ACTION REQUIRED: Out of Stock Notification

YOUR ACTION IS REQUIRED FOR COMPLETING YOUR DELIVERY

If you received an SMS from us and are visiting this page, unfortunately, our local print partner has informed us that a frame or hanger in your order is out of stock and temporarily unavailable.

Sending us an email in a timely fashion is the best thing you can do to expedite your order's delivery.

Below are your options for how to move forward with your order as well as additional details describing how we got here.  


What do I need to do?

Email us at team@atlas.co with your Order Number (ACO#XXXX) or phone number and select one of the options below.

In addition to one of the options below, we would also like to send you a link to your High-Resolution Map image file that we use for printing for you to print yourself or use on social media. Please let us know if you would like for us to provide this link in your email to us.

Note: Any requests outside of the options below will cause a delay in our response to your order changes.


What are my options?


If you want to keep your current order:

We can remove the unavailable hanger/frame from your order and ship you the map poster only. This will result in the fastest delivery.

If you don’t mind waiting:

We can keep your order as-is, and we’ll let you know as soon as it’s ready to ship. The exact dates will vary by the frame(s)/hanger(s) you have selected and the region where you live. Our logistics team is in communication with our fulfillment partners daily. We are currently being promised replenishment anywhere from the first week of January to "early Q1" (depending on the frame(s)/hanger(s) chosen and region). At this point we anticipate being able to fulfill your order during January/February 2021 and will communicate additional updates as we have them.

If you want to cancel your order:

  • We can cancel your order and issue you a gift card with a 20% bonus so you can reorder at any time.
  • We can cancel your order and issue a full refund back onto your original payment methods. Funds will be available within 10 business days (although it is often much faster than this).

We are very sorry for the inconvenience this may have caused you, and we’ll be doing everything in our power to offer the best resolution to this unfortunate situation.

Please let us know your decision as soon as possible by sending us an email at team@atlas.co with your with your Order Number (ACO#XXXX) or phone number and preferred option so we can resolve this issue promptly.


FAQ

I placed my order early in your launch. Why am I just now being notified?We understand how frustrating this must be for you. We are truly sorry for letting you down. Our team did not anticipate that out of stock issues would be a challenge for us and our internal systems were not built to cope with the level of stock outs that we have seen. It has taken time for our team to form a plan and you have been a victim of poor communication and transparency. We are learning from our mistakes and will do better as we move forward.
Why did support@atlas.co tell me something different?Our support team has been responding with the latest information available. Because this has been an evolving situation what you were originally told may no longer be the case. We are truly sorry for providing you with bad information and our support team is doing everything they can to handle the large number of requests.
Can I get my print .png file and still receive a refund?Yes! We accept full responsibility for letting you down with the delivery of your map and want to do everything we can to make this right.