Covid-19 and UntilGone.com

UntilGone.com remains committed to our customers and employees while staying flexible and responsive to the changes taking place across our country. As conditions change, we recognize that our customers and their orders may be affected. Our Customer Support team is here to help through email and chat 7 days a weekSee our Contact Us page for help.

Covid-19 FAQ

 

Will my order be delayed?

We are seeing some delays at the moment at a few warehouse locations which we are monitoring closely.  All of the major shipping carriers are experiencing delays due to consumers relying more heavily on online orders and understaffing. This is affecting some local delivery areas more than others, but also is causing some issues with scanning of packages for tracking meaning that products are in process even if the carrier doesn't reflect that. We monitor all orders for shipping compliance and will address any delays as we find them.

Why does my USPS order show delivered when it is not?  Why is my package not moving?

In some cases, it seems USPS may be struggling with scanning a package even though it is moving. We have seen cases of this with departure scanning (when it's picked up) as well as scanning a package as delivered when the local post office is sorting it for delivery rather than when it is actually delivered. If you receive a delivery notification for a package shipped USPS, but it hasn't actually arrived please allow 2-3 days or check with your local Post Office for clarity.

Why was my order canceled? Why was my exchange refunded?

A small number of our suppliers are under “Shelter in Place” restrictions and have closed their warehouses. While we remove any impacted products as quickly as possible, due to the rapidly changing environment some orders may be placed before we can do this. These orders will be canceled and any outstanding replacement orders refunded rather than shipped. In some cases, suppliers have limited staff and are unable to maintain accurate inventory counts. We continue to work closely with these suppliers to manage their inventory as much as possible and remove those that can't reliably fulfill your orders.  

What about my return or customer support request?

Some of our suppliers may take longer than usual to respond to requests regarding defective products or product questions. In addition, some returned items may not be received at closed warehouses. Our Customer Support team will address these problems as they arise.

If a customer is under “Shelter in Place” restrictions and needs to return a product, we will be flexible with our return policy. Please contact us.

Why is product X no longer available?

Some of our suppliers are under “Shelter in Place” restrictions and have closed their warehouses. Customers should sign up for a Back in Stock notification and will receive an email when the warehouse re-opens and the item becomes available.

What about my coupon?  

We will do our best to honor coupons and discount codes at a later date if the products become available at comparable pricing for any products that have been removed due to warehouse closures. 

What about the UntilGone.com team?

All of our employees are working from home to limit their exposure and the company is committed to supporting them with sick leave if needed. We are also operating on a flexible basis as our staff deals with childcare needs for themselves or in support of other family members who are first responders or frontline medical staff. We are monitoring the situation closely and will adjust as needed. 

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