The New Intimacy

Why Are Canadian/International Orders Processed So Infrequently?

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Contributor: ShadowKitten ShadowKitten
Alright this is going to be a bit of a rant but I think it needs to be addressed.

Back when I first joined this site just after the Atlanta move started, I placed my first order here and waited over a week and a half for it to finally ship out, one of the main reasons the support staff gave was that my order had missed the 'processing' day for Canada...I was somewhat bedazzled that a company as large as EF would only have one day a week (Tuesday BEFORE 2PM Eastern Standard Time) that orders to Canada are processed and shipped out and if you miss that cut off you have you wait a full week before your order gets procesed and shipped out...I mean seriously? Canadian orders are THAT unimportant? What about International orders? Do they get the same treatment? To be honest I'm quite peeved about shipping fees to Canada and International locations as it is, as it sometimes (not always) feels like EF only caters to US folk and skimps a fair bit on service to anywhere else.
To me, this is a problem. Mostly because things I want continually go out of stock at alarming rates (and then back in for less than 24 hours and then out of stock again! *shakes head*) so when I'm pressured to place an order by Tuesday or I'll be sitting on my hands for a week until my order ships out, it frustrates me that because one thing or another has sold out 1 or 2 days earlier (like a storage container I had saved up for and was planning on buying tomorrow) that I either have to put off my order until the next tuesday/whenever it comes back in stock OR I have to pay shipping again and place a seperate order because the 'doomsday tuesday deadline' is nearly here.

So, does anyone else disagree with the fact Canadian (and likely International) orders are only pushed through once a week while American orders are pushed through every day? We already pay a premium on the shipping fees compared to the US yet we have to wait often double the time for our items to ship out. Do you think this is fair? What are the Canadians and International folks opinions on this?


Again, I'm sorry if this seems like a massive whiny rant, but having to play by 'rules' when it comes to online shopping really peeves me off and I really think such trivial 'limitations' can be fixed and overcome rather than put up with.
04/11/2011
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Contributor: Misfit Momma Misfit Momma
I live in Canada myself and my orders have always been processed within one or two business days. I have never heard of them only processing Canadian orders once a week. The only order I had that did have a significant delay was also placed around the time they were moving to Atlanta. Is it possible that your delay was due to the move?

I totally understand the frustration on items going out of stock, but we don't have any control over that. I've been waiting for the Vixen Ride on to be restocked for months!

I do wish there was a way for us Canadians to get a discount equivalent to the free shipping Americans get, but to be honest the shipping they charge here is quite reasonable compared to other places I have shopped.
04/11/2011
Contributor: Ajax Ajax
I'm from Canada as well and I've had my orders go out on Tuesdays and Thursdays and Fridays. (I went through my order history to be sure).

I've never had to wait too long for my order to go through. The weeks around the Atlanta move made for some long waits, but that's totally understandable.
04/11/2011
Contributor: Ansley Ansley
Could it be due to the size of the things you're ordering? Maybe it's best for the company to ship pallets instead of individual orders?


I know when I worked for a mail order company, we only processed Canada orders once a week because of the cost of shipping to the company.

We can assume all we want, but it seems it's going to take an EF staff member to answer this one.
04/11/2011
Contributor: El-Jaro El-Jaro
I'm really sorry you're having issues with shipping to Canada, ShadowKitten. I brought this to Customer Service who should be addressing it.

I live in the US, so I don't have experience with shipping to Canada. What Ansley said makes sense though. I've heard around that shipping to Canada can be tricky from the US.
04/11/2011
Contributor: ShadowKitten ShadowKitten
Quote:
Originally posted by Misfit Momma
I live in Canada myself and my orders have always been processed within one or two business days. I have never heard of them only processing Canadian orders once a week. The only order I had that did have a significant delay was also placed around ... more
You could quite very well be right about it only being that way during the move, though I was told what I was told (that the Canadian processing day is Tuesday) and since a fair share of specifics aren't listed in the shipping page; I have nothing else to really go on except others experiences and my own.

Again I may have gone off the deep end a fair bit here in this rant (and it was a rant, I acknowledge that big time)...I tend to overcomplicate things sometimes without even realizing it.

I also sometimes come across as rude as a devil when I'm trying to simply show my frustration with something, not tear someone's face off >.>

But anyways, until someone else from the support team provides more firm details on the policies specifics, I'll still be on the fence whether to wait a bit and see if some of the 2 dozen out of stock items come back in stock OR to just get what I can tomorrow even though I really want to bundle as much as I can in one order.
04/11/2011
Contributor: Ansley Ansley
Quote:
Originally posted by ShadowKitten
You could quite very well be right about it only being that way during the move, though I was told what I was told (that the Canadian processing day is Tuesday) and since a fair share of specifics aren't listed in the shipping page; I have ... more
Hey, it's understandable to be frustrated. Your money is just as good as everyone else's money.

There's more than likely an explanable method of madness going on here and I hope you receive the answers you are looking for. I do know that some things have changed and not been properly or thoroughly explained in the FAQ/help sections and some are worded in such a way you're still not really sure what's going on in the end. Surely, there will be someone along soon who can help you.

