Fraying:
Subject: Assistance with Fraying Laces
Body: Hello [Customer Name],
Thank you for reaching out regarding your Caterpy laces.
To minimize the risk of fraying, we recommend cutting the laces near the middle between bumps. Cutting closer to a bump can increase the chance of fraying. It's crucial to use sharp scissors, as dull ones can exacerbate the issue. Please only cut the laces after you’re sure of the fit, as adjusting them afterward increases the risk of fraying. One of the benefits of our laces is their reusability across multiple shoes, which may be compromised by cutting.
If fraying occurs, you can carefully burn the ends to prevent further fraying, though we advise caution with this method.
If you'd like, we can resend the same lace, or, if you have excess lace left, we can send a smaller size. Alternatively, we are happy to exchange your lace for any other color available on our website. Please let us know how you'd like to proceed.
Best regards,
[Your Name]
Caterpy Customer Support
Out of Stock:
Subject: [Product Name] Temporarily Out of Stock
Body: Dear [Customer Name],
We regret to inform you that the [specific colorway] of our Caterpy laces you ordered is currently out of stock. We apologize for the inconvenience.
We can offer you a replacement in any other color, size, or style that is currently in stock. Please let us know if there is a specific option you'd like, and we'll process the exchange immediately.
Thank you for your understanding and patience.
Best regards,
[Your Name]
Caterpy Customer Support
TryCaterpy Issue:
Subject: Assistance with TryCaterpy Promo Code Issue
Body Option 1:
Hello [Customer Name],
Thank you for bringing this issue to our attention. Could you please send us a screenshot of the error message you received, as well as a list of the items in your cart? This will help us troubleshoot the problem effectively.
Best regards,
[Your Name]
Caterpy Customer Support
Body Option 2:
Hello [Customer Name],
Thank you for reaching out! The TryCaterpy promo code provides a free lace with purchase, so you’ll need to add a second lace to your cart for the code to activate. Please note that this offer excludes clearance laces.
If this doesn’t resolve your issue, please send us a screenshot of the error, and we’ll assist further. We’re excited for you to try our laces!
Best regards,
[Your Name]
Caterpy Customer Support
Product Defect:
Subject: Replacement for Defective Product
Body: Hello [Customer Name],
We’re truly sorry to hear about the defect you experienced with your Caterpy laces. This is indeed a rare occurrence, and we apologize for the inconvenience.
To help us improve our quality control, could you please send us a picture of the defect? We will pass this along to our manufacturing team.
Rest assured, we will send you a replacement as soon as possible.
Thank you for your understanding.
Best regards,
[Your Name]
Caterpy Customer Support
USPS Delivered, Not Received:
Subject: Assistance with Missing Package
Body: Hello [Customer Name],
We’re sorry to hear that USPS marked your package as delivered, but you haven’t received it. Unfortunately, this is becoming more common due to the current delivery climate.
USPS can mark packages as delivered up to 72 hours before actual delivery. We recommend contacting your local USPS branch to report the issue. You can start this process here or by calling your local office.
If there’s no change by [date], we can resend the package if you’d like. Please let us know how you’d like to proceed.
Thank you,
[Your Name]
Caterpy Customer Support
Inventory Out of Stock (OOS):
Subject: [Product Name] Out of Stock
Body: Hello [Customer Name],
We’re reaching out to inform you that due to a technical glitch, our system allowed an out-of-stock item to be ordered. Unfortunately, the [specific colorway] you ordered is not currently available.
We can offer you an exchange for any in-stock color of your choice, or if you prefer, we can issue a full refund. Please let us know how you’d like to proceed.
Thank you for your understanding, and we apologize for the inconvenience.
Best regards,
[Your Name]
Caterpy Customer Support
Returns:
Subject: Return Instructions for Your Caterpy Laces
Body: Hello [Customer Name],
Thank you for giving our Caterpy laces a try! To process your return, please send the laces in their original condition, along with the packaging, to:
67 Drennen Road
Orlando, FL 32806
Include a slip of paper with your order number and your request for a refund. Once we receive the items, we will process your refund to the original payment method.
We hope to win your business again in the future!
Kindly,
[Your. Name]
Caterpy Customer Support
Exchange:
Subject: Exchange Instructions for Your Caterpy Laces
Body: Hello [Customer Name],
Thank you for trying out our Caterpy laces! To exchange your laces, please return them in their original condition and packaging to:
67 Drennen Road
Orlando, FL 32806
Include a slip of paper with your order number and your request for a different size or color. If the requested item is out of stock, we will notify you of an alternative option.
We appreciate your business and hope to serve you again in the future!
Kindly,
[Your Name]
Caterpy Customer Support
Heel-lock and Caterpy:
Subject: How to Achieve a Heel-Lock with Caterpy Laces
Body: Hello [Customer Name],
Thank you for reaching out! One of the advantages of Caterpy laces is their elasticity, which allows you to tighten the laces further without creating pressure points, resulting in a snug fit without discomfort.
Using Caterpy laces, you can utilize all the shoe’s eyelets without causing hotspots on the top of your foot. This mimics the heel-lock effect without needing to double back the laces, which can restrict circulation with traditional laces.
