May 2020 Circumstances
[UPDATED 5/10 7:29 PM CT]
The logistic overwhelm of the interest spike in our products has subsided, and we are pleased to share that we have grown efficiently as a company, employing dozens of new staff that are now up to speed on our basic processes, and that great team continues to learn more every day. We have appreciated your patience while we have grown into this unprecedented new demand.
We are currently shipping most orders within 24 business hours - the fastest in the industry. While others are still trying to figure out how to catch up, we are able to get your puzzles out the door quick. Combine the fastest in industry shipping speed with the best selection in the market - if you're concerned about where to buy, trust us, you're in the right place! We are committed not only to getting your entertainment out fast, but have implemented an aggressive plan to keep our valued team safe from COVID-19. In the warehouse, we staff around the clock to keep our teams distanced, and have aggressive sanitization procedures throughout the day. Our call center and digital support teams are currently working from home.
Where are all the Puzzles?
With so many people staying at home the demand for jigsaw puzzles is through the roof! How much? Earlier this week we received 17,000 new puzzles and in less than 24 hours they were nearly all sold. For ease of browsing what's available today, we have created one page for Jigsaw Puzzles and one for our huge Board Game and Brain Teasers categories. These categories will shift by hundreds of products every single day as shipments come in from our over 120 vendors. We only show inventory on our website that is currently in-stock and available to ship. We encourage you to bookmark these master navigation links and check back regularly if you aren't seeing what you had in mind today - and if you do, buy quickly, because things are selling out faster than you can imagine! What is available this hour may not be available next hour. We are committed to continue to offer the best selection in the industry!
The number of orders per day in the thousands and this meant we were running 2-3 weeks behind. We are proud to share that as of today, we are only about 24 hours behind on shipping new orders! How fast we are able to ship your order depends on many factors so it is possible that your order could take as long as three days to ship, but we are confident that we can get most new orders out within 24 hours and guarantee your new order will ship within three business days - or we'll refund your shipping charge! [*M-F business days]
Customer service is open with expanded hours 8am-8pm Monday-Friday and Saturday-Sunday from 9am-5pm Central Time. You can reach us at 866-539-4278. Please be patient as hold times may be long during peak hours, and a great deal of our customer support team are new!
On the Future
As with many businesses small and large, the future is changing hour to hour, week to week. We are committed to best-in-industry selection, best-in-industry shipping times and best-in-industry customer service permanently, but there are likely to be unforeseen challenges as well. Please keep an eye on this page for up to the minute news, views and understandings in the industry [and check out our newsletter lists for even more updates!], and we promise we will keep you up to the minute on what's going on.
The Retail Store
We do not have an estimated date for the retail store to open. We can offer local pick up at our Fenton, MO Warehouse if you are local - give us a call to arrange this and get more details.
Inventory is a major issue - not just for us, but for the entire industry. In the past decade, we have boasted a running selection in excess of 10,000+ unique products in stock at any given time. The overwhelming demand in the market, combined with the challenges at the manufacturer level, which include puzzle printing availability, staffing challenges and legal requirements which can vary from state-to-state has resulted in a serious shift in the current and near-term availability of these products. We are committed to continuing to offer the largest selection available in the market, and we are working with more than 100 different vendors to keep the flow of options available to you at the highest possible levels.
Our customers themselves are part of this ongoing challenge. Due to the shortages in the market, every time our great receiving team receives a truck load of new inventory, sales go up dramatically and we are often sold out on those new products within just hours of receiving. It's toilet paper 2.0 people! Based on what we are hearing at the manufacturing plants, and the ongoing challenges in the market as a whole, we are expecting this to be the reality at least for the rest of this year.
As we have for over a decade, we are committed to providing you the best value, quickest updates, and biggest rewards for shopping with us. We are discussing every single day how to improve our internal processes and our offering. In that vein, we are providing a few links below that we believe will be extremely useful for puzzlers in the near future:
We are also evaluating the best use of our newsletter lists. While we have not been sending newsletters in the past several weeks due to overwhelming demand, we expect to resume measured offers in the coming weeks. Consider signing up for daily, weekly and monthly updates, as we will be using these lists to keep you up to the minute in terms of what's available, what's on it's way and what's new and hot in the industry. We are also planning to expand benefits to our rewards program, which will offer additional members-only benefits like discounts and coupon codes, advance notice on availability and first crack at what's in - or will be - in stock.
Recent Press About Our Company and It's Recent Growth Surge!
River Front Times
KSDK St. Louis
KRQE New Mexico