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FULFILLMENT - UNDERSTANDING THE PROCESS .PT2

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So... on our last post we discussed the ordering process a bit, and how you can access the website to track your order. Now we will continue forward with what happens next, once you enter your information into the fields on the TRACK MY ORDER page. 

Once the page auto-scrolls down, you should see a form that looks something like this (SEE BELOW). Assuming that you are like most of our customers during 'The Legend' campaign, your order will likely be sitting in our system waiting to be processed for a while longer than usual (we are currently experiencing a 2-3 week delay). If this is the case, you should see the word 'PROCESSING' in the STATUS field. 

What does 'PROCESSING' mean? It means that your order has been received and cataloged into our system with a date stamp as an 'open order'. Until we process all of the open orders ahead of yours, it will remain in the 'processing' status. Don't worry if you continue to see this. As we mentioned earlier... 'The Legend' campaign has literally grown like wildfire over the last week. Our distribution center has been overwhelmed with additional packages to ship, and we are doing everything that we can to ensure your package is fulfilled/shipped just as fast as possible! Once your package 'IS' fulfilled for shipment, you will receive a confirmation email within seconds, confirming that your shipping service label has been printed! 

The image above is what a shipment confirmation email looks like. If you receive one of these, it means that our fine folks in the shipping department at Forged® have packed your order and printed a service label for your package. This does NOT mean that your package has already shipped though...

 Be sure to read all of the information carefully in this email. We have included a strategically placed note, just above the tracking number. It reads the following; "Please note; real time tracking information (after clicking link below) will not appear until FedEx scans your package at 5pm Pacific Standard Time." This means that your 'in-transit' tracking information will not begin to generate any data until your package is scanned onto a truck later that evening (typically after 5pm PST). Now here is where you will need to pay close attention... Since we are currently experiencing delays, from 'The Legend' campaign, our distribution has added a second shift (AFTER 5pm PST). If your package is fulfilled after the daily pick up, your tracking information will not display until the following days pickup.

For example; If your package is fulfilled at 10pm PST on a Tuesday, and marked as shipped (generating the confirmation email), the tracking number associated will not generate any data until it is scanned onto a truck on Wednesday evening after 5pm PST. Otherwise, (until it is scanned) the tracking data will likely display the following information (SEE BELOW) until it receives a scan onto a truck.

Here is where many of our customers start to worry (DON'T WORRY)...

You are in good hands with Forged®. We are very educated in the world of shipping, and how the FedEx (and USPS) processes work. Although it is our opinion that the message displayed in the image above creates some confusion for our customers (perhaps FedEx should consider revising the message) we can assure you that we didn't just pull a random tracking number out of the air and email it to you without any knowledge of what is going on. We are very aware of what this message means, and why you see it. Please re-read the paragraph above that explains how the scans work, and when tracking data will be generated for your shipment. This confusing 'NOT FOUND' message from FedEx will be displayed until your package is scanned onto a truck later that evening or the following business day. 

After your receive your shipment confirmation email, please be sure to visit the TRACK MY ORDER feature at Forged.com to access all of the latest information about your order. Instead of the STATUS field displaying 'PROCESSING', it should now display 'COMPLETED', as well as provide you with a tracking number in the TRACKING field. Simply click your tracking number, and an additional tab will open in your browser to display the FedEx interface with in-transit data (assuming it has been scanned onto a truck). 

SOMETIMES THINGS HAPPEN... In the event that we are in the middle of a HUGE campaign, like the one we are now, please understand that the occasional issue may arise on our end. In the event that we run into an issue we cannot handle in a timely manner, please expect one of our Customer Service staff to reach out to you with direct communication. We are aware of ALL orders placed through Forged.com, and not one of them is forgotten. Typically, if you do not hear from us directly, everything is just fine with your order :)

If you should ever experience any issues or have any questions or concerns regarding your order at Forged.com, please do not hesitate to reach out to us immediately. One of our friendly staff will be MORE than happy to assist you in any way that we can. We want your experience with Forged® to be 'one of a kind', and we will ensure that you receive only our very best!

Thank you for your continued support!

4 comments

  • Dave Devs: March 17, 2015

    I am a British Soldier deployed on operation in West Africa and would like to thank Ariel for her help in processing my order for my ‘Legend’ T-shirt and other Forged items. I can’t wait to wear them. Thank you

  • Nikki: February 10, 2015

    I don’t mind the wait at all. Thanks for explaining the process. Very excited for my shirts to come in but I’ll wait. It’s for a great cause!!!

  • Eric Robertson : September 12, 2014

    Great company, great cause. Thanks for what you all do!

  • Phillip Sones: August 26, 2014

    Thanks for the info. Prepared to wait till hell freezes over for my shirts. Just happy I was able to do something to help the Kyle family. Make it a great day.

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