Our entire team at Tennessee Valley Pecan Company has enjoyed putting together your packages this holiday season and we are honored to have played a role in your gift-giving, especially during such a tumultuous year. As you are probably already aware, shipping delays are occurring throughout the country 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 we have noticed this season that might be impacting you:
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.
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. 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 this season, 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: email@example.com.
Thank you, again, for selecting Tennessee Valley Pecan Company products this season and we wish you health and happiness in the New Year.
E-Commerce & Corporate Sales Manager