What We Changed After A Year Of Rapid Growth

Post & Porch was built around a simple yet very real belief held by founder Danny Pilkington: great curb appeal should feel personal and be an extension of you.

Your home shouldn’t look like everyone else’s on the block, especially when eyeing it from the curb. That’s why we make custom, modern mailboxes, address numbers, planter pots, package delivery boxes, and other exterior decor in-house in Utah, USA. We hand-craft them for homeowners, like you, who want the outside of their home to feel considered, personal, and a little less like it came straight from a big-box store down the road.

Over the past year, that mission reached far more people than we anticipated – virality in 2026 is an odd thing. Post & Porch doubled in size, and demand for our custom mailboxes grew far faster than our original team and workspace could adequately support. We’re incredibly grateful for that growth, but we also know gratitude doesn’t erase the frustration some customers experienced while waiting for their orders or trying to get answers.

We needed to do better.

Here’s an honest look at where we fell short, what we’ve changed, and how we’re building a stronger Post & Porch for the people who trusted us with their homes:

Unlike most of our competitors out there, Post & Porch products aren’t pulled from a warehouse shelf and placed directly into a shipping box. Our custom curb-appeal pieces are completed in-house by a small team based on the combination a customer selects – there are over 250 mailbox variations. These personalized orders usually include the product model, size, color, post, address numbers, font, lock, door style, and matching mailbox accessories.

That made-to-order approach is part of what makes our products truly stand out, but it also requires the right people, materials, workspace, and behind-the-scenes communication systems. When custom orders increased much faster than we expected, those systems unfortunately couldn’t keep pace. Our production timelines became longer, our customer service team received more questions than it could answer quickly, and some customers didn’t receive the level of communication they deserved right out of the gate.

In certain cases, people were left wondering when their order would ship or what options were available if they no longer wanted to wait – which we totally understand. That wasn’t the experience we intended to create, and we take full responsibility for it. Instead of treating the increase in demand as a temporary rush we simply had to push through until things slowed down, we began making permanent changes to the way Post & Porch operates.

One of the first things we needed to improve was the clarity of our communication about Post & Porch production and shipping times. Some customers placed an order expecting it to ship much sooner than it realistically could, and we didn’t always do enough to explain what was happening between checkout and carrier pickup. Many customers also didn’t realize that their order was fully customized and built by our team in Utah, USA.

Our previous production estimate was approximately seven business days. But as demand increased, particularly during the spring and summer, that timeline no longer reflected how long some custom mailbox orders were actually taking to complete. Rather than continuing to share an estimate we couldn’t reliably meet, we updated our production timeline to approximately 15 business days. 

We know a longer wait isn’t what anyone hopes to see, but customers deserve a realistic estimate before placing an order, not a shorter promise that leaves them wondering where their mailbox is later on down the line.

We’ve also worked to make the difference between production time and carrier transit much clearer. Because many Post & Porch products are made to order, the production window includes the time needed to prepare the materials, apply and cure the powder-coated finish, assemble the selected mailbox and accessories, inspect the completed order, and package it for shipment. Carrier transit begins only after the order leaves our Utah warehouse and receives its first carrier scan.

Want a sneak peek into how we craft and ship our modern mailboxes? Click here →

Because customers shouldn’t have to wonder whether their custom mailbox order was received, forgotten, or still in production in Utah, we’ve added more emails throughout the order process so they have a clearer sense of what’s happening behind the scenes and what to expect next. We’re also working on additional email loops that will provide updates at more meaningful points between checkout and carrier pickup – almost like a mailbox Domino’s tracker.

We’ve learned a hard lesson: Silence can make a delay feel even more frustrating. 

That’s why we’re also being much more direct when a custom order is taking longer than expected in the warehouse. Post & Porch customers should know what’s happening, what options are available, and how to reach someone on our team without having to scour Google for answers. More communication won’t make the wait shorter, but it can make the process feel a whole lot less uncertain. Our goal is to keep customers informed before they ever have to ask us for an update.

You can find our email, phone number, and brick-and-mortar address here.

As Post & Porch received more custom mailbox orders than ever, the number of emails, phone calls, shipping questions, order changes, and cancellation requests grew right along with them. Our original customer service team simply didn’t have enough capacity to respond as quickly as customers deserved – we take full responsibility for that. 

To improve response times and make it easier for customers to reach a real person and not an AI bot, we hired additional customer service team members. Expanding the team gives us more coverage and allows each representative to spend more time understanding a customer’s specific order. Whether someone needs an update on a mailbox being built at our Utah facility, wants to change part of their order, or needs help with a cancellation, they should receive a clear answer and know what happens next without an ounce of trouble.

