COVID-19 May 10 Update: Curbside Pickup Now Available
To Our Amazing Customers,
Since the last COVID-19 update, we wanted to provide our customers with the most up-to-date information as the situation evolves.
Is your showroom open? What about curbside pickup?
Due to a recent announcement by the Canadian government, retail storefronts will be allowed to open for curbside pickups starting May 11, 2020. This means even though our showroom is still closed, any local customers who wish to pick up their orders in person, you can now select "curbside pickup" as an option when checking out.
Our curbside pickup hours are: TUE-SAT 12-7pm
Hours may change as required. Please note, this does not impact any online orders.
Has my online order been affected?
Orders are usually hand packaged and processed by our team within 24-48 hours. They are then dropped off with the appropriate 3rd party shipping company (ie. Canada Post, UPS, FEDEx, etc.), who takes the package and coordinates delivering to your address. To fulfill orders, we need to coordinate between our team and the shipping company.
As of today (May 10, 2020), orders are still being taken on our website and fulfilled by our team as usual. There have been no delays on our end. However, we have just been notified by several of our shippers that there may be shipping delays on their end.
We are aware there are currently major backlogs at shipping facilities around the world. This impacts all online stores, not just ours. Please be patient if your order tracking is not updating every day. It does not necessarily mean your package has been lost. It is extremely rare for packages to be lost.
Our commitment to our customers is to ensure your orders leave our facilities as soon as possible, while maintaining health and safety standards.
Hoodies currently unavailable for purchase, but all other products restocking as usual
Unfortunately, due to COVID-19 severely impacting the hoodie material supply chain, and not knowing when things will go back to normal, we have made the difficult decision to refund any outstanding hoodie orders.
We have set them temporarily to unavailable for purchase at this time until we are certain again that we can fulfill the orders in a timely manner. We apologize for any inconvenience this may have caused.
The good news is that no other raw material supply chains are affected. This means any other products on our website that is marked out of stock will be restocking as usual. If you see an item you want that is out of stock, there is a good chance it will be back in stock in several weeks. (ie. Sephiroth swords)
What are we doing about COVID-19?
We are happy to still report that none of our staff members have been exposed to COVID-19 or are experiencing any of its symptoms. We are practicing social distancing in the workplace and have implemented individual shifts to minimize any health impacts. In fulfilling orders, we enforce strict health guidelines to ensure your order is packed carefully with everyone's health in mind, including yours.
What about conventions and trade shows?
Most of our upcoming trade shows, conventions and festivals have been cancelled until the end of August. We will continue to monitor the situation as more events reschedule.
New product announcements? Customizations?
A number of you have been asking for new products and customizations. Please do continue to send us requests at email@example.com. We love hearing from you. Currently, we are still developing new products on a regular basis, but the process has been slowed due to COVID-19.
As usual, you can buy from us online anytime, rain or shine. Generally, the price is the same online as conventions. Keep checking back on this page for our newest product offerings.
We are keeping our shipping rates as low as possible to help ensure all our customers get what they're looking for without having to risk their health or safety. Keep in mind, shipping is free throughout North America if you reach $200 CAD or more in your cart.
In the meantime, should there be any questions or concerns, our staff are committed to help.
Whether you've seen us for years at local conventions or whether you've found us from a Google search, we genuinely thank you for your continued support. Our customers are the reason why we do what we do. Thank you!
-- Fire and Steel Team
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