99% shipped, and a plan for the rest. A new backpack video. Last minute gifting?
Happy Friday and happy holidays backers. Adam here, the other jolly bearded marketing guy who's working his touchis off right now. Sorry, not trying to equate myself to Santa. I get Christmas off. Also, I'm half Jewish (hence I used the word "touchis," pronounced "took-iss," Yiddish for "tush").
Let's get down to bidness.
NEW BACKPACK VIDEO
Backpack backers! We've finally put together an uber-detailed instructional video, showing you how to operate every last bell and/or whistle on those suckers. It's a solid 30 minutes long, but gosh darn it, you'll love it. Take it away, Art:
I could binge watch that for days.
Sling backers, we've got a video for you too, here.
Tote backers, we're working on one!
And no matter what you backed, if you haven't seen the series of videos that Adam Hicks put together, then holy moly, you're missing out.
99% SHIPPED OR SHIPPING
That's right, of those backers from whom we have completed surveys, 99% of their rewards have been delivered, or are in the hands of shipping carriers. To break that down:
- 25,235 orders have shipped or are in the hands of shipping carriers
- 287 orders have not shipped yet
- 837 backers have not completed their Backerkit survey (if you're one of these folks, GO HERE to retrieve your survey link).
UNSHIPPED HONG KONG ORDERS
The 287 orders that have yet to ship are all out of the Hong Kong warehouse, and all contain Charcoal Totes. Due to a manufacturer shipping error, our Hong Kong warehouse was short 300 Charcoal Totes. Unfortunately this issue was discovered when a shipment arrived at the Hong Kong warehouse a couple weeks ago and the quantities didn't match up with the receiving information we had sent to the warehouse. Those 300 Charcoal Totes were still being manufactured, so upon finishing them we express shipped them to our Hong Kong warehouse for fulfillment. They were supposed to arrive at the warehouse on December 21st, but we hit port congestion which pushed back warehouse receiving. Tonight we received an update that the warehouse hopes to receive the items by the 24th. If they don't receive them on the 24th, they won't get them until the 27th due to holiday closure. Either way, we're working closely with the warehouse to expedite order processing for these remaining 287 orders so they leave on the 28th or 29th. It's a tough time of year for our warehousing and shipping partners since they're all operating at capacity, but we're working with them as closely as we can to get y'all sorted.
ORDERS NOT ARRIVING BY X-MAS
As mentioned in the previous update, and evident now to around 500-or-so backers who have received their shipping notices in the past few days, not all orders will hit doorsteps in time for Christmas as we initially hoped.
First, we apologize to those backers who aren't getting their rewards in time for the holidays. This Summer, our conservative estimates told us that every single backer would have rewards in-hand by Christmas, and those estimates looked accurate even up through the beginning of this month. But a handful of bumps along the road—most notably the Tote shipping error, the Tote hook fix, and sluggish Range Pouch production—pushed us right up into the thick of the holiday shipping season, where in many cases no amount of pushing and prodding can make things go faster.
We have been and we continue to do everything in our power to make good on the expectations we set with you. In Canada, for example, we recently rush shipped several hundred Tote and Range Pouch orders so they would arrive today or tomorrow. Our customer service guru Jen has been on the phone with our warehouse managers nightly, devising ways to speed up handling and packing times. We've also air-freighted roughly 70% of our supplier-to-warehouse shipments for this campaign. Normally, we sea freight all shipments, since air freighting costs double. It sometimes costs more than the cost of the inventory in the shipment itself. We are pulling every string that our fingers can reach, and we'll continue to do so until that 99% becomes 100%.
Please note that we are expediting shipments when and where it makes a difference. Due to another season of overwhelming demand, there are many areas where expedited services are not currently operating at their service standards. If we can expedite a package and get it to your doorstep by Christmas, we will. If it's a matter of your package arriving on the 26th versus the 28th, we won't.
Overall, we are immensely proud of how this campaign has gone. This is our 6th campaign and our 6th massive fulfillment rodeo, and it's been our biggest and most complex shipping task to date. The overwhelming majority of our backers have shown nothing but satisfaction and excitement, which has filled the entire PD team with a glowingly positive energy over the past few months. But we will not make light of the fact that there are small number of folks out there who are unhappy and frustrated. Those of us on the team who are driving fulfillment and customer service—Jen, Dan, and Adam Hicks—continue to put in late nights to make things right. At a time when most of us are taking a break to be with loved ones, Jen, Dan, and Hicksy are quietly ducking out of family time to answer emails and hop on calls with our shipping partners. We sincerely empathize with those who are peeved right now, and we hope for your empathy in return. You have a right to be upset, we just kindly ask that you be kind and respectful to our staff and other backers.
Congrats Ken Wong, you get one of our new not-so-secret PD tees and a $50 gift card!
For those of you subscribed to our newsletter, you recently got a note from our entire team encouraging folks to donate to a non-profit in the name of a friend or loved one. It's a gift that's meaningful, instant, emotionally impactful, and just so gosh darn easy to give.
Looking for ideas? Read our latest newsletter to see which non-profits our team (and a few friends) have donated to this year.
And that's that. Happy Hanukkah. Merry Christmas. Happy holidays to everybody. Thank you for your incredible support this year. We freaking love our jobs because of you.
All our love,
Adam & the PD Team