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Starting May 2020, domestic USA customers have reported either delays in receiving shipments or that tracking has not updated past the "Shipment Received: Package Acceptance Pending: status.
Due to the COVID-19 pandemic, USPS has reduced their scanning frequency, or is delaying their sorting and delivery times. Because your shipment is now in USPS possession, we have limited ability to change the trajectory of the shipment, nor can we speed up the delivery time. As you are inquiring with us, we can only inquire with the post office, and they are largely dependent on when the item was last scanned by a post office worker.
USPS is also taking special precautions for shipments that they suspect may have been compromised through interactions with their staff. This precaution may halt transit of your shipment for 10-14 days atop its existing transit time.
Tracking is updated each time the post office scans your package during transit.
FedEx Ground Tracking
We have received note that FedEx Ground tracking is having similar issues with scans and processing due to much higher than normal shipping demand and less resources during the pandemic. Here is part of the message we received:
Across the country there are still pockets/regions that we are behind. All of our operations teams are working 24/7 trying to service our customers.
Here locally in eastern PA we are behind still on most deliveries. Most pick-up’s are being made with some delays but not near as many as we are experiencing on the delivery end.
In short, as I have stated in previous emails, we are experiencing greater than peak period volumes (Nov/Dec) without the manpower or resources to handle.
We are not immune to the virus, many in our operations groups have been impacted. Further, many have taken temporary leave of absence due to the virus. In highly impacted areas like PA/NY/NJ and others the staffing for ground operations is down by as much as 50%.
Our ground team in heavily impacted areas are now contracting FedEx Express, FedEx Freight LTL and local cartage agents to assist with deliveries. This strategy was put in place within the last few weeks.
Understand also that Fedex.com tracking is not completely accurate with its updates. Just so everyone is clear, packages are NOT “out for delivery” on our trucks for several days. I know this has further exasperated the delays. The delays are with the volumes and trailers getting backed up and not getting worked as they usually do. If you are shipping or expecting “large” packages these items are considered “incompatibles” and go thru a manual sort and placed on “incompatible trucks”. These type items are experiencing even greater delays.
Finally, in speaking with ground management here locally in Lehigh Valley, PA this morning there is hope they can be completely caught up by the end of the first week of June. No guarantees here but wanted to give you and estimated timeframe. They are hoping to have additional people back to work.
Important Note about Tracking Flow from FA to USPS, FedEx
I want to make clear that FA is doing its part to ship these orders, even if tracking does not appear to indicate that FA has actually shipped it.
Please note that if you receive any tracking information from Focusattack.com, this means that your shipment was physically packed and issued to a post officer as part of a daily scheduled pickup.
I appreciate your patience here - COVID-19 has changed just about every operation in the United States and globally. We are working with our carriers to smooth out the bumps during transit, but are limited in what is possible during this time.
International Customers: USPS Global Shipping Disabled due to COVID-19 Restrictions
After receiving a number of reports from customers who found their shipments returned due to USPS delivery restrictions in country, I had to disable USPS International Shipping for all countries outside USA except Canada until further notice.
FedEx International Shipping will serve as an alternative carrier for those interested. However, you may also find there are restrictions to both carriers that will not allow any shipments from the USA to your country. This FedEx PDF document will list some of the services FedEx is either delaying or suspending in specific countries. If your country is suspended, you may not have the ability to purchase from FA until that suspension is lifted from either carrier.
My apologies for the inconvenience.
Still Open. Still Shipping.
An increasingly common question made to us on Twitter, Facebook and Instagram is whether FA is still open for business and still shipping orders. The short answer is yes.
This question is understandable given the uncertain times we now live in as the COVID-19 pandemic has inevitably reached domestic USA, and affected both individuals and businesses of all sizes.
FA prides in open, clear communication to customers if its operations are affected. The reason why I didn't make a public announcement prior to this was because public-facing operations at FA had not changed.
For my part, I want to ensure our customers that our small staff operates as many other e-commerce businesses do. The Pennsylvania government designates "Nonstore Retailers: Electronic Shopping and Mail Order Houses" are legally able to continue its work. Additionally, e-commerce encourages individuals like you to remain home.
Our staff practices its own social distancing within the 5000 square foot space of our warehouse. There are fewer than 4 workers on hand at any time. All wear protective masks and other gear as per policy in the state of Pennsylvania, and workstations are cleaned and sanitized nightly.
Regarding restocks, they also continue to arrive as of now. As more players shop online, it's sometimes tougher to keep those items in stock before the next imported shipment arrives. We'll continue to work on that.
Thanks to many of you, FA remains operating during this time, sending arcade and fighting game specific parts and customization to players and enthusiasts that have some extra time to pursue their hobbies. I hope that we can all eventually venture outdoors to the tourneys that bring the FGC together.
In the meantime, I appreciate having the opportunity to answer the question affirmatively: We are open, and we are shipping.