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The first pressure-sensitive, multi-touch input device. Morph enables users to interact with the digital world like never before.
The first pressure-sensitive, multi-touch input device. Morph enables users to interact with the digital world like never before.
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1,612 backers pledged $442,648 to help bring this project to life.

Resuming all Shipments

Posted by Sensel (Creator)
9 likes

Dear Backers,

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.

International Shipping

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.

Art Overlays

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.

Device Availability

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

Joseph Chong, Mansur A. Usmani, and 7 more people like this update.

Comments

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    1. Gabe Bush on

      I see the same thing that Jonathon sees on his Backerkit page—the status for my rewards says "shipped" on 3/9/17. Yet, I still have nothing in my possession could someone please shed some light on what this means exactly?

    2. Missing avatar

      Jonathan on

      Will we recieve some sort of email with tracking information or notification when our order ships? I did order the art overlay so I assumed my order would ship after June 26th (two days ago). However, when I visit BackerKit it says status "Shipped". When I hover over the "Rewards are Shipped" line a tooltip appears and says it was "Shipped On 03/09/2017". If it was actually shipped on March 9th then there is a problem because I never received it.

    3. Mansur A. Usmani on

      Here's the link to BackerKit. You can click on: https://the-sensel-morph-interaction-evolved.backerkit.com and enter your email to check your survey.

    4. Noa Katzir on

      Hi Sensel Team!
      It's great to hear international shipping will start soon! I really hope there will be no delays in the future :)
      I do have a couple of questions:
      1. I understand from your update that the art overlays & software issues has been solved, yet still in the user guide section there is no elaboration on which painting software are compatible (phtoshop, painter, artrage, mischief, just to name a few), if there is a need of a specific digital brush to use comparing our real-life brushes or will it be provided with the software (which will be the main reason artists such as myself back your product!) or any explanation how will it work...
      All those details are needed to be known and will be much appreciated, as well as a short Demo that demonstrates an actual painting process with the sensel morph.
      this will ease the mind of many as it seemed that was the reason for the current delay.
      2. the view pledge button does not show the overlays Ive ordered at all. I do not see a "backer kit" area as mentioned... mind direct me to the right place? as someone have mentioned below, I have ordered overlays in the cameign and then added two more when you offered us the option.

      Best wishes,

    5. Michael on

      And yes, I am on the "Backer" section of the site.

    6. Michael on

      Funny story. Trying to log into backer kit, I cannot and when trying to reset my password, they say that they can't find my email. I know I picked out which overlays I wanted and I know I added more overlays when you gave the option. What should I do?

    7. Sensel Creator on

      BinLeenk, Michael Maloney, and Eric... all three of you had ordered the Art Overlay, and as per the update, those orders will start going out on June 26th. With regards to the other Michael's question, you can see what you ordered by logging in to backer kit. You can add more items by pre-ordering from our web site.

    8. Kathryn Mergener
      Superbacker
      on

      I'm relieved to hear the art overlay glitches have been cleared up. I really need to buckle down now in July and August to work on catching up with finessing a continuing art project for next semester. Hope, as an early backer, it is sent out soon.

    9. BinLeenk on

      Any update on domestic shipments?

    10. Missing avatar

      deleted on

      This user's account has been deleted.

    11. Michael on

      How do I see what I ordered? I ordered more of your site when you had that deal going around and I would like to know where I can see exactly what I ordered and is it possible to add more? Thank you!

    12. Missing avatar

      deleted on

      This user's account has been deleted.

    13. Missing avatar

      Eberhard Flux
      Superbacker
      on

      Now, at summertime, there's no time to do any art, since there are thousand things to do in the garden. So you have plenty of time to make everything fine to garantee the best experience for the user of graphic overlay.
      Thanks for your efforts.

    14. Missing avatar

      Eric Bergman on

      Did you fulfill USA yet? I ha e not received.