I feel really bad for what you are going through right now, and I truly understand where you are coming from. When we pay for express we expect the product to be delivered asap and on time.
But we do need to defend our brand and company as this is the only few times we've heard of shipment issue as our products are under strict conditions and monitored for top quality control, 100% sterilised before print and packaged. We have producing quality products for over the past 5 years for both retail and business clients. The fabric is actually imported from Osaka, and we have been commissioned as a company to produce large orders of dakimakura prints for the anime studios.
However, I have re-read your email a few times and escalated this to our manager for advice. Unfortunately, according to our Company Policy we cannot accept this as reasons for return. Valid returns include damaged, faulty or wrong parcel delivered to customer by which our Company will take full responsibility. Hope you will understand our Company Policy is documented on groundwork to protect both buyers and Shop.
The dakimakura you have purchased was produced in 2 days and sent from our factory to our fulfillment center. However when one of our packaging staff opened the parcel for inspection they noticed the Dakimakura printed as a bit blurry so they have requested the production team to reproduce the Dakimakura so it is on par with our standards. Hence there was an extra few days of delay. We have systems in place to make sure all products made are up to standard. There is a system we need to improve on is for us to notify customers of delay with such occurrence but our management is working hard to add a new team improve the overall services. I do hope you can forgive us and know that we try our best to provide the best service. How about we wait for a few more days until you receive your product as we are quite certain you will be very satisfied with it. :)
Hi [ ],
How are you? Thanks for your message.
There is a tracking number [ ]
You can see its status here, but sometimes the system takes time to update. http://app3.hongkongpost.hk/CGI/mt/enquiry.jsp
We understand the importance of on time delivery and we try our best to ship out all Anime Dakimakura Pillows on time. Rest assure it will be worth the wait!
Have a good weekend to you and your family!
Thanks,
Jon
Hi Kathy,
This is Jon from Anime Dakimakura Pillow. Thanks for your query.
We just followed up with USPS this morning and it looks like the parcel is currently in New Jersey being sorted for the next destination (see attached screenshot). We understand that when we make an order online we'd want to receive it asap and we apologise for the delay. It normally does only take 7 to 14 days but we've been told by USPS that earlier this month due to the Winter Storm Janus it has affected millions of parcels and which caused extra delay on not just your order but everyone elses'.
Do rest assure that our products are guarantee to be well made and worth the wait. This is evident in our customer feedback and reviews especially on our main website by google "animedakimakurapillow".
Thanks,
Jon