Shipping, Customer Service, Street Date
Shipping - US, Canada and Europe
Rewards should have shipped by now for all backers in the United States, Canada, and Europe. If you live in one of these regions and haven't received your reward by Monday, please let me know and I'll check on the status of your order.
Shipping - Other International
4PX tells me rewards should start shipping on Monday! Thank you for your patience as I've worked through an exasperating series of delays with 4PX.
Whereas my other fulfillment partners have been easy to work with, 4PX provided inaccurate documentation, a buggy client website, and a surprising array of challenges. I've been staying up until about 4am most nights the past few weeks so I can be online during their business hours and go back and forth with my account representative to clear as many hurdles each night as possible.
If your copy of Lagoon is missing any parts or has any damaged components that need to be replaced, I will fix it. Please send an email to support AT 3haresgames.com with details, including photos of any damaged pieces. These photos will help me document the issue with my manufacturer. If you've already emailed for service, I should get back to you this coming week if I haven't yet.
There seems to be a higher than normal defect rate with the wooden tokens, some of which are sticking together. The vast majority of stuck tokens can be easily separated without damage by twisting to separate them. A smaller number are peeling the paint off when separated. My manufacturer is researching this issue, and has pledged to make it right.
Lagoon's Street Date
At the beginning of last week, I decided to set Lagoon's retail street date for Monday, November 10. Due to distribution lead times, the decision has to be made in advance. When I made the decision, rewards were already shipping to backers in the EU and Canada, and the games were imminently due to arrive at my fulfillment partners Amazon and 4PX. I had a reasonable expectation rewards would have shipped to all my backers well before the street date, as I pledged. Things with Amazon went well.
But unfortunately, as explained earlier in this update, things with 4PX have dragged on in ways I never would have imagined. The most recent setback is that, despite being a global fulfillment company, they told me yesterday that they don't have any shipping boxes that can accommodate Lagoon's modest box size. They say the next box size up is too large, and are forcing me to buy my own shipping boxes from another vendor in China. I gave them the exact dimensions of my product more than 2 months ago, and have stressed repeatedly how important it is that my goods are properly packaged in boxes. It shouldn't be this hard, but it has been.
Regardless of the frustrations I've had with 4PX, the responsibility for delays is mine. I apologize for not delivering fully on my pledge to ship all backer rewards before the game is available in retail stores. I'm sorry for disappointing you on this.