I hope you don't lose your patience enough to go away. I enjoy your posts and comments in the forum.
04/11/2011
Contributor: Coralbell Coralbell
I've always had things ship out within a couple days, and never had to wait til the next Tuesday. Maybe there's been a change recently though, if that's what the staff told you.
04/11/2011
Contributor: Kat Shanahan Kat Shanahan
I just had my first order delivered this morning. I ordered it on March 29 (which incidentally *does* happen to be a Tuesday) but it was, like, 11 PM my time (about 10:30 EST.) It was shipped two days later, March 31 (a Thursday.) It took eleven days to get here (which to me was a bit lengthy, but then, the last time I ordered, the company was still based in NJ.) Eleven days (including weekends) isn't too bad for shipping from the US to Canada.

It does seem kind of odd that a company would have a deadline as oddly specific as the one you were told about. I can understand having to place your order before, say, 2 PM EST if your order were to be shipped that same day, but...yeah, that explanation is mind-boggling.
04/11/2011
Contributor: Yoda Yoda
My orders usually go out on the next day. No complaints here. I'm a happy Canuck.
04/11/2011
Contributor: agf agf
I only made 1 international order so far and no problems. Still need to get the order, but all EF order/shipping process was done like it should.

I think international orders does not have to be shipped if all the items ordered are not in stock. We pay a lot on shipping, and we try to compensate the shipping cost making multiple items orders.

It will be great if EF inform the user that some products are not in stock so the user can modify the order or add another product or cancel the order until the product is back to stock.

For me every user making international orders need to be informed about the situation of non-stock products he ordered and let the buyer decide how to continue.
04/12/2011
Contributor: Ilya Ilya
(EdenFantasys)
Quote:
Originally posted by ShadowKitten
Alright this is going to be a bit of a rant but I think it needs to be addressed.



Back when I first joined this site just after the Atlanta move started, I placed my first order here and waited over a week and a half for it to finally ... more
ShadowKitten,

You are incorrect to assume that international orders are being processed once a week. They get processed every day like any other order. Processing takes slightly more when it comes to international orders, but nothing major. Usually, they are processed and shipped out within 1-2 business days.

Problems with stock that you mentioned are worked out as of today.

If you're still experiencing issues, please contact customer service by phone or submit a support ticket. They will be happy to check on your package.
04/12/2011
Contributor: agf agf
That is true I got my international order shipped in 2 days from the moment I make the payment. EF service is really fast if the product is in stock.
04/12/2011
Contributor: ShadowKitten ShadowKitten
Quote:
Originally posted by Ilya
ShadowKitten,



You are incorrect to assume that international orders are being processed once a week. They get processed every day like any other order. Processing takes slightly more when it comes to international orders, but nothing ... more
My apologies Illya, I did not mean to come across as assuming. The support ticket I filed on the order during the move at one point had the support person tell me that the 'ship out' day for Canada had passed (a Tuesday two days earlier than that message) and that she would have to talk to the manager of the support team to try and get it out that day although that was just for a replacement of the free gift at the time, the actual order did not ship out until a few days after that) thus I was only using the information I was given.
04/12/2011
Contributor: ShadowKitten ShadowKitten
Quote:
Originally posted by agf
I only made 1 international order so far and no problems. Still need to get the order, but all EF order/shipping process was done like it should.



I think international orders does not have to be shipped if all the items ordered are not ... more
I agree agf about notifying the user if something is not in stock BEFORE the order is placed, some sort of system to make the 'check out' go into the stock directory and make SURE the toy is actually there so a person that may end up waiting weeks (or days in some cases, it varies it seems) for a toy to come back in stock can decide whether to place the order now or later or take some toys off to bundle with the out of stock item at a later date. This would be a very valuable addition to the services EF has in my opinion
04/12/2011
Contributor: agf agf
It would be a very valuable addition for sure, and like you said BEFORE the order is confirmed by EF or at least before it is shipped.
Many times we choose 1, 2 or 3 items between 10 items we will like to buy someday. So it will be pretty easy for the user to choose another product to replace the one out of stock.
04/12/2011
Contributor: Jobthingy Jobthingy
I am a Canuck and have never had issues with items from EF.

as for out of stock issues, you have to remember that if 23 people happen to come on here one afternoon and all order the same glass wand, and there are only 20 of those glass wands in the system, 3 people are going to have to wait. People have to process these orders one at a time. There is no way to predict what people will buy and when.
04/12/2011
Contributor: Emma (Girl With Fire) Emma (Girl With Fire)
Quote:
Originally posted by Jobthingy
I am a Canuck and have never had issues with items from EF.



as for out of stock issues, you have to remember that if 23 people happen to come on here one afternoon and all order the same glass wand, and there are only 20 of those ... more
I agree, but I do think that there should be a more reliable system as far as stock items go. Like the number of items in stock is entered into the system and only that many purchases of it can be made (each completed order deducting from the number on file appropriately). If an order is cancelled then the items are entered back into the system, something like that.



