Before you comment: We'd love to hear your thoughts on this update! Please note that this blog is not a customer support channel. If you have a question about an existing order or need assistance, please email support@nyahallo.com. We aren't able to provide customer support through blog comments, so order-related comments will not be approved.
Hello Nyamily!
Here's a monthly check-in from us. We'll have one or two more specific updates either later this month or early next month, but I wanted to share a general overview of some of the changes and progress we've made recently.
1) Faster Shipping From Our US Warehouse
Ever since we moved into our US warehouse, many of you have noticed that shipping times have improved quite a bit. We're located right next door to USPS, which means that when an in-stock order comes in, we can often pack and ship it almost immediately.
One thing I want to emphasize is that we handle all shipping ourselves. We do not outsource fulfillment. Every package is packed and shipped by our own team, and we're really happy with how much this change has improved the customer experience.
2) More Frequent Email Updates
We've also started sending newsletters much more regularly. Instead of only sending updates once a month, we're now aiming for several emails each week whenever we have news to share.
Even small updates feel better than no updates at all, so we're trying to communicate more consistently. If you'd like to stay in the loop, please make sure emails from support@nyahallo.com are whitelisted and keep an eye on your inbox.
3) Improved Customer Service Response Times
My customer service assistant now handles emails and inquiries full-time, which has helped us respond much faster than before.
There are still times when we suddenly receive hundreds of emails at once, but our goal is to answer everything within 2–3 business days at the latest. We're continually working to improve communication and make sure customers receive timely responses.
4) Interest Check Blogs and Design Showcases
In May, we started posting regular interest check blogs, and you all seem to be enjoying them!
These posts give us a chance to share the inspiration behind our designs, show some of the work that goes into developing them, and occasionally include early sketches and behind-the-scenes concepts. It's been a fun way to involve the community more directly in the creative process, and we plan to continue doing them.
5) Increased Focus on Completing Phase 1 Pre-Orders
Most importantly, we've set weekly targets across all areas of the business, including dedicated goals for sample development.
Our biggest priority remains completing all Phase 1 pre-order items as quickly as possible, and we've been making steady progress. Last month alone, we completed sampling for four older Phase 1 items:
That means four more designs have moved through sampling and into the next stage of production.
When we originally launched Phase 1, we opened pre-orders for nearly 90 separate items and colorways, which in hindsight was far more than we should have taken on at once. Since then, we've steadily reduced that list and made significant progress toward completion.
Our goal is to finish everything this year. If there are any items that ultimately cannot be completed, they will be canceled and fully refunded.
We're also committed to being more proactive with updates moving forward. As the business continues to grow and we gain more resources, we're able to dedicate more time to communication, customer support, and keeping everyone informed about progress. If you have any questions about an existing order or need customer support, please use our website chat or email us at support@nyahallo.com, as we aren't able to provide customer support through blog comments.
Thank you again for your continued patience and support. We know many of you have been following these projects for a long time, and we're grateful to have such a passionate community helping us bring them to life.
