Resuming all Shipments
Thanks again for all your patience. We are really excited to let you know that we are resuming shipments to international backers and will start shipping devices which contain Art Overlays on June 26th. We know you have all been frustrated with the delays so we wanted to provide a little bit more transparency so you know what’s been going on behind the scenes.
Because we are shipping to approximately fifty countries, we have had a number of challenges with international shipments. The first is that backers that received their devices prior to June 8th received invoices with higher values than what they paid, and as a result, were overcharged on VAT fees. We are sending all of these backers corrected invoices so that they can get refunds from their customs office or FedEx. The second challenge is that in many cases Sensel was paying as much as $100 more than we we had charged in shipping fees per order. This was not only affecting us, but also some of our backers, since some countries assess VAT/GST fees on shipping costs.
We have been working closely with our fulfillment center and shipping carriers over the last several weeks on these issues and the good news is that going forward, all backers will receive a correct invoice and any VAT, GST, and/or duty fees will be based on the exact value of merchandise (for some countries, plus shipping cost paid) and our shipping costs have been reduced down to approximately what we charged our international backers. We have been restarting international shipments gradually to make sure there are no more surprises. Everything has been going well so far and we expect to start international orders to all countries in a week.
The reason for the delay on orders containing Art Overlays is that the Sierra update of OSX broke support for graphics tablets which use the standard HID interface (our device worked perfectly on earlier versions of OSX). We didn’t want to have backers receive devices that didn’t work right out of the box, so we decided to delay shipments on devices with Art overlays until the issue was corrected.
We lost weeks trying to diagnose and correct the issue because Apple didn’t have any documentation for the change, and we assumed we were doing something wrong on our side with regards to how we were communicating over the USB bus. In the end, the only thing that worked was writing an OSX driver, which required a significant effort from our software team. The good news is that with the new driver, the device is working great again in OSX. The software team is now putting the finishing touches on the driver and has committed to releasing it by next Friday, allowing us to resume shipments the following Monday, June 26th.
There are about 500 devices currently at our fulfillment center that are ready for international shipments and another 500 on the way to our fulfillment center from the factory. The factory is also continuing to build several hundred devices per week, thus we expect the vast majority of Kickstarter orders to be fulfilled in the next several weeks.
Again, thank you so much for your patience and support. We are really excited to get devices out to all of you as soon as possible!
All the Best,
The Sensel Team