To Valued Duly Employees,
We wanted to openly address the current lead times we’re seeing with many items offered on the Duly Health and Care Merchandise Store. Due to the global supply chain situation, we have experienced severe delays that have exceeded the originally estimated 4-6 week delivery window.
We apologize for these delays in availability, overall order production and updates. We are working as quickly as we can to produce all orders as soon as possible, while keeping you updated on any backordered items.
We also wanted to acknowledge some of the order related questions that we have received.
Q: Is my order in process?
A: If you have received an email confirmation containing an order number, YES! We have your order, and rest assured it’s in process and will be delivered to you as soon as possible.
Q: Can I expedite my order?
A: Unfortunately there’s no way to expedite your order at this time. 4-6 weeks is the current production time for orders that contain items that are in stock.
Q: Why did I only receive part of my original order?
A: In an effort to minimize further delays, you may receive a partial shipment. If items are currently on backorder they will ship out to you as soon as they become available. You will NOT be charged any additional shipping charges for the delivery of backordered pieces.
Q: Can I cancel my order?
A: Please use the Contact Us page to work directly with one of our Customer Service Representatives regarding your order. If your order has not been scheduled for production or contains items on backorder we can work together to resolve. However, if an item is already in production, we cannot cancel as these items are custom decorated.
Q: Why did I pay for this if I haven’t gotten the item yet?
A: We charge for custom products at the time the order is placed because of the goods that are ordered to produce your specific item.
Thank you for your continued support of the Duly Health and Care Merchandise Store. We appreciate your understanding and patience while we continue to work through current industry challenges.
The Consumer Experience Team