Shipping has officially commenced!
We’re very happy to announce that the shipping has officially commenced!
The warehouse staff are going through the order list, about 100-150 shipments will be made daily until all orders are sent, so please be sure to double check your e-mail every day starting today!
IMPORTANT: We also advise all backers to double check the destination address when you receive the notification e-mail and tracking URL. Please contact your respective courier immediately if it’s incorrect (UPS for US/domestic, DHL for international.)
1. I received an e-mail from DHL with weird weight values and only one item mentioned, why is that?
DHL should no longer send e-mails after this update. Since their system is incompatible with our data, all e-mails will be coming from firstname.lastname@example.org going forward.
2. Why are there digital rewards listed in BackerKit as well?
Digital rewards are listed in BackerKit, but we assure you they are NOT included in the invoice attached along with the package. They’re kept as-is in BackerKit for transparency to explain why the physical items are declared lower than the pledge amount, so the totals may end up different from the actual pledge value (mostly being less.)
3. Customs did not ask for an invoice or proof of payment and already decided the VAT, how did they calculated the value?
Like we mentioned above, rest assured the invoice attached to the package is the same as BackerKit’s Order Confirmation page minus the digital rewards, so if anything, you need to contact your local customs and possibly ask for a copy of the invoice attached to the package and inquire how they computed the value.
DHL shouldn’t have any data related to digital rewards, so it’s impossible for them to have included it in the invoice attached to the package. The VAT depends per country, and we can’t keep track of customs practices/decisions per region.
4. My friend(s) have lower VAT/weren't taxed for their rewards. How did this happen?
Based on our research, some regions’ customs are basically a coin toss. A certain reward tier from another campaign was received by some of their backers without taxes, while others had to pay VAT to receive them.
There are also instances where the VAT is high because the customs decided on a theoretical import value. It’s really beyond our scope and obligations to try regulating the VAT declared by customs per region. We’ve done our best to keep things reasonable for both backers and international customs as a campaign creator working with a US warehouse. We can only advice communicating with DHL/customs about your order and asking them to review the invoice attached to the package + proof of payment.
5. I’m missing item(s) in my package, what can I do about this?
Please contact email@example.com. We understand that re-delivering any missing items will incur a fee. We first need to verify what happened to the package, and then we’ll figure things out from there. The solutions will vary per individual.
If you have any further inquiries, or failed to receive your rewards and confirmed that it’s returned to sender, please don’t hesitate to contact us via firstname.lastname@example.org.
The Muv-Luv Team
TOKYO CHRONOS Kickstarter launched!
Virtual Reality has been trending in Japan, and Tokyo Chronos will be one of the major Adventure Game/Visual Novel x VR releases that's to be localized in English as well.
We've met the devs of Tokyo Chronos, "MyDearest" studio, and found out they're also fans of the Muv-Luv series! Please do support our passionate comrades by backing their project and/or spreading the word! Giving feedback is also appreciated to help them achieve the best VR gaming experience. We sincerely look forward to their project's success!