How we handle mistakes and unforeseen inventory shortages

The most common scenario in which we are unable to deliver at the time shown while you were considering placing an order, is if we get orders in rapid succession for a model where we only have one in stock. Our way of handling this is to fulfill the first order we got first and inform the person who placed the second order about the situation and provide a new expected ship date. This is on the emailed acknowledgment so be sure to review the expected ship date every time. We encourage the dealer to immediately let the end user know, so that the end user has early visibility to the change in ETA and can adjust his plans accordingly, we will understand if the order needs to be cancelled. We also try not to be a company that just greases the squeaky wheel and so will not move your order in and bump other orders out as that is too unfair to the other people who placed orders before you did.

Another scenario is if we by mistake show lead-time to short and only realize this after we enter your new order into production, in this case we still will prioritize the orders in the order in which they were received. We will fix our mistake by informing you as soon as we learn that we have made a mistake and encourage you to pass it on down the line so the end user can make an early and informed decision.

We have run into cases where we had shown incorrect lead-time online and the customers who placed this last order felt we should drop everything and make their order before everyone else. We will go to extra expenses to speed up your order, but even though we are at fault, we still will not move you in front of others because it would just be moving our problem over onto the other people who had placed prior orders. If this scenario arises, we hope you consider the bigger picture and cancel the order if you cannot wait, rather than encouraging us to inconvenience other people who had placed earlier orders.

Holding a one-of stock item for a dealer that almost has a deal is also something we will not do. If you put the shoe on the other foot then you as a dealer would not like it either, if you came to us with a firm order and we denied you a unit here in stock because it was being held for another dealer who was still working on a sale.