Feedback we’ve received about our shipping delays directly from customers as well as via social media haven’t gone unnoticed, and the critique has been justified.
By placing an order with us, you also placed your trust in us to receive your goods in a timely manner or at least receive transparent status updates. We know full well we did not meet those expectations, and today want to finally provide you with good news.
As you may already know, hundreds of orders bound for countries outside the EU were impacted by incomplete export documentation. Some packages were in limbo, others returned to our new warehouse, often undocumented until recently. It’s been a laborious process sorting out each individual case in order to reconcile the situation.
The good news is we will be
reshipping your order, for which you should receive a tracking number update as soon as your parcels are handed over to UPS. This should happen within the next few business days. You will also find updates in your Fanatec account.
Please note that UPS may bill the import charges for this reshipment to you. However, we will credit you any import charges on your original shipment if you are prompted to pay a second time if
- you already paid these and can provide us with a copy of both UPS invoices,
- and provide us with either your PayPal account or bank transfer data.
Finally, we know a simple reshipment of your order is not enough to help you regain confidence in us as a reliable service partner. For this reason, we will be reaching out to you as soon as we’ve processed all open orders with a proper apology, in the hopes that a gesture of goodwill on our part is the first step in doing right by you.
Thank you for bearing with our challenges for so long.