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Status Updates

We have set up this page so you can see what is going on, on our side. We will update this page as we experience, or fix any issues.

Last Service Update: 1/20/21

https://fb.watch/38eP8tXw_L/

1/15/21 is mostly how we are currently. Our Customer Service Phone Line is back on, (855)323-5655

 

*1/15/21 Archived*

Shipping Status 
Shipping is beginning to catch up. Dubia orders are moving through the system, and we have caught up 60% of our backlogged Dubia orders. Superworms are still tough to ship right now, but looking better. Next week we should be able to get through most of our backlogged orders. Our oldest Non-Dubia or Superworm order is from 1/10/21 and it will be shipping on Monday. We are working through our backlog and actively catching up.
 
Customer Service
Customer Service is more or less caught up on messages. We only have ~120 emails left to get to (considering at the start of the week, we had 870 emails), all are from Tuesday 1/12 or newer. We expect the usual large influx of emails over the weekend, but we should have our Customer Service phone line back on, by Wednesday. We apologize for the inconvenience this causes, but it seems to be the only way for us to catch up at the moment.                                                          
Estimated Wait Times
Phone: n/a temporarily as we work through our email backlog expecting to open it back up on Wednesday 1/20.
Email: we are almost caught up, all emails waiting for a response are from 1/12 or newer. If you have not gotten a response, please reach out again. We have had some technical glitches with our email provider.
Facebook: We have turned off FB messaging to help streamline customer service. Please email Customer Service with any questions or issues.
 
Other Updates
Small and Medium Dubia are in very short supply. We have temporarily stopped accepting orders for these sizes. Superworms are in short supply. We have temporarily stopped accepting orders for Superworms. See Superworm Shortage for a more in depth post about what is going on with Superworms. 

 

 

*1/11/21 *Archived*

Shipping Status 

Shipping is experiencing delays in Dubia Roaches, and Superworms. Also orders are taking longer than usual to ship out. Our oldest non Dubia or Superworm order is 7 days old. We are under intense order volumes, from the holidays, and stimulus checks. Shipping is slowly getting better as we bring on more staff members to help.

 

Customer Service

Customer Service is backed up due to an increase in order volume and shipping delays. We have temporarily shut down our Customer Service phone line, so our staff can focus on emails. Please send an email if you have any questions, customerservice@dbdpet.com, please see below for estimated wait times.

Estimated Wait Times

Phone: n/a temporarily as we work through our email backlog

Email: 4-5 day backlog for new emails. We hope to have answered everyone by the end of this week (1/15/21)

Facebook: Please do not message us on FB. We are behind on answering these messages, but actively catching up. Once we do, we will be removing the ability to message us through there. If we can keep all our messages coming through one place, we hope it will make Customer Service more efficient, thus shortening our response times.

 

Other Updates

Small and Medium Dubia are in very short supply. We have reduced maximum order size to 100. 

Superworms are in short supply. We have reduced maximum order size to 100. See Superworm Shortage for a more in depth post about what is going on with Superworms.