Zazzle.com, Inc.

Zazzle took a dollar order for custom bandanas from me last Tuesday the 19thThey then sent me a cancelation notice on sunday the 24thThey claim they sent me an email warning of cancelation due to fraud because the shipping address didn't match the bill to addressI had the order confirmed through PayPal with I'd verification and confirmed both addressesI was having these sent to Colorado (I live in oregon) to arrive in time for a bachelor party being hosted in DenverI was extremely disappointed that they waited to notify of my order cancelation nearly a week later and on a day when their customer service is closed, not only this but it is also closed the following day due to the holidayI reached out via email and the service agent was extremely unhelpful resolving the situationHe encouraged me to place the order online again in the same way with the same details without any form of assurance my order would complete and not be canceled and would arrive on time

Initial Business Response /* (1000, 5, 2014/06/30) */
The customer contacted Zazzle on 6/9/and 6/11/via email, regarding a printing issue with a mug the customer ordered on 6/3/Due to unexpected technical difficulties and a response time delay resulting from an internal
technology upgrade, the customer's original email was received and responded to by a representative on 6/16/The representative requested a digital image to serve as an expedited return, which the customer providedA replacement request was issued immediately and sent with expedited shipping on 6/16/Zazzle's records indicate the customer received the replacement order on 6/19/2014, and the return of the mis-shipped mug was waivedZazzle prides itself in customer support excellence, and because the customer experienced a delay in addition to the printing error, a full order refund has been issued to the customer's original payment method as a courtesyAn email with the refund information has been sent to the customer as of 6/24/2014, as the customer's financial institution may take 7-business days to make the funds available for use
Initial Consumer Rebuttal /* (2000, 7, 2014/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is frustrating that it took extra measures and time to resolve and we missed the window for end of year teacher giftsBut they did resolve it

Initial Business Response /* (1000, 5, 2014/07/23) */
Zazzle records indicate the customer's email address was registered to receive exclusive promotional offers via email on 7/8/This is a customer opt in service that can only be done on the landing page of Zazzle.com when a customer
arrives to the websiteThis service does not create a Zazzle account for the customer, as it is an email subscription to receive exclusive promotional code offerings onlyThe customer contacted Zazzle on 7/9/expressing concern that an account had been createdOn 7/16/2014, a Customer Support Representative confirmed with the customer that no Zazzle account could be located, with a request to please provide more information so that more research could be doneTo date, the customer's email address has been unsubscribed from the promotional code offerings per the customer's requestAn email has been sent to the customer as of 7/22/with the information regarding the email sign up cancellation, as well as an image of the email sign up section of the Zazzle landing page

Initial Business Response /* (1000, 6, 2015/07/02) */
The customer placed an order with Zazzle.com on 5/11/This order was queued for shipment via the customer's selected Standard shipping method (5-business days), on 5/12/The customer contacted Zazzle via email on 6/18/2015,
as she had not yet received her orderZazzle's Customer Support Team received and replied to the customer's email on 6/21/requesting the customer confirm the address the order was shipped to, as well as following up with the courier to determine if they had more information on the shipmentThe customer responded on 6/21/2015, expressing dissatisfaction with the email that was sent, and asked for a refundZazzle's process for orders considered lost in transit, is to first offer a replacement, and then a Zazzle Account CreditAs the customer declined a replacement order and a Zazzle Account Credit and specifically requested a direct refund, Zazzle authorized and processed a full order refund on 6/22/Refunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 8, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/03/31) */
The customer placed their order on 2/27/The customer contacted Zazzle on 3/17/asking for a replacement as the wrong cards were send by mistakeZazzle expedited a replacement order that was delivered on 3/20/In reviewing the
customer's order, it does show that she received several shipments of the correct orderZazzle will pass *** this feedback to the appropriate department for their ongoing considerationUnfortunately, at this time Zazzle is unable to provide the information as to where the order was in error sent toZazzle's Customer Support team is available Monday-Friday, 6AM-6PM PST, excluding holidaysZazzle works to address each customer's concerns as quickly as possible
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first shipment I was supposed to receive on 03/07/was delayed so I called customer support on 03/11/2015( not mentioned in above response from the company) and reached someone who informed me that due to the shipment being possibly lost, she would send me a new package and if the old package arrived, I would be able to keep both of them
The package did arrive and the second one did as well and I was surprised when I received the second package with another customers order in it as it was meant to go to another state in the East CoastI did contact customer support on 03/17/but I did not ask for replacement but rather the customer service offered to send new ones as I was upset for the other customer knowing that save the dates are important and secondly it had their personal information on their purchaseI would never want my personal information to be sent to another unknown persons houseI do not wish to receive any more products but rather want to know that my information along with other customers information is kept safe with Zazzle and the shipments double checked
As mentioned in my first complaint, I am not upset with the customer service I received on the phone but rather the process and knowing that if the company Zazzle had a policy to double check orders, this would have been an easy catch as the address of the customer was listed on the products
Final Business Response /* (4000, 9, 2015/04/21) */
Zazzle values any and all feedback provided by their customers, as we are always looking for ways in which to improve currently existing processes and proceduresZazzle is truly sorry to hear the customer's experience was less than ideal, and we have taken steps to improve upon the packing and shipping processes to minimize the room for error or a mis-shipped orderFor the customer's overall experience, Zazzle has authorized a $Zazzle Account Credit to the customer's Zazzle account to be used on a future order if they desireThis credit will not expire

