Skatebolt

Greetings from Skatebolt Team,

Below is the whole story of this case. Please take a look. Thanks.

*** placed a new order with our store, Jul 30 07:22PM.

According to the policy of our store, we will ship the item within 2 business days by UPS. Generally speaking, the item will arrive within a week.

As for this order, we created the shipping label on Aug 1st and UPS picked up the package that day.

Due to the weekend( Aug 1st
2), UPS did not process the package. And as you know, now it is a difficult time for most of us, the UPS shipping too. Due to the Covid-19, the shipping is badly affected. So there was tracking information on UPS.com on Aug 4, 2020.

On Aug 4, we received a mail from *** saying "that if he could not get the on Aug 5, he would return the package. Plain and simple." We cherish every customer's request and try to offer a better service. That is why after we got the mail from ***, our team decided to redirect UPS to return the package to our warehouse.

Because according to our past experience, even if shipping via Next Day Air by UPS, the package could not be delivered next day due to the Covid-19.

Besides we were afraid that the package would get lost if our customer refused the delivery. We have lost many packages via UPS. We sell electric skateboards, each skateboard worths hundreds of dollars. The skateboard we sent *** is USD799. Considering all these factors, we redirect UPS to send back. Hope you could understand.

After we redirected UPS to send the package back. Our customer *** sent us several mails said he needed the skateboard package. Maybe there was a delay in replying. We are sorry about this. But we did not ignore him. So we offered to send him another one when we replied his email, but he refused our offer and demanded a refund. So we offered him full refund.

Btw, *** placed a new order with your store, Aug 06 03:40AM: And he chose expedited shipping. So we used expedited shipping to ship this package. He received the package on Aug.10. Expedited shipping at this time of the year usually takes about 3 days or even more. And he sent us an email requiring a refund of USD100 expedited shipping, we will refund him, even though we paid the cost of expedited shipping USD100. We cherish this customer.

Due to the Covid-19, the express service is heavily affected. Sometimes the delivery is out of our control. Hope we could gain your understanding. We cherish every customer. That is why we take their words seriously.

Thank you.

Sincerely,

Skatebolt Team
www.skatebolt.com