Shipping Updates – O2 Canada

Shipping Updates

July 24th Update:

From all of us at O2, we would like to thank our customers in the Philippines for their patience and understanding as we worked through our shipping challenges. We are very happy to announce that all outstanding Philippines orders will be shipped in the coming days and we will provide a tracking number for your order early next week. We will open up new orders for our customers in the Philippines next week as well.

 

July 10th Update:

We've shipped over 3,400 orders since Tuesday and remain in stock on most products (save the Sport Strap).  Our target shipping timeframes continue to drop and we're completely focused on maintaining this level of service moving forward.  

We'll be moving to a single Friday update moving forward.  As always, drop us a line if you have any questions.

 

July 7th Update:

Another 1,319 orders have shipped since Friday and we continue to ship orders out within a week of receiving them.  In many cases product is shipping out even sooner!

To our customers in the Philippines, we continue to work through some operational challenges getting product into the country and our customer care team will keep people updated as we make progress.

Lastly, a reminder that our product team discovered a packaging error with some of our filters.  We immediately mobilized a plan to replace them, however, it meant that some of our O2 Curves were sent without a full plastic seal. We assure you that our team followed strict sanitation procedures and these respirators are brand new.

 

July 3rd Update:

Over 8,100 orders were shipped out this week!  We've run out of stock of some colored shells and the surgical adapters but more inventory is being processed by our warehouses to get the last handful of outstanding orders from previous weeks out the door early next week.  To our US friends enjoy your holiday weekend and stay safe.

 

June 30th Update:

We shipped out 1,935 orders today and remain on track to ship all outstanding orders this week.  Beginning next week we'll officially be in stock and be able to ship product very quickly.  Our California warehouse is now up and running and this has increased our shipping capacity moving forward.  

 

June 26th Update:

All orders remain on track to be shipped out by July 3rd.  We're so thrilled to get these products out to our patient customers.  We are committed to helping as many people as we can through this trying time and have learned a lot throughout this process.  Stay tuned for some exciting announcements over the coming weeks.

 

June 23rd Update:

We shipped out 2,156 orders in the last week!

The large shipment of high bridge respirators is expected to arrive in two days. We won’t waste any time picking, packing and pushing out orders to reach our goal of shipping all current orders by July 3rd!

Lastly, increased demand for surgical adapters has depleted stock in our shipping facilities, however, more of these valuable clips are en route and expected to arrive in our warehouses in 3-5 business days.

June 19th Update:

We’re happy to say that fulfillments are happening as scheduled and respirators are being delivered all around the world. Very soon production will be ahead of demand and long wait times will be over!  Next week is going to be our biggest shipping week to date.


Just 4 months ago our tiny company was made up of 6 people working out of a small office in Kitchener, Ontario. Today, O2 Canada employs an incredibly busy staff of over 40, ships hundreds of respirators daily through our distribution centres in Canada, the U.S. and Hong Kong, and is expanding its innovative technology into many areas of health and safety.


Thank you to our very patient customers who have held fast through all of the growing pains. We hope you love your O2 Curves!

June 16th Update:

Our Fulfillment team is making great progress on the packaging issue we shared on Friday.  We remain on track to ship out the remaining orders in our backlog by the end of the month.   Please note, some of you may receive your package sealed with a sticker instead of a full plastic wrap -- but we assure you our team have followed strict sanitation procedures and your respirator is new and clean.  For our front line workers, we also made our surgical mask adapter available.  You can find more information here

June 12th Update:

Since our last update,  our product team discovered a packaging error with our filters that could impact their effectiveness.  As such we immediately mobilized a plan to replace them.  Sadly, this has created an additional delay of 5-7 business days on shipments.  The good news is that as of the week of June 22nd, we will be shipping as usual.  Our fulfilment centres are limited in how much product they can pick and ship in a day, but we expect them to be able to ship out all remaining orders by the end of June.  There is light at the end of this tunnel and we can't wait to get these products into your hands.

We continue to get positive feedback about the product.  Here are just a couple recent examples:


We just got the low bridge and wow a better fit. I would definitely recommend low bridge for Asians. I placed an order for one to replace my high bridge. I will likely gift it to a patient that needs something like this and can't afford it.

I appreciate your guys effort to innovate/improve/advance your product. It truly is all about the seal.

The O2 Curve 1.2 mask seems to have the best breathability of any mask or respirator I have ever worn (N95 respirator, surgical face mask, various cloth masks made of different materials). Before trying it on, I assumed the plastic shell would make it hard to breathe through it, but breathing through it is a breeze!

Just wanted to say a huge thank you! Got my mask today and it is great! Thank you for including the procedural clip adapter. Fit great with the surgical mask over it. Thank you for helping protect us healthcare workers!

