COVID-19 Shipping Update
We all thought once the holidays were over the crazy COVID-19 shipping would settle back down to pre-COVID regularity. Unfortunately for USPS, our international customers favorite choice, this has not always been the case.
International Customers: Please be aware even if your choice was USPS, once you have placed your order you can contact us before it ships, get rates for FEDEX, UPS or DHL and we can adjust your order.
Here are all the shipping variables, our policies and how we can work together with you.
We are shipping your order within 24-48 hours (not counting the weekends when we are with our families) of its receipt.
We process orders 9 am Mondays through 2 pm Fridays. If your order arrives after 2pm it will be counted on the next day's order list.
- Our inventory has caught up with our growth, so rarely do we not have all your products in stock. We will contact you if a product looks like it will not be restocked within 3-4 days to discuss what you want us to do. Products are flowing in here from our Las Vegas factory daily.
When order is shipped you will receive a tracking number. International order tracking codes have to be put in manually so it can take a business day to receive the cod.
In the past, the USPS tracking number allowed you (and us) to track the order. Now, the tracking number, if your package is late, may mean nothing. It will look like your order is stuck in one place and not moving forward.
It is still on its way to you. We have been told by USPS staff that they are often just pushing the order forward and not even taking the time to scan it. They don’t need the scan to know where to send it, only to have a record of where it is.
USPS lost a lot of employees during COVID-19. They have not yet recovered the full staff, so we are told scans can be skipped.
PRIORITY SHIPPING We see every order as priority. Priority shipping affects how fast the carrier gets it to you.
As soon as your order is shipped you will receive a tracking number.
This is when your Priority Shipping makes a difference.
Please understand you are also taking full responsibility for tracking your package. The mail carriers are not part of Radiant Wonder. They are the company you choose to use. You can redirect the delivery, or stop the delivery. We do not call on behalf of your tracking number and find out any more than you can.
So what is the Post COVID-19 bottom line for shipping? First: It seems to be getting better.
Domestic: Often, the USPS delivery time is very fast. However, sometimes a package expected in 3 days may arrive in two weeks. UPS is the best alternative if this becomes a regular pattern for you.
International: If you use one of the major carriers you will have a timely delivery. If you use USPS iNTERNATIONAL it is a roll of the dice to predict when it will arrive.
This is not our customer service, it is the customer service of USPS, the carrier that was chosen.
We are not responsible for your country’s Customs charges. We do what we can to help you avoid them.
Our policy for replacing or refunding your money for those orders caught up in USPS complications:
We give international packages an outside time of 2 months to get to you. If it does not and you want a reship, we will do that, (please read the details below)
If you choose a refund at that time, of course (minus shipping) that can be arranged. You will just need to talk with us to determine how the other shipment will be handled when it arrives.
Our dedicated customer service team can not control the unexpected and inexplicable changes of the postal system or delays due to Customs. You would have to communicate with Customs yourself. We are happy to support you if Customs needs something from us.
The future? It is so unpredictable with USPS, sometimes the order gets to its destination easily, but this can not be relied on.
We will continue to ship USPS if you choose this carrier, with the understanding of what it entails if the package is delayed.
We are also offering UPS, FedEX or DHL as international alternatives. You can reach out to us once you place your order and we can give you rates and adjust your shipping charges if you choose.
If you are using USPS we want there to be some ground rules, so we can both know what the limits are.
If your order does not arrive within the first 2 weeks, history shows it is most likely to arrive before 2 months.
However, if you have not received your order within 2 months, please reach out and let us know what you want to do.
We can reship it USPS;
You can pay shipping to have it resent by one of the other carriers;
or we can refund your money, minus the shipping.
- When the original USPS International order arrives you have 2 choices:
1. You can write “refused” on the box, and alert us you have done this.
(Note: We used to get these products back. Since COVID we normally do not)
2. you can call us and we can determine together when you will pay for it.
- If the carrier claims they have delivered the order and you have not received it.
Please contact the carrier, if it the local post office to to see them. Often your package is still there. Then contact us.
If you repay the shipping and give us another safer address to which to send the package we will reship.
But do not call us and demand we contact the carrier. You are the one with the most power in this situation.