Reply from SmallsApr 16, 2023
Thank you so much for taking the time to provide us with your feedback, and we’re sorry to hear that you had a negative experience. I can see that a team member reached out to you this morning and issued that refund, but we'd be happy to help dispel some of your concerns here.
To begin with, we would like to clarify that our phone number is a text line, and we can be reached via text or email during our business hours, which are Monday-Thursday: 10 AM-7 PM EST, Friday: 10 AM-6 PM EST, and Saturday-Sunday: 1 PM-6 PM EST. Our goal is to respond to all inquiries within one business day. I can see that you reached out via text on 4/12, and our team responded the same day.
Smalls prides itself in our transparency, and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST.
We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it.
If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on Friday can be cancelled as long as we hear from you before Sunday at 3PM EST. After this time, our warehouse receive a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order. 😿