The goal isn’t just to move through support requests faster, though that is an important aspect, too – it’s to make Post & Porch customer service more helpful, responsive, and personal at every stage of the ordering process. We’re still refining our systems as the company grows, but adding more genuine people who can listen, review custom orders, and help customers directly was an important step toward providing the level of support they should’ve received from the beginning when they first placed their mailbox order.

Feel free to shoot us an email at [email protected]. 

They’ll get back to you within 4 business days.

We understand that waiting for a custom mailbox doesn’t work for every customer. 

A move-in date may be approaching, a contractor may be working on a deadline, maybe you bought this as a birthday gift for a friend, or someone may simply decide that the updated production timeline of 15 days is longer than they can manage. In the past, canceling an order or receiving a clear answer about a refund could take longer than it should have. We needed to eliminate that added frustration, especially for customers who had already spent time and money waiting for a Post & Porch order from our Utah facility.

We created a more streamlined internal cancellation and refund process so eligible requests can be reviewed and handled more promptly. Once a cancellation is approved, our team can initiate the refund without unnecessary steps or delays on our end. The time it takes for the funds to appear in a customer’s account may still depend on their bank or payment provider, but the part controlled by Post & Porch should be straightforward and clearly communicated.

We’d always love the opportunity to complete your order, but we understand that plans can change. When they do, we want customers to feel supported, clearly informed, and confident about the options available to them. You can find the Post & Porch Return Portal here →

Our previous workspace was built for a much smaller version of Post & Porch that Danny dreamed up in 2017, when the only thing he had on his mind was magnetic house numbers and address planters. But as the company grew, we simply began running out of room to store materials, organize custom mailbox components, assemble orders, and package finished products efficiently – we were no longer in Kansas anymore, as Dorothy says.

Moving into a larger warehouse in Utah gave our production team the space it needed to work more thoughtfully and keep up with the growing number of custom mailbox orders coming in from across the country and Canada. The additional space allows us to organize materials more clearly, carry more inventory at a time, create better-defined production areas, and move each order more smoothly through preparation, assembly, inspection, and packaging.

A larger facility doesn’t solve every challenge overnight, but it gives our team a much stronger foundation. Most importantly, it helps us maintain the care, attention, and quality control that custom galvanized steel mailboxes require before they leave our Utah warehouse.

Growing faster didn’t mean we wanted to trade mailbox customization for speed or become another home exterior brand built around mass-produced options that aren’t really weather-proof or durable. Post & Porch products are still expertly designed and built by our team in Utah, USA, using galvanized steel and an ultra-strong powder coating. Customers can still personalize their modern mailbox with the style, size, color, post, address numbers, font, lock, door, and matching mailbox accessories that suit their home’s curb appeal.

That part of Post & Porch matters deeply to us – we believe curb appeal should feel personal, and the details outside your home should reflect the people who live there.

What has changed is the support behind that work.

We’ve expanded our team, added more customer service coverage, moved into a larger Utah warehouse, increased inventory to help wait times, improved communication around production and shipping, and created a smoother cancellation and refund process. Those changes help us continue offering custom mailboxes and curb-appeal products without losing the care, flexibility, and personal attention customers trusted us for in the first place.

Curious to learn more about us and our mission? Click here for more information →

We know trust isn’t rebuilt through words alone – it comes from the experience customers have after they place an order and from how we respond when something doesn’t go as planned.

Customers can expect Post & Porch to:

• Share a realistic production estimate before an order is placed
• Provide clearer updates while an order is being completed
• Explain the difference between production time and carrier transit
• Make it easier to reach a real member of our customer service team
• Communicate available options when an order is delayed
• Handle approved cancellations and refunds as smoothly as possible
• Inspect custom products before they leave our Utah facility
• Keep improving the parts of the customer experience that aren’t working as well as they should

We may not get every interaction exactly right, but we’ll keep listening, learning, and making changes when customers show us where we can do better.

Feel free to email us at [email protected], and our team will get back to you within 4 business days.

Business Hours: Monday - Friday 9-5 PM MST

Brick-and-Mortar Store: 1273 S. 1800 W. Unit 1
Woods Cross, UT 84010

Give us a call: 385-436-0270

Growing as quickly as we did forced us to take an honest look at where Post & Porch wasn’t keeping up. Longer production times, slower responses, and gaps in communication weren’t things we wanted customers to simply accept. They showed us exactly where we needed to invest, from hiring more people and expanding our warehouse to improving inventory, order updates, and customer support. 

We’re deeply grateful to the customers who gave us patience and grace along the way. We’re just as grateful to those who spoke honestly when their experience fell short, because that feedback helped us see what needed to change. Post & Porch has grown far beyond what our original small team imagined, but the heart of the business remains the same: creating custom curb-appeal pieces with care and treating the people who order them with honesty and respect.

We’re entering this next chapter better prepared, more aware, and even more committed to earning the trust that made our growth possible.

Build your custom mailbox here →