It may be helpful to share this email I sent to customers today.

I've found that when delivering bad news, emails like this are always received very well.

Candor, clarity, and a humanizing touch are key.

Here goes:
Hey Paul -

I'm writing to let you know about a major shutdown at our warehouse that has affected your order.
You may have heard that there are historically awful weather conditions in Texas and across the southern United States. Record low temperatures and snow have crippled infrastructure, caused major power outages, food shortages, and shut down most transit.
Our warehouse is located in Austin, Texas - and is currently closed because of these issues. We're unsure when it will reopen. Based on the weather forecast, this shutdown could last a few more days.
We have a large backlog of orders - including yours - that are going to take a while to get out the door, once employees are able to return.
Honestly, as much as I hate to say this, I don't have a great estimate of when we're able to get your order to you. This situation is really bad, and it's constantly changing. I've never seen anything like this in my 35 years of living in Texas.
Best case scenario, we'll start shipping Thursday. Worst case, probably Monday the 22nd.

Bottom line, we'll definitely get your order out to you as soon as humanly possible. And I cannot thank you enough for your patience in the meantime.
If there's anything we can do for you, please don't hesitate to reply and let us know. We'd love to hear from you.

With gratitude,

Patrick Coddou
CEO // Founder
https://supply.co 
I've received nothing but super kind responses so far.
You can follow @soundslikecanoe.
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