We're partnering with backup facilities to help us manage order volume, and we're routing orders to wherever they can be fulfilled most efficiently. As of now, we're working with 8 backup facilities in the US, Europe, and Australia, and we're looking for more options.
We are continuing to fulfill as much as we can at our facilities. Our branches in NC and LA are operating at basic capacity, and our EU and MX branches are operating as normal. All branches are practicing extra safety measures.
May 8, 2020
We're still seeing long fulfillment and shipping times at Printful and industry-wide. Our support team is working hard to keep up with increased customer questions. Our average email response time has increased to about one day, we're currently not on chat 24/7, and we're not available on the phone.
We're working hard to safely increase our capacity. We're gearing up to invest $4 million in new Kornit printers, embroidery machines, sublimation presses, and more printing tech at our facilities in Europe and North America. We're also hiring and training more teammates in customer support and production.
We're making good progress with our new facility in Barcelona. Our team there is already fulfilling orders at a test capacity. We're starting out with posters and some DTG shirts, and we plan to add mugs, phone cases, and embroidery. We're starting out slow, but once we scale up we'll be able to balance European orders between two locations.
Our fulfillment times are improving for some categories, especially for products in Europe. Fulfillment times for Neck Gaiters are still higher than we'd like, but we are proud that we've been able to significantly increase our daily printing output. This is one of our most popular products right now, so we're doing everything we can to get them out faster.
And we're continuing to work on partnerships with backup facilities. We're currently working with eight partners and we're exploring more options to give us better control of where we route orders.
Even with these positive changes, it'll take time for us to catch up on order and support volume, and we're working hard to do that. Thank you for your patience while we're dealing with these challenges, and thanks for sticking with us. This isn't easy, but we're confident in both our and your ability to adapt.
|US (INCL. BACKUP)||MX||EU (INCL. BACKUP)|
|DTG||20-25 business days||-||10-13 business days|
|Cut & sew||-||15-20 business days||15-20 business days|
|Neck gaiters||10-13 business days||10-13 business days||11-14 business days|
|Embroidery||13-17 business days||-||15-17 business days|
|Sublimation (flip flops, socks, laptop sleeves)||-||-||10-13 business days|
|Phone cases||2-4 business days||-||2-4 business days|
|Jewelry||2-4 business days||-||2-4 business days|
|Face masks||7-10 business days||-||3-6 business days|
|Home & living||5-8 business days||-||2-4 business days|
|Mugs||17-23 business days||-||2-4 business days|
|Warehousing & fulfillment||1-2 business days||-||1 business day|