I ordered a watch on here with a celebrity friend on the watch, they gave me express permissions as well as I had the copyrights to the photo as well as the guitar featured in itThey cancelled my order and said I was violating copyrightto the copyright I own!
They can randomly decide to cancel your order if they don't like it Not because it violates anything but simply because they put a over opinionated person in charge of their reviewingVery unfair and stupid!

First, the products are really great - it's a shame because I will never order from Zazzle againEver I had planned to order a lot of my wedding supplies/favors from them, but the customer service is non-existentThe fact that a "Customer Support Hero" responds to inquiries does not mean the support is adequate They clearly don't even take the time to read a request sometimesI don't want anything from the company, just wanted to make sure other potential customers are aware of what they're getting into

Initial Business Response /* (1000, 5, 2015/01/06) */
The customer contacted Zazzle via email on 12/17/regarding a short shipment of her order (she received out of items ordered)Zazzle Customer Support replied to the customer's email on 12/22/with information about the
order's statusThe email also stated if it did not fully answer the customer's question or further assistance was needed, to please reply directly to the email and Zazzle would prioritize the inquiry as quickly as possibleZazzle received no further communication from the customerAs of 1/6/2014, Zazzle has reached out to the customer via email with regards to the order and the missing item in question, with the option provided for a replacement, a refund, or a Zazzle Account CreditZazzle is currently awaiting a reply from the customer, and the desired resolution will be expedited with a confirmation email sent to the customer, as soon as a response has been received

This company is a joke I ordered thirts on 11/to be delivered 11/or 11/however it never came called and someone hung up one me Called again and was told it was in production still Why wasnt I updated when I emailed the company on 11/instead of a message from someone who couldn't have read my actual message Called again and was like yeah sorry dont know what to tell me? I paid extra money for delivery if you couldnt honor the order dont take it or my money and then saying I would need to wait 7-business days in order to get a refund for their mistake

Initial Business Response /* (1000, 5, 2014/12/18) */
The customer placed an order on 11/28/Different products often have different manufacturing times, and they may be shipped separatelyThe customer's order was split into two shipments, but both shipments were shipped via the
Standard shipping method selected at checkout on 11/29/2014, and assigned two separate tracking numbersOne shipment delivered to the customer on 12/5/The customer then contacted Zazzle via email on 12/8/to inquire as to why the package was not yet able to be tracked, and again via email and a phone call made on 12/10/Zazzle's Customer Support team reached out to the courier, and it was determined that the package may be lost in transit, at which time a replacement order was authorized and expeditedThe customer's replacement order queued for shipment on 12/15/2014, and it is scheduled to deliver on Monday, 12/22/For the customer's overall experience, a refund for the original lost shipment has been issued to the customer's purchasing payment methodRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
The customer took advantage of a Zazzle Black Standard Shipping free trial at the time of checkoutPer the terms and conditions, the customer could utilize this free shipping option for days following the placement of her orderAs the customer's account is still under a free trial until 12/30/2014, Zazzle has opted the customer out of the auto renewal, per requestThe customer has not been, and will not be charged for the Zazzle Black Membership, and the free trial will automatically expire and roll off of her account on 12/30/
Initial Consumer Rebuttal /* (2000, 7, 2014/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response, although I would have been more satisfied if they had expedited the shipping to me when the order was found to be lost in transitThe order is due to arrive today, which is two days too late for the Christmas celebration which was had this past weekend (the order included gifts for this celebration)
I appreciate the credit for the order and the subscription, I only wish this had been resolved more quickly so that the order (gifts) could have been received in time
Overall, I do appreciate the company taking care of it, in the end, the resolution just took a little longer than I believe should have

