o0SnowDrop0o Report post Posted June 7, 2011 I put an order in through Paypal on the 13/14 of May 2011 and I still have not got shipping notification, I've sent a few emails to the Lab as well without any replies. I understand they are super busy but I'm worried my order has been overlooked where should I go from here ? I am as well. My order was fairly large so I figure it's likely that something is on back-order. Just so you know you're not the only one. Share this post Link to post
maewitch Report post Posted June 7, 2011 I wouldn't panic yet. The first page on the site indicates that orders take in excess of 14-21 business days to process. If you ordered on the 13th or 14th of May (Friday or Saturday), that's 17 business days. Share this post Link to post
miserablyunhip Report post Posted June 7, 2011 What is the protocol for when orders are missing items? This is only my second BPAL order so I'm really sure what to do or who to contact. Any and all information is really appreciated Share this post Link to post
maewitch Report post Posted June 7, 2011 Contact their customer service. answers@blackphoenixalchemylab.com Share this post Link to post
miserablyunhip Report post Posted June 8, 2011 Would you happen to know how long it usually takes to get a response? Share this post Link to post
Monday Report post Posted June 8, 2011 Would you happen to know how long it usually takes to get a response? All my questions to the lab got fast answers, but there's only one way of finding out . Share this post Link to post
miserablyunhip Report post Posted June 13, 2011 It's been a week since I sent the email and still no response. Is this normal? Share this post Link to post
Wwindy Report post Posted June 13, 2011 It's been a week since I sent the email and still no response. Is this normal? Nope. I'd write again, possibly sending from a different email address if you have one. Is your missing item something that's been announced as being on backorder? Share this post Link to post
miserablyunhip Report post Posted June 14, 2011 Thanks Wwindy, I'l try re-emailing. My missing item is Bones Trombone. I don't know if it's on back order or not since I'm not really sure where I'd check for that. I'm very new to all of this. Share this post Link to post
imaginepageant Report post Posted June 14, 2011 I put an order in through Paypal on the 13/14 of May 2011 and I still have not got shipping notification, I've sent a few emails to the Lab as well without any replies. I understand they are super busy but I'm worried my order has been overlooked where should I go from here ? I am as well. My order was fairly large so I figure it's likely that something is on back-order. Just so you know you're not the only one. I just posted my CNS (for a May 18 order), and it looks like a lot of international orders are getting CNSes for May 13 orders now. So hopefully yours will be coming soon too! Share this post Link to post
Wwindy Report post Posted June 14, 2011 Thanks Wwindy, I'l try re-emailing. My missing item is Bones Trombone. I don't know if it's on back order or not since I'm not really sure where I'd check for that. I'm very new to all of this. No worries! Welcome to the madness. The Lab usually tries to mention anything that's backordered in the "Announcements" section, but I don't see anything there at the moment -- and I know from discussion on other threads that at least one or two things are being held up at the moment, so I don't even have a guess as to what the status of Bones is. Sorry! You should hear back from their customer service quickly, though; if they don't answer within a couple of days, that almost certainly means there's some sort of technical issue. Share this post Link to post
imaginepageant Report post Posted June 14, 2011 Thanks Wwindy, I'l try re-emailing. My missing item is Bones Trombone. I don't know if it's on back order or not since I'm not really sure where I'd check for that. I'm very new to all of this. Oh, I just saw this. The CNS I got today was for an order that included Bones Trombone, placed May 18. So I'm guessing it isn't on backorder. Also, I may be mistaken, but I believe that if any item is on backorder, your entire order will be held until that one item is available. So nothing would have been shipped to you if Bones Trombone was on backorder. Share this post Link to post
miserablyunhip Report post Posted June 14, 2011 (edited) Yeah, that's what I was thinking :\ Also, NERDFIGHTER! ETA: I got a response a while ago and the problem is now fixed. Thanks for all your help, I really appreciate it! Edited June 15, 2011 by miserablyunhip Share this post Link to post
imaginepageant Report post Posted June 15, 2011 Also, NERDFIGHTER! YES! I've been hoping there were other Nerdfighters around and that Pizza John would bring them out of the woodwork. </offtopic> Share this post Link to post
PlasticBlue Report post Posted June 20, 2011 It's been a week since I sent the email and still no response. Is this normal? I'm having a similar problem. I've emailed the lab three times now, from two different email addresses, about a bottle missing from an order that I placed back in March. No response so far, which is very unusual in my experience. Now, there would be no point in mailing the missing bottle out right now, given my location, but I am surprised that my emails so far have gotten no acknowlegement whatsoever. Share this post Link to post
