Hi Matt,
We sincerely apologize for the frustration you're experiencing. I completely understand how concerning it is to wait for your order, especially being so close to our New York facility.
We actually reached out to you via email on February 3rd to provide a detailed update on your order, but I want to address your concerns here as well for transparency.
Here's the status of your custom curtain track:
Your order was placed on January 24 and shipped on January 29 via FedEx. Your package is currently in transit and on schedule to arrive 7th Feb, which falls within the original delivery timeframe.
Why it takes this time:
Custom preparation (7 days): Your Sharon Bendable Curved Track (9-12ft, ivory, with ceiling mount) was custom-made to your exact specifications—not a ready-to-ship item
Standard shipping (10-14 days): The shipping option selected at checkout, which uses FedEx ground service
Even though we're in New York and you're in New Jersey, FedEx ground routing follows specific hub schedules rather than direct point-to-point delivery.
What we've done to help:
✅ Sent you a detailed email update on February 3rd with tracking information
✅ Verified your package is on schedule with FedEx
✅ Standing by to assist if any issues arise
Please check the email we sent on 2/3 for your tracking link and direct contact information. If you didn't receive it, please reach out to us immediately at james@dolcewe.com
We're here to make this right, and your beautiful custom curtain track will be worth the wait. Thank you for your patience, and we look forward to hearing from you!