May 8, 2020
Due to local government measures in place, our shipping capacity for both the USA and Canada is be greatly reduced. We are operating with significantly reduced warehouse staff, but will do our utmost to fulfill all orders placed by our customers, with a particular priority to orders for the government and healthcare sectors as well as other essential business orders. However, delays of several days over the usual lead times are possible, and your patience in this regard is most appreciated. Our customer service team will be in touch with any customers we are unable to ship in a timely manner to arrange for either a backorder or an order cancellation.
Due to safety and staffing issues, we will not be able to process customer returns until the end of the pandemic period. The usual return deadline of 30 days is extended to the end of the pandemic period for all orders placed on or after March 31st. For your convenience, in the case of defective product requiring replacement, we will be able to send replacement product without first requiring receipt of the defective merchandise. For details, to arrange for a product return, or to obtain tech support for a purchase, feel free to contact us at any time.
Our office staff has been working from the comfort and safety of their homes since March 16th. We strive to continue providing the excellent customer service and technical support that InkOwl is known for, manning our phone lines at 1-888-446-5695 and responding to all email and chat inquiries in a timely manner. That said, wait times on the phone may at times be much longer than usual. For non-urgent customer service and tech support inquiries, it is recommended to write to us at firstname.lastname@example.org instead.
The health and safety of our staff, our customers, and our wider community is our top priority. To protect our customers and staff, we have substantially reduced the number of warehouse employees on-site and have implemented strict hygiene and distancing measures including frequent sanitization of workspaces, frequent handwashing, and separation between employees. We also closed our warehouse to local pickups as of March 13th. We continue to encourage all our staff to avoid non-essential outings and visits, and encourage our customer base to do the same. We are constantly monitoring developments in our local community and continuously evaluating our situation, and will be updating this page regularly.
Once again, we would like to thank our customers for their support and patronage. We wish all of you nothing but the best during this trying time! Should you have any questions or concerns, you can contact us at any time.
The InkOwl Team