What We've Been Up To + Shipping Update + Ways We Are Improving + FAQs
What We’ve Been Up To
- Shipping like maniacs! We ship around 1500-3000 planners per day depending on how much help we have that day
- Growing our team
- Improving our customer service
Currently we are working on shipping orders placed November 15-18.
Here is the estimated numbers of orders placed on Kickstarter and our website combined
- November 15th ~5000
- November 16th ~4500
- November 17th ~3900
- November 18th ~3800
Because we want to make sure you all feel in the loop, we will be posting on our Instagram what dates we will be working on everyday starting tomorrow.
Why does it seem like you have only shipped a few order dates?
We have taken so long on these dates because our sales were viral for that week in November (see chart). Once we get through this week and start shipping November 20th we should be able to crank out orders placed on later dates at a quicker rate.
Ways We Are Improving
As a CEO, you must make many difficult decisions that are not going to please everyone. Due to the necessary shift in priorities, I know that we haven’t been completely on top of our customer service for the past week, and that is my fault. In order to get you your planners as soon as possible, this has been the order of our priorities:
- growing our team so we can have more people shipping and handling customer service
- shipping and fulfillment
- responding to customer service inquiries
With that being said, I feel that I have made some great additions to my team and we will be diligently working to move forward and make sure that our customer service improves everyday.
Shipping More Quickly and Efficiently
It’s crazy to think that just last year I was shipping an average of 6 planners a day out of my garage and today we ship anywhere between 1500-3000 planners a day, EVERYDAY.
This has been a huge learning process and we get faster and more efficient everyday.
It is one thing to be able to ship 2000 planners in the course of 3 days (which I thought was insane for last year’s Kickstarter), but it’s a completely different thing having to do that everyday for the past 30 days and know you still have another month to go.
With that being said, I feel that we have come so far in terms of the speed and efficiency at which we have been able to crank out these planners. If you or someone you know has ever done a Kickstarter, you know how crazy this part of it is. We thank every single person that has been patient with this whole process.
I received the wrong size planner! What do I do?
We apologize for the mistake, we are shipping thousands of planners a day and sometimes mistakes happen. But we will make every effort to make it right. Here are the steps you should take:
- Please double-check your order invoice to make sure that you did in fact receive the wrong size. We have had a few customers realize that they accidentally ordered the wrong size.
- If you indeed received the wrong size, please send an email to firstname.lastname@example.org with the subject line “Wrong Size Planner” and your order number in the message portion
- You will shortly receive an email with a pre-paid mailing label and instructions for returning the incorrect size planner
- We will ship you the correct size ASAP free of charge.
I would like a refund. How do I go about doing this?
We can definitely take care of that for you. We are sorry that things didn't work out between us and we understand your frustration. To expedite your request, please shoot us an email at email@example.com with your order number and email address associated with the order and we will get to it ASAP.
When will I get my planner?
See shipping update above.
I have emailed for weeks, over and over, why haven't I received an email?
We are sorry you haven't received an email from us yet. My team and I are working very hard to get back to everyone in a timely manner. Please realize that we respond to emails from oldest to newest and that when you send another email to follow up, it moves all of your emails to "new" and it will take us longer to get to you.
Will you be able to get all of January shipments out in time?
Although we will keep working diligently to ship these planners out, I have to be realistic and inform you that it is likely that we will not be able to ship out all the scheduled January shipments by the end of January.
I think it is realistic to say that we will be able to ship out 70% of orders with January shipment dates and will have to ship the rest in the beginning of February.
We know that this isn’t good news, but we really want to remain as transparent and as honest as we can with our customers.
For the past month we have done our best to recruit as much (wo)manpower as possible (and are still trying!)
Wow, this is a huge undertaking! Are you still looking for help?
Yes! If you want to lend a helping hand in shipping and fulfillment and are located in the San Diego area, please send an email to firstname.lastname@example.org.
We are also hiring for help with shipping and fulfillment, so if you are an upbeat, motivated and hardworking person who has the same values we do, we would love to hear from you! Please email Jacklyn and she will send you an application as well as a complete job description and other details.
Please Remember, We Are People Too :)
We understand that some of you are frustrated with the situation, but please realize and consider that we have feelings before you put something hurtful or something that can be taken as a personal attack in an email. We have received threats that I feel aren’t appropriate. I find it ironic that this is happening since this is a product that I made to help people navigate their life.
We are not robots. We are all very passionate about this product and we care about the people that we feel it will help. We are taking the time to quality control every single planner as well as package it with love and care to make sure that your planner gets to you as it is intended to.
Growth Brings Growing Pains
Our business has grown exponentially in a very short period of time. We went from selling 4,000 planners a year to selling more than 65,000 between November 5th - December 5th alone! No amount of planning could have prepared us for this exponential growth.
As with any new business, we are bound to make mistakes and there are going to be growing pains that accompany our journey. We are taking every day as a learning experience and are getting more efficient and experienced as a team and we thank every one of you for being a part of this experience.
Thanks for bearing with us through these growing pains!
Keep In Touch With Us!
Angelia's Personal Instagram: www.instagram.com/angeliatrinidad
For more frequent mini-updates and a sneak peek into my life as a 24 year old entrepreneur.
P.S. Again, if you've read this please kindly "like" this post so I know people actually read this stuff :) Also, if you have received your planner please let us know in the comments below! We just received notification that our first international backers have received them already! Wooooo!