Brief Overview of Currently Active Statuses:

  • Orders are all shipping on time.
  • ALL shipping carriers are stating delays AND have suspended guaranteed delivery times for US and International Shipments.
    • Assume that your package could be delayed by the carrier.
  • Return processing is taking 7-10 business days due to limited PO Box pickups.
  • Inventory is still coming in so if something is out of stock click “Add to Wishlist” to be notified when it is restocked.
  • No Custom Work (other than print requests) is being performed at this time.

These active statuses are what impacts are currently active. We try to keep this information up to date as best we can as soon as we are aware of delays from any part of our business. Thank you for your patience and we appreciate your support during these times.

Detailed Overview of Currently Active Statuses:

Packages Taking Longer than Normal to Arrive

  • Expect that international shipments will take 30-60 days to arrive in most cases due to COVID19 causing delays with the carriers.
  • Expect that US shipments will take at least 5-9 days to arrive in some cases due to COVID19 causing delays with the carriers.
  • Claims can be opened once the following conditions are met:
    • US Packages – 20 business days since shipment
    • International Packages – 60 business days since shipment
  • If your order is delayed/lost we will get your order straightened out whether that is refunding or reshipping the order once the allotted time has passed and a claim is finalized with the shipping carrier and/or our order insurance carrier.
  • US-bound USPS First Class packages are taking up to 7-9 days and these do NOT have insurance on them.
    • If you want insurance upgrade the shipping to USPS Priority Mail or any UPS option.

~Samantha & Tim Hoogland

TH3D Owners


Detailed history and updates:

8/7/2020 Update:

It’s been almost a month since the last update so we wanted to post something to update you on some changes that we have made.

Shipping Insurance & Claims

We’ve partnered up with Route to handle our shipping claims to make the processes quicker and easier for our customers. This is on by default at checkout and is VERY cheap to insure your entire order. This means NO dealing with carriers for insurance claims, they handle it all within 5 days or less. If you opt out of the Route coverage and go with a shipping method that is insured we will still open a claim for you but the estimated time to resolve a claim is 14-20 business days as the carriers are taking a long time to resolve claims. Keep the Route protect on, it is 100% worth it in case something happens to your order.

Merch Products (Shirts, Mugs, Hats, etc)

The partner we were using (Printful) to fulfill our merch orders has completely failed to meet order expectations and support. We have removed all merch from the website until a new partner can be found who can actually ship orders in a reasonable amount of time. We take service and timeliness serious here so Printful had to go. All orders from them have shipped out, some took over a month.

7/8/2020 Update:

Shipping Times & Carrier Issues

Our shipping times are back to normal but we did experience a delay at the beginning of the week due to a staff shortage. Carriers are still showing delays with packages getting to customers due to COVID-19. We are seeing an increase in domestic shipping delays with USPS again. With COVID-19 cases on the rise in many states, there is a domino effect across many industries. Shipping carrier delays should be expected.

6/24/2020 Update:

Merch Orders (Shirts, Hats, Mugs, Hoodies, etc)

These are still taking 15-23 business days to be fulfilled. We are noticing that tshirts and polos are being sent out in about 1-2 weeks at most but it is still advised to not order any merch items if you do not want to wait the extended fulfillment times. If we get an update from our fulfillment provider on shipping times we will post another update.

6/18/2020 Update:

Shipping Times

Shipping times are still normal.

Inventory Updates

Inventory is coming in a little quicker than it was before but we are still experiencing abnormal shipping times than pre-COVID19. We will continually post updates on when new, high demand inventory is received in.

6/4/2020 Update:

Shipping Times

In terms of packages shipping out from us these are back on a normal schedule. We ship orders same day during the week if placed before 12PM CST and next business day if placed on the weekends or after 12PM CST.

Customer Service & Support Times

Ticket responses are typically next business day or sooner right now. We are in our final interviews on hiring an additional person to help with shipping claims as well as technical support tickets. After switching over to our new system with the new Help Center and the automations we are seeing quicker resolution times on tickets as well as many tickets being self-resolved through the Answer Bot system we rolled out.

