Even during these times that require extra care, we are, as always, processing your orders in a timely fashion (usually the day after your order is received, or the next day).
Once your order is processed, a tracking code is generated - and that is when you receive the email that states your order has been shipped. Then, the package leaves our hands and is sent to a packing and sorting facility where it is officially entered by the carrier into their tracking system. This is when you can start seeing tracking updates.
Naturally, everybody is favouring online shopping for safety reasons. At this time, Canada Post is seeing record-high shipments, even over Christmas numbers. They are working in every possible way to meet this demand, with approximately 2 million parcels being delivered daily - triple what is usual for this time of year!
Due to this exceedingly high volume being handled by postal facilities, each part of the process once a package leaves our hands can take longer than usual.
You may have noticed that there is a delay between receiving your tracking code and being able to track it online. That is because our packing facility is faced with a much larger amount of packages, taking longer to enter them into the official tracking system. At this time we recommend that you wait at least a week before checking for updates.
After it is entered into the tracking system, every other step of the way is also facing delays, and packages are sometimes being rerouted to help meet demands. That means that once your parcel gets going, it may move much slower, and possibly take much longer to get to you.
We will continue to process your orders in a timely manner and provide the best service we can. However, once the packages are submitted to the sorting facility, they are out of our hands and we unfortunately have no way to speed up the process.
We are all facing unprecedented circumstances, and delivery times have been more unpredictable than ever before - we've been seeing everything between regular delivery times and weeks-long waits. Delivery timelines cannot be guaranteed anymore.
At this point, we kindly ask for your patience. We at Diane Kennedy are thankful for your continued support, and hope things will start improving soon. We will, as always, keep you updated.
You may have heard that we are moving at the end of this month. It's coming up very quickly, and we are hard at work with packing, so as of this moment our showroom is no longer open for in-person shopping or appointments.
Please know we're always available by email to help you with fit and any other questions you may have.
Thank you for your patience and understanding while we navigate our changing reality, and rest assured that our priority is always to give you the best service and all the assistance that you may require.