May 21Waiting sucks. That's why we've just released a new 10-step tracking page that gives you more realtime updates to your existing order. Check it out at www.customwheeloffset.com/track. If that's not enough, we'll text you updates on your order (if you want that of course.)
We're a transparent company, and we'll continue to be. Thank you for your support through this interesting time and of course, your feedback as well. The positive remarks and comments have truly made us smile. We'll keep you updated with changes as we always do. Thank you.
The Custom Offsets Team
May 19We would like to start off by saying we truly appreciate your continued support. While we continue to ship hundreds of packages each day we are determined to make sure our priority always lies on our existing customers.
With that being said, we have made the decision to only allow purchases on our site to be made via our save cart feature. This allows us to reach out to you when we are ready to take on more orders without impacting our current customers and getting their orders out first. You can use the saved cart feature by locating it on our checkout page. Once your cart is saved, you can expect a member of our team to reach out to you within 48hrs to process your order.
Words can not express how grateful we are for your continued support & patience. Thank you from the entire Custom Offsets team
May 18Tomorrow we are excited to be opening up our site and accepting new orders at 12PM CST. The past two weeks have been unlike anything else we're been through, and we're nearly out of it. We've worked through shipping and health challenges that this pandemic has given us all the while focusing on the safety of our employees and existing customer orders. While we're sure covid-19 will throw more curveballs at us in the coming weeks, we're thankful to have each and every one of you that has supported us, been patient with us, or has been waiting for us to reopen to support out business. We're excited to start going back to the good ol' days of making video, building trucks, and getting every one of you the things you need for your build. - The Custom Offsets Team
May 17Weekends don't slow us down. We continue to ship hundreds of packages each day while getting ready for our site to reopen on May 19th at 12PM CST. Our pause on sales have allowed us to focus on existing customers, establishing new safety guidelines set for by the CDC, and create new tracking systems for your order through email and text. While COVID-19 will likely continue to impact various situations with manufacturers and ourselves, we will remain committed to letting our customers know their order statuses; both new and existing. With a strengthened tracking page and updated email and text notifications, we are confident that you'll know exactly where your order is. Thank you for your support and have a great Sunday!
May 16We continue to focus on existing orders and ensuring that any update that can be provided, is provided. We've seen tremendous movement in ensuring our existing customers are receiving updates when available. Please note, if you haven't received an update yet, that simply means we are continuing to work through your issue with the manufacturer or shipping company. Our existing customers remain our top priority and we continue to make fantastic progress everyday while retaining the safety needed to continue doing business during these trying times. Thank you for your support and commitment from all of us here at Custom Offsets. We look forward to some normal days ahead!
May 15It's Friday already? Sheesh. As we prepare to re-open on Tuesday, May 19th at 12PM CST, we want to take a moment to thank each of you. Thank you for being patient. Thank you for your support. Thank you for letting us help you through your build process for your truck. To those that dealt with a delay or mishap due to this pandemic; we're sorry that happened. This pandemic caused intensive damage to manufacturer timelines, shipping company delays, and more. While we know this doesn't change the fact you want your order; we're thankful to those that understood and continue to stand with us. Our safety continues to be our top priority as we go through each day with new information while following the guidelines set forth by the CDC. This time has allowed us to prepare for anything additional that me be thrown at us, and we're excited to get back to "normal operations." As always, we will continue to update you as we enter this new space. Thank you.
May 14We're almost through this everyone. Our warehouse and customer service continue to focus on existing orders, providing any new updates to all existing customer orders as manufacturers notify us. We've also used this time to expand upon our customer tracking page and texting which will be live on our site by 5pm CST for you to get better clarity on your current order. It's pretty slick. You can view the track page here Please note, during this time we continue to remain focused on the safety of our warehouse employees using the standards set forth by the CDC guidelines. We know delays aren't ideal, and we're working 24/7 to get those items for you. That's a promise. Want to get in line for when we open for new orders? - Build your cart on our site and save it when you hit the checkout page. We will be reaching out to those individuals first to complete their order! The Custom Offsets Team
May 13Our warehouse team continues to embody the sanitation guidelines set forth by the CDC and have allowed us to continue focusing on serving our existing customers; that's you. It's been a long few days for us here, but we're thankful that everyone that supports Custom Offsets has been patient with us. We know it's not ideal. Here's the good news; we're getting through more and more orders every single day. Our week has been dedicated on shipping existing orders out while additionally focusing on any existing email or phone call that you've sent us within the last 24 hours. We continue to be confident to be ready for new orders on May 19, 2020 at 12PM CST. This has, and will continue to be our commitment and promise to all of you that have supported us since day 1. Thank you.
We stand strong in expressing that all existing orders will be shipping within the next 10-15 business days.
We thank you for your support and patience as we work 24/7 to get through this together. Please note, if you're looking for your order status, you can do so at our track page located below in our footer.
We continue to aim for May 19, 2020 at 12PM CST as our date to resume accepting new orders.
May 10Today's update remains the same message as yesterday; continue to focus on existing orders with our weekend warehouse and customer service staff. Tomorrow, May 11th at 9AM CST our teams will be operating at 100% staffing capacity while following the safety guidelines set forth by the CDC.
