mica

Dear mica,

Thank you for taking the time to share your experience and for your candid feedback. We genuinely appreciate every comment—positive or critical—because it helps us identify our weaknesses and improve our service. We are truly sorry that your journey with us has led you to feel this way, and we take your allegations very seriously.

To allow us to investigate your case thoroughly, could you please reply with your order number? This will enable us to pull up your full transaction record, review all communications, check the tracking details you mentioned, and verify the PayPal refund status. Without this information, we cannot properly address your specific concerns, and we are eager to get to the bottom of what happened.

Let us take a moment to explain how our fulfillment process works. OKFAY partners with leading manufacturers around the world, and we ship furniture products directly from our partner factories to our customers in the United States. We maintain long‑standing relationships with major carriers such as UPS, FedEx, and DHL. Because items are dispatched straight from the production source, the standard delivery window typically ranges from 2 to 4 weeks. This timeline is clearly stated on our product pages and during checkout, as we believe in transparent expectations.

However, we understand that delays and lack of updates can be extremely frustrating. There are several reasons why processing may take longer than anticipated. First, every order undergoes a rigorous quality inspection before it leaves the factory—we never compromise on safety and durability, and that careful check requires additional time. Second, we use reinforced, custom‑designed packaging for large or fragile furniture to minimise transit damage, which also adds handling days. Third, since we source from multiple global suppliers, cross‑border shipping is often involved, and customs clearance can occasionally introduce unpredictable waits. Finally, many of our pieces are oversized and must be shipped via specialized freight carriers rather than standard parcel services. These carriers operate on limited capacity and fixed routes, so your shipment may need to queue for a slot, especially during peak seasons. We are continuously working with our logistics partners to shorten these lead times and improve real‑time tracking updates.

We assure you that OKFAY is a legitimate, registered business, not a scam. We value every customer’s trust and are committed to honouring our obligations.

To resolve your situation fairly, we offer you two clear options—please choose the one that suits you best:

① If you are still interested in the product, we can apply a 15% discount on the product as a goodwill gesture, and we will keep your order.
② If you prefer to cancel, we will process a full refund to your original payment method immediately upon your confirmation.

In addition, we will personally oversee your case to ensure whichever option you select is executed correctly and promptly. We also encourage you to reply with your order number so we can attach a formal apology and a discount coupon for a future purchase as an extra token of our regret.

We are not perfect, but we are honest. We respect your decision and will act according to your choice. Please give us the chance to make things right.


Regards,
Okfay Customer Service Team
( *support@okfay.com , 24/7 stands by your side*)