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Delays: Print-On-Demand, Pandemics, And Holiday Shopping

Every year around September or October, online businesses begin to gear up for the holiday shopping season. This means a huge push to build awareness for new customers, to re-engage existing customers, and to generally promote products. It’s a proven (if not tedious) method for helping buyers and sellers get the most out of holiday shopping seasons. It’s also the time of year when businesses and shoppers have to plan for inevitable delays due to volume, scarcity, and weather.

This year more than ever before, you need to be thinking even earlier with your holiday planning.

To say that 2020 has been an unprecedented year would be an understatement. Everyone has felt the disruption from the global pandemic—publishers and authors are no exception. So, with the fourth (and final) quarter of 2020 on the horizon, it’s time to think about how you can close out the year on a high note.

Publishing And Print-On-Demand

When it comes to shopping and buying products online, there are two distinct ‘sourcing’ methods that can cause some confusion. The historical method is to source a product from a warehouse. This one is pretty easy to understand. 

Let’s say I want to buy a lamp. I go online, find the lamp I want, and order it. An automated system sends my request to the appropriate warehouse. Someone at the warehouse finds the lamp and packs it up for shipping.

Bam! I’ve got a sweet new lamp! 

Because the product is just waiting and ready for someone to buy it, the process of fulfilling an order from a warehouse can be fast (thanks Amazon). 

The other method is on-demand products. For some products, this is necessary because the product is customized immediately before ordering. I might create a book of family photos and customize the introduction for each family member.

Print-on-demand is great for custom products and for reducing warehouses, but it’s not so great for production times. That lamp can ship and arrive in a matter of days. But my custom book has to first be checked to ensure it can print, then sent to a printer to be printed and bound. Once all of that is done it is added to a shipment and picked up by the carrier. Only then does it start the journey to my mom’s doorstep.

Planning Ahead

For all the awesome things Amazon brings us, its Prime Shipping has created one huge problem for every business creating custom and on-demand products. They’ve created an expectation of speed.

It’s an unrealistic expectation too. While you can get an item that’s been sitting in a warehouse packaged and shipped in very little time, custom products naturally take longer.

Your mantra for the coming weeks should be PLAN AHEAD. 

A few weeks ago, the American Booksellers Association published its guidelines for preparing for the fourth quarter. While the entire article is worth reading, I want to focus on one statement:

“We anticipate many supply chains being slowed or disrupted by COVID at some point during Q4.”

There’s a lot you can do as an independent author or small publisher to prepare for the holiday season in a normal year. From cleaning up your site’s pages to ensuring your books are all perfect and ready for purchase. But this year, you should add one item; order timing.

Every single business, in the entire world, is preparing for the end of 2020 by promoting and encouraging early shopping. MarketWatch predicts the holiday shopping season could start more than a month earlier than usual; jumping from the week of Thanksgiving to October 10!

Preparedness is everything this year.

Preparation & Print-On-Demand

If all industries—including retailers with warehouses full of their products—are expecting delays, we all have to prepare for those inevitable delays. For print-on-demand retailers (which is you if you’re using POD for your books), you’ll need to consider not just the delays in shipping but also potential material delays that may impact the printers. 

Printing

Allow extra time for printing during the fourth quarter. Most orders take three to five days to print, but with the holidays and the existing delays, we expect that print time to grow.

Part of this is due to more orders than usual. But now our printers must also contend with social distancing and various delays in receiving materials. And in the USA, it’s an election year where the USPS is struggling to handle mail-in ballots and loss of funding.

Add these new concerns onto the already unpredictable delays caused by weather and volume, and deliveries this holiday season may experience a number of delays.

If you sell directly to your readers (maybe using our Shopify App or Open API), you should consider ordering some books to hold on-hand. In fact, that’s a good plan in general. If you always have a handful of your books stored, you can act like a warehouse retailer and ship books quickly if it’s absolutely necessary. And with the potential for delays in shipping and printing, it’s even better advice this year.

For authors who rely on retailers (like the Lulu Bookstore) to sell your books, you’ll need to focus instead on sharing information with your readers. Start marketing for your holiday sales earlier than in years past and share information about delays from a variety of sources.

Shipping

Unfortunately, there isn’t a lot you can do to allow for shipping delays. 

In the fourth quarter carriers always experience an increase in delays and lost or damaged orders. It’s just natural when they’re trying to get more packages delivered in a set timeframe. Stack on top of that the pandemic driving even more online sales and creating material shortages and we’re in for some difficult delivery times over the coming months.

When you are messaging to your readers (and potential readers) about inevitable delays in shipping, be sure to encourage them to order early and plan for the longest predicted shipping time.

One idea for buyers who purchase too close to the holidays to guarantee having your book in time is a custom gift voucher. Lulu’s Bookstore offers these as we approach our shipping deadlines and if you sell using Shopify or our API, you can create your own using Canva or another (free) design tool.

Here’s a template I made you’re welcome to use:

Gift Voucher-Lulu-Made with Canva

Shipper Surcharges

One unavoidable change that will impact everyone is the increase in shipper pricing. This is being seen now as a surcharge applied to vendors (like Lulu) who use shipping providers like FedEx, UPS, and others. It’s important to understand any potential changes in the cost to ship as provided by the shipper and to allow for this when thinking about your holiday shoppers. 

On Lulu we have to adjust our shipping cost to cover shipper surcharges, which you’ll see listed as an increase in the various shipping methods we offer. Please note that this is not an increase controlled by Lulu; rather we are applying the increase our shippers have imposed to help them meet the increase in demand this year.

