Dear Valued Customers,
As the Canada Post strike enters its third week, we find ourselves in an increasingly challenging position, much like many other businesses across the country. With over 11 million packages currently held by Canada Post and no resolution in sight, the ripple effects are being felt throughout the logistics industry.
Just yesterday afternoon, Purolator and UPS announced that they are no longer accepting new packages due to significant backlogs. We anticipate hearing similar announcements from other carriers like FedEx and Canpar in the coming days. This rapidly changing landscape is further complicated as thousands of parcels continue to enter the backlog daily, leaving businesses like ours with limited information and challenging decisions.
While we are committed to delivering your vitamins and supplements to help you stay on track with your health and wellness goals, once a package leaves our facility, we have no control over its journey. We wish we could hand-deliver every parcel to ensure it reaches you safely, but unfortunately, this is not feasible.
We pride ourselves on exceptional customer service and experience, and this situation is as frustrating for us as it is for you. Knowing how important these products are to you, we’ve made the following decisions to navigate this difficult time as responsibly as possible:
1. For customers in the Greater Toronto Area and urban centers in Ontario:
We will continue shipping orders as delivery times remain reasonable. However, smaller carriers have been unable to access condo and apartment buildings, instead sending packages to SmartSpot holding centers. This arrangement is inconvenient for our customers and not always reliable. As a result, we are not shipping packages to buildings at this time.
2. For customers outside urban centers in Ontario and elsewhere in Canada:
Renewals will be delayed by at least one week. This means we will not process your renewal or charge your payment method until we know we can ship your package. If things improve by December 16th, we will resume normal operations.
3. For new orders:
If you live outside an urban center, we recommend waiting a week before placing a new order to ensure we can provide a more reliable shipping experience.
Additionally, for customers with items already in transit, please know that we are closely monitoring your packages and doing everything in our power to ensure they move as quickly as possible. Unfortunately, much of this is out of our hands. While we wish we could provide more insights, tracking the information provided to you is currently the best option available.
We understand how inconvenient this is, and we appreciate your patience and understanding as we navigate this challenging time. To provide more context, we are including links to some recent news articles about the ongoing situation:
We recognize this situation is far from ideal, especially during this season of giving and connection. We remain hopeful for a swift resolution and ask for your continued support as we weather this storm together.
Thank you for your loyalty and understanding. It means everything to us.
Warm regards,
Laurie Cook,
Founder & CEO
