Stop lying about shipping orders

@nanya

Thanks for raising this. I get the frustration. Getting a "shipped" email and then seeing tracking that hasn't moved can definitely feel misleading.

Here's what's happening behind the scenes. Once we create your shipping label, your order is packed and ready for the carrier to pick up. Orders placed before 1:30 p.m. Pacific ship the same day. More often than not, the carrier has already picked up your package but hasn't scanned it into their system yet, so tracking can sit at "label created" for a while even though your package is on its way.

Delays do sometimes happen, and some are outside of our control. But when we tell you your order has shipped, we mean it. Our top priority is getting your package to you by the expected delivery date.

If your tracking still hasn't updated from "label created" to in transit 24 business hours, or your shipment looks delayed, please reach out to our customer service team so we can help.