- XS is getting a whole lot more busy with custom lab orders. We do not adulterate in any way (including adding fragrance, Diffusion Tech, or anything else to molecules {Ingredients, XSR or Putative Alternatives}) so please do not request us to do so.
- We also cannot upgrade lab time for anyone. If you ordered from custom lab you agreed there will be a delay in shipping. We are not willing to move an order ahead of everybody else because you have a thing you desperately need it for, nor can we split orders. Please order customs as a separate order.
- It's difficult to change things in the lab too once an order has been placed. More than likely if we agree to even begin the process of checking to see if its possible your order will go to the back of the line.
This all sounds pretty rough but here's what needs to be considered.
- There are numerous components of the operation that need to happen for customs to be made. Its like a 5-6 step process that is undertaken and so if Kate gets a request she would have to notify everyone in that process every step of the way. If one person misses a step because it requires them to stop what they are doing, remove all the protective gear and just to much to get into. We were doing it as a favor so then when it doesn't happen all of a sudden now somebody gets disappointed because they really wanted FXS, or 10mcg, or in oil...
- You agreed to lab time. Its not like we are sitting around just making you wait. There's a process that happens every day and we schedule time to meet certain needs. We are not going to split up orders and now we will be charging a service fee for cancelling orders. Sorry, but seriously way to many requests for these things going on now and unfortunately it costs us time and money which we need to pass along.
- See number 1.
Here's the crazy part...after we said sure we can do that we then get 2-3 more requests to change something else. By the time its done its a completely different order. That's not to mention custom orders get done in parts a lot of times. If somebody ahead of you ordered something that's on your order and a bunch others, chances are we will make it all at once. We've been good about cancelling them too, but once any part of the order has been made we will no longer allow cancellations. It just means we have half an order made and nowhere for it to go a lot of times.
Please think about what you need and order accordingly. I've taken myself out of the yes equation by informing all team members we are not changing custom orders nor allowing cancellations if any part of the custom order has been started. All other cancellations will incur a small service charge. Its for sanity purposes!
On the other hand, there's no harm in asking, but please do not take it personally if we say no.