Like so many of our couples, we’ve been following the updates about the COVID-19 crisis daily (hourly, right?), and adjusting to lots of new normals. We’ll stay home until told otherwise, but we’re also thinking ahead to how Zola couples and the business will be affected in the coming months.
One obvious area, though it doesn’t normally get a lot of airtime, is operations. We’re so proud of the logistical gymnastics that goes into our “ship anytime” promise to couples. We know it’s a feature you love. Right now, however, our many warehouses are following the state-mandated stay-at-home orders and are currently closed.
Here’s a bit more about what we know, and what to do if your item is on backorder or has longer than normal ship dates.
How are the stay-at-home measures affecting Zola?
Zola teams in NYC, Charlottesville, and Montreal are all self-isolating and working from home. Some of our shipping partners won’t operate during the state-mandated closures of all non-essential businesses in these regions.
This will inevitably mean longer than usual ship dates—you may have noticed updated shipping info in your registry. For any in-progress orders, you’ll get a note from our customer service team with a new backorder date. Most important: Your order is safe and we have all the info we need to send it out as soon as possible.
How will I know if my item is delayed?
We always notify couples about backorders and will continue with this communication, though inevitably at a higher volume than normal. If you get an email like this, know that it’s an FYI and you don’t need to do anything. Maybe just rearrange some furniture or make space in your cupboards for your newest addition.
Do I need to change anything on my order?
Not a thing. The order is in and doesn’t need repurchasing. It’s just a matter of getting it to you as quickly as possible. Unless something changes on your end (an address, timing, etc.), we’ll process and ship the item with the existing delivery instructions.
Can I get a refund if I don’t want to wait?
Absolutely. If you’re canceling an item you personally purchased, we’ll refund your original payment. If you change your mind about an item bought by someone else, you’ll receive Zola Store Credit. This never expires and can be used on any product and promotion on Zola.com.
Can my guests still purchase things off my registry?
Yes! Even with the possibility of delayed shipping times, this doesn’t affect what your guests are able to purchase. Your registry is in tact and we are still accepting all orders.
We totally understand that this is a frustrating and sometimes stressful ordeal. As always, we’re here to help you as much as possible. If your registry orders are affected, or you just need some advice, please get in touch anytime. You can email email@example.com or call 1 (408) 657-ZOLA (9652).