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Dear Valued Customer,

Due to the current global pandemic crisis, BikeBandit has seen a large increase in Internet traffic through our website, and is experiencing a large increase in customer tickets, phone volume and shipping delays. This has also resulted in longer than normal delays in inquiry response. We apologize for this delay and inconvenience. 

We want to be as transparent as possible with every single one of you and hope to get through this together! As we mentioned above, BikeBandit has seen a large increase in overall traffic and we are working towards overcoming that every day. 

In order to maximize our efforts to fulfill all of your orders as soon as possible, we would like to share how we’re addressing our challenges and efforts in each department:

COVID-19 – California STAGE 2

Since March 19, 2020, California has been under a Stay-at-Home order, which has limited the number of team members at the BikeBandit.com Headquarters. Currently, California is in early Stage 2, where essential businesses can open with modifications. The state is issuing guidance for businesses to follow, which we have continued to do so.

For more information on the California Resilience Roadmap, please click here

WAREHOUSE

As stated in the section above, our warehouse has continued to abide by the Resilience Roadmap, which has caused challenges in the quantity of personnel on hand completing shipments. Starting Monday June 8th, our warehouse will be operating at 100% capacity for 24 hours a day. That’s right! We’re shipping, receiving, and fulfilling 24 hours a day now. On top of having a 24-hour warehouse, we’ve expanded our fulfillment team and are taking all of the necessary precautions to ensure they have a safe work environment and get on with fulfilling those orders while still maintaining safety and sanitary measures!

Current employees from other departments who have previous experience working in the warehouse have been working every Saturday for the past month. Managers and Supervisors are all in the warehouse. All hands-on deck! Our goal is to get back on track and we are determined to do so within the next 2-3 weeks!

CUSTOMER SERVICE

To those who have had difficulty contacting us via phone call or email, please note there is an extremely high volume of calls and emails that has contributed to our delay in communication. We recommend sending us a direct message via social media: Instagram & Facebook.

‘SHIPPING INSANITY’ 

BikeBandit would like to introduce the ‘Shipping Insanity’ Program, another effort to help fulfill orders ASAP. Keep an eye out for the ‘Shipping Insanity’ badge on select products the next time you order! These specific products in orders over $99 will be eligible for next-day air shipping at no extra cost. If the order contains eligible items but is under $99, you will still pay ground shipping but will receive a complimentary upgrade to next-day air. 

*Please Note: ‘Shipping Insanity’ is for eligible items only, not the entire order. ‘Shipping Insanity’ does not apply to items being shipped outside of the Continental US, to PO Boxes, or military addresses. Items will automatically ship regular ground if restrictions apply. 

THANK YOU

Lastly, we want to thank every single one of you who have stuck by our side through all of the ups and downs, and through the last 20 years. Starting off 2020, we had no idea the world would be where it is today. There’s been a lot of negativity on social media in regard to our situation and many others in the world, but we praise all of the people who see the positive side of things and continue to support us. We wish nothing but a safe and healthy year and sending good vibes to all!

We’ll leave you with this amazing 5-star review posted by Mr. Scott Mastrocinque.

Sincerely,
Steve Isenhower
Chief Executive Officer

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