Thank you for your feedback, Katheryne, and our sincerest apologies for the delay on your shipment.
This appears to be an issue with the carrier, in this case: FedEx. Your order shipped out from our warehouse on 10/24/20. It appears as though FedEx placed your package on the wrong truck, at least twice. Check out the "Travel History" on your tracking info here: https://www.fedex.com/apps/fedextrack/?tracknumbers=190665108400 - Holy Smokes!
We are just as frustrated as you are, and have reached out to our FedEx rep to get an explanation for this. However, we are glad to see that it appears FedEx is on the right track now, and your order is now scheduled for delivery on 11/11/20.
In regards to your shipping rate, I see in our system that you are a Luna Care provider. Luna Care has negotiated a special flat rate with SME, Inc. USA - meaning that all standard shipments over a minimum order value ship for free. This order did not meet the minimum threshold, so it did not qualify for free shipping, and therefore your negotiated Luna Care flat rate shipping rate was applied. If you have any further questions about this negotiated rate, or the SME benefits you receive as a Luna Care provider, we are here to help! Please contact our Key Accounts Manager, Chip Murphy chip@smeincusa.com
Thank you so much for your feedback, and we look forward to serving you again soon!
