I am Sean, and I apologize for the delay in shipping, which happens rarely, but does happen to every online retailer, especially a retailer that sells on multiple platforms like eBay, Amzaon and our own websites. Despite our best effort, sometimes it's hard to keep track of all the sales on different platforms until the order are packed and shipped from our warehouse.
With regard to back orders, we always try to email or call the customer, but sometimes the customers do not provide a phone number, and emails sometimes get into customers' junk mail folder. When we notify a customer of a back-ordered items, we always provide the option of immediate refund. If the customer is wiling to wait, we always try to ship the order as soon as our shipment comes in. Additional delays might happen due to uncontrolled factors like custom inspection, especially under the tight border control we have.
About shipping cost, because we offer very good price on all of our products, it means that our margins are thin, and we cannot offer large additional discount on shipping, so free shipping is not possible for us in most cases, especially for large items like trunks, overnight shipping is impossible because our margin is not able to even cover a fraction of the cost of overnight shipping. If this is not what you expect, then I apologize, but this is not rude, it's just how we run our business. In order to survive as an on-going business, and offer great price for our customers, we have to watch our bottom line carefully. When we offer $10 or $15 back in situations like this, you may not think it's much but in most cases, that means that we are surrendering the margin we make.