5/26/2020 Update:

Shipping Carriers

All the shipping carriers have stated that all guaranteed delivery times are NOT guaranteed. This means that just because you select a faster shipping option from USPS or UPS it does NOT mean it will get there quicker and the carriers will not issue refunds for missing the window to deliver the package in. TH3D will not refund or partially refund shipping charges if a carrier misses the delivery date as we have no control over a package once it leaves our facility and the carriers will not refund us.

Customer Service & Support Times

In general and under normal circumstances we reply to our customers in a few hours but on and off we may experience higher than normal volumes of tickets. We’ve updated our SLA on the tickets to state a 24-72 hour reply time for tickets.

We are currently hiring additional staff positions for customer service/technical support to alleviate this bottleneck that happens from time to time. Thank you for your patience.

5/19/2020 Update:

Delayed Order Delivery & Shipping Claims

Orders are still taking longer than normal to reach our customers. The delivery times we are seeing and claim waiting periods are stated above this. Claims are being processed but there are more than normal. We are processing them as quickly as possible while also making sure that we are waiting the allotted time for the package to arrive. Due to COVID19 all shipping carriers are showing delays domestically and internationally.

EZBoards

EZBoards are in production but certain parts are hard to get a hold of in quantities that we requested. We are having them sent to us in batches so once a bulk of them are ready they are being sent to us from the assembler. We could speed up production by substituting parts but we will not do that as it would mean that the quality of the product could suffer as only the low cost options are plentiful right now.

5/13/2020 Update:

Delayed Order Delivery & Shipping Claims

Effective immediately if you open up a chargeback or PayPal dispute over an order taking too long to be delivered (especially without giving us a chance to open an insurance claim) we will no longer be assisting you with opening insurance claims and will be banned from all TH3D services, support, and warranties. Opening claims wastes time and we are limited on it right now. We will be focusing time and energy on customer tickets that do not open claims and/or disputes over orders that are taking longer to be delivered. There is literally a pandemic happening right now and orders WILL take longer to be delivered and this is reality right now. Causing us more work and stress because you are impatient will not make your order arrive any quicker.

5/6/2020 Update:

Merch Orders (TShirts, Mugs, Hats, etc)

Our merch partner (Printful) has stated that all orders will take 15-23 business days to fulfill due to increased demand. If you cannot wait this long for these kinds of items to arrive then please do not order them. We CANNOT cancel a merch order after 12 hours of it being placed due to how their system works.


5/5/2020 Update:

Return Processing

Returns are collected every Monday from our PO Box. We are limiting trips to limit exposure of our employees and the USPS employees. Due to these batches of returns and the time to collect please allow 7-10 business days for your return to be processed.

Product Pricing Changes

Due to the pandemic many domestic (US) and foreign companies that make filament are out of stock, slow to ship, or increasing cost on their filament. Due to an average of $10/roll increase that we’re paying now we’ve had to up the pricing on the printed parts a bit to cover this difference.


5/2/2020 Update:

Product Pricing Changes

Due to the pandemic many shipping carriers are increasing their pricing on shipments coming in to us. If you see any price increases in our shop this is why.


4/27/2020 Update:

Shipping Delay Resources

Wondering about shipping delays and impacts to your orders? This page that Shipstation has setup is excellent for seeing what services are impacted from almost every shipping carrier: https://www.shipstation.com/covid-19/


4/23/2020 Update:

Shipping Times

We would like to let everyone know that literally EVERY shipping carrier has stated that their shipments are experiencing delays due to the COVID-19 pandemic. Just assume that your order will take longer to get to you. We are shipping out in 1-2 days at most right now and doing our part to ship your orders. We WILL make sure your order is taken care of if you just give us time to address it with the carriers. We WILL open claims on your behalf it is just taking longer right now because of the amount of delayed packages due to CARRIER issues. Please do not cause us more work by opening up charge-backs or paypal disputes because USPS or UPS are taking longer to deliver your package, you will get your package. If you do open a dispute for a delayed shipment we will handle the claim but we will block you from purchasing things in the future. Opening disputes consumes time that we are already limited on and can cause us to lose the ability to accept payments.


4/22/2020 Update:

Shipping Times

Shipping times are 1-2 days. Most orders after Tuesday are shipping next day but please allow for the possibility of 1-2 days instead of the normal same day or next day shipping in the event of high order volumes. We are working as quickly as we can and our shipping team is 100% operational. Please allow extra time for your order to ship. USPS and UPS are picking up packages daily still.