 

June 9th Update: 

To our valued customers,

We continue to make progress on shipments, with another 3,195 orders shipped out in the last 7 days.   Our production has scaled dramatically and tens of thousands of masks are en route.  That being said, we've experienced delays in both receiving and moving products as all of the global shipping carriers are under extreme duress right now.  We've had a large number of masks take anywhere from 7-30 days to reach our customers once leaving our warehouse.  Fun fact, carriers don't let you file a 'lost package' claim for anything under 30 days.  So while product is being moved, actual customer deliveries continue to take longer than we would desire, and we're limited in our ability to speed these up.  Moving forward, we're committed to providing shipping updates every Tuesday and Friday indefinitely.  We're currently prioritizing all of our efforts around getting product to people that have been waiting.

Our company is motivated by the belief that everyone has the right to breathe clean air.  We know people need these masks and we've had many sleepless nights knowing we're not meeting expectations for many of you.  We can't promise when we will have all packages fulfilled, but we can promise to update our customers twice a week until we have.  For those reaching out for your individual order update, we'll do our best to give you timely and accurate information.

 

May 29th Update:


We are excited to report that 25,000 O2 Curves are on their way to our fulfillment center! Along with these masks, over 200,000 filters are about to be available for shipping out! When these shipments arrive at our fulfillment centers, we will have the inventory we need to fill ALL current orders. We understand that this has been a long time coming and we look forward to celebrating this milestone with you!

An area of challenge for us recently is delays with our couriers once orders leave our fulfillment centers. Our representatives from all of the major courier companies are telling us of wide spread delays and “Christmas-like” volume while also experiencing staff shortages. Many customers are seeing no delay in deliveries, but others are seeing up to 30 day delivery times.

We thank you for your patience with us and we also thank you for extending your patience to those delivering packages to your door.

We hope you enjoy your weekend and stay safe!

 

 

May 22nd Update:

Production has been ramping up at our manufacturing facilities over the last couple of months and the impact is now being seen in our fulfillment capabilities.

We are excited to tell you that all orders under #16,391 have either been received by our customers or are in final processing at our Fulfillment Centers! Furthermore, approximately 40% of all orders above 16,391 have already been fulfilled based on the stock we’ve had. 

Based on the volume of product that is currently on it’s way to our fulfillment centers, we believe that we will be caught up with ALL current orders within the next 2-3 weeks. There are a couple of factors that could delay this (such as customs holding up an incoming shipment) but we are confident enough to post this message today.

Our goal is to be able to be in the position to fulfill future orders within just 3-5 business days, once we are caught up with current orders. We certainly appreciate all of your support and your patience with our customer service team and hope to continually give you good news as the days, weeks and months progress.

May 21st Update:

Kitchener team working hard to ship out your orders out the door!

May 19th Update:

Happy Tuesday!Over 1100 orders left our fulfillment centers again this weekend and we are geared up and ready for a BIG week.

For all those that received their orders without the replaceable coloured shell you ordered, those are set to ship out to you this week. When we have fulfilled all past orders for those coloured shells, they will be available again on the website for ordering.

Thank you for your patience and support in our effort to help the world breathe a little easier!

May 13th Update:

Over the last 6 days, 2,856 orders from our Chicago fulfillment center. That represents more than 4000 masks that will be reaching customers mailboxes and front porches very soon! 

More stock is arriving at our fulfillment centers daily. Stay tuned for more detailed updates as we keep working to fulfill all orders.

 

May 9th Update:

Those 1200 orders shipping from Chicago this weekend will soon be joined by 1600 more currently being processed in Ottawa.

Picking and packing continues to be determined by the timing of incoming stock, as well as how warehouse associates create their batches. Because of this the actual range of orders being processed currently is between approximately 7000 and 18000 (only a handful under 10K) with the bulk of them being between 10 and 14 thousand. As we said earlier, our goal is still to get those with lower order numbers out in front of those with higher order numbers.

As always, our goal is to get your goods out to you as fast as we can - this will never change!

 

 

May 8th Update:

TGIF! Chicago has got big weekend plans - we’re processing 1200 orders to ship by Monday.

As some of you have noticed, we made a slight error in our may 6th update! *in canadian accent* sorry aboot that! The post originally said “For now we are filling orders, prioritizing those in the 13000 - 14000 range”, but has since been updated to say “...10000 - 14000 range”. don’t worry 10-13K! You haven’t been forgotten!

Our goal is to be caught up on backlog in time to fulfill orders 18000+ per our original projection. For example, if all goes as planned, an order in the 18000s would ship out from the warehouse within 3 - 5 weeks from today (edited). Please keep in mind this is the goal, we continue to be at the mercy of pandemic logistics. It could be later, but it could be earlier too!

We know this is not ideal for those less than 18000. This is not the level of customer of service we ever aimed for, and we are working hard on improving it for the future. Just this week we’ve hired more customer service staff to improve our reach on ALL platforms. We can’t wait to better connect with each of you! 🥰 

In other news… we have caught up on all orders for frontline workers! We are so happy to protect all our frontliners and allow them to breathe easy!

