COVID-19 Customer Updates
We have your back 💖
During these unprecedented times, we remain committed to providing you with the best quality products and outstanding customer service. We know you may have questions about your order, so we’ve created this status page to keep you informed on the latest updates about our progress and the impact of COVID-19. Through thick and thin, we’re with you. Thank you for your patience and loyalty during this time.
For the latest information and guidance on the COVID-19 outbreak, please visit:
World Health Organization (WHO)
Centers for Disease Control and Prevention (CDC) for US updates
Your local government health department
May 7, 2020 - A message to our customers
To our valued customers,
We understand the ever-changing circumstances surrounding COVID-19 have created uncertainty for everyone worldwide. Along with you, we are closely following the impact of COVID-19 on our community. Our hearts and thoughts go out to each and every one of you.
We recognize you rely on us for products you love. We take that responsibility seriously and are mobilizing quickly to protect the health and safety of our employees in order to serve you. In response to announcements from local governments and health officials, we have encouraged employees who can perform their roles remotely to work from home for the duration of the outbreak.
Additionally, our production facilities uphold immensely high standards for cleanliness and are strictly abiding by new safety guidelines to ensure we take all the right steps. We are implementing additional precautionary measures to safeguard the wellbeing of our crews and community with masks, sanitizer, and increased surface cleaning.
Through this challenging time, we pledge to do our part to be a business you can depend on. We are actively monitoring and assessing the situation in real-time in order to respond as best we can. We encourage you to also stay tuned through trusted channels such as:
World Health Organization (WHO)
Centers for Disease Control and Prevention (CDC) for US updates
Your local government health department
We will also continue to closely monitor the situation with our shipping service providers in order to keep you informed. Should any changes arise, we will be communicating them on this page. We encourage you to regularly check back for updates.
In the meantime, please take care of yourself, your families, and your loved ones. We sincerely appreciate your patience and loyalty as we traverse these difficult times together. We look forward to continuing our best efforts to serve you.
Please be safe.
Team 9banana
May 7, 2020 - A Look Behind the Scenes
April 24, 2020 - Masks Production Updates
Demand for masks remains high given the recommendation to wear masks issued by the Centers for Disease Control and Prevention (CDC). Since the CDC’s recommendation in early April, seven states (CT, HI, MD, NJ, NY, PA, and RI) have taken this guidance further, requiring residents to cover their faces when they visit essential businesses or use public transportation.
Due to a surge in demand, we’re experiencing delays in shipping cloth mask orders.
- US orders will ship within 14 to 21 days of purchase
- International shipping times will vary
You’ll see estimated shipping information prominently displayed on the buy page. We’re working quickly to resolve this delay and have added a new fulfillment partner to resolve this issue.
For the most recent 9banana information related to COVID-19, please continue checking this page for updates. We appreciate your understanding and ongoing support, and we’re working hard to maintain the quality service we’ve always provided. Thank you for giving us the opportunity to do so.
Sincerely, The 9banana Team
March 31, 2020 - Our Proactive Approach
We want you to know we’re committed to providing the best possible customer service during these uncertain times. This is what it means to be a 9banana customer—we have your back through thick and thin.
Over the last few weeks, we have taken multiple preemptive measures to optimize product and shipping operations to ensure uninterrupted service for you. At this time, we are actively following the latest developments concerning COVID-19.
Our goal is to continue taking proactive steps to stay ahead of any issues the outbreak may cause as well as maintaining full transparency about our actions. You can find the latest updates below.
Production
Our facilities are fully stocked and all products are available. We are actively working to mitigate any possible delays.
Shipping
While we cannot control border regulations and closures, we can control how delays get handled. In true 9banana spirit, we intend to go above and beyond. To compensate for any production delays that may occur, we are offering free upgrades to priority shipping for all affected buyers within the US.
For locations where deliveries simply cannot be made at this time, we will be notifying customers at checkout. For an updated list of countries and cities we currently cannot ship to, please refer to our FAQ. https://www.9banana.com/faq
Customers
Our priority is keeping you informed and satisfied. Our support team is working around the clock to address all customer concerns and inquiries.
Our dedicated team is here to help and can provide you with resources and information to assist you through these times. Please don’t hesitate to contact us at https://www.9banana.com/contact/email.
How long will it take to receive my order?
Is there a special COVID-19 return/refund policy?
Which products are still available for fulfillment?
Are you still launching new products?
Which destinations are currently experiencing service suspensions?
Due to the severity of the COVID-19 outbreak, there are widespread airline cancellations and restrictions in affected areas. As a result, the countries listed here are currently experiencing suspended or partially suspended service.
* Please note that all international orders are currently experiencing delays.
The 9banana team is here for you. If you have any questions or needs, please contact our customer support team.
