-- Please see below for most up to date information on COVID-19 impacts at Advanced Primate, our FAQ articles contain additional information regarding standard operating procedures --
Are you guys still shipping?
Yes, our warehouse is up and running. In some cases you may experience an additional 1-2 days of processing time due to the fact our warehouse is working under an enhanced safety plan to ensure the safety of our employees.
Is it safe to ship and receive packages?
We wouldn’t ship packages if we didn’t think it was safe. We’ve been closely monitoring guidance from the CDC and they currently believe that there is very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures, and they say there have not been any cases of COVID-19 in the U.S. associated with imported goods. You can view the CDC’s current guidelines here.
How are you handling signature requirements?
Many carriers are providing “touchless” deliveries. In lieu of a signature they may verify first/last name verbally or you can leave a signature release form on your door. Give us a shout at firstname.lastname@example.org if you experience any issues.
When will I get my order?
As part of our enhanced safety plan in the warehouse, we have implemented staggered shifts, social distancing procedures, extensive cleaning, and other measures to ensure the health and safety of our team. This has added an additional 1-2 days to our standard shipping window —we hope you understand. The estimated U.S. delivery date in your confirmation email is accurate, however, if you have questions about your order status don't hesitate to reach out to email@example.com.
Please note, international orders may encounter additional carrier and customs delays during this time.
Can I reroute my order?
If you no longer have access to your work address/original delivery location due to COVID-19 and you need to re-route your in transit shipment please contact firstname.lastname@example.org as soon as possible and we’re happy to work towards a resolution.
Can you extend your return window?
Effective immediately, we've adjusted our return window from 30 to 60 days from date of delivery to accommodate delayed packages or circumstances around COVID-19 that may have prevented you from receiving your gear in your scheduled delivery window.
Our goal is to be as transparent and communicative as possible and we can't thank you enough for your support. If you don't see the answer to your question here, our team is always available by email at: email@example.com