Technical Support & Customer Service

Our ticket volume is higher than normal and most tickets are replied to in 48 hours or less. Please make sure you provide as much detailed information as you can so we can get you sorted out with less replies. Tickets assigned to Tim will be checked every other day at a minimum.

Staff

All our staff is back and healthy. Aaron and Rachel are back and working their normal hours.


4/7/2020 Update:

Shipping Times

During the beginning of the week (Monday through Tuesday) we are taking about 1-2 days to ship orders due to high order volumes. We are working as quickly as we can and our shipping team is 100% operational. Please allow extra time for your order to ship. USPS and UPS are picking up packages daily still.


4/1/2020 Update:

COVID-19 Face Shield Project

We have added 2 links to the site. One is for if you want to help us make shields and the other is for if you are in the medical or EMS field and want to request face shields. You can access both of these pages at the top of our website by hovering over the “COVID-19 Help” menu and selecting the page that you want for requesting shields or if you are a maker and want to help us out in making them.

Shipping Times

Shipping times are normal. USPS and UPS are picking up daily. Our shipping people are both working as normal.

Technical Support & Customer Service

Our ticket/email volume has leveled out. For the most part we are at normal response times (under 24 hours during business hours) for support tickets. The only tickets that will see a delay are ones assigned to Tim as he is managing the printer farm since Aaron is still out as a precaution.

ABS Parts

ABS Parts are up to speed as of right now. There should be no delays on ABS parts that are listed as in stock on the website.


3/27/2020 Update:

Print Farm Update

Tim spent 14 hours overhauling our printer farm and bringing more machines online. ABS parts may be delayed 1-2 days but we’re doing good to keep up with demand. We are utilizing our larger machines to help local healthcare workers safe by making face shields at no charge to them. We have enough capacity and machines to keep product parts and the face shields moving. Orders are still shipping out next day for the most part as our shipping staff is still working.

Technical Support & Customer Service

Our ticket/email volume has leveled out. For the most part we are at normal response times (under 24 hours during business hours) for support tickets. The only tickets that will see a delay are ones assigned to Tim as he is managing the printer farm since Aaron is still out as a precaution.

Phones

It is still recommended to contact us via our contact form but phones are being answered as normal again.


3/24/2020 Update:

Staff and Print Farm Updates

Any products with printed parts and custom prints may be delayed. Tim is taking over managing the printer farm so any tickets assigned to Tim will be delayed in receiving a reply. Our Print Farm manager Aaron has been out for about 2 weeks now but was not sick as a precaution as a family member was suspected to have COVID. He alerted us that his nephew was suspected to have COVID but ended up testing negative. However, due to Aaron visiting a hospital during that time off where he was potentially exposed to the virus when doing the testing we have put him on a 2 week leave until we know he is in the clear. We have work from home services setup but thanks to Comcast blocking the connection between our location and his he cannot work from home (thanks Comcast).


3/23/2020 Update:

This update is building on our previous update posted on 3/18/2020. We also are sending this update out to our email list as well. Going forward we will append all previous updates at the bottom of new update posts so you have all the updates in one location. Currently we are still shipping out orders as normal but there may be an additional 1-2 day delay soon. The Indiana Government has issued a stay at home order that starts Wednesday 3/25/2020 and this means that some employees of ours will not be able to make it in to the shop. If worse comes to worse Samantha and Tim will be packing orders if our employees that drive here cannot come into work due to the government stay at home order.

Return Processing

Returns will be delayed since we are limiting runs to the post office to collect from our P.O Box to increase social distancing per CDC recommendations. We will be picking up returns 1-2 times a week. This means that return processing will be slower than normal.

Inventory Update

We are finding it hard to source products from suppliers all across the globe or even find parts for the products. Pricing we are paying on some items is increasing as supply is limited so if pricing on some items increases this is because our cost is going up on the restock order. What we are getting in is being stocked on the website so if there is a product you want you and you get an in stock email you should order it immediately. If you get an in stock email from us, then go to purchase it a few hours later and it is out of stock that simply means that the stock we had was sold before you got to it. EZBoards are out of stock and will not be restocked for a while. Parts are still in short supply or completely out of stock for our board assembler so production is halted on these. We are NOT discontinuing the EZBoard, production is just delayed until the supply chain catches up. Once we have an update on production of the board we will be sure to let everyone know. EZFlex – FedEx surprised us with a partial shipment of the EZFlex plates and magnets. We did not expect to have these any time soon as tracking was not updating at all on them. Our shop people are processing these right now and stock will be added to the site no later than 3/24/2020. Every plate and magnet is inspected to make sure that they are 100% functional and any shipping or manufacturing issues are caught.

