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Tennessee Valley Pecan Company Statement Regarding Shipping Delays

Our entire team at Tennessee Valley Pecan Company values packaging your orders this holiday season and we are honored to play a role in your gift-giving, especially during such a tumultuous time. As you are probably already aware, shipping delays continue globally due to a combination of unprecedented volume and COVID impacts within the shipping channels themselves (employees out sick, quarantining, etc.). This is causing delays of unprecedented proportions in some areas and no delays whatsoever in others.

A few issues that might impact you:

  • Tracking information showing as “pre-shipment” or “label created” with no confirmation of being picked up by USPS. If a tracking number was generated for your package(s), it has left our facility and it IS en route to the destination. Not all packages are scanned into the system, so will travel without updates. 
  • If you did not receive a tracking number for your item, e-mail us at: info@tnvalleypecan.com and we will supply it. Tracking e-mails tend to get caught in spam filters and may not arrive in your inbox. Please check your junk folder before contacting our store, due to high call and e-mail volume. 
  • Tracking information shows it is “Arriving Late” or “moving through the system” dated several days earlier. This means that the item is in an area experiencing delays.

What can you do?

1. Place your order as soon as possible, allowing more time for fulfillment and travel.

2. Double check names and addresses prior to placing your order to avoid even greater delays if an item is not deliverable. 

3. If you are concerned a package is not arriving in a timely manner and your tracking number indicates one of the above messages, it is best to reach out to USPS directly. Follow this link to submit a help ticket: https://usps.force.com/emailus/s/, or call your local post office with the tracking information.

Our Efforts

As indicated in our shipping policy, it may take several days to fulfill an item during our peak season; though, we work hard to get items in the pipeline as soon as possible. Once a package leaves our facility, we cannot be responsible for delivery issues. The responsibility for the package transfers to the post office or shipping provider. The tracking number supplied through our website is a service we gladly provide, but we are ultimately just the messenger.

We also cannot guarantee delivery by a specific date, since that is up to the delivery service. As outlined on each product page, requested delivery dates are estimates.

To better serve you once the delays became apparent, all items were shipped Priority Mail, so packages are eligible for insurance and you can elect to submit a claim with the post office, if applicable. More details are available at the USPS page that displays your specific tracking number.

It is also important to note that we package our items to withstand delivery delays – items are heat-sealed, pies are cold-packed, and boxes are sealed tightly before leaving our facility. Even if an item does not arrive by a desired date, it is our hope that it will still be enjoyed by the recipient when it does make it to its destination.

Customer satisfaction remains our top priority and cornerstone of our small business. Many people are experiencing a crash course in all that can go wrong with shipping since the pandemic started, so we ask for your continued patience and understanding that unless an error was made before it was shipped, delays are not the fault of the small business.  We share your frustration and are committed to doing all we can to make sure your gourmet food products are in the hands of you, or your recipients as soon as possible.

If you have additional questions, please feel free to e-mail us at: info@tnvalleypecan.com.

Thank you, again, for selecting Tennessee Valley Pecan Company products this season and we look forward to supplying your gourmet confections for years to come! 

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