On Friday, April 29th, my wife and I welcomed our sweet baby girl to the world. Unfortunately, there was a medical emergency after she was born she had to be airlifted to a specialist hospital. We will be staying at a hotel nearby the hospital for a while so that we can be close to her. As of today, May 2nd, our baby girl is doing much better and on the road to recovery, although it may take a few weeks!
You may not know this, but Neat Tools is a 1-man show, run by yours truly. I do everything, from customer support, manufacturing products, and developing products, to even packaging and shipping orders. Since I will not be at the office for a while, I won’t be able to get all these done, except for some customer service occasionally at night.
Luckily I have some amazing family members who have graciously offered to help get orders out the door for me. It might take them a few days for them to get into the flow of things and for me to remotely train them, but hopefully, they will be able to start rocking through our order queue again and get everyone's orders out as soon as possible.
Before our medical emergency, we were dealing with some delays in our filament for our 3D printers, which put us behind on print orders quite a bit already. Luckily we did receive it this last week and were able to start printing orders again. We also placed an order for LOTS more 3D Printers, so once those arrive and are set up later this month, we should be able to rock through orders with ease.
To be completely transparent with everyone we currently have about 100 open 3D print orders, dating back to early April. A few of these early April orders might be printed already though and just need to be shipped out. We understand that orders taking so long to ship out can be super frustrating on the consumer side of things, and we really appreciate everyone's patience and understanding during this time.
If you have an open order, you will automatically be emailed tracking info (or texted if opted in for texts instead of emails) once your order has shipped out. Please keep an eye on your spam folder as well, as sometimes the tracking email can end up in there. Our current Lead Time was set for about 2-4 Weeks before shipping which will hopefully stay true for open orders. We are going to set our Lead Times, going forward, to between 4-6 Weeks to give us ample time to get through everything and get to rocking through orders again. Our Lead Times are also always posted on our website header banner and the FAQ page.
Thank you once again to all of our amazing customers for not only supporting our small family-owned business but also for your patience and understanding during times like this.
If you have any questions or concerns, please shoot me an email at firstname.lastname@example.org