 

May 6th Update:

Good news! Chicago warehouse was able to process 1500 more orders faster than anticipated.  We successfully shipped out a large batch of orders yesterday and even depleted it’s entire inventory of 5-pack filters! Thankfully, a new shipment of 4000 5-pack filters arrived and has been unpacked to continue filling orders.

Our shipping process is still operating slowly as we work out some kinks! We hope to announce updated projections next week. For now we are filling orders, prioritizing those in the 10000 - 14000 range*. As always, we try our best to fill these chronologically. Although this is our goal, inventory supplies play a large influence on which orders can be filled before others.

Kitchener warehouse is focused on getting priority masks out to our frontline workers. We are so thankful for the risk and hard work they do!

*edited May 7: updated from 13000-14000, this was a typing error. 

 

May 4th Update:

May the Fourth be with you! Orders under #10,000 (excluding fashion shells) have been filled. Please let us know if you have an order number less than #10,000 and have not received the masks in your order.

As mentioned last week, a big shipment of masks arrived at the docks of our Chicago warehouse. These have begun processing and we can’t wait for the warehouse shelves to be stocked with masks!

Our latest Ottawa fulfillment center was delayed slightly on the weekend. Our logistics team is working hard to resolve the issue before the end of the week. In the meantime they are receiving additional masks and filters.

Finally, We wish a very happy holiday to all our customers in China!

 

May 1st Update:

Easy Breezy! Have a look at all the places our Windy City warehouse has shipped to this week (just in the US alone)! This morning they received 5000 additional masks to continue filling international orders.

 

April 30th Update:

Overdue Orders: Overdue orders up to #10000 are being shipped via our Chicago warehouse (excluding backordered fashion shells). 

Canadian Orders: We’ve added a NEW Canadian fulfillment center in Ottawa to help get our Canadian orders out!

Chinese Public Holiday: Components made in China, such as fashion shells, may be delayed due to China’s upcoming public holiday (aka May Day). We are working on getting as much product released through customs and to our fulfillment centers before the vacation begins!

Projection Calendars: As our small company scaled up to meet increased demand, obstacles directly related to the pandemic prevented us from making accurate shipping projections. We were trying our best but things were changing by the hour. We can no longer stand by our previous projections. We are so sorry for any inconvenience this has caused.

Going Forward: We are trying our best to ship chronologically but due to inventory levels of various warehouses, it doesn’t always work out that way. Please be assured we are committed to fulfilling every single order, large or small just the same.

 

 

April 29th Update:

Happy Wednesday (for those who are still keeping track of the days)! A few updates from today:

  • Fashion shells are en route to all of our warehouses. Once we get our hands on them we will pack and ship them to you!
  • We value each and every one of our customers. We are a small (but growing) customer service team working on replying to all inquiries through email, facebook, and all our social media channels.
  • For those who are asking… we do have additional customer support phone lines in the works! Stay tuned!

We are expecting an update later today regarding progress on overdue orders - we will let you know as soon as we know!

 

April 28th Update:

April 27th Update:

We still have less than 800 outstanding orders with numbers less than #10,000. We are working hard to get these out ASAP! 

If your order contained one of our Fashion Shells, it may have shipped without these due to backorders. We apologize for this inconvenience however this was our best solution logistically to get masks shipped out. But don’t worry! You will still be getting your shells, just at a later date. We still have your orders and will ship as soon as stock becomes available. We are told it will be this week!

Orders from the last week and forward will not have the fashion shells split as we have inventory coming in this week. If that gets held up we will look at a split again. Moving forward we should be able to hit our fulfillment rates now that stock is coming in to meet demands. 

April 24th Update:

We are very excited to announce we recently switched logistics companies to better support the influx of orders! Our new warehouse is catching up on over 1400 orders today! The order numbers range from #3000 - #10 000. If this sounds like yours, you will receive a tracking number as soon as it leaves the warehouse (today or tomorrow). #1000apologies #breatheasy 

April 23rd Update:

Valued Customers,

As a company, we recognize that the chaos being driven by this pandemic is not ideal for any of us. We are committed to getting masks to every one of you. Delays in every aspect of our business are having a huge impact on the timing of fulfilling your orders. Thousands of masks are sitting on planes that can’t take off, stuck at borders we can’t cross over or somewhere in transit moving slowly and sporadically. Please be sure that we are not trying to scam anyone or be dishonest in any way. We respond to your emails and messages with the most up-to-date information we have, and when it changes we try our best to communicate that to you.

We are working day in and day out to get stock moving as fast as we can, and we do believe fulfillments will happen within a reasonable time frame. However, some orders continue to be further delayed due to stock issues, repeated flight cancellations and other transportation challenges caused by the COVID-19 pandemic. Unfortunately, these have been unpredictable.

We want to thank all of our customers for being understanding and having patience at this difficult time and we are committed to getting masks to you despite these challenges. We will send tracking information as soon as your order ships. If you haven't received your products within 4 weeks of dispatch, we ask that you contact us so that we can investigate and figure out how to best get our masks to you!

 

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