes things faster and cheaper; but the downside is that your tracking only begins when the parcel enters the USPS; therefore, all US customers experience a delay of a few days before the tracking registers any changes.
The real problem comes when a box is delayed by the shipper or returned by US customs. Because the parcels in the box have not been injected into the USPS, your tracking has not started, and this can last for weeks. If this happens you should get an email from us within a few days explaining what has gone wrong. If you haven’t received that email then please check your spam, otherwise contact Kay and she will investigate.
If you have any other tracking outcome, or any other problem at all, then you should definitely get in touch with Kay on support@mrsnuff.com so we can investigate. You could be helping out your fellow snuffers.
Good luck, and I hope your parcel arrives soon!