Franklinbeens,
In order to better serve our customers, I would like to further explain our email procedures. When a customer places an order on-line, an order confirmation is sent via email. Then, after the order ships, another email is sent confirming the shipment and giving tracking information for the order. We are always concerned when a customer does not receive these emails as we know how important this information is. Our research shows that there are two common reasons why a customer doesn't receive the emails.
First, the email address that we have on file is not correct. There are various factors that would cause this such as being entered incorrectly on-line or by our agent. It could also be the address has been changed and the account was not updated.
The second most common reason is the emails are being removed by the customer's email server as spam. This would have to be corrected by the customer and his service provider.
We always urge you to please report any difficulties you experience with receiving our emails so that we can research the issue and come up with a solution. We consider this a vital part of our customer service.
Thank you for your post and I hope this information clarifies our procedure. Please do not hesitate to contact us by email or phone at 1-800-334-3699 if you have further questions.
Bonnie L
Drs Foster and Smith
Live Aquaria
