While you all are very familiar with @Fire and myself, we have a number of support agents and Q-Engineers who were beginning to burn out and make mistakes due to the constant workload. Due to this increasing demand for our products, we recently implemented official store hours to help balance the load and help our staff (and ourselves) maintain a healthy work/life balance.
Those hours are 9a - 6p Monday through Friday (EST). Yes, technically this does include responses to tickets and Q-Customs. With tickets, expect a response within 2-3 BUSINESS DAYS. Yes, that means if you send in a ticket on Friday at 6, it may be Tuesday before we respond, though we generally try to clear out the queue first thing Monday morning. With Q Customs, the standard build time is 3-5 BUSINESS DAYS. So yes, that means there COULD be a situation where you have to wait over the weekend.
That being said, when it comes to customs, we try our hardest to keep it around the 3-4 day range, meaning we regularly try to avoid a situation where it’ll take 7 days for you to receive your custom due to your order being placed on Tuesday or Wednesday, but sometimes (but rarely), it’ll happen. We also regularly process customs on the weekend anyway, just to get the order out. But again, if we’re all burned out or life throws something our way, it may happen. That being said, if you order EXPRESS service, you’re guaranteed to get it the next day PERIOD, regardless of whether it’s a weekend or not.
Many of you are used to receiving your customs in exactly three days and we’re still striving to hit fast service, but we have to make sure that we maintain the quality of your customs. We’d rather send it in 4 days and know that the custom is perfect rather than rushing the order and compromising the integrity of the custom.
Most of you will not notice a change in service, but we have to allow ourselves time to rest and relax and we have to give those who work hard for us an opportunity to do the same.
These policies will be added prominently to the Q Store (it’s already on the ticketing system, it’s not our fault if people aren’t reading it).