Where is My Order (WISMO)
Hi [CUSTOMER_FIRST_NAME],
Thank you for checking in — I completely understand the anticipation when you're waiting for something you're excited to try.
I've just pulled up your order and I'm glad to report it's on its way. Our average delivery runs around 9 days, so you're right in the heart of the normal window. You can follow it in real time here: [TRACKING_URL].
One thing worth knowing: international tracking updates can be a bit sparse in the first few days as your package moves between sorting centers — that's completely normal. If you don't see any movement in the next two to three days, please write back and I'll personally follow up.
Warmly,
[AGENT_NAME]
Olenis Customer Care
Hi [CUSTOMER_FIRST_NAME],
Thank you for your patience, and I sincerely apologise for the delay — I know this has taken longer than it should have.
I've flagged your order [ORDER_NUMBER] directly to our fulfillment team and asked them to investigate the current status on an urgent basis. In the meantime, the latest tracking information is available here: [TRACKING_URL].
I'll come back to you personally as soon as I hear from the team — typically within one business day.
Warmly,
[AGENT_NAME]
Olenis Customer Care
Hi [CUSTOMER_FIRST_NAME],
I owe you a real apology. Your order [ORDER_NUMBER] has been in transit far longer than it ever should be.
Here's what I'd like to do: I'm going to arrange a free replacement shipment for you right now so we can get the product in your hands as quickly as possible. If for any reason you'd prefer a full refund instead, I'll process that immediately — no questions, no friction.
Just let me know which you'd prefer and I'll take care of it within the hour.
Warmly,
[AGENT_NAME]
Olenis Customer Care
Hi [CUSTOMER_FIRST_NAME],
Thank you for letting me know — this is genuinely frustrating and I want to help you sort it out right away.
Before I escalate this, could I ask you to take one quick look — sometimes these deliveries end up with a neighbor, at a front desk, or tucked beside a side door. The full details are here: [TRACKING_URL].
If it's not there, please write back and I will arrange a free replacement for order [ORDER_NUMBER] without any further delay.
Warmly,
[AGENT_NAME]
Olenis Customer Care
Reshipment
Hi [CUSTOMER_FIRST_NAME],
I'm reaching out because I want to be upfront with you: your original order ([ORDER_NUMBER]) experienced a delay that isn't acceptable by our standards.
I've already arranged a fresh replacement shipment on your behalf — no action needed from you. You can track it right here: [TRACKING_URL].
Thank you for your understanding — I genuinely appreciate your patience.
Warmly,
[AGENT_NAME]
Olenis Customer Care
Hi [CUSTOMER_FIRST_NAME],
Thank you for following up, and I'm sorry this took as long as it did to resolve — that's on us, and I appreciate you sticking with it.
The good news is I've arranged a free replacement for your order ([ORDER_NUMBER]) and it's already been dispatched. Here's your new tracking link: [TRACKING_URL]
Give the tracking a little time to activate, and please don't hesitate to write back if you have any concerns along the way. I want to make sure this one lands in your hands without any further issues
Warmly,
[AGENT_NAME]
Olenis Customer Care
Other Shipping Related
Hi [CUSTOMER_FIRST_NAME],
I have an update on your order and wanted to reach out right away. Your package has arrived in the country but is currently being held at the GOFO Express facility — this typically happens when a delivery attempt couldn't be completed at your door.
The good news is you can reach them directly to arrange a convenient delivery time or pickup. Please have your tracking number [TRACKING_NUMBER] ready when you call:
GOFO Express
Customer Service: +1 (949) 688-6032
Email: cs@mail.gofoexpress.com
Hours: Monday to Friday, 9:00 AM to 6:00 PM
If you run into any difficulty reaching them or the package can't be redelivered, please let me know immediately and I'll arrange a free reship or full refund without any fuss
Warmly,
[AGENT_NAME]
Olenis Customer Care
Hi [CUSTOMER_FIRST_NAME],
I wanted to reach out with an update: your package has arrived in the US but is being held at your local post office — likely because a delivery attempt was made while you were unavailable
You can contact USPS directly with your tracking number [TRACKING_NUMBER] to schedule a pickup or request redelivery at a time that works for you:
USPS Customer Service: 1-800-275-8777
Hours: Monday to Friday 8:00 AM – 8:30 PM | Saturday 8:00 AM – 6:00 PM
If the post office is unable to release the package or it gets sent back, please write to me right away and I'll sort out either a free reship or a full refund for you.
Warmly,
[AGENT_NAME]
Olenis Customer Care
Hi [CUSTOMER_FIRST_NAME],
No need to cancel at all — I can fix this for you in about 30 seconds. Just reply with your new address and I'll update it on your account right now so your next shipment goes straight to the right place.
If your move is still in progress and the timing feels off, I can also push your next delivery out by a few weeks until you're settled in — whatever works best for you. Looking forward to your reply
Warmly,
[AGENT_NAME]
Olenis Customer Care