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COVID19 FAQ

UPDATE: May 19 2020

WE UPGRADED OUR SHIPPING SERVICE PROVIDER.

To make your shopping experience more pleasurable we have upgraded our shipping service provider. From now on all shipments will be shipped via "DHL Global Mail" fully tracked, reliable shipping service provider, with minimal shipping delays due to pandemic. 

New shipping time frames, given normal(non-pandemic) circumstances:

    • Germany: 2-4 days
    • Europe: 3-6 days
    • USA & Canada: 5-9 days.
    • Rest of the World: 6-13 days

Please note that due to pandemic, depending on your location regulations, there might be slight delays on top of regular delivery times. We ask you to give up to 10 days on top of regular delivery time before getting in touch with our customer service team. 

 

What If I have placed my order prior May 19.

To ship our orders prior May 19 2020, we used to ship all of our orders via Lithuania Post economy mail services, with optional tracking. We have noticed that Lithuania Post shipments during the time of pandemic are experiencing severe delivery delays. If you placed your order before May 19 it may experience a delay up to 3 weeks on top of regular shipping time estimates provided with your order confirmation. So please allow more time for your order to reach you. If it wont reach you within expected arrival date considering expected delays, please reach out to our customer service team at hello@burga.com and we will offer an upgraded re-shipment via DHL for your order or full refund.

 

WHY YOU DONT SHIP TO MY COUNTRY?

We have temporary stopped shipping to countries our shipping provider has suspended shipping due to COVID-19 caused disruptions. Temporary not shipping to:

    • Australia
    • New Zealand
    • Dominican Republic
    • South Africa
    • Moroco
    • Macedonia
    • Taiwan

 



UPDATE: May 1st 2020

CAN I STILL PURCHASE FROM YOUR WEBSITE?

Yes! We are still accepting & processing orders. However delays on top of usual delivery time are expected.

 

ARE YOU GUYS SHIPPING AS NORMAL?

We are trying to. Dispatching orders takes a little longer than usual, because we had to implement various safety & social distancing measures in our warehouse. On average we aim to process and ship your orders in 72h.

 

ARE YOU IN STOCK ON MY MODEL PHONE CASE?

We are in stock on 95% of our product offering. Stock level and dispatch date is indicated on each product page straight below the price.

 

WHY IM NOT GETTING A RESPONSE?

Currently we are experiencing 5 times more customer service requests than usual. We had to quickly hire and expand our customer service team and add 10 new hires. Our team is working around the clock to get back to you. Current average response time is about 3 days. Unanswered messages backlog are decreasing each day and by May 22 our response time will be back to normal- 12 hours after inquiry received. We appreciate your patience and understanding.

 

WHY I HAVEN'T RECEIVED MY ORDER? WHERE IS IT?

We are receiving a number of inquiries related to order statuses. Please note that to ship our parcels we are using National Postal services. Due to COVID-19 airline companies has cancelled more than 70% flights. Planes are used for international postal parcels to reach destination country. Due to implemented strict regulations, border control and airplane industry disruption postal parcels may experience a delay.

Usual delivery times, after order dispatched are:

    • Europe: 1-2 weeks.
    • United States: 2-3 weeks.
    • Rest of the world: 2-4 weeks.


Lithuania Post notified us that expected delays on top of usual delivery time are:

    • Europe: 1 week
    • Rest of the World: 1-3 weeks.


We know the delivery is way longer than you would expect, but this is something out of our control due to worldwide chaos caused by ongoing COVID-19 outbreak, that is affecting life of each and every one of us. Meanwhile, we are working on faster shipping option for our customers like DHL Global Mail, which will allow your parcel to reach you 2 times faster. This is set to launch early June.


This page will be updated once we have any new information.

Stay Safe,
BURGA Team

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