2nd Day Air Upgrade Pricing
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"This is an emergency. If I order 2nd day air by 1 pm Pacific Standard Time do you absolutely, positively, guarantee that
I'll get it within two days?"
We'd like to be able to guarantee that 100%, but that is impossible unless we delivered it ourselves.
We can never guarantee that since once it leaves our hands, we are not there every step of the way.
Our guestimate of UPS delivering a 2nd day package that we ship, and it arriving within two working days, is probably about 90% of the time; and 98% of the time
it will arrive within three working days. It can be frustrating at times (for you and us)
that a 2nd day parcel takes 3 or more days. It isn't our "fault" and
yet we suffer in the eyes of our customers when UPS fails to deliver as promised. UPS, overall, does a fine job, but sometimes they
are human. Should you place a 2nd day order and it arrives in more than 3 working days (excludes the date that you place the order), we will deduct the above extra charges (if
you are at home at the time that UPS attempts to deliver your products).
If this is a "real" emergency, then it is best if you order elsewhere; as we can only be responsible for the additional
charges and not any incidental lost revenues, etc. for you. If the product(s) that you order are "in stock" (and your shipping information and credit
card goes through), then we promise to ship your product(s) within 24 hours (of a working day). But we can never
guarantee, 100%, that your product will arrive within 48 hours after that; and in no case will we be held responsible
if your order is held up someplace.
"I'd like to get my products next day. Do you offer that?"
In 1995-1997 we did offer next day air. We found that our customers'
satisfaction rate was less than 95% with next day air. This is not an "acceptable" level for us.
We desire a close to 100% satisfaction rate. Most delays are out of our hands due to shippers not delivering on time.
The other problem was that people would order after our noon PST deadline and still expect it next day.
Also, we found that next day shipping of plumbing products was generally for extreme emergencies,
and if the customer was able to solve their problem earlier; then they would cancel after the product had shipped.
We haven't offered next day air since 1998 and our current customer satisfaction rate is where we would like it to be.
We offer second day air. But please understand that 2nd day air (to UPS) means; two (sometimes 3) working days and that means if you order it on Friday
(before noon Pacific Standard Time) then it "should" arrive
on Tuesday (but it could be as late as Wednesday).
"The big won't beat the small - the fast will beat the slow."
-John Chambers
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