Order "In Process" for 9 days - and counting

joseph cummings

• November 20, 2023 09:58
• Edited

I ordered a new Cintiq Pro and stand on 11th Nov. The order status has been "In Process" since then. UK support can't help other than saying that someone will email when there is an update to my order. No emails received as of yet. 

 

The eStore site says 2-3 days shipping. Digging further, after I ordered, it says 1-4 days processing. They won't allow me to cancel my order so that I might buy from a UK retailer. Hands utterly tied while my work suffers. Is this acceptable?

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  João

  • November 20, 2023 15:57

  Hi joseph cummings, 

  I can see you ordered from the UK. Unfortunately, due to reasons beyond our control, it sometimes takes longer to ship to the UK due to the customs clearance process. 

  The support team has just sent you the tracking information for the shipment via email.

  Apologies for any inconvenience and thanks for your patience.

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  joseph cummings

  • November 20, 2023 16:30

  Thank you for your update, it's appreciated. Perhaps consider highlighting this potential delay somewhere in the eStore in order to prevent UK customers from feeling that there's a problem.

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  João

  • November 21, 2023 16:38

  Hi joseph cummings, 

  It usually doesn't take that long but we are monitoring the situation and will update the information on the website if necessary. 

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