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How Valentino Unlimited is adapting to Covid-19
Valentino Unlimited works with fulfillment partners to print and ship our orders. We’re in regular communication with them for the latest updates of what’s going on.
Since our last Covid-19 update, we've been keeping our teams safe and scaling up to meet demand. We're continuing to see order volume that's typical during the Black Friday shopping season. So adapting to that spike in growth while following social distancing and health guidelines has been challenging.
We've been making good progress, but we're not in the clear yet. We want to share another update about what we've been doing and what you need to know.
We're still experiencing longer than usual fulfillment times for DTG, embroidery, and all-over print products, especially in the US. We're working hard to improve these categories, mainly by investing in more printing equipment and hiring additional fulfillment staff.
This week in Charlotte, we've grown our DTG output by 18% and our embroidery by 16% compared to the previous week. Our goal is to continue increasing our weekly output at a fast pace.
A lot of product categories are getting faster. Some are being fulfilled in under 4 business days, like jewelry and phone cases. Take a look at our Covid-19 FAQ for current estimates.
You can continue to expect shipping delays worldwide. It's hard to give specific estimates because not all carriers update detailed data, and not all orders have tracking. As of now, we've observed that US domestic orders may take up to an additional 5 days on top of the estimated delivery time. Orders from the US to Canada can take an additional 7 days.
Our support team is doing their best to answer each customer query thoughtfully, although it's taking longer than usual. Our phone service is temporarily disabled, and we're usually available on live chat Monday–Friday during US business hours. We are working around the clock to answer emails; our average reply time is approx 1 day. We're actively hiring more customer service teammates so we can get back to supporting you faster.
Thank you for reading, and thank you for your patience. We're doing everything we can to continue supporting your business and adapting to the challenges ahead.
Keep checking in on our Covid-19 FAQ for the latest updates.