If you sell direct using Lulu xPress for Shopify or our API, you’ll need to allow for any changes in shipping costs by updating the amount you collect from buyers for shipping. Otherwise, any increase in shipping will eat into your profits from each sale.

Potential Delays For Lulu

We expect our printers to need a couple of extra days for some orders and we anticipate unpredictable shipping delays. 

That doesn’t mean you can’t have a successful holiday season though! You just need to plan ahead and actively share information with your readers. To help you plan your holiday sales, we’ve created this infographic to help you plan around potential delays in printing or shipping.


19 thoughts on “Delays: Print-On-Demand, Pandemics, And Holiday Shopping”

  1. I am in the same exact position, for a book I worked on for close to two years. I also paid the extra for expedited shipping and still have not received my book. There was no message on the shipping options page that we shouold expect delays. It just isn’t fair and I expect a refund.

    1. Hi Yaakov,
      Very sorry to hear about the delays. We do have a prominent banner on our cart warning about shipping and production delays. And with all shipping providers experiencing their own delays due to the pandemic, delivery times are incredibly hard to predict right now.
      Your best option now would be to contact our support team to see if they can assist you.

  2. Hello,
    I sent a number of support tickets regarding my order (order no: 15273415) for nearly a week but have not received any response from the Customer Support team. I am from Canada and still waiting on my books well past the estimated arrival date. I hope to receive some assistance/refund on this matter.
    Any help would be very much appreciated. Thank you!

    1. Hi Vincent,
      Sorry to hear about the delays. Between the Pandemic and the holidays, everything has been experiencing delays.
      I asked someone from our support team to look into this and get you an update as soon as possible.

  3. Nottinghamshire be snarky or rude,but could we get some idea of when orders might start printing? I ordered a couple of books on the 8th of December, and never expected them to make it by Xmas, but they haven’t even printed yet.

    I’m not asking for you to hurry me along, I would just like some info on what timeframes look like.

    1. Hi John,
      I would get in touch with support. Even with delays due to our printer staff’s COVID-19 safety precautions, an order from Dec 8 should have made it through the process by now.

  4. I placed an order on Dec 10th that had serious implications on my business as this was for a cookbook i created. I worked the release date around your estimate and it seems we are fairly off that estimate now. I sent a support ticket on the 24th for which i have received no response. I paid for expedited processing and shipping which seems to have no effect on the outcome.

    While i understand the pandemic delays, it is very unfair that you have people paying the same prices and providing delivery estimates that are not true. If you had provided a realistic timeline then i would not have planned and lost money in my book release prep. Additionally, people should not have to reach out in this way to even get a response.

    1. Hi Shiraz,
      Expedited shipping is an option, but we don’t offer expedited printing/processing. There’s just no way to prioritize orders at our printers without causing a lot of disorder.

  5. I ordered 20 copies of a book my husband wrote for our grandchildren. My order went in on December 1st. The estimated delivery date was in plenty of time for Christmas. Each time I have checked on the website my delivery dates gets pushed back.
    Now it’s saying they won’t even be shipped until December 24th. We are so disappointed that we will not have this gift to give at Christmas. I wish the original order timeline had been more realistic.
    I have used Lulu in the past and was very happy with the product but I would have gone with another publisher if I had been made aware of the delay.

    1. Hi Denise,
      Sorry to hear about the delays! I see the support case you created; I’ll ask someone from our print team to look at this today. I don’t think the estimated times should be changing drastically in your account, so perhaps there’s an issue we need to investigate.

  6. Rev. E.M. Camarena

    The delays I have encountered all stem from the Post Office. They must have hired new people to handle the flood of absentee ballots. This month I have had four items (books I sold) returned to me claiming to have NO postage – when they all had MEDIA MAIL postage plastered on the package. Newer personnel may not know what media mail is. Oh well. The good news is that my books (all made by Lulu) sell!
    BTW, the my most recent inventory order from Lulu arrived in one day after shipping!

  7. Linda S. DiFranco

    I have been blocked from Lulu’s web site since they rebuilt it. Will someone help me get to my projects?

    1. Hi Linda,

      Our update in the spring of 2020 requires that all users reset/update their passwords. You should be able to go to the Sign In/Register page and select ‘Reset Password’ to receive a password reset link. Be sure you provide the same email address you used to create your Lulu account.

      If you’re still having trouble, reach out to our support team. They can gather information from you about your account and help you get the password updated so you can sign in again.

  8. C Bryan Harrison

    Hello

    My book, The Polymath, is fast approaching the print position. I send off the first set of proofs this week, or very soon, and I expect them back for me to check by say15th Nov..

    I am hoping to order direct from you, Lulu, the publisher, a quantity of 100, 200, 300, 400 or 500 books – depending on the price to me per book for these quantities – and you should know, for costing purposes, that the book is 250 pages long, in paperback; and that i’m in England at the address below for you to freight them to me.

    I’m VERY MUCH hoping that you can do this – printing, freighting to me, etc BEFORE Christmas.

    Prices please: 100, 200, 300, 400 & 500 off, incl. freighting costs.

    Yours sincerely

    C Bryan Harrison

    1. Hi Bryan,
      I removed your personal information from your comment. If you’re interested in getting an order before Christmas, there’s still plenty of time! I suggest having a look at our Bulk Pricing page to learn more about placing an order.

  9. gustavo woltmann

    Thanks for sharing, You have given great suggestion and I agree with you. Because Your post is fantastic. Gustavo Woltmann

  10. On 9/14/20 I ordered 10 copies of my book “Alleged Pirate” On 2/21/20 I received only 4 and one was damaged. The order # is 15063674-1.1. Can you address this problem?

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