Shipping worldwide, Pt. 2
The last two weeks or so we are seeing a lot of comments and receiving a lot of questions via email or Facebook. Most of them about the delivery schedule.
We will point out in an extended way where we are at this moment when it comes to shipping out all perks. Besides this, we try to answer other questions we saw in the comments and emails.
First of all, we want to take away the concern that some people have about getting their pair(s) of Knops. Although we already shipping and some backers commented that they received their Knops some people still have their concerns. We promise that everyone will receive their Knops!
Below we will point out some factors that are worth mentioning to give more clarity about certain processes.
Earplugs are hygiene products and therefore we chose to seal every Knops box with a sticker. Unfortunately, the stickers we were using break easily during the process of fulfillment and shipping. This resulted in the fact that some backers received their package with the seal broken. We can assure you every product is brand new. We stopped using these seal stickers until we have good ones that work well with the packaging.
We are working with a shipping partner that is located not far away from our production partner. This is ideal for our logistics.
Our shipping partner works with PostNL (a Dutch courier), PostNL ships all orders to different countries. In the country of destination, a local courier takes over the shipment and delivers it, in this case, to you our backers. With international shipping, we see a lot of differences in how smooth the shipping goes. Some packages take more time to arrive because they get pick out by the douane. Others can’t be delivered because the address details aren’t right or people aren’t home. In case of wrong shipping details, the products return to our shipping partner in the Netherlands.
We then contact the concerned backer to ask for the right shipping details and ship the order to this address as soon as possible.
Unfortunately, a few backers received a Knops package without the earplugs. As soon as this was brought to our attention we contacted our packaging partner and one of our colleagues went by to discuss this issue. Since this issue, extra supervision is in place before all orders are transported to our shipping partner.
Besides external factors, we are also working to optimize the internal processes with our shipping partner that are relevant in our case. We provide our shipping partner with shipping list for every shipment that we extract from Backerkit. For example, we faced an issue that if a backer ordered multiple Knops sets in different variations only one variation got shipped because their system gave errors if a customer ID was used twice. And since we use the Backerkit customer-ID numbers, to keep track on which orders are shipped, this is important to us. We solved this issue and are shipping all orders where this was the case as soon as possible.
We want to share this all to give you a better understanding and insight into the challenges we face with shipping.
Update delivery schedule
We expect to finish all outstanding Kickstarter orders by the end of this week. These orders will then be packaged and are expected to ship by the end of next week (August 17).
In the meantime, we will start shipping the Indiegogo orders. Looking at our current delivery schedule (below), the orders till 5 February 2018, we have a little delay.
On 17 August we will share a new update with an updated delivery schedule for the Indiegogo and webshop orders.
We value all input, thank you for the questions and feedback. We are still very grateful to have you as early investors, thanks to you Knops is a reality!
Note: The response time to emails is taking longer than normal due to the number of emails we’re receiving. We respond to every email as quickly as possible.