Mid-August Shipping Update
over 4 years ago
– Fri, Aug 16, 2019 at 12:07:28 PM
US Backers - Stock Shortage being Resolved
Due to a data error during import we were only able to fulfill half our US backers orders at the end of July. We are currently sorting out the stock issue that this caused. A shipment of GM Guides has been dispatched to our US fulfillment partner. Once that shipment arrives, they will have everything they need to get the rest of the orders out the door.
Look for the second half of US fulfillment to occur in the next couple weeks.
CA Backers
If you don’t have your product let us know! All Canadians should have their product at this time (except backpacks, see below).
AU Backers
If you don’t have your product let us know! All Austrialians should have their product at this time (except backpacks, see below).
EU Backers
If you don’t have your product let us know! All EU folks should have their product at this time (except backpacks, see below).
Rest of World - Stock Shortage being Resolved
Thank you for being patient, once these US delays are resolved your shipments will go out.
Backpacks - We need to sort out our US distribution before backpacks can be sent out. Thank you for your patience.
Shipping Report, Damaged Copies, and other things.
over 4 years ago
– Tue, Aug 06, 2019 at 12:42:10 AM
Hey Survivors,
We've got some updates and news for you. First of all, we've been waiting a year to finally get all of your gear out to you. It's devastating to hear *yet again* about damaged goods, and even some reports that people haven't received their Survivors Guide. We are going to do whatever we can to make sure you get your stuff.
Real quick, about HALF OF THE US ORDERS HAVE BEEN SHIPPED (the reason is below).
Damaged/Missing Goods
So some of you may remember, that when we sent out the Survivors Guide last year, that we had reports of bad packaging and damaged books due to our fulfillment partner not protecting the corners and basically cramming them into boxes not much bigger than the books themselves.
We had phone calls, and emails about the issues, we sent photos and very aggressively discussed how to prevent this in the future. The solution involved getting folding boxes that the books will be placed in, and place those in the shipping boxes and all filled with void fill/bubblewrap.
As we got closer to knowing the Game Masters Guide was going to be shipped, we revisited this issue again, and asked them to ensure that books are protected. We offered to buy cardboard corners or and asked them to use the same shipping boxes as last year (which were expensive, and not part of our original cost assessment) to prevent this issue. We were told "Don't Worry, we got this".
So you can imagine our dissapointment to be flying back from GenCon to hear that books are *again* being reported as damaged. When asked why they did not use the boxes we had last year, they simply told us 'you ran out, so the mapping shipped to a default packing scheme'.
As I type this update on the plane, i'm currently ordering cardboard corners to be shipped to the warehouse - I'm doing overnight/2day so they should be in soon. I've told them to halt all shipments until they come in, hence why only half of the US orders have gone out.
If your books are damaged, and you'd like it to be replaced.
Email us a photo of your damaged book to [email protected] and let us know - we'll issue a reship which should go out shortly after the corners have arrived to the warehouse.
If you have duplicate missing items (such as the Survivors Guide).
First of all, thank you for letting us know that you're items are missing or that you've received duplicates. Please understand that we were under the assumption that all of the Survivors Guides were already delivered last year, in fact our data supports that is the case. After people started reporting duplicate copies, we learned that many (in fact most) US backers got extra Gamemasters Guides because of a data error that resulted in importing the data to the fulfillment partners backend we use. It took us a while to find it, we don't know how it happened, it just. Did.
So to all of those with Extra GM Guides who have offered to ship them back, we appreciate it. But please, go ahead and keep the books. It's the least we can do.
If items (such as the Survivors Guide) are missing, please email us at [email protected] and we'll do what we can to track down the issue and see if we can help.
Missing Tracking Numbers
So here is the process of how we provide tracking numbers with our fulfillment partner.
1. We get a csv doc with tracking numbers from the fulfillment partner
2. We import them into backerkit
3. Backerkit emails everyone in that list their tracking number and they are marked as 'tracking sent'.
We've found that by the time people ask 'where is the tracking number', and we get back to them, that it's already arrived. In the US it only takes about 3-5 business days to get to most corners of the US. The only automated way we know to send tracking numbers is the process above.
If you didn't get a tracking number, we are happy to resend it to you, but there is a good chance it'll be there before we get a chance to get back to you. Just email us at [email protected], there is a good chance it may have not been shipped yet *see above*, or should arrive shortly.
Products in Stores
People have been letting us know that many of their stores/online locations are already carrying the products, while theirs has not arrived yet.
This totally, completely, absolutely sucks.
Our partnership with Renegade Game Studios and distributors requires us to provide a street date minimum 3-4 months before so they can properly solicit it to stores. We asked for a certain amount of time to fulfill to backers before they start shipping to stores.
Well, needless to say many small delays (3 days here, a week there) occurred in getting it over the water from the overseas factory, and then trucking everything to the US partner that we use to ship out to all of you. After all of this we knew it was going to be *tight* getting everything to you in time before the street date, but apparently it wasn't enough time at all. Once that metaphorical boat had sailed though, there was no way we were going to be able to stop it.
So here is what we're going to do about it:
If you current store stocks everything you've ordered, we encourage you to buy it from your local store, and we'll offer you a full refund on your pledge. This is a significant loss for us, but we'd much rather you have your items and enjoy them then have them be tainted with this terrible fulfillment experience. Just please email us your store receipt to [email protected] (yell at us if it helps) and we'll get it handled.
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This is a really difficult update to type, as a lot of these issues are things that really just feel like a cosmic slap in the face. At the end of the day though, we really just want to get your products to you so that you can start playing the game, and have fun.
We have an actual human being at the end of [email protected] who is going to help get everything sorted out. Our team is small (just 4), so we'll do whatever we can to get to you as soon as we possibly can to help you out.
If you've read this entire update. You rock. Take care.