I made a purchase so long ago that I don't remember and they are still charging my card for reoccurring charges for shippingI tried to contact customer service, but they said that I somehow opted in for reoccurring shipping and they won't refund meThis seems like a scam for a company like this to automatically opt you into reoccurring shipping charges after you make just one purchase years ago and they still try to charge my card and won't offer a refund

Initial Business Response /* (1000, 5, 2015/06/04) */
The customer contacted Zazzle.com via phone on 5/15/2015, expressing concern with regards to an anticipated earnings payment for the month of May, for the cleared earnings accrued in her Zazzle accountZazzle Customer Support explained
to the customer the reason why the payment was cancelled, and what steps the customer would need to take in order to make her account eligible for payment in the next payment cycle (by June 15, 2015)
Zazzle messaged all designers on 3/18/via an email newsletter that changes would occur with their accounts and the information that was required to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updated
Each month-long earnings cycle is followed by days of clearance before payment of the accrued earnings can take placeThe customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/As the customer's settings were updated on 6/1/2015, the customer's account will not be eligible for an earnings payment for any cleared earnings until 7/15/This information was relayed to the customer during a phone call on 6/2/with Zazzle's Customer Support teamZazzle is unable to accommodate the customer's request for a payment on 6/15/as the updated payee information was not submitted in the timeframe the customer had been allotted to be eligible for a payment on that dateAs of 6/4/2015, Zazzle can verify the customer's payment settings are up to dateIf the customer makes no further updates or changes to her payment settings, she will be eligible for a payment on 7/15/Zazzle advises no further changes are made, as this will result in another day wait period before the customer's account is eligible for payment
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been artists for Zazzle since about Sept where we had a signed, written VIP agreement with Zazzle through Rob GreenleafWe have received 1099s artist royalty IRS forms since
As apart of the VIP written agreement Zazzle was provided with hard copies of our social security cardsZazzle paid us in installments for our time to load artwork onto their site on top of artist royalty commission
We never received any notice from Zazzle that they were changing their procedures to pay our artist commissionTheir change required the entry of the legal name of the artist which is what we had entered based on what entered into by the VIP written agreementZazzle set up our account entering tax information and created our shop, loaded products with our imagesZazzle's Disney partner used our artwork posters in a TV show
Zazzle added a field in the commission payment screen changing the rules after years of paying us commission where they did not notify usZazzle has not communicated with us by email for yearsThe only information we receive from Zazzle is through their PayPal commission statementNo notice of their commission change was sent on their commission statementNo information on the changes to Zazzle commission payments was posted for artists when they signed into their accounts, on their commission status page or on the account information pageZazzle concealed this change information in forums where we would have no reason to view their forum
Zazzle does not address how artist royalties will be paid for artists that do not give their legal names such as turning them over to unclaimed propertyThe sneaky method Zazzle used to require a legal name enables them to keep artist royalties
We have the 1099s issued by Zazzle for the past years and the original VIP signed agreement to prove our royalties were paid and properly reported to the IRS
The claim of Zazzle of needing days to verify artist social security card information is outlandish since employers have online access to e-verify immediately
Our art is sold through print on demand competitors of Zazzle that e-verified our legal name years ago and we have never experienced any sort of late payment on commission
Final Business Response /* (4000, 9, 2015/06/17) */
As stated in our previous response, Zazzle messaged all designers on 3/18/via an email newsletter that changes would occur with their accounts and the information that was required to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updatedTo be clear, all designers were clearly notified by three different means of communication in advance of the additional field added to the payments settings page changes being enforced
Per Zazzle's User Agreement (http://www.zazzle.com/mk/policy/user_agreement) "ZAZZLE INC("ZAZZLE") PROVIDES ITS WEBSITE AND RELATED SERVICES ("SITE") TO YOU SUBJECT TO THE FOLLOWING USER AGREEMENT ("AGREEMENT")IF YOU DO NOT AGREE WITH ANY OF THE TERMS OF THIS AGREEMENT, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITEYOUR USE OF THIS SITE SHALL BE DEEMED TO BE YOUR (AND IF ACTING ON BEHALF OF A THIRD PARTY OR YOUR EMPLOYER, SUCH THIRD PARTY'S OR EMPLOYER'S) AGREEMENT TO ABIDE BY EACH OF THE TERMS SET FORTH BELOW (REFERENCES IN THIS AGREEMENT TO "YOU" INCLUDE YOU AND ANY SUCH THIRD PARTY OR EMPLOYER)ZAZZLE CAN CHANGE THIS AGREEMENT AT ANY TIME BY POSTING AN UPDATED USER AGREEMENT ON THIS SITE AND ZAZZLE MAY SEND REGISTERED USERS AN EMAIL NOTICE OF THE CHANGESIF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITEIF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."
The customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/As the customer's settings were updated on 6/1/2015, the customer's account will not be eligible for an earnings payment for any cleared earnings until 7/15/This information was relayed to the customer during a phone call on 6/2/with Zazzle's Customer Support teamZazzle is unable to accommodate the customer's request for a payment on 6/15/as the updated payee information was not submitted in the timeframe the customer had been allotted to be eligible for a payment on that dateAs of 6/4/2015, Zazzle can verify the customer's payment settings are up to dateIf the customer makes no further updates or changes to her payment settings, she will be eligible for a payment on 7/15/Zazzle advises no further changes are made, as this will result in another day wait period before the customer's account is eligible for payment
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/
I did update my account on May 16, when I did not receive my May commissionI have a record of phone calls I made and voicemail left by Zazzle indicting my account had been updated and I would be receiving my commission on 6/15/
I had Zazzle on the phone when their representative verified my commission and I read them what I was seeing on the screen where I hit saveZazzle never told me that would delay my commission again

