SHIPPING INFO
How long does it take to ship an order?
Shipping Time Estimates
| Destination | Service | Ships from | Transit time |
| United States | USPS Priority Mail | Champlain, NY | 1 - 3 business days |
| USPS First Class Mail | Champlain, NY | 1 - 3 business days | |
| Canada | Canada Post Mail | Montreal, CA | 2 - 7 business days. No Tracking. |
| Canada Post Xpresspost | Montreal, CA | 1 - 2 business days | |
| Canada Post Expedited Parcel | Montreal, CA | 1 - 7 business days | |
| International | DHL Express Worldwide | Montreal, CA | 1 - 6 business days |
| International Untracked | Montreal, CA | 10 - 30 business days | |
| International Tracked | Montreal, CA | 10 - 30 business days |
CHRISTMAS IS COMING!
Hey Guys,
It’s that time of year again when sales are really starting to pick up!
It’s also the time of year when EMS routes can get clogged-up and have excessive delays.
As stated in the Pillow Profits Policy:
Delivery time guarantees for orders placed during the months of November and December will only apply to orders using Express Line Shipping products. All other orders placed with standard shipping will not be eligible for replacement or refund until 60 days has elapsed. We encourage all sellers to switch to Express Line Shipping to avoid costly delays during the Holidays.
Although many products do make it to customer in time for the Holiday’s using the standard shipping method, there are typically excessive delays on a percentage of packages every year.
To avoid the risk of dealing with upset customers, it’s best to switch your products and orders to express shipping and put a disclaimer on your site stating “If you don’t upgrade to express shipping, your packages may not arrive in time for the Holidays.”
If you don’t want to go through the trouble of updating all your products with the express line builder, the other option is to charge your customers increased shipping rates on checkout, and then manually upgrade their orders to express shipping inside the Pillow Profits admin.
Currently our production times are excellent (5-7 days) and EMS shipping is performing well (10-15 days on average). However, if you continue to use the standard shipping throughout the months of November and December, please do so at your own risk and understand that some of the packages will get stuck during the busiest time of the year and may take up to 60 days to get to your customers.
From our experience over the past four years, Express Shipping can become delayed, however the delays are nowhere near as bad as standard EMS and we still guarantee 30 days delivery with our express line option during the holidays.
Our Christmas cut-off date for using Express Line shipping will be November 20th , 2019 – make sure your orders are processed in by midnight on November 20th, 2019 to ensure the factory has enough time to produce and ship your products in time for Christmas.
One final and **VERY IMPORTANT** note to make about using our express line delivery:
Make sure you collect your customer’s phone number if using express shipping! This greatly increases the odds of successful delivery so the couriers can communicate with your customers, and also assists in clearing customs in some European nations which require the customer’s phone number.
Also please note that express courtiers will not deliver to PO Boxes so make sure your customers are providing a residential or non PO box address on checkout. to ensure delivery.
You can configure your checkout on Shopify to require a phone number by going to Settings –> Checkout –> Form Options –> Shipping address phone number –> Required.
MORE VERY IMPORTANT INFO – Due to political tensions, our suppliers will not be able to ship packages to Taiwan, Macao and Hong Kong until further notice. Please exclude these regions when selling Pillow Profits products to avoid having to refund your customers’ orders.
What's happening with my orders?
We are continuing to fulfill orders, although fulfillment time will take longer than our previous maximum of 7 days. Some product categories are taking 2-3 weeks for fulfillment as delays are being felt across our supply chain and industry-wide.
We're routing orders to where they'll be fulfilled most efficiently, whether that's to one of our in-house branches or a backup facility. We're also starting to increase capacity at our EU location.
Keep in mind that with longer fulfillment and shipping times, orders might not make it on time for occasions like Mother's Day. Place your orders well in advance!
We're partnering with backup facilities to help us manage order volume, and we're routing orders to wherever they can be fulfilled most efficiently. As of now, we're working with 5 backup facilities in the US, UK, and Australia, and we're looking for more options.
We are continuing to fulfill as much as we can at our facilities. Our branches in NC and LA are operating at basic capacity, and our EU and MX branches are operating as normal. All branches are practicing extra safety measures.
Latest update
April 22, 2020
Our production times are still taking longer than usual and we're not as quick to respond to chats and emails.
We're experiencing an increase in orders and newly registered customers similar to levels we see during Black Friday Cyber Monday. We usually prepare for Cyber Week months in advance and spend weeks training additional staff. With social distancing and shelter-at-home measures in place, we can't scale up as quickly as we can during our peak season.
People are adjusting to new routines and returning to ecommerce, and weeks-long delays are being felt industry-wide. Here's what we're doing now to manage:
We're increasing our capacity in Europe and continuing to route orders to where they'll be fulfilled most efficiently. Fulfillment times at our EU facility are currently shorter than in the US.
Although fulfillment services are also experiencing delays, we're looking for more backup facilities to partner with both in the US and Europe.
With social distancing measures in mind, we're cautiously hiring more teammates in departments where they're needed most.
The entire Printful team is doing their best to keep up with demand so you can run your business, and we appreciate that you're with us.
Fulfillment estimate
US (INCL. BACKUP) MX EU (INCL. BACKUP)
DTG 13-16 business days - 6-9 business days
Cut & sew - 12-16 business days 12-16 business days
Neck gaiters 10-13 business days 12-16 business days 11-14 business days
Embroidery 8-11 business days - 7-10 business days
Accessories 3-6 business days - 3-6 business days
Home & living 3-6 business days - 2-4 business days
Mugs 6-9 business days - 2-4 business days
Be prepared for delays
Our fulfillment times will be longer than usual, and may continue to increase until things get back to normal. The entire industry is grappling with challenges and we're seeing delays in our supply chain, including distributors and shipping carriers.
We're closely communicating with our partners like Bella+Canvas to make sure they can supply us with adequate stock levels from their distributed network of wholesalers. We're also glad to report that we're seeing a surge in orders, which means that online sellers are doing well. Consumers are generally more patient during this time, as even Amazon has expressed that it's experiencing delays of up to 1 month. Read our blog for advice on how to communicate with your customers about Covid-19.
Estimates are current as of April 24, 2020.
Due to reduced flights, and shipping companies all bidding against each other for cargo space, we’ve had to deal with at least 4 price increases from our shipping company DHL ecommerce for the past 2 weeks on our products. We’ve been able to absorb these increases on our end, up to Friday March 27th 2020. The increase from this date no longer allows us to absorb the cost on our end.
So we are now forced to start increasing our product cost to you, so we can maintain a small margin on our end while we all deal with the current state of our world in these difficult times.
Starting from April 2nd 2020 we will have the following price increase. Keep in mind that this is not a permanent price increase, but a temporary price increase. As soon as flights are back to normal, and DHL Ecommmerce reduces their pricing back to the old state, we will do the same on our end. As it is not in our interest to make money off of shipping prices.
All products will have a $3 price increase on Regular Shipping (not on DHL Express)
All products that choose 2-3 Day DHL Express Shipping to the USA and Canada will NOT be increased by $3, and the Express Shipping price will infact be reduced by $1 to help you choose this option over DHL Ecommerce shipping. Resulting in a much faster delivery and overall better customer experience.
Stay safe everyone.