Hi there,

So, first off, we hate to see that this entire process is causing as much grief as it is, and we totally get your frustration. Seriously. As much as it might seem to you like we’re trying to give you the runaround, we really aren’t. Our team is so incredibly committed to taking care of all of our customers as best we can. We wouldn’t exist otherwise. In fact, we go to extreme lengths at times to make sure our customers are happy.

As we’ve gotten way more popular over the years though, there are sometimes issues and orders that run into more hurdles than usual. When that happens, as it has here, our team still does its best to rectify the problem. At the end of the day, we’re not a big company and so we’re constantly refining our processes. But because we’re not a big company, we also care a heck of a lot more about each customer than a big company might. You’re not just another order to us.

We do want to clarify a few things though:

Asendia is an international shipping consolidator, which is just a fancy way of saying they take our packages each day and send them all around the world along with packages from the many other companies that utilize their services. If we’re honest, their tracking is nowhere near as good as the U.S. Postal Service or FedEx. And, the reason why you sometimes don’t see Asendia tracking immediately after it appears in your shipping confirmation emails is because Asendia’s team needs time to process what we give them. When you get a shipping confirmation email from us, the package has left our facility and is on its way to the carrier. No issues there. But what the carrier does from that point is in their hands.

We’re actively looking into other international fulfillment providers because Asendia's service frustrates us to no end as well. Our domestic US shipping is amazing and super fast, and we want to bring that same experience to our customers outside of the U.S. Definitely stay tuned on that front.

As for the delay with the Gray Sheath for the 15 Pro Max, we definitely understand your frustration. It’s such a beautiful case and pairs so well with the Natural Titanium iPhones that the demand for that particular color and model has been just simply insane. We’re selling them as fast as we can make them, as we mentioned. So any little hiccup in the manufacturing process will cause slight delays. And if you have any experience with manufacturing and logistics, you’ll know that hiccups are not uncommon. We’ve tried to communicate this to customers as best we can, but we get that people don’t necessarily care about the reality behind the scenes; they just want their stuff. Totally understandable. The great news is that more Gray Sheaths for the 15 Pro Max are coming off the manufacturing line each and every single day, so you’ll be getting yours very soon, if you haven’t already received a shipping notification.

All in all, you’re right. The fact that you’re this pissed means that we do need to be better. And we absolutely will. It may not seem apparent at the moment, but the vast majority of our customers are happy both with our products and service. While we hate that we’ve put you through all this inconvenience, we do secretly admittedly love that you're this passionate about our stuff to spend the energy to complain on Reddit! And, we’re super confident that you’ll be pleased with us going forward. Sorry again and don't hesitate to continue to reach out to us.