Why is my order late?
We understand how important deadlines are. While our turnaround times aren't guaranteed, we make every effort to get your order back to you by the estimate that was given at checkout. You can see our estimated turnaround times here. If your order is taking longer than anticipated, it may be due one of the following:
If your order contains multiple documents or pages, it will take our team longer to translate. The larger the order, the longer the turnaround.
If your document contains any handwriting, if the scan is blurry/faded, or if the file is otherwise difficult to read, we might request additional clarification. It's always helpful to include a typed transcript for any illegible text to avoid delays. Please also include full scans of all pages as truncated documents can also be delayed.
If your document contains a lot of niche terminology, it might take the translator longer to research to ensure the content is being accurately conveyed. We encourage you to include any helpful names or terms at the time of order placement.
If we have any concerns regarding the translation of your document, we might pause the order and reach out to you for clarification. An example would be if you place a business order, but your documents contain signatures, which typically require certification. We want to ensure you're getting exactly what you need from us and aren't paying for something that won't be useful to you, so we will proactively contact you by email and/or phone. This can sometimes cause the order to take a bit more time.
My file doesn't meet those criteria. Is something else going on?
We would be glad to check in on your individual order for you! Please contact our support team at firstname.lastname@example.org or by phone at 888-369-0701 and we can give you an update on the current status of your order.