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Covid-19 Shipping FAQ

This pandemic has been a confusing and frustrating time for everyone. Please trust us when we say we completely understand and fully share the frustration with you all, our dear valued customers. We started Bobo's House in hopes of creating joy and happiness and wanted to share that with everyone around the world, yet lately, due to delays from the shortage of flights/trucks/freight capacity, manpower, and an unprecedented spike in volume that has created the perfect storm of issues, we sometimes feel that we are achieving the exact opposite and it hurts us to see our customers angry and frustrated.

However, if any of you guys have been following us either on IG, FB, Tiktok or just via emails/message, you know that our (very small) team has been working very hard to provide the most up to date information and try to be as personable and understanding as possible to our customers' concerns. I am deeply touched by the effort my team puts in into every email, every hours-long calls into customs and logistics representative, into suppliers overseas and I can't be more proud of the hard work and effort that's being poured in around the clock by my team. 

I wanted to write this brief message to thank you all for your continued support in our mission and for the patience and understanding that have been displayed by the overwhelming majority of our customers. We wanted to write this message and create this page with some of the most up to date information as we can to provide you all with as much transparency as possible and will be updating this as we find out more details through this pandemic.

In this dark and confusing time, we hope to be able to provide a safe place for everyone to come and just forget, even for a few moments, about what's been going on over the world. We love and appreciate you all so much and hope everyone stays healthy, happy and safe. 

- Bobo's House Founders

Frequently Asked Questions

  • My tracking number does not work or shows as "invalid"?

A number of customers have reached out about this issue and we have been trying to work on a streamlined solution where every single package is being tracked correctly via the automated emails sent out post purchase. We believe we have found the solution to this bug that has been going on for a couple of weeks now but will need time to confirm that our customers are getting the correct information since this is still brand new. 

In the meantime, we have updated and have switched entirely to a new tracking system that should be linked to all emails moving forward starting from 4/29/2020 and have updated the link to the tracking page on our site (screenshots below). All you need to do is enter your order number and email that was used at the time of checkout to find the whereabouts of your packages. 

Please note, because of the spike in volume and decrease in manpower, companies no longer routinely scan every individual package and tracking information may not be updated right away. In some instances, items have been delivered before the scan even shows up or have been updated. If your tracking information has not changed for a long time, please keep it mind that that may not be a definitive indication that it hasn't moved and may simply have not been scanned. Please feel free to reach out to our team member and we can look further into the tracking number for you if you would like but be assured that, for the most part, your packages should still be moving and can still be delivered to you before the tracking information is updated.

We sincerely apologize to our customers who have been having trouble seeing their tracking information for all packages and we are actively looking for ways to improve with this issue. Thank you all in advance for being so understanding with us as we try to figure this one out! 

  • Other reasons that my tracking number has not been updated? 

The delays are made drastically worse by global travel bans in which incoming passenger flights have been dramatically cut and freight flights are extremely backlogged. In addition, due to global quarantine efforts, with the majority of the population in the world staying at home, online orders have seen massive spikes that can be equated to levels seen during the holiday season like Black Friday/Christmas which further strains our already severely compromised logistic networks. 

If your order has not shown any updates for 2-4 weeks, that may due to the very little flights coming into your particular country or very little capacity on trucks moving around domestically. In these cases, there is unfortunately very little we can do but wait since sending out another replacement package will end up with the same results and worsen delays. Below are the countries that are most impacted from customer data:

  1. United States: delays up to 15 to 25 additional business days. *** 

  2. Canada: delays up to 15 to 25 additional business days. ***
  3. Australia: delays up to 15 to 25 additional business days. ***
  4. France: delays up to 8 to 12 additional business days.
  5. Spain: delays up to 10 to 15 additional business days.
  6. Italy: delays up to 15 to 20 additional business days.
  7. All other countries: 15 to 20 additional business days.

*Please note that these are also just estimates and can change almost daily. Thankfully there are days where things have been improving but to err on the side of caution, we do not advise you to order anything for special events such as birthdays, mother's days, anniversaries, etc for the time being. 

***These countries are increasingly experiencing worse delays as the effects compounds overtime. Please be advised that anything ordered beyond April will likely be experiencing longer than expected delays***

Another common reason is that your packages may be stuck in customs where increasing travel restrictions have in turn made certain products (particularly items that can make skin contact like our soap sheets, unique glass objects, anything with liquid, etc) to be under particular scrutiny with certain countries. In some cases, we will have items returned to us without notice or very (and we mean VERY) little effort in contacting us. Thankfully, the abrupt returns have been rare but the overall delay in the process of things getting cleared is also very much heavily delayed. This makes it look like packages will be "in the air" and on a flight for a longer period of time. If you are experiencing this, please allow an additional 8-10 business days before reaching out but if it has been longer than that, please reach out to us and we will do what we can to push this along faster.    

Further more, in order to help our brave front line healthcare workers like nurses and doctors, countries around the world have been prioritizing protective face masks, medical PPEs, and other essential supplies in the tens of millions of units per day. While we fully support this decision, what that means for our products, which are not deemed essential, is that it will be further down on the list of things that need to be moved. Again, we think that this is the right decision but unfortunately, it will come at the expense of our shipping time and further add to already heavy delays. 

  • I've received packages from other companies faster? What's the deal?

Please understand that even the largest online retailers in the world such as Amazon, Target, Walmart with their own personal fleet of trucks/planes, fulfillment centers and giant warehouses all over the world are experiencing shipping delays that a small company like ours stand no chance to get even close to what they can offer during this time. As much as we would love to have all of the resources at our fingertips to be able to dump money and manpower to this issue, we simply do not at this time and it truly hurts us to be held to the same shipping standards as these much bigger companies. 

We understand that our decision to ship things directly from our partnered suppliers in other countries already puts us as a disadvantage against companies that have domestic warehouses but we decided to move forward with this decision as a company because we truly believe that it is the cheapest and fastest option to service our customers all over the world and not just cater to 1 or 2 countries. Furthermore, we also think that this way of fulfillment reduces the carbon footprint of our company as a whole from having less inventory and less shipping activities overall. We completely understand the sacrifice in shipping time that this will cause and that this is not the most conventional way of fulfilling orders but we fully stand behind this decision for the time being.

For more information about how our fulfillment process works, please visit our Shipping & Handling page here

Moving forward though, we do have plans to expand and open offices and warehouses in many countries to provide expedited shipping time options for our customers all over the world! In order to do so, we will continue to work hard to provide our customers with the most adorable products and support that with top notch customer service. We truly need all of your guys' support in our mission to do this and thank you all very much again in helping us achieve our goals and dreams. 

  • When will things get better? 

    We seriously have no idea .... but certainly hope it will be sooner rather than later. From our experience however, the logistics network tend to lag a bit in improvements since it will certainly take months for all packages to arrive and warehouses to slowly be cleared. We are optimistic that things in regards to the pandemic will get better soon but do not foresee logistic networks to be back to normal delivery time until next year in 2021. 

    In closing, we sincerely hope this helps and if there are questions that we did not answer, please feel free to email us at [email protected]. We know that providing our customers with this less than optimistic information may discourage and deter potential customers but we would very much rather be transparent with our you all.

    If there is anything at all that we can do to help you with your order at all, please do not hesitate to reach out to us and let us know. Thank you all so much again so much for the love and support and the tremendous patience that you all have blessed us with as we try to work through this pandemic. Have a wonderful (and safe) day!