tl:dr Shipping to the North and South American regions has begun. Test orders went out yesterday and are likely to continue today. Hope to complete shipping to NA and SA by end of January.
Mix up means all EU, Asia and Australia orders (and any of the very few US) shipped without extra 60 or 90 card supplemental decks (though this only applies to EXTRA supplemental decks. All Starter and CE boxes have theirs). Solutions listed below, so don't rely on tl;dr if it applies to you.
We have completed shipping to all regions other than North and South America. However, some problems are almost inevitable, which means there are a few backers who have not yet had their shipments sent. We will, of course, be working to resolve those issues as we begin shipping to NA and SA, so if you find yourself in this situation, do stay in contact with us, but please sit tight as the process unfolds.
Due to the high cost of direct shipping to NA and SA from the factory, our original plan was to load the remaining inventory and send it over via ocean freight, then distribute to individual backers. But as we were looking at the schedule, we realized that would mean NA and SA would be facing at least 4, and possibly as much as 8 weeks of waiting (or longer if customs got involved). That wasn't acceptable to us unless it was the only option.
I'm glad to say we've reached a preliminary agreement with SF Express to ship direct to SA and NA. A limited number of test shipments were sent yesterday, and that experimental process is expected to continue today, to provide the workflow structure for mass fulfillment. This solution is considerably more expensive, and while we're confident it'll work, it's fair to say that our financial margin for error is pretty tight.
As things stand, our goal is to get all pledges shipped by the end of January. Any shipping operation of this size is bound to include damaged or lost packages, mispacked shipments, etc. Also, we ask anyone who has had to update their address over the last week or so to prepare for the additional risk of mishaps or delays. If you encounter difficulties with your pledge, we will work to resolve them. But we ask for your continuing patience in such circumstances.
On that count, we have discovered a systemic error with the extra 60 and 90 card Supplemental Decks. Due to a communication mishap, our production factory did not understand that Supplemental Decks were available as a separate product, and neither did our fulfillment center.
Consequently, if you're a backer in the EU, Asia or Australia (or one of the very few NA/SA test shipments already sent) regions and you ordered extra Supplemental Decks, they will not be included in your shipment. We understand this is frustrating, and we have a number of possible solutions detailed below.
The realities of production scales means we do have slightly more Supplemental Decks than were strictly necessary for the number of Starter and Collector's Edition sets. Sadly, not sufficient to fulfill all orders for extras, but we believe enough to fulfill all remaining NA/SA orders. Accordingly, if your pledge has not already been sent, we should be able to fulfill extra Supplemental Decks orders. However, it is possible that those decks will not be sent along with your actual pledge, but by USPS afterwards.
Essentially, the bottom line is that backers who ordered extra Supplemental Decks should expect that their pledge will not initially include them. Backers in North America who ordered them are very likely to ultimately receive them, whereas backers in other regions are not.
For those backers affected, we ask for your understanding in resolving this. We need to finish standard fulfillment, then we can take stock of what exactly the situation is with the Supplemental Decks. Who got them, who didn't.
For those backers who end up not receiving their extra Supplemental Decks, we do expect to have a few options available. These may change, but for now, we're expecting backers to be able to select either:
1. Straight refund of the cost of the decks.
2. A slightly (probably around 10%) higher amount of store credit.
3. For backers located in the U.S. and Canada (basically anywhere the cheapest USPS rates apply), if we have any extra Supplemental Decks at the conclusion of everything, we will ship them to you. This point primarily applies to the very few US pledges we have already sent. To any NA/SA backers whose pledges haven't been sent, we expect to be able to accommodate your extra Supplemental Deck requests, whether with your initial pledge or during a follow-up period.
Additionally, we will be making the three cards unique to the Supplemental Decks (Buffbot-300, Grav Assisted CargoBot and Grav-Hauler) available in .pdf form on our website, in a format proper for printing. Backers will then be able to download the files and print the cards themselves, or solicit Print-on-Demand firms to make them. Again, as these files will be freely available on our website, everyone will be able to access them.
To be clear, this situation applies only to orders of extra Supplemental Decks. All Starter and Collector's Edition sets have the proper Supplemental Decks included.
If you encounter any difficulties with your pledge of any kind, do inform us, but again, please be patient with us as we're currently trying to get everything to as many backers as we can as quickly as we can, and error resolution is likely to get sidelined until initial fulfillment is complete.