Support Response Time?

[ReluctantlyMade]

I ordered the LTT backpack because a coworker recommended it and the screwdriver for my job. To give the timeline:

 

Ordered it on May 12th

Shipped to the US on the 15th

Released by customs on the 19th and forwarded to destination

It says the destination is Canada on the 21st

It is then delivered to Richmond, BC on the 27th with no details as to why

 

LTT Store still only has the confirmed order on May 12th with the correct shipping address, Wizmo has the correct shipping address but similar information to Canada Post, and Canada Post shows the above information. I have emailed support both on the contact page and via the support email but I haven't even gotten an automated response. I'm really disappointed that this has been my experience especially since I know the products are high quality because I've seen them in person. I don't know if it's been because of the US tariffs or what but it makes me apprehensive to order other items in the future.

I already posted on the Reddit and hate being this type of customer but reading about multiple people not getting response for weeks makes my confidence in getting heard pretty weak.

 

Edit: After reading responses from Linus as well as the post on LTT Store US website saying to expect a delayed response, I am content with those measures. All I wanted was some clarity.

[LogicalDrm]

I would say it's 100% US customs who is at fault. Support is probably drowning to requests for assistance from US customers. It's small-ish support team, maybe 20 people. Getting hundred requests per day, maybe more, it will probably take months for them to get things back on track.

[GarlicDeliverySystem]

Given the state of US tariffs policies and the fact that a court just declared most/all of them illegal, then an appeals court paused that decision again.... I don't blame customs having no clue on how to deal with shipments at the moment. So I don't doubt LTT store is flooded with support tickets atm.

An automated reply might be a good idea (i.e. "see tariff stuff, we are flooded in tickets, please wait"), but it won't change the situation, unfortunately.

[ReluctantlyMade]

12 hours ago, GarlicDeliverySystem said:

Given the state of US tariffs policies and the fact that a court just declared most/all of them illegal, then an appeals court paused that decision again.... I don't blame customs having no clue on how to deal with shipments at the moment. So I don't doubt LTT store is flooded with support tickets atm.

An automated reply might be a good idea (i.e. "see tariff stuff, we are flooded in tickets, please wait"), but it won't change the situation, unfortunately.

The strange thing is that I've read multiple people getting automated responses. I did end up getting a human to reply a couple hours after my posts though, so hopefully it is successfully shipped and I have a tracking number soon.