24x32 posters - envelope or tube? · Poster Print on Demand

24x32 posters - envelope or tube?

I have a customer in the US who ordered two 24x32 prints on the 19 August. She contacted me three weeks later chasing her posters because they hadn't arrived. I raised a report and Tom told me they were in transit, and slow carriers with slow systems are a problem in the US sometimes. Fair enough. I checked back later and saw they had arrived. Cut to a few week later, she has just contacted me again asking where they are. I checked the tracking and there is a half photo of a package, not a tube, on the OnTrac page. I'm trying to nail down what has happened. The photo looks suspicious to me only because I would have expected a 24x32 inch poster to arrive in a tube. Am I wrong?

Thanks.

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24x32 posters - envelope or tube?