Shipping & Processing Update!
Shipping & Processing Update
Thanks SO MUCH for shopping with us during our 4th Birthday Sale!
Update April 1st: The team has made AMAZING progress and we've shipped over 80% of all orders over the Birthday Sale. For those still waiting for their shipping confirmation, it won't be too much longer. We thank you for your patience - your goodies will be with you ASAP!
We wanted to reach out as we know you are eagerly and patiently awaiting your hideAWAY goodies! Here's quick update and some frequently asked questions regarding processing & shipping of orders during the sale period.
Our team is working hard to ensure your orders are processed quickly! While some of you might have already received your orders, we do ask for patience during Sale Events as it can take 7-15 Business Days over our normal processing time to fully process some orders. After a few unprecedented days of rain along the East coast, there might also be some shipping delays with our providers due to flooding.
While we prepare plenty of stock for Sale Events, we are sometimes overwhelmed by the amazing amount of support and interest in our products. During Sale Events we allocate pre-made stock but also make stock to order, which is why it can take a little longer to process your orders, or why some of your orders might arrive before others. If you wanted to check in on your order, please don't hesitate to get in touch with Sharni in Customer Support at orders@hideaway.online or even easier via the Live Chat button on the website!
Rest assured Lin, Lyla and the entire Production & Picking/Packing crew are working their butts off to get your goodies out to you as soon as possible! Check out the FAQ's below for more info.
FAQ's
How do I get in touch regarding my order or if I have any questions? The best way to keep updated is to get in touch with Sharni via orders@hideaway.online or via online chat. She will have all the info for you regarding your order & can help with any questions you might have.
I haven't received my Order Confirmation E-mail. Although you should generally receive your Order Confirmation immediately after purchase via E-mail, sometimes they get stuck in the system or in Spam! Not to worry, just get in touch via orders@hideaway.online or via Live Chat and we can help you out.
I haven't received my Shipping Confirmation E-mail. Shipping confirmation emails are sent out when an order is done processing. During sale events, processing can take 7-15 Business Days over our usual processing times, so we ask for patience while we work through all the orders placed during the sale.
Why are your products made to order? While a lot of our stock is pre-made ready for Sale Events, we do also make some to order if we have raw ingredients available. Depending on the demand for a certain line of products, it might require us to make some to order. We have all the ingredients ready to go and its up to our Production Crew led by Lin to make them into the products you know and love! This is why we ask for a few more business days to process orders during peak Sale Events. If we have no more raw ingredients available, that product is then "sold out".
I paid for Express Shipping, will my order be processed quicker? Paying for Express Shipping does not mean your orders will be processed quicker, it just means they will be shipped to you on Australia Posts's Express network and will arrive as fast as possible once shipped. We do offer another service from time to time, "Priority Handling", which means your orders will be processed quicker, however this isn't currently available.
I made an international order, will it take longer? International orders will take longer than local orders, however the best way to keep updated is to get in touch with Sharni via orders@hideaway.online or via online chat. Due to flight restrictions/availability with Covid-19, unfortunately they will take quite a bit longer to arrive and in rare cases travel by boat. But not to worry, your goodies will be on their way to you in no time!
xx Ashy, Steve & Taj
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