All about shipping!
So one of the (sometimes frustrating) things about shopping online is dealing with shipping. We all have had issues with this- and Haven is actively working to make it transparent and painless.
When you shop at Haven, here is what is supposed to happen:
1. In the shopping cart at checkout, you select USPS (Postal Service) or UPS.
2. You decide whether or not you want to insure against porch pirates and the like. This is an optional add-on from Route.
3. When an order is fulfilled, we create a shipping label for the package, based on which carrier and service you chose.
4. Our system automatically sends you an email stating your order was fulfilled and on its way, and sends you the tracking number so you can see where your package is.
5. The package is supposed to be scanned at each step of its journey, and it arrives.
Some particulars about this:
In the US, our default shipping option is the US Postal Service (USPS). They are the least expensive option, deliver packages in 2-5 days (depending on far you are from Ohio, where we are), and have expedited options for those of you in a hurry.
We also offer United Parcel Service as an option for those that prefer it. They are slightly more expensive, but are far better at scanning bar codes and tracking packages than the USPS, in my experience.
Both of these options are unionized labor, something Haven Herbs supports. It's why we do not offer Fedex- they are cheaper because they do not pay well or offer decent working conditions.
In Canada, UPS is our preferred route for shipping.
One frustration I regularly hear from customers is the USPS package has not been scanned. It will be picked up, but it still says "awaiting scan" for a long period of time. What this means is that it has left our fulfillment center and was picked up by a postal worker, and they failed to scan it. Sometimes a package is not scanned the entire journey- and it arrives still saying "awaiting scan". So annoying!
I want folks to know that the postal service, like many federal programs, is being deliberately de-funded and de-staffed. They are the only agency of the federal government that pays all its bills and then some. And despite trying to make it fail, it has not.
I don't know about you, but I am mad about the treatment of government workers, and it is a testament to how amazing the agency is that is continues to function in such a hostile environment. Next time you see a postal worker, give them a bottle of water or snack bar! Remember them with a tin of cookies over the holidays. It's a hard job!
One of the improvements we have made recently is Route shipping insurance. It is optional and available when you check out. Because shippers are no longer issuing refunds for lost or broken shipments to companies, we lose money. This simple option makes a claim actually happen- it refunds us for what we sent you (and shipping), so we are able to replace it much more quickly.
As a small artisinal business, having multiple claims at once can endanger our cashflow (we had several over the busy holiday season!). So we now offer this option! If you have a history of porch pirates, this can help!