We have spent much of 2011 re-working our approach to Canada and will be announcing news soon. It has been a point of embarrassment for us especially given the Canadianness of the President / wife / co-founder here and our Queen of Merchandising. They are Canucks through and through. Ice hockey and maple syrup are in their veins. They pound back La Batts every Friday at Beer Thirty. Butter Tarts are a core part of their diet. But we are closing in on an impoved solution.
So it was a sad to read of Zappos' decision (below) to pull out of Canada all together recently. Although I did feel a degree of comfort that we were not alone in the challenges we have been dealing with.
So I'm sorry about the reduced shoe selection you now have and thank you for being so patient. We are nearly there! (What if we launched gShoes while we're at it? gZappos?)
While we often have fun things to talk about in this space, we sometimes have less pleasant topics to share.
We have made the difficult decision to shut down the canada.zappos.com site and stop shipping to Canada. One of our core values is to "deliver WOW through service". That means the best selection of brands and products that can meet just about every individual's needs as well as fast, free shipping and free returns, all at competitive pricing. Our Canadian customers know that we have not lived up to these service levels.
Product selection on canada.zappos.com is limited due to distribution agreements with the brands we sell in the United States. In addition, we have struggled with general uncertainty and unpredictability of delivering orders to our Canadian customers given customs and other logistics constraints.
We would like to thank our loyal Canadian customers and are sorry that we will not be able to serve you in the same way. Beginning April 1, 2011, we will no longer ship orders from canada.zappos.com. Some of you may have electronic certificates with open balances. If that is the case, please be sure to redeem them prior to April 1, 2011. Of course, as always, we will still be accepting your orders placed from Canada and shipping to US addresses on www.zappos.com. Customers can always reach us 24/7 by calling 1-800-927-7671 or emailing firstname.lastname@example.org.
Thank you for reading this. While you may not like our decision, we hope you understand the reasons.