On Monday, 3/16, San Francisco was given the order to shelter in place to help stop the spread of the Coronavirus. We've had to make some adjustments and changes to our contact center and support process during this time.
We are working with limited staffing
During this time, we're working with reduced staffing and request time-frames have been increased. Typically, we reply within a few business hours. This means that your email message may take up to 48 hours to receive a reply. During that time, you're encouraged to browse our FAQs as we've published hundreds of articles that have helped customers in the past. We've also set up a COVID-19 FAQ that can answer specific questions about this time.
We are currently not offering phone support
In an effort to streamline the staffing that we do have, we've temporarily paused phone support while we wait out this event. We've also done this to protect sensitive customer data as well such as placing phone orders with credit card information.
What support are you offering?
In order to receive support, we ask that you please send us a message using our contact form here and fill out as much information as you know so we can provide the fastest support. If you're the receiver of an arrangement, please provide us with your shipping address so we can locate the order in our systems. The less we have to email you back to request additional information, the faster we can provide solutions and support.
You can also browse through the COVID-19 support FAQ's we've set up during this time to answer questions about shipping and orders. We'll update this as the situation progresses.
Thank you so much for your business and support during this time. We really appreciate it!