Moving forward into the start of the week, our teams are working diligently to establish an additional text notification system so you can know exactly where your order is. We anticipate this to be live by mid week to help existing customers receive more information regarding their order. We're excited about this one.
We want to thank each and every one of you again for your patience and support as we go through this. We're confident that this plan will allow us to come out on top and ready for the summer season in no time.
May 09After two days of downtime with our warehouse operations to ensure the safety of our warehouse team, we are incredibly excited to announce that we have begun resuming warehouse operations as of 5/9 9AM CST.
The small weekend warehouse team that will be working safely is dedicated to shipping our oldest customer orders first. In addition, we continue to staff our customer service teams as much as possible to help communicate any updates available on existing orders to our customers throughout this weekend.
Please note, weekend warehouse capacity is dedicated to our oldest orders first and not all pending orders will receive an update this weekend.
We appreciate your patience, and we will continue saying that until we are past this unique and difficult situation together.
We will resume accepting new orders on May 19, 12PM CST.
Thank you for your patience and support.
May 08Wow. Thank you. The support we've received over the past few days has been overwhelming and we couldn't be more thankful to those that understand the crazy situation we are all in. As we continue to roll out additional safety procedures provided by the CDC, our focus remains the same; to keep our employees safe. This has been done through distributing additional PPC gear, single entry/exit doorways to limit potential exposure, and temperature checks for all our employees.
In regards to our orders, our timeline to begin resuming shipping remains May 11th, at 9AM CST. Please note, you may receive an early notification of shipment due to weekend staffing and support to try and get existing orders out even faster. As always, if you'd like to see the most recent information regarding your order, you can do so by visiting the tracking page here.
To both new customers and old, fans and staff, thank you. Thank you for being with us through this and having patience with us as we too navigate this new and quite interesting situation.
COVID 19 5/7 ANNOUNCEMENT
As of 11:30AM today, May 7, we have received positive confirmation of 2 cases within our warehouse team of the COVID-19 virus. Due to that information, we have made the difficult, yet necessary decision to pause all warehouse operations until Monday May 11th at 9AM CST to protect our employees and reduce the risk of infection of COVID-19.
This decision allows us to protect our employees by reducing the risk of infection in accordance with the CDC guidelines by establishing comprehensive warehouse cleaning and mandatory testing procedures for all of our warehouse employees. These steps will allow us to ensure we're taking the appropriate and needed measures to establish a safe and clean working environment for our team.
We understand your excitement to get your order, and we mean it when we say we're sorry for the inconvenience this causes. Once we do begin shipping orders, our objective will be to ship the oldest orders first. The goal will be to have all current orders shipped within 2-3 weeks from our return to office date of 5/11. You have trusted us with your hard earned money and we want to make sure you get what you paid for. That's why we're pausing any new orders until 5/19 at noon CST. We want to spend this time working with those existing customers that are going through this difficult time with us. You trust us, and we want to make sure we meet those needs first.
Rest assured, we'll bust our butts to get your order out the door as quickly as we can. If you have questions on our timeline, we've made one below for you.
Again, we truly appreciate your order and thank you for understanding.
Timeline: May 7-May 11 @ 9AM | Warehouse Sterilized, Mandatory Testing Establish, and All warehouse operations paused. May 11 @ 9AM | Tentatively resume warehouse operations to ship already existing orders. We will not be taking new orders until May 19 @ 12PM CST. May 19 @ 12PM Noon CST - Online store to re-open and resume normal business operations
FOCUSING ON OUR EXISTING CUSTOMERS
May 06In order to keep our staff safe & customers satisfied, we have limited our staffing and paused accepting new orders until Tuesday, May 19th at 12pm CST to focus on shipping orders already received. Thank you for your continued support during these uncertain times!
The delays in shipping have increased due to high order volume and decreased staffing in order to keep our employees safe. Due to these circumstances, orders may require an additional 5-10 business days to process on our end increasing ship times from 10-15 days to 20-25 days. The safety and well-being of our employees is of the utmost importance to us, as we are sure you would understand and support.
We encourage all with existing orders to look at the tracking page for order updates.
We are doing everything in our power to ensure that you receive the best customer experience possible, and we can't thank you enough for helping to support us during these trying times.
We're In This Together
March 20We at Custom Offsets want to let you that this crisis is not slowing us down. We are committed to bringing you the best quality products at the best prices possible. While we recognize the severity of the current pandemic, your passion should not be on hold. Know that Custom Offsets has your back through all of this and will continue to deliver the best customer service and products in the industry. Here's how we're handling the situation:
First and foremost, our hearts go out to those affected by the virus; you are in our thoughts and prayers. We are amazed by the diligent work of healthcare workers and first responders who are selflessly putting their well-being on the line to take care of others.
Second, we are focusing on the health and safety of our employees. Almost all employees are working remotely, and we've canceled all of our in-house events. We feel fortunate that our team has made this transition smoothly while continuing to execute at the highest levels.
Third, we couldn't do this without you. Your trust and continued patronage through this time have had a massive impact on the entire Enthusiast Enterprises.
As we push forward, we'll keep you updated and will always value any feedback or questions you may have.
We are committed to leading the aftermarket wheel, suspension, and tire industry while persevering together in the days, weeks, and years ahead.
Team Custom Offsets.