COVID-19 protocols are delaying shipments, returns and arrival of new products

  • USPS is still impacted by high shipment volumes
  • USPS First-Class International shipments continue to be delayed due to low availability of air freight, and may be routed via surface mail (in a container ship) - adding 4-6 weeks to the usual transit time.
  • Returns are taking several days longer to process due to strict safety protocols to protect our team
  • Some pre-orders have been delayed due to impacts to our supply chain. For more information please read our pre-order update page.

We appreciate your patience so that we can ensure everyone's safety!

 

While the number of confirmed COVID-19 cases in Washoe County, Nevada, is low, we are continually monitoring the situation, adhering to CDC/WHO guidelines, and have taken several practical steps to protect the American Duchess family and serve the common good as we continue to service your orders.

 
We're shipping orders as normal, but with slight delivery delays for some customers

  • Our website will remain online and continue to accept orders as normal
  • Our standard USPS delivery service is still taking 3 business days for most shipments, but ~15% of shipments are delayed by 3+ days due to localized impacts of the pandemic
  • Email and telephone support will remain open and as responsive as ever!

 

USPS shipments

Domestic shipments are minimally affected, but we will review any changes to this situation and react appropriately, posting updates here and on Facebook. Currently, Priority Mail’s three day service commitments are being met for most shipments. Approximately 15% of shipments continue to be delayed by more than 3 days due to local issues resulting from an outbreak in a USPS sorting center. For more information please see: USPS Service Alerts

International shipments may be delayed due to the pandemic. Priority Mail and First-Class packages may require more time to be delivered due to limited transportation availability as a result of the ongoing Coronavirus Disease (COVID-19) impacts. If a package is routed via surface mail (on a ship) due to a lack of availability of air freight capacity then this typically adds about 4 weeks to the transit time. For country-specific information please refer to: USPS International Service Disruptions
 

DHL shipments

DHL operations are currently largely unaffected by the pandemic, and Worldwide Express shipments are taking 4-5 days to be delivered.
 

Returns processing may be delayed

We will be receiving inbound mail only on Mondays until further notice (for an improved social distancing protocol). The current advice from the WHO is that the survivability of the SARS-CoV-2 virus that causes COVID-19 is approximately 24 hours on cardboard, and up to 3 days on shipping tape. Due to the current unavailability of appropriate disinfectants, all returns are typically held until the following Thursday or Friday before being processed.

 
We thank you for your patience and understanding during this challenging time, ask that you continue to support small businesses in our community, and follow the advice of the WHO and CDC to protect not only yourselves, family and colleagues, but more vulnerable members of your community, such as the elderly or those with underlying health conditions.

Good health and godspeed!

Lauren, Chris, Chloe, Christina, Jenny, Rachel, and Matt.

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