Delay of fulfillment
Many orders placed in our online store beginning around Thanksgiving have experienced an unusual delay.
An increase in the number of orders over the Thanksgiving holiday, while the fulfillment center was closed, created a somewhat-anticipated backlog of orders. Our fulfillment partner stepped up to expedite the processing of those orders to minimize any impact. However, to compound matters, the automated processing system has had some unexpected system errors, resulting in orders being unable to be picked, packed, and handed over to the shipper in the usual time-frame.
Our fulfillment center is working extra shifts to continue to fulfill all our orders as quickly as possible.
If your order has been delayed here’s what you need to know:
- Our Help teams are not located at the fulfillment center and cannot locate, pack, ship, or speed up the processing of your order. They have very little visibility into where in the process your order is, knowing only whether or not it has been assigned a tracking number.
- If you’ve been billed, your order will ship. We apologize for the unexpected delay and we will get your order to you as quickly as we can.
- Our Help agents have no method to cancel an order. If you decide you no longer want this order, once it arrives you can return it according to the terms of our Money Back Guarantee.
In short, opening a ticket will not result in a quicker delivery of your phone; the fulfillment team is doing everything it can to get the orders shipped, and our Help technicians have no additional resources to speed things along or cancel orders.
Activation error on some delayed phones
In addition to the fulfillment delay, the processing error is also causing a delay in activation in some cases. If your phone arrives after a delay and you get an “Uh oh” error screen when you try to activate, the database needs to be updated with some key information in order for the phone to activate. In cases we’ve seen so far, this update has processed automatically, just later than intended. However, if you’d like to open a ticket for assistance in this matter, please be sure to include the phone’s MEID and the SIM card’s ICCID.
Both numbers may be available in the Republic app’s “About” screen, but if not, the SIM card’s ICCID is printed on the plastic SIM “credit card”, and instructions to obtain the MEID are here: How to Find the Device ID (IMEI/MEID) – Republic Help
Our apologies and actions toward a quick resolution
Please know that we appreciate the trust you’ve demonstrated in us by choosing Republic Wireless and placing an order in our store, and we apologize for these delays. We have put additional resources into expediting these orders. Our fulfillment partner has flown in additional staff from other locations, staff who are already trained on the same equipment and processes who can step capably into place to help clear the existing backlog. Staff from our Republic Wireless headquarters have traveled to the fulfillment center to work the fulfillment lines as well. We’re upgrading shipping when possible to try to make up some time on the delivery, and we’re contacting those with overnight orders personally.
Thank you for the patience so many of you have already demonstrated in the tickets and online conversations that have taken place so far. We greatly appreciate your gracious attitude toward this matter.