Update Regarding Shipping and Reunds

Hi To All Our Loot Cave Customers

We wanted to send an update to a couple issues that we have faced over the past month which has resulted in some delays in both shipping orders or arranging refunds when we have needed too.

What happened?
It really has felt like a comedy of errors of late, as you may or may not know I (James) work a full-time job alongside running Loot Cave, I have a warehouse staff member who is responsible for orders getting out for ensuring orders are processed in a timely fashion. Due to personal reasons, she has been unreliable for the past few weeks, this has meant things simply did not get done and stock was not ordered, allocated or picked as quick as we are used too. This has meant that even though i have sent repeated requests for things to be done and my believing they have been done the reality is many of them clearly haven't. I have had a death in my family which has limited my ability to personally step in and resolve these issues also. Its all just happened at once and its created delays we would rather not have.

What Are We doing to Fix it?
Over the past weekend we implemented a new inventory management system that shows us a lot clearer when an order is awaiting stock, how long it’s been waiting, if it’s a part shipped order or if an order is waiting on pre order items. This change is already making a massive difference and over the coming days myself and my partner will be focused on getting all those delayed orders out. We have made the decision to send everything that is currently in stock regardless of whether an order is awaiting a pre order item. This is simply to clear the backlog and allow us a better process into the future.

We will also be having a huge Warehouse clearance sale to clear excess stock we no longer see the need to hold. This sale will have some huge discounts so we do hope you will come along and grab yourself a bargain. The sale is planned for THIS WEEKEND Saturday 30/11 and Sunday 01/12 from 10am to 5pm. Keep an eye out for more info in your inbox or our socials soon.

Refund Delays:
When an order exceeds 30 days, we are unable to "click the refund button" as the order will have been reconciled, been tax paid to the ATO etc. For this reason, we need to request our accountant to undo this and release the funds back to you the customer. We have noticed in the past 2 weeks particularly that refunds have not been occurring. I have spoken at length with our accountant this morning and I’ve been assured that he will process refunds as a matter of urgency.

In closing I do want to say Thank you, the patience most of you have given us is by far why I consider Loot Cave to have some of the best customers around. I do honestly mean that, thank you so much for putting up with our failings this past month or so and for allowing us the opportunity to correct it.
We do anticipate you will start seeing your orders landing on your doorstep in the coming days and again we thank you for being so patient. Any orders that have faced any extended delays or issues we will reach out to you personally to discuss your options.

Thanks once again
James Thomas
Owner
Loot Cave