We understand how frustrating it can be to wait for a response, especially when you have questions about an order. Please know that every email and message we receive is important to us, and we are committed to responding to each one as quickly as possible.
Kate Quinn is a small business with a lean team; we have two dedicated customer service members, and many of our employees support multiple areas of the company in addition to customer service. During busy periods, such as major launches, promotions, shipping updates, or periods of increased order volume, we may experience a higher-than-normal number of customer inquiries, which can lead to longer response times. To help improve this, we are actively training additional team members to assist with customer service during busier periods so we can provide support more quickly.
While response times may occasionally be longer than we'd like, there is always someone actively working through the inbox. Some issues can be resolved quickly, while others require additional research or coordination with our warehouse, production, or logistics partners to ensure we provide accurate information.
We also understand that customers value both timely communication and personalized support. When possible, we may send an initial response to acknowledge your inquiry while we continue researching the details of your request. Our goal is to keep you informed while also ensuring that the information we provide is accurate and helpful.
We appreciate your patience and understanding as our team works to provide thoughtful support to every customer who reaches out.
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