Worst online shopping experience EVERProduct did not arrive before Christmas as it was supposed toThere was no communication from Zazzle about the delay until I emailed themThey then offered expedited shipping which didn't happenAnd the product was the worst quality possibleThere was no consistency in the sizingI emailed them times and only once did I get any type of response which was very generic and unhelpfulAnd calling them is uselessI waited for over mins on hold before I gave upI guess they were busy taking other complaintsI'm not sure how this company has an A+ rating but I would not give it b the courtesy of an F-!

Initial Business Response /* (1000, 5, 2015/04/29) */
The customer placed an order with Zazzle.com on 3/18/During check out of the order, the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate
service in which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
To date, Zazzle has received no email or phone communication from the customer regarding the customer's inquiryZazzle has confirmed the customer was able to unsubscribe their Zazzle account from the auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future orderAs of 4/29/2015, a refund has been authorized for the most recent Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer has been sent an email with the confirmation informationAs the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance departmentPer the details outlined in the membership agreement, this service is typically non-refundableZazzle is unauthorized to provide a refund for any charge processed prior to

Initial Business Response /* (1000, 6, 2015/01/08) */
The customer placed an order for invitations, postcards, and custom envelopes on 12/16/The customer's invitations queued for shipment on 12/18/2014, and a delivery was confirmed on 12/23/The customer's postcards queued for
shipment on 12/17/2014, and a delivery confirmed on 12/20/All invitation orders include free, plain white envelopes, and these were sent with the customer's invitation shipmentIn addition, all products have their manufacturing turnaround time located on the product page, prior to adding the item to the shopping cart, and again messaged during the checkout processA list of available manufacturing times can also be found in the help section of the Zazzle.com website (http://help.zazzle.com/articles/support/ar77/#turnaround)
As stated on the Zazzle website, the manufacturing time for custom printed envelopes may take 3-weeks, with shipping time in additionThe customer contacted Zazzle via email on 1/5/2015, and by phone on 1/7/to express concerns as the custom envelopes had not been receivedThe customer's envelope order queued for shipment on 1/6/(weeks manufacturing time) with the Premium shipping method the customer had selected at checkout
During the phone call on 1/7/2015, the Zazzle Customer Support Representative informed the customer of custom envelope processing time, and the customer requested to cancel the orderAs the order was already in transit, a pre-shipment cancelation could not take place, and the customer will receive the order on Monday, 1/12/by end of business dayZazzle's Customer Support Representative informed the customer that once the order is confirmed delivered, a refund could take place for the envelopes she had wanted to cancelAs of 1/8/2015, Zazzle has authorized a refund for the customer's custom envelope shipment, to return the funds to the customer's original payment methodRefunds typically take 7-business days, depending on the processing speed of the customer's financial institutionZazzle has also waived the physical return of the custom envelopes, and the customer does not need to return them
Initial Consumer Rebuttal /* (2000, 8, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/28) */
The customer has been in ongoing communication with Zazzle.com via email since 07/09/2015, inquiring on the status of their missing earnings of $It was noted that on 06/17/at 9:17am, a request for payment was madeThis
prompted a payment to be issued, minus the $service fee for check payments requested under $A check for $was issued on the 7/15/Zazzle PayoutThe customer received this payment and sent the check back to Zazzle, requesting for the check to be cancelled, and placed back into their Zazzle AccountAs per customer request, Zazzle authorized the check to be cancelled and the full amount has since been credited back to their Zazzle account

