A Note on Service and Accountability

Building a product people love is only part of our responsibility. The other part, equally important, is delivering every order reliably, on time, and with clear, consistent communication.

At times, we have fallen short of that standard. Specifically, some customers have experienced delayed shipping, unclear delivery timelines, or difficulty getting timely updates on their orders. When that happens, the frustration is justified—and we take it seriously.

We’ve made meaningful changes to improve both our shipping experience and customer support. This includes more accurate fulfillment timelines, clearer order tracking and communication, and faster escalation when issues arise. These improvements are ongoing, and we are continuing to invest in systems and support to ensure a more dependable experience.

Our expectation internally is simple:

When we miss, we take ownership, we communicate transparently, and we fix it. No excuses. We know trust is earned through consistency. Every order is an opportunity to deliver on that.

Matt