Why we answer every email ourselves

We answer every message within one to two business days, and we do it ourselves. That is not a marketing line; it is a capacity constraint we have decided to accept.

What it buys us

• We hear about a problem in the packaging before it becomes a pattern.
• Most custom requests — a breed we do not make, a color we do not stock — reach us directly instead of dying in a form.
• When someone is disappointed, they talk to the person who can actually fix it.

What it costs

Time, mostly. A templated reply takes seconds and a real one takes minutes. On a busy week that is a couple of hours a day that does not go into printing.

If the person answering the email cannot change the outcome, the email is theater.

If you have written to us and not heard back within two business days, check your spam folder first — then write again. It means something went wrong, not that we ignored you.