FIRST OF ALL: thank you for being so patient with us while we work through everything that is going on. You can always reach us via email at firstname.lastname@example.org for any and all questions.
With the COVID-19 pandemic situation constantly changing, we wanted to let you know that we are here and that we are doing our part to stay safe while keeping Billy! up and running.
Our office (we just have the one) is closed for the safety of our employees and the public. In the meantime, our online store is open and our customer service and social media is fully functional. Please do excuse any delays, we will get back to you as soon as we can.
We’d like to answer some questions you had!
Are you taking care of your team?
Yes. Aside from our amazing interns, who are students and left the city to be with their families, our whole team is functional and working from home! These employees are receiving full pay even though they keep taking breaks at 2PM to shower and make snacks.
Are you still shipping orders?
We are, but the speed of processing has been adjusted. Right now we are working on a schedule of shipments and order processing that allows us to safely get your packages out once (or if we can, twice!) a week. We are also working on restocking some "sold out" products but due to supply line delays and complications around the world, some things might be taking longer than usual to come back into stock.
I ordered something and only got part of my order?
Don’t worry! We typically ship out anything that we can, but because we are waiting on restocks and inventory shipments, some products are still on their way to us. This might mean that your order goes out in two separate shipments, but we won't charge for the extra shipping and you'll know as soon as the rest of your order goes out.
I ordered something that can’t be shipped anytime soon...when will I receive my order?
We are running at almost full capacity, but Billy! has always had products that are available for "presale" or take time to make. We will always do our best to list this information on the product page, but you can always email us at email@example.com and get an update.
But I ordered something in February/March and it still hasn’t shipped?
This keeps us up at night. Unfortunately, a portion of our products were frozen in transit/production because of COVID related restrictions. A very small amount of orders are still unfulfilled - even though they were placed well before any quarantine orders were given. If you are still waiting on a product, please email us immediately at firstname.lastname@example.org so we can fix it for you.