As someone with narrow feet, I found the heel-lock essential before switching to Caterpy. If you find the laces don’t meet your needs after a day or two, we can always discuss returns.
I hope this information helps with your decision! Please don’t hesitate to reach out with any follow-up questions.
Kindly,
Shane
Caterpy Customer Support
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Fraying:
The best practice is also to cut near the middle between bumps, the closer you are to a bump the more likely fraying will occur, but it is likely with time fraying will eventually happen still. We highly recommend using sharp scissors, dull scissors greatly increase the chance of fraying. We only recommend cutting your lace after you are positive that you have the fit and feel right, the more you adjust the laces the more likely they will fray. One of the main qualities about our laces is that you can reuse them in multiple pairs of shoes. Cutting the lace, as with any no tie shoelace or traditional shoe lace, removes this ability. You can burn the ends to prevent the fraying even more, but again we advise care and consideration before attempting this because when fire comes into play things can be dangerous. If this is a route you go down please exercise caution.
If you would like, we can resend you the same lace, or if you have a lot of excess we can send a small size lace for you. Otherwise we are happy to swap out your lace with any other color we have on our website in stock. Please let us know!
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Out of Stock:
This email is to inform you that we are out of stock in our ______________ colorway. If you'd like, we can replace this item with any other color/size/or style currently in stock. Please let us know if there is a color we can exchange for you.
Thank you,
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TryCaterpy Issue
#1
Can you please send us a screenshot of the error message you received as well as the items in your cart?
#2
Thanks for reaching out! The TryCaterpy promo code is a code that gives a free lace with purchase. This means you need to add a second lace to your cart for the code to activate. All laces are eligible except for our clearance laces. If your issue is not related to this please send a screenshot of the error you are receiving. If you have any further issues please feel free to reach out again! Excited for you to get to try them!!
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Product Defect:
Oh wow, that is a very rare occurrence indeed. Apologies you had to experience that! For our own quality assurance needs do you mind sending a picture of the defect that we can pass along to manufacturing?
We will definitely send you a replacement as soon as possible!
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USPS Delivered, not received
Sorry to hear USPS has misplaced your package and falsely labeled it as delivered. This has been a more and more common occurrence with the current delivery climate in the US. USPS can mark their packages as delivered as much as 72 hours in advance. We highly recommend reaching out to your local USPS branch to make note of this. You can start that process here: https://emailus.usps.com/s/ or you can call your local office. This can affect future packages for other vendors as well so we recommend taking action. If there has been no change by _________ we can resend a package to you if you'd like. Please let us know.
Thanks,
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OOS
This email is to inform you that we have been having some tech glitches with our computer systems which has resulted in both a delay in our ordering fulfillment and our inventory. You ordered a _____________ shoelace which we do not have in stock. We are more than happy to exchange that color for you with any you wish as long as it is in stock we will fulfill it. Please let us know which color you'd like. Thank you for your understanding!
This email is to inform you that we have been having some tech glitches with our computer systems which has resulted in a discrepancy in our inventory. You ordered a Jaguar Black Reflective shoelace which we do not have in stock. We are more than happy to exchange that color for you with any you wish as long as it is in stock we will fulfill it. Please let us know which color you'd like. Thank you for your understanding!
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Returns
Thank you for giving our products a try! Please send laces to 67 Drennen Road Orlando, FL 32806 laces and packaging must be in the condition purchased to receive a full refund. Please include a slip of paper with your order number and that you would like a refund. This greatly speeds up our process upon receiving the items. Once received the refund will be applied to the card you purchased with.
We hope to win your business again in the future!
Kindly,
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Exchange
Thank you for giving our products a try! Please send laces to 67 Drennen Road Orlando, FL 32806 laces and packaging should be in the condition purchased. Please include a slip of paper with your order number and that you would like to receive a larger size of, and as long as we have them in stock we will send them, if an item is out of stock we will notify you about an alternative to replace with. This greatly speeds up our process upon receiving the items. Once received the return shipment will be organized.
We hope to win your business again in the future!
Kindly,
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This email is to inform you that we have unfortunately run out of _____ laces. If you would like we can substitute these colors with any size/style/color you'd like. We can also simply issue a refund if you'd prefer to go that route, please let us know how you would like to proceed.
Kindly,
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My name is Shane. Thanks for reaching out! One of the benefits of the laces being elastic are twofold:
1) The elasticity actually allows you to tighten the laces further without creating a choke point so your shoes may end up feeling even more snug than traditional laces.
2) You can utilize all of a shoe's eyelets without creating a hotspot on the blood vessels at the top of your foot. The main reason for a heel lock is to utilize all of the eyelets without having traditional laces cross over the top of the foot twice in the same location as it can really hinder blood circulation. In short, with Caterpy you can create a heel lock effect by utilizing all eyelet holes without needing to do the extra loops or worry about circulation restriction.
As someone who also has narrow feet, I almost always used a heel lock in shoes before I started working for Caterpy. Obviously everyone's feet are different, but if you find after you try them for a day or two in your shoes that they don't achieve the effect you are looking for, we can always go the route of returns.
I hope this helps with your decision! Please do not hesitate to reach out if you have any follow up questions!
Kindly,