So before we get into the nitty-gritty stuff, to preface, we have laid out what to do in the following situations;
Now to get into our shipping junk.
So here is a timeline of what we know, when and how;
- When we set our timeline for Guardians of Wayword, we set timelines with both our shippers and our manufacturer that our timeline NEEDED to be met. We offered to pay more and make sure that everything was taken care of in the timeline needed and were assured and charged for that.
- Our Manufacturer delayed a lot further than expected because of our errors. Now to clarify, our errors were caused by the departure of Dallas, and need to alter the design elements and bleeds post production, as well as the rules for translations. Beyond that, we were then moved behind a few larger projects. With future projects, our goal is to have all the bleeds and design elements proofed for manufacturing structurally before going to kickstarter, and with Guardians, we did :)
- Shipping, based on the time of year, has been a mess. With shippers being overloaded with much bigger projects that have more angry people than we would have. With that in mind, we assured you that by the end of November everyone should have their games. This was a mistake, but a mistake based on the best information we had until Post-Thanksgiving.
So with Delays, the team opted to have copies we would have had sent to us express shipped. In other words, we paid extra to have enough copies to replace damaged ones and fulfill all of North America ourselves. This is what lead to us thinking we could ensure said end of the month timeline.
Right now though, this is the status of that shipment;
To prove a point though, it still displays this as the expected date;
We assumed, that had we got this before they started US shipping, we would have been able to route their product back to us, and ship it ourselves. We had confirmed and talked it out and were comfortable taking time to ship your copies in NA ourselves. Obviously given Customs, this is our mistake, but as stated, we gave the best timelines we could as we had them.
Then another hit came in;
So who has received games right now?
Well, orders we call "Direct Forwarding". This means people who have a case of games, or a single game to a region that has no other games being forwarded to it. We will be working to resolve this as quickly as possible and expect another update as we know more. Obviously we have the product in places it needs to be, or on it's way, but why it isn't 100% fulfilled yet is beyond us, and until customs does our job, we are at the mercy of 3rd parties.
Ahhh! And as I was writing this update for you all, we got an update on the express shipped NA Materials :) So here is hoping the process is moving. The beauty is, the guys had more expressed copies than NA Backers, so if we need to, they will be the ones fulfilling broken/damaged packages with the extra stock!
Still though, the original promise with Express Shipment was that it would take 5-7 Business Days, which this was not. We cannot apologize enough, and we know most of you understand delays, but rest assured every one of us is 100% focused on this :D