So you decided to shop small? God bless you. Time to adjust your expectations. Expectations have been set by the immediacy of well...everything these days. Especially the expectations around online orders--thank you, Amazon. I'll give your a brief run down of what things look like around Hinterland Head Quarters. There's usually one or two people working. I work around the clock, and I still cannot compete with big companies. As a human that sucks and is unsustainable, so I am trying to take more time off and that means not pleasing everyone all the time. When you call the Hinterland phone line, it's HR, the CEO, the Shipping Dept, the Design Dept, the Customer Service Dept, the Coffee Roasting Dept, the Screen Printing Department...etc etc etc. It's my cell phone number...full stop. Hopefully you get the idea. Customers: you're going to have to understand we don't stock tons of back stock; we don't print dozens of shirts. We roast coffee orders on demand (when the sale happens), we order the apparel and print when we get the order. We are seven years old, we've grown exponentially over the years but we are still very small. Staying small allows me focus on the quality of the items we put out into the world; it allows me to source from smaller farms and manufacturers. Things you can expect from us: good communication. We ship FAST for a company as small as we are. Our average is 1-2 weeks, and during COVID sometimes the wait is longer because we are waiting on the materials from the supply chain (ink, green beans, blank shirts, office supplies, etc). Everything has been affected by the pandemic AND even if we're slower than Amazon because of COVID: why would you have unrealistic expectations of a small business that sells shirts and coffee beans? You have my absolute attention if you've ordered one sticker, or our entire line of apparel. BUT--and I cannot make this clear enough--you must be kind and understanding. I will refund anyone's order and bar them from ordering again if they become disrespectful/rude. Happily. We are here for the weirdos and feral humans who love coffee and sustainable clothing. We are not here at the beck and call of faceless consumers hiding behind the shield of internet anonymity. We know most of our customers, and we love the relationships we have with them. We'd like to keep it this way--our way--even if it's not the best business practice, we sleep well at night, and right now that's enough for us. Please email me with any questions, queries, etc. I love to hear from you. [email protected] |