My package is running late, can you tell me why?

An unusually long delivery time! An unusually long delivery time!

It is not common, but it does happen that the post office takes an unusually long time to deliver a package.  I don't know what issue the post office experienced, but in this last week I have had about six customers ask where their package is.  This is one of the first two tracking numbers reported to me.

 

It took 11 days for the post office to deliver this package.  It is one of the more extreme cases we have seen, and due to the number of folks reporting delay, we think perhaps there was an accident.

 

This is frustrating for us and the customer alike.  I don't want to ship a replacement, and then find out the package was delivered later the same day.  But I don't want to make the customer wait any longer than necessary if the package is lost in the system.

 

I want to take a moment to share what shipping information we have access to.  When customers inquire as to where their package is, we turn to the USPS tracking page.  We don't have access to any tracking information other than this tracking page.

 

The post office has a customer service number.  For me it is (972) 393-6755.  If I call inquiring about a package, I will spend an hour on hold.  When they answer, they will take the tracking number and initiate an 'Investigation' and they say to expect a reply two weeks later.  The folks on the phone don't have access to any information beyond what I can see for myself on the tracking page.

 

So we don't generally call because what is the point.  By the time their two week investigation concludes, you will have the package or we will have shipped another one.  Although we ship tens of thousands of packages a year, we have no special access with the post office.

 

The post office claims that first class and priority mail typically takes 2-3 days to arrive.  In our experience, yes at least 51% of packages are delivered in 2-3 days.  But 10%-20% arrive more like 6-7 days.  And 0.1% arrive in 11 days.

 

We don't generally call the post office for delayed packages because investigations take two weeks or more.  By that time the package will have arrived or we will have shipped a replacement.

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