Shipping Delays & Charges

Posted by Aaron Salis on

On March 20, 2020 we were asked to comply with the California State order to “shelter in place” and have done so. This means we will not be able to ship most recently placed orders immediately. We anticipated this in our March 17th post, but we did not think it would come so soon. At this time it is unknown as to when we will be able to resume normal shipping operations.

However,  if you recently placed an order you may have noticed that your credit card or purchase method was already charged. You might be asking, “What’s going on here?” I want to give you some insight into why that is, and what you can do if you are unhappy with this.

We are usually able to fulfill orders quickly, so our system (Shopify) is set to process orders automatically. We did not anticipate having to shutdown so unexpectedly, so we didn’t have a chance to make a change. Moreover, it is only possible to extend the time period between a credit card authorization (what often shows as “pending” in your credit card activity) and a charge to seven days. After that, we are required to release the authorization and the order will need to be canceled and recreated. This window is not something we have control over, and is in fact the same for many online stores. We are not the only store that will encounter this issue, so please be patient if you encounter this with other vendors in the near future. We have reached out directly to the management team at Shopify to see if it is possible to temporarily change this window to 30 days for any future orders for both our store and the 500,000 other stores powered by Shopify.

In the meantime, if you would like to cancel your order for any reason, simply contact us at help@docmartins.com with your order number and we will cancel the order and refund your money immediately. No questions asked, no justification needed. This isn't just true today, this is true anytime you purchase from us.

There is a little bit of good news: We do have some limited inventory scattered throughout 3rd party fulfillment centers across the United States, some of which are still shipping. If you are a working artist or online educator whose income stream may be further disrupted without our products, please contact us at help@docmartins.com and we will see if the items you ordered are available and we can fulfill your order. We are asking that only those who absolutely require our products immediately email us about this, as inventory is limited.

For all other orders placed during this window when shipping is delayed we will be adding extra samples of some of our most popular items to each order. If there is a bottle of something specific you've been itching to try, just respond to your confirmation email and we will get that added to your order when it ships.

Thank you again for choosing Dr. Ph. Martin's.

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