Over the past few weeks, we’ve experienced both progress and a few lingering challenges related to shipping. Some of the issues you may still be encountering stem from residual effects of transitioning away from our previous logistics partner. We’re actively analyzing the data to identify and resolve any remaining issues. Here’s an update on the current situation:
1. New Shipping Boxes
We’re excited to announce that all orders are now shipped in our custom-branded boxes! These new boxes go beyond just aesthetics—they feature improved rigidity, precise sizing for product protection, and the inclusion of packing materials to minimize any potential crushing or damage to the products. This ensures a polished unboxing experience and a quality delivery every time.
2. Data Import Challenges
We’ve identified issues with data transfers between Exigo and our new 3PL, specifically affecting some orders with multiple SKUs. Following an audit, the root cause was pinpointed, and we’ve prioritized resolving it. We anticipate all delayed orders will ship by January 9, 2025.
3. Customer Address Entry Errors
Some delays have occurred due to incorrect address entries (e.g., missing names, incomplete addresses, or email addresses entered in the wrong fields). These errors caused order processing delays as we worked to contact customers for corrections. Impacted orders are now being fulfilled and shipped today, January 7, 2025. Affected customers will receive an email from MAKE Wellness today with an explanation and resolution. Please remind customers to carefully double-check their information when placing orders to avoid delays.
4. Improved Tracking Updates
Tracking numbers are now uploaded faster into Exigo and can be accessed in the “Orders” and “Order History” sections in the back office. We’re also developing email triggers to notify customers of shipping updates as their orders progress. These enhancements are on track to launch this month.
5. Shipping Vendors and Delivery Times
Our optimized shipping process selects the best carrier for each order based on the destination and timeframe. Carriers may include USPS, UPS, DHL, or FedEx. While tracking often shows “First Mile,” the final delivery is handled by one of these providers. This system helps maintain low shipping rates and ensures a 3-5 business day delivery window for all U.S. zones. We’re also working on adding an expedited shipping option in the future.
Thank you for your patience and support as we work to enhance your ordering experience.