Dear Mr. Disher,
First and foremost, we’re truly sorry that your experience with us was not up to your expectations. We completely understand your frustration regarding the shipping delay.
While we do offer free shipping, we acknowledge that delivery speed is an important factor. Since you are located on BC Island—essentially the farthest point from our shipping location—it is challenging for us to secure fast delivery rates while still covering the shipping cost entirely. We do our best to provide an estimated timeframe, which for BC is typically around 5 open business days. However, since we are not the shipping carrier ourselves, we cannot guarantee delivery times. That being said, we completely understand that waiting an additional 4 open business days was inconvenient for you.
We want to assure you that when shipping rates are reasonable, we always select the fastest shipping method available. However, if the cost exceeds the budget we allocate for free shipping, we unfortunately have to opt for ground shipping.
As a gesture of goodwill, we have applied a $15 credit to your account for a future purchase. We also want to assure you that we are actively working on a solution to allow express shipping selection on our website. The reason this option is not yet available is that rates vary significantly based on location and package size. However, we always welcome customers to reach out to us if they require a faster shipping method—we are happy to offer express options at a reduced cost upon request.
Additionally, we always review order comments, so if you have specific shipping requests—such as a preferred carrier or a delivery deadline—we encourage you to mention them in your order. If we can accommodate your request within our shipping budget, we will do so; if not, we will contact you with the option to pay the difference.
We truly appreciate your business and the time you took to share your feedback. We hope to improve your experience in the future. Please don’t hesitate to reach out if there’s anything else we can do for you.
Best regards,
Marika Broquet, Manager
Astronomy Plus