I have no idea how the system is set up now but it does seem that a large number of people order products only to find out that they were not in stock when they ordered. I have had this happen on numerous occasions, and while it is normally not a problem, and I don't mind being patient, sometimes it is an assigned item and I have to contact admin to cancel or let them know that my review could be substantially later than expected. I also see how it could cause problems if the item is meant as a gift or needed by a specific date.
04/12/2011
Contributor: zeebot zeebot
I've had orders ship pretty much immediately, and some that took a week to ship (admittedly, I think the week one was around the move). Once shipped they usually arrive within a few days, which is really great.

I do agree shipping to Canada is too expensive (especially since I like farther south than a bunch of states!) but I don't know if anything will ever be done about that, and it's a pretty common problem. I really really wish there was a "free shipping after $x" option for Canada!
04/12/2011
Contributor: agf agf
Quote:
Originally posted by Jobthingy
I am a Canuck and have never had issues with items from EF.



as for out of stock issues, you have to remember that if 23 people happen to come on here one afternoon and all order the same glass wand, and there are only 20 of those ... more
Yes, so in that situation contacting the 3 users that will not have their product is the best option. They they can decide if want to replace the out-of-stock product or not.
04/12/2011
Contributor: Shellz31 Shellz31
Quote:
Originally posted by ShadowKitten
Alright this is going to be a bit of a rant but I think it needs to be addressed.



Back when I first joined this site just after the Atlanta move started, I placed my first order here and waited over a week and a half for it to finally ... more
I know exactly how you're feeling!
I'm in Australia and when Eden was in NJ, my orders always seemed to be posted within 2 - 3 days.

NOW since the move things have really gone downhill for shipping. I wait at least a week now, if not more before my order gets processed and shipped.
It's like a number of workers in that area have been ditched or something. Or maybe they do just process international orders when there's some free time from shipping US orders.

It's not the size in my case, cause one order only had 2 items!
04/13/2011
Contributor: Ilya Ilya
(EdenFantasys)
Quote:
Originally posted by ShadowKitten
My apologies Illya, I did not mean to come across as assuming. The support ticket I filed on the order during the move at one point had the support person tell me that the 'ship out' day for Canada had passed (a Tuesday two days earlier than ... more
ShadowKitten,

I'm sorry, it sounds like you were misinformed. Please message me this ticket number, I'll take a look and make sure our customer service representatives are better informed. Our 'ship out day' is every day
04/13/2011
Contributor: Ilya Ilya
(EdenFantasys)
We just implemented a few improvements to the warehouse system, which should eliminate the issue of products suddenly going out of stock.

The issue had nothing to do with product count not being updated with every order, it was actually a human error in the inventorying process. The changes we implemented pretty much make the process fail-proof!

Also, please keep in mind, that items that weren't shipped with your order are indicated on the order status page here on EdenFantasys as well as in your shipping confirmation email. If this happens and you have out of stock items on your order - you can cancel or substitute those items from the order status page or by contacting customer service.


Thanks for your feedback!
04/13/2011
Contributor: agf agf
Quote:
Originally posted by Ilya
We just implemented a few improvements to the warehouse system, which should eliminate the issue of products suddenly going out of stock.



The issue had nothing to do with product count not being updated with every order, it was ... more
so if at the moment we see our order status the product is in stock we can be sure the item will be shipped?
04/14/2011
Contributor: ShadowKitten ShadowKitten
Quote:
Originally posted by agf
so if at the moment we see our order status the product is in stock we can be sure the item will be shipped?
^ that's what I wanna know too heh
04/14/2011
Contributor: Ilya Ilya
(EdenFantasys)
Quote:
Originally posted by agf
so if at the moment we see our order status the product is in stock we can be sure the item will be shipped?
If in the order status page you see the item in stock, than yes, it will be shipped out to you same or next day, depending on the time it becomes available.

Also, here are some general rules how our system operates:

Back orders are always served first. If your item is back ordered and you see it come back in stock, that means that we received a shipment of that product, in a quantity that is enough to cover all back orders plus make it available for new purchases. Let's say there are 10 back orders for an item, and we receive a shipment of 10 products - this item will be shipped out to all back orders but will not become available for new purchases.

Orders are fulfilled in the order they were received. This is in regards to items going out of stock after you have placed an order. If multiple orders for the same item are placed around the same time and we don't have enough stock to fulfill all of them - then we fulfill whatever we can, starting from orders placed earlier.

Hope it's not too confusing
04/14/2011
Contributor: El-Jaro El-Jaro
With the amount of product that has moved from NJ to ATL AND the differences in warehouse management and staff (EF staff and Liberator staff), I'm impressed by how fast things are getting in order. Putting all that together can't have been easy.

Except for a few bumps, I think it's went better than expected.
04/14/2011
Contributor: Gingy Gingy
apparently my order was shipped out today (Wednesday) the Tuesday thing was probably just while in move.
Im more worried about the border fees everyone's complaining about.
12/07/2011
Contributor: Eva Schwaltz Eva Schwaltz
Orders are now shipped promptly, thanks EF!
01/07/2012