When we built Adore Me Services, it was part of our quest to deliver the perfect customer experience and wanted to make when you receive your package as predictable and reliable as possible.
In today's environment things might sometimes be unpredictable. We understand your frustration if it's unclear when your package will arrive. It frustrates us too!
We can guarantee you is we are working tirelessly to keep things running as smoothly as possible, and like you to be also aware of the measures Adore Me is taking to keep our team as safe as possible.
Sometimes this can affect when you receive your order, and in the interest of being as transparent as possible, we want to let you know a few basics about how safety can affect shipping speed.
When you click Buy on our website, it triggers a number of systems that makes sure the right item is placed in the right box, has the right printing label pasted on, and is sent out to the right shipping partners. This is the portion of your order we call Order Processing.
You've most likely been social distancing to stay safe. It's the same at our warehouse. Giving workers space is vital to their safety. To do this, we've reworked the floor, and more importantly, we staff fewer workers per shift. Where two of our team might have sat next to each other before, they're now sitting at least six feet apart.
To make up for this, we have made certain changes like adding a new 3rd shift. What we used to do with 200 workers in 16 hours is more safely spread out now over 24 hour periods. This allows us to stay close to as efficient as before.
But please remember, to keep workers safe, it means having fewer people on the floor at any given time. If we get a rush of orders, this could lead to a bit of unpredictability around order processing times. We know this feels frustrating and will try our best to communicate to you when this happens.
Once that order has been processed and is sent out to our shipping partners, we unfortunately do not have control over exactly when the package will arrive. We're proud of the work that all the workers at our delivery partners are doing, but they too will often face delays.
We've built a system that feeds in our delivery partners information into the Adore Me website to make it as easy as possible for you to know when your package will arrive. This is, however, dependent on our 3rd party delivery services, so it's at best, an indication of how things are moving.
One major thing we did to both improve warehouse safety, alongside the safety of our customers, is to increase the window to return items from 30 days to 90 days. This both means fewer packages needing to be processed as returns, but also, you should not feel pressured to rush out to a shipping store to return your package.
These are just a few of the things that we're doing to keep working towards the perfect customer experience, while keeping our warehouse workers as safe as possible.
We know that it's frustrating to sometimes not know when your package will arrive. For Adore Me's entire life, we've been obsessed with improving the experience of when and how you receive your packages. We still are.
We hope that this information provides a behind-the-scenes look at some of the challenges and choices that are being made every day to make sure workers remain safe and customers remain happy. If any questions, please email at firstname.lastname@example.org, and if you have a few more minutes, meet some of the AMS team!