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Face Mask Update

May 1, 2020 - Face Mask Cover Production Update

Since launching face mask covers, we’ve been doing our best to communicate up-to-date status information about its production. We have been guiding toward a production turnaround time of 10-15 business days, and today we learned that our manufacturing partner may need up to 1 month to ship an order from the date the order was received. We are prioritizing the oldest orders in our system, and to help speed things up, we’ve made the difficult decision to cease from accepting new face mask cover orders come May 4th at 11:59 PM. Our manufacturing partners’ teams are working 24 hours a day, 7 days a week, to get these orders out.

We’re working closely with production teams to decrease this manufacturing lead-time while maintaining safety precautions for staff due to COVID-19. We expect to see a significant amount of face mask cover orders ship over the weekend and into next week. As you may have noticed from monitoring your own orders, orders for a single cover are shipping out much quicker than orders for multiple covers because they do not need to be consolidated into a single package at the end.

Starting Monday, there will be a dedicated fulfillment team focused on clearing the backlog of face mask cover orders currently in production, so you should expect to see shipping rates increase throughout the next week.

 

Helping Your Customers

We advise telling your customers you will not be accepting new orders for face mask covers after May 4th, as Gooten will not be accepting new orders for the product after that date. If you’re interested in continuing to sell face mask covers, we have limited options for partners to make bulk orders of 3,000 pieces or more of a single design. Our account management team is currently reaching out to stores we believe may be interested in this program.

Customers who have already placed an order that is in production at Gooten should still expect to receive their products, though we continue to urge you to tell customers that delays are likely and we are not guaranteeing turnaround times for these orders.

If you need to cancel and refund orders because customers are not satisfied with production times, please let Gooten know by contacting our team at partnersupport@gooten.com.

 

What’s Next

We understand how much of an inconvenience this product discontinuation is for you and we truly apologize. We want to make sure we are able to provide our partners with more reliable production times during rather unpredictable times, and that is where we are focusing our efforts. We’ve had this product live for a month and have witnessed unprecedented demand, which will enable us to make sizable donations to charitable organizations that we’ll be announcing more about next week.

Our concern remains for the safety of our employees, production staff, and merchant partners like you. When we can safely and reliably add back face mask covers to our catalog, we plan to do so.