harmonictremors Report post Posted July 18, 2011 (edited) I have a few questions and I'm hoping someone here can calm my nerves before I go off & bug the Lab unnecessarily. I ordered a bottle of Pussy, a bottle of Dorian and an imp pack on 6/23, and the payment posted to my card on 6/29. I've been watching the Click n Ships thread to get an idea of when my order might ship, but I'm already seeing orders from a week after mine get sent out... I'm getting a little nervous because I'm moving in about 2 weeks and this is my first non-eBay Lab purchase. I know I should anticipate 14-21 days for order processing, and that's fine. But in a few days it will be a month since my order, and I've seen many people who ordered after me already receive their stuff. It's not an international order, I'm in Arizona. I couldn't find any indication on the forums or elsewhere that Pussy or Dorian were backordered. The CCNow payment definitely cleared. Is this normal? I know that only the Lab can see my order details and give me an idea of what's going on. I just don't want to bug them if it's totally normal for this sort of thing to happen and maybe I just need to be patient. :/ ETA: I got a CnS notification a few hours after posting this. w00t! Edited July 19, 2011 by harmonictremors Share this post Link to post
Larinessa Report post Posted July 31, 2011 I ordered Luna Negra on July 1st and I see a lot of people have gotten their orders, and orders placed afterwards. I expected a bit of a delay due to the last minute carnival orders, and I have emailed the lab, (no reply as of yet). Just wondering if anyone else who ordered from the black moon lunacies is still waiting. Share this post Link to post
invisible iris Report post Posted July 31, 2011 Hmm. I ordered my black moons on 6/30, and it took them a while, and at some point I emailed customer service and they said there was a backorder on Luna Negra, and that was causing the delay. So I know at least at one point they were having delay issues with it. But then I got my CnS last Monday (the 25th), and it arrived on Wednesday. So I think you're right to email the lab and make sure. Share this post Link to post
redderz Report post Posted July 31, 2011 I'm also waiting after ordering on July 1st, but I'm an international so it usually is a bit longer. I didn't realise that Luna Negra was backordered though - that might be a reason for the shipping being a tad longer, as well as the Carnaval and SDCC stuff. Share this post Link to post
Klepz Report post Posted July 31, 2011 I got my Luna Negra on Thursday, and I ordered it on 6/30, so I expect it's still okay? Did you order anything else with it? Share this post Link to post
MinxMarzipan Report post Posted August 1, 2011 I also ordered Luna Negra on the first. Since I still didn't have a click-n-ship I emailed the lab last week and was told it's a little back ordered. Share this post Link to post
Larinessa Report post Posted August 1, 2011 I also ordered Luna Negra on the first. Since I still didn't have a click-n-ship I emailed the lab last week and was told it's a little back ordered. Ok, at least i'm not the only one. I was just wondering because I had ordered the black rider less then a week before, and I got that almost 3 weeks ago. Hopefully I will get a reply from CS soon. Thanks for your replies! Share this post Link to post
MinxMarzipan Report post Posted August 2, 2011 I also ordered Luna Negra on the first. Since I still didn't have a click-n-ship I emailed the lab last week and was told it's a little back ordered. Ok, at least i'm not the only one. I was just wondering because I had ordered the black rider less then a week before, and I got that almost 3 weeks ago. Hopefully I will get a reply from CS soon. Thanks for your replies! I just got my c&s! Share this post Link to post
Ashmedai Report post Posted August 2, 2011 A friend and I who co-ordered are still waiting on a package too. We received the CnS roughly two weeks ago or a little more. We're in the EU, so it usually takes about five days to a week before the package gets here, but this length of time is very unusual. My friend sent an e-mail to the Lab and was told there are delays on international orders right now, but we're still worried sick, especially since we ordered a ton of CD stuff. Have any of you international folks had a long lapse of time between receiving the CnS and the arrival of your order? Share this post Link to post
hkath Report post Posted August 2, 2011 Have any of you international folks had a long lapse of time between receiving the CnS and the arrival of your order? For Canada I usually expect a delay of about 2 weeks after my Click n'Ship, so 5 days to Germany seems really fast to me. Could it be that this package was caught up in a random customs search whereas your previous ones have gone through uninspected? Share this post Link to post