Where's the cart? Why can't I place an order? What's going on?
If you have visited our website recently, you may have ended up on a page with this message:
Notice to our loyal customers:
During the recent closure of our brick-and-mortar stores, our online orders have shot upward, and we are currently struggling to keep up. Over the last two weeks, our normal turn-around time for orders has stretched to three times the normal rate, and we are only falling further behind each day.
We are working as hard as we can with a small crew of dedicated staff who are doing all they can to fill and ship orders while practicing appropriate distancing measures and sanitation protocols. To get a handle on our order backlog, we are taking the regrettable step of temporarily limiting the number of orders we accept each day. We don’t like to do this, but unfortunately, there’s no other way to keep up at the moment.
If you are seeing this page, we have reached our limit for the day. Each morning we will open the online store at 8:30 am MST and keep it open until our order limit is reached. Please try to place your order tomorrow.
We want to make it clear that we are incredibly grateful for our customers and for all the orders we receive – it’s keeping us going right now. And we promise that as soon as we’re caught up, we will start to increase the number of orders we accept each day or remove the limits entirely if we can.
We’re very sorry for any inconvenience this causes you, and we thank you in advance for your patience and understanding.
Your friends at The Silk Road
It’s true. We are absolutely overwhelmed with orders. We usually get online orders shipped out very quickly, but right now it's taking around 5-7 business days. We have a very small team working, and due to social distancing within our warehouse and our commitment to keeping our staff and community safe, we can't bring anyone else in at the moment.
For those who have asked, we are capping our daily orders at around 100 – once we hit the limit, we stop accepting any more orders until the website goes live again the next morning at 8:30 am MST. In the last few days we have hit that order limit in about 20 minutes! We know how frustrating this must be for many of you. The good news is your cart should still be intact when the site goes live again, so if you miss out, please try again the next morning.
Ordering closed for the day? You can still access the site!
If ordering is done for the day but you would like to access our site to browse, plan a future order, or read recipes, you can click the “ENTER STORE USING PASSWORD” link and use the password "JUSTBROWSING". This will allow full access to the site, but you will not be able to access your cart or add products to it.
To our customers: Thank you, thank you, thank you!
While it is frustrating to be overwhelmed by orders we can’t fill quickly enough, it is wonderful to be overwhelmed by the love and support of our customers. So many of you have sent us notes and messages of encouragement, and they mean so much to all of us.
We will all get through this together. As always, we really appreciate your patience, and promise we will get your spices to you as soon as we can!
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