Covid-19 updates for Mahref customers

Summary

We are continuing to fulfill as much as we can at our facilities. Our EU and MX branches are operating as normal while following each country’s public health guidelines. Our branches in NC and LA are also operational and we’re working on safely increasing our output.

In LA, we’re back to fulfilling more all-over print products, starting with tote bags, beach bags, drawstring bags, and fanny packs.

We’re partnering with backup facilities to help us manage order volume, and we’re routing orders to wherever they can be fulfilled most efficiently. As of now, we’re working with 9 backup facilities in the US, Europe, and Australia, and we’re looking for more options.

Latest update May 20, 2020

We’re still seeing long fulfillment and shipping times at Printful and industry-wide. Our support team is doing their best to keep up with increased customer questions. Our average email response time has increased to about one day, and we’re not available on the phone. We try to keep chat available during US business hours on Mon-Fri, but periodically turn it off to catch up with queues.

We’re working hard to safely increase our capacity and we’ve made good progress in the last month. In Charlotte, our goal is to increase our daily printing output by 2,000 orders week over week. We’ve already grown our DTG capacity by 20% and we’re working on improving more categories.

We’re hiring and training new employees in fulfillment and investing in more printing tech. We’re now working with nine backup facilities, and we’re scaling production at our new in-house facility in Barcelona.

Even with all the steps we’re taking, it’ll still take time to bring our fulfillment times back to normal. Some product categories are already there, especially products that we fulfill in Europe. Fulfillment is still taking long for our top categories: DTG, embroidery, and all-over printed apparel.

Shipping is also still taking longer than usual depending on where your orders are shipping to. The positive news is that Latvia’s airlines are starting to ease restrictions on flights, which means that we’ll be able to ship orders from Europe more frequently.

We’ll continue posting updates as they come; thanks for your patience and for reading.

Fulfillment Estimate

USEU
Posters8-12 business days1-2 business days
Framed posters2-4 business days3-6 business days
Canvas3-5 business days1-2 business days
Shirts20-25 business days20-25 business days

Shipping

You can continue to expect shipping delays worldwide. It’s hard to give specific estimates because not all carriers update detailed data, and not all orders have tracking. As of now, we’ve observed that US domestic orders may take up to an additional 5 days on top of the estimated delivery time. Orders from the US to Canada can take an additional 7 days.

Shipping times within Europe are also longer, but airlines are starting to ease restrictions so that means delivery times may start to gradually improve.

Orders shipping from Europe to North America and Australia/New Zealand are taking much longer to ship; on average, we’re seeing an additional 25 business days. Now, we’re only routing North American and AUS/NZ orders to Europe when it’s a product that can’t be fulfilled in the US or Mexico.