Communication, Shipping Updates, and Fidget Family Spotlight!
Hello Fidget Family!
We hope you’ve all been well. Let’s just jump into today’s update!
Updates, communication, and timelines.
We wanted to update you all on our shipping progress. As you know, we had hoped to have shipped all December tier rewards by the end of last week. We know that this doesn’t get you your Fidget Cube(s) any faster, but the timelines that we have communicated to you came directly from our manufacturing partners, and at the time were conservative. We are doing all we can as Antsy Labs to get all Fidget Cubes shipped as soon as possible. Of course, we are shipping incredibly large amounts every day.
This plays into why we do not post updates every week, as we are taking special care to make sure that any information we communicate is accurate and backed by reality. That said, it’s evident that even when care is taken there can be unforeseen shipping delays.
Since our campaign has ended, we’ve posted an update approximately every 12 days on average. As the campaign came to a close, we let you know that our post-campaign updates wouldn’t be sent out as frequently as they were during the campaign. The reason we bring this up is to set expectations regarding our update schedule. It has always been and continues to be our goal to communicate well and as often as makes sense with our community. That said, our daily workload is making it a challenge to communicate as frequently as we would like (as frequently as we did in our first week on Kickstarter). We are sincerely looking at outside resources that we can partner with.
Again, we understand that this doesn’t make anyone who hasn’t received their rewards feel any better. We are working overtime with our partners to ensure that the remaining December tier rewards that haven’t yet shipped are sent out ASAP.
At this point, the information given to us from our partners is that all remaining December tier rewards will be shipped to you by the end of next week. We have high confidence that this is the case and between now and then there will be daily shipments going out. We have just shy of 100,000 backers in the December tier, so we appreciate your patience as we work through the less than 10% remaining rewards. On that note, we also appreciate and understand your frustrations.
What backer number are you currently on?
We've heard this question being asked, and we wanted to take another moment to reiterate that the answer to this is fairly irrelevant, due to how rewards are being sent out. As mentioned previously, rewards are being shipped in order of backer number and available stock (meaning we have surpluses of certain color schemes and shortages of others, and are only able to fulfill rewards as availability allows). In other words, we are at a very high backer number in the December tier, but that information alone would suggest that we have completed the tier entirely.
March tier lockdown.
As you probably know already, last week there was an error that locked down certain March Tier Backer Surveys. Those of you who were affected by this received an email directly from BackerKit explaining what happened and what steps to take (if any). We want to commend BackerKit for the speed and professionalism with which they handled this situation.
As a reminder, if you have any questions regarding this, please get in touch with the awesome BackerKit team here.
March tier surveys.
The following is a message from our partners over at BackerKit:
“At 10pm PST on Monday March 6, we will lock down all remaining March orders in BackerKit. This will prevent any future changes, and we'll be pulling all order information out for shipping and fulfillment after lockdown. If you need to add any additional Fidget Cubes, make any changes to your add-on items, or update your address, head over to your survey here.”
If you’re a March backer and your tier is showing as locked, please contact BackerKit through the link above.
Email response times.
To be completely transparent, we have had a difficult time keeping up with emails we’ve been getting. We’ve heard backers in the Fidget Family express agitation over slower than usual response times for emails.
We are not ignoring emails, we’re currently receiving upwards of 2,000 emails daily, and this has caused a backlog. In the last week, we have added 2 additional customer service members and as of this weekend will have a team of 6 more. Rest assured, if your email is one that needs a response, our team will shoot one your way once they’re able to!
Just a quick note for those who have received Fidget Cubes that aren’t mounted on the platform in the packaging. This is something we are working on. In drop/shake tests, Fidget Cube stays attached perfectly, but we are now beginning to think that the extreme temperatures experienced in a plane might be interfering with the integrity of the adhesive. We are working on this, but unfortunately it’s not a quick fix (which is a real bummer, as we spent a lot of time designing the packaging to play a large part in the Fidget Cube experience).
We mean it when we say we that we value feedback from our community, and so we want to hear from those of you who'd like to share your thoughts. We've put together a brief survey that can be found here, which we're interested in seeing your responses to. Please be candid (whether positive or otherwise) - we will take it to heart.
Fidget Family Spotlight.
We couldn’t help but share a couple more Fidget Family posts we came across recently that made us smile.
Fidget Cube nonprofit program.
Since the launch of our nonprofit program a couple of weeks ago, we’ve received a staggering amount of applications. As we continue to reduce the backlog of emails we’re receiving, part of our team will be addressing these applications and getting back to those of you who have submitted requests. The ones we have personally reviewed are exactly the kind of requests we had in mind (small schools with limited budgets, mental health programs, etc.).
We hope that you don’t get tired of hearing us say this (we feel we can’t say it enough!), but we sincerely appreciate the support that this community continues to give us as we’ve taken this idea from something intangible to reality. As always, thank you for your encouragement, feedback, and energy - stay awesome!
Until next time,
Team Antsy Labs (Matthew and Mark)