Technical Support and Customer Service

Right now we are still experiencing a higher than normal volume of emails that need replies. We are getting through them as quickly as possible. Please be patient as we are trying our best. We recommend emailing us through our contact form and not calling as our people that usually handle calls are focusing on the email replies and live chat. As much as we would like to keep phone lines a priority we cannot help as many people at the same time as we can through our email system.

Closing

Thank you everyone for your continued support. We hope that we’re able to get you the products you want to have something to do while we’re all stuck at home. We wish you all the best of luck and health in these times. We will be trying to do some livestreams this week so we can have some time that isn’t spent worrying about this terrible virus. Please take care of yourselves and make sure you are following the recommendations that are put out there from the CDC. We’ll all get through this together. Please be more patient and understanding to others in these times. We are all stressed out from this and kindness will go a long way.


Previous Update from 3/18/2020 (info in the above update overrides any overlapping info, it is provided for reference only):

Lets get this out of the way first. As of right now (3/18/20) TH3D Studio is filling orders as normal and shipping out every day that we are open. If that changes we will update everyone as soon as we know.

Inventory Impact

This virus outbreak has affected a lot of aspects of our business right now. Inventory is coming in but about 2-4 times slower than usual. Please do not contact us requesting updates on ETA on products as we do not even know them, this only wastes our service rep time right now. The best thing to do if there is something out of stock is to add to the notification list on that product page. Once we get stock you will get a notification via email when we add it to the website. As things change in the world we are anticipating that inventory coming in will be impacted more as this progresses. Please be patient and do not be abusive to us because we do not have something in stock. EZBoard Lite – Due to limitations on getting parts for the EZBoards we have paused all production on these until we can get parts again. Whatever inventory we have currently is what we will have for this product for the foreseeable future. Once we are able to get parts for these boards we will resume production on them. EZFlex System – We have a large order on the way but right now it is delayed in transit. There is no ETA on when this will actually arrive at our shop for processing.

Backorders

We have had disabled back-ordering on all our products earlier this year as people were cancelling back-orders which costs us time and money to do cancellations. In order to keep prices down and allow our employees to focus on customer service we are not doing back-orders on any products. This may change later once everything blows over and supply chains level out but we do not expect that to happen until at least late 2020 at the very least.

Technical Support and Customer Service

Our technical support and customer service are experiencing higher than normal volumes as many people are at home due to the virus. We are working as quickly as we can to reply to everyone. We ask that you please allow additional time for requests to be answered. People on the phones are being directed to focus on technical support and customer service through our ticketing system. If you need assistance with an order please send us an email for the quickest response. Using the contact form and fully filling out the form is highly recommended as then we have most of the information we need to process your request.

Virus Mitigation Efforts

We’re maintaining a high level of care to prevent spread of the infection here at TH3D. We’re following the CDC guidelines for disinfection of surfaces, peripherals, and other areas in our business. While none of our employees have been sick we are encouraging social distancing and proper hygiene practices for all our employees. If anyone here shows any signs of becoming sick they will be sent home immediately.

Sales

As of right now sales are lower than normal but still enough to keep operations running. If we experience issues with cash flow we will scale down operations and let everyone know what will be impacted. If there are any changes to our level of service we will be sure to communicate them as soon as we know.

Closing

Thank you for taking the time to read this. We hope everyone is staying safe. Please take the guidelines that are being issue by your local and federal governments seriously. If you want to learn more and educate yourself on this check out the CDC Coronavirus (COVID-19) page. It is important to stay calm but be aware of the precautions that need to be taken to minimize the spread of the virus. Please do not go out and buy in excess from stores but do ensure that you have a few weeks of food supplies on hand in case you do get quarantined. The WHO Coronavirus (COVID-19) page also has a lot of information on the virus as well.