bigplush.com

Hi, Thanks for your business. Just to clarify, this was a shipment going outside of the USA to Canada, and you ordered on Feb 15th, and chose Priority Mail International with a written estimated delivery time of 2 to 3 weeks. Because we shipped 6 days after you placed your order (on Feb 22nd) we automatically upgraded your shipping method from "International Priority" to International EXPRESS shipping - which costs us much more because it is quicker - but we did not charge you any more. Express International shipping has an estimated delivery time that is 1 week quicker than Priority International - so you are on track to receive your order exactly within the original estimated delivery time range of 2 to 3 weeks you were originally given when you placed your order. We emailed you your International Express Mail Tracking # when we shipped on Feb 23rd; and when we track it at usps.com using your tracking # EC567774567US it shows that your parcel is moving smoothly as it should, and is on track so far for normal delivery at this time. We are sorry for any unintended confusion about the difference between International Priority shipping and International Express shipping delivery times. Let us know when it arrives, and if everything is ok, and if there is anything more we can do to ensure your satisfaction. Thank you for your business.

Hi, your parcel which is addressed to an overseas Military installation outside of the USA is still in control of the US Postal Service with Military Priority Mail Tracking # 9470115901484987045411. Although we guarantee delivery dates for shipments within the the 50 states of America, we provide an estimate of about 1 to 3 weeks for delivery of United States Military shipments going overseas to other parts of the world. This is because the Unites States Postal Service does not guarantee specific delivery time to any USA Military locations, such as your APO, AE address. We are very sorry that the Postal Service is taking longer than the average delivery time frame of 1 to 3 weeks, but there is nothing we can do to compel the Postal Service to deliver your package faster. Therefore we have issued you a 100% refund, including the $23.60 you paid for Priority Mail shipping, - and you may keep the product for free when and if it arrives. We tracked your parcel at usps.com with your Military Priority Mail tracking # 9470115901484987045411, and it shows that your parcel remained in the USA for 10 days for some reason, as it traveled from New Jersey to Illinois - which seems strange to us - but Military Mail sometimes travels in unorthodox and unusual routes, which we have no control over. Let us know if we can help in any other way, in addition to the 100% refund that we already issued you. Thank you for your business.

Hi, Thanks very much for your comments. Regarding the add-your-voice feature you had selected: sometimes we receive audio files that, for some reason or another are not good enough quality to be able to hear clearly and loudly when we transfer the audio into the sound device inside the stuffed animal. It could be many things that cause this, including bad phone connection, speaking too quietly or too loudly, and many other possible causes that might be our fault - or the fault of outside circumstances during the time the audio was being recorded. Regardless of the cause, when we encounter these kind of problem audio files, we do what is necessary to enhance the sound quality as much as possible, so that it is both loud as possible, and clear as possible. We are sorry if this caused your voice to become somewhat unrecognizable, and we are reviewing your case to see what modifications to the original audio file actually were made, so that we can really see how we might improve this process in the future. Please let us know if there is anything more we can do, either now - or if you ever shop with us again. Thank you very much for your business.