I was very, very pleased with my highly customized order Truly a beautiful finished productI will definitely be using Zazzle again for future printing

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer emailed a request for a Return Merchandise Authorization on 12/15/and 12/20/Zazzle Customer Support received and replied to the customer's email on 12/26/with an option provided to the customer for a resolutionAs
of 1/4/15, Zazzle has not received a response to their emailZazzle has reached out to the customer via email again with a request to respond to indicate the preference between the option of a Zazzle Account Credit or a direct refund to their purchasing payment methodZazzle will be happy to assist the customer with a completion of the return process, once the customer indicates a desired resolution via email

Today marks a week late of all my orders (5) with this companyNo customer service reaching out or even an email to say when they will be here This has held up all of my shipng things out for the holidayThis has happend in the past but I thought I would give them another chance
My take away is don't trust they will ship anywhere near the date they give you

Initial Business Response /* (1000, 5, 2014/11/07) */
The customer placed an order with Zazzle on 10/6/for a mug shipping to an international location via Standard shippingThe courier delivery estimate for Standard shipping from the U.Sto an international destination typically takes
5-business daysAs this order was placed on Zazzle's U.Sdomain, shipping internationally, it may take up to weeks to arriveThe customer contacted Zazzle on 10/13/via phone and received shipping information based on the shipping address and the method selected from the customer support representative who received the callThe customer then contacted Zazzle on 10/16/to again inquire the whereabouts of the in transit package, at which time the customer was again informed of the time it takes for a package to arrive to the international address selected for the orderThe customer also asked for a tracking numberDue to the Standard shipping method selected, a tracking number is not an option available to this shipping option when an order is shipped internationallyThis information is messaged during the checkout process for all orders placed on the Zazzle.com website
The customer contacted Zazzle again on 10/28/2014, expressing concern that the order had yet to be receivedThough the estimated time in transit had not yet passed, Zazzle moved forward with an urgent replacement order to be shipped with an Express courier at no additional chargeThe replacement mug was queued for shipment on 10/29/The customer was emailed tracking information regarding the replacement mug on 10/29/The customer contacted Zazzle via phone on 11/3/with a status request of the newly shipped replacement mugUnfortunately, the replacement order is currently being held by the customer's local customs agencyZazzle has been informed by the courier that the package may be held for a duration of a few days up to a few weeksAs compensation for the customer's original order not being received, a full refund has been issuedRefunds typically take 7-business days, depending on the processing speed of the customer's financial institutionZazzle will continue to monitor the status of the replacement order, and provide the customer with updates on the status as they become available
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ordered the mug on 6th Oct and delivery date as per the Zazzle is OCT I didnt get any satisfaction from Zazzle in terms of delivery as well as in terms of tracing that customer has received the order or not
As per india OCT is a big festival - *** I want to give surprise to some one but the package is not there on timewhen I checked with zazzle on they dont have answers except using "Sorry" word as an excuse
They sent the order again and again it is not delivered on time
I need refund of that productIf they don't have policy to trace the order or they don't have responsibility that order is delivered on time and customer is satisfied then they must have policy to pay the penalty to customer and add that penalty in refunding amount
Thanks
***
XXXXXXXXXX
Final Business Response /* (4000, 9, 2014/11/12) */
Though the estimated time in transit had not yet passed, Zazzle moved forward with an urgent replacement order to be shipped with an Express courier at no additional chargeThe replacement mug was queued for shipment on 10/29/The customer was emailed tracking information regarding the replacement mug on 10/29/The customer contacted Zazzle via phone on 11/3/with a status request of the newly shipped replacement mugUnfortunately, the replacement order is currently being held by the customer's local customs agencyZazzle has been informed by the courier that the package may be held for a duration of a few days up to a few weeksAs compensation for the customer's original order not being received, a full refund has been issuedRefunds typically take 7-business days, depending on the processing speed of the customer's financial institutionThe transaction ID for the customer's full refund is *** Zazzle's Customer Support Manager has been in ongoing communication with the customer via phone, with the most recent phone call taking place on 11/12/Zazzle will continue to provide the customer with updates on the status of the replacement mug until it is released from customs and delivered