We've got some EXCITING NEWS about our remaining items!
Challenge Coins: If you had a coin as a part of your pledge level or added one in BackerKit, it's time for them to ship! They were just delivered to our warehouse and we're ready to ship them out in a few days. You should have recently received an "Address Confirmation" email from BackerKit; please double-check that info to make sure you have the right address!
Expansion Packs - Second Production Run: If you were a backer in the Second Production Run for the Expansion Packs, we're ready to ship those out as well! They had a long and hard (heh) journey here from China, but they're being imported in the warehouse and will ALSO be shipped out soon. You will be receiving an "Address Confirmation" email from BackerKit; please double-check that info to make sure you have the right address!
Three Signed Cards: If you pledged at the $150 or $2,500 Level, the signed cards have been mailed out to you! There is NO TRACKING information associated with these items, so please wait until September before contacting us if you think it got lost in transit.
Customs T-Shirts: For our Backers who experienced an issue beyond our control with customs in their country, your shirts will be shipped out in a few weeks.
Want to check on your pledge? Go to this page here!
Thank you again for all of your patience and support! We hope you’ve been enjoying playing Million Dollars, But… The Game with your friends!
Questions? Comments? Concerns? Email us at MDBgame@roosterteeth.com and someone will be able to assist you.
Hello everyone, my name is Joe Rozsa. As the head of consumer products for Rooster Teeth, I hope to be able to provide answers to your questions about MDB The Game; the campaign, shipping and fulfillment. After reading and responding to comments here, we have combined some of the most common questions to put here in one location.
We have been reading your feedback and working hard to find the best and most accurate answers to all of your queries. We know it can be frustrating not having the answers immediately, but sometimes the right answer is not easily found – even for us. The last thing we want to do is give you bad information and then have to correct ourselves later because we didn’t have all the information necessary.
Finally, we want to thank you all so much for backing our game and be assured – we want to make the process of getting your game as smooth as possible so you can start playing it and having fun right away. To those who have received the game and have been posting their favorite scenarios and photos, that is awesome and thank you for sharing. We hope you have as much fun playing it as we did making it. Thank you all. Now the Q's...
Q: What’s up with expansion packs being on backorder for those people in the first production run?
A: On July 7th an email went out to ~2000 backers who were affected by this and we hope that aided in the clarification. For those that didn’t receive the email, here’s the story: about 2000 backers from the first production run were being told their expansion packs were on back-order and they’d receive them in a couple of months. There was a miscommunication between us at RT and our fulfillment partner about the 1st and 2nd production runs and they put an entire pallet of decks on reserve to use for later, thus not having enough packs to fulfill everyone in the first run. We discovered this last night and immediately released that pallet for shipment.
TL;DR, Are you a first production run backer who hasn’t received their expansion pack? They will all be shipped out today. You should be receiving shipping confirmations soon (if you haven't already).
Q: What’s the deal with the customs fees that are being charged in order to pick up my game?
A: First of all, a big thank you to all of our international backers. We were definitely amazed by the total number of backers outside of the United States and it was wonderful to see how many people will be playing MDB worldwide. That being said, we’re very aware and empathetic to the customs questions and concerns that we've seen posted here and on other outlets. Unfortunately, we have to report the declared value of the game on the package that is shipped. That value is transferred from Kickstarter to us in the data with all of your shipping information. We can’t really get around that and while I can’t speak for how other campaigns are run, we have to report the amount spent for the game as the declared value.
This is a rather common concern across many campaigns and the only law-abiding solution I know of is for us to have shipped the game from within your country. (Sidenote: one of my current tasks is working to improve overall customer experience worldwide, with shipping being a big part of that). But, for this campaign, and to turn it around as quickly as we did, we had to ship everything from the United States. Then, once the declared value is reported, we don’t have any control over the fees that specific countries look to collect upon entry. Some countries haven’t tacked on any fees, while others such as Canada and the UK have.
Now, this doesn’t mean we’re happy about it. We could have and should have done a much better job of understanding and communicating this to our backers earlier. No one likes a surprise bill and we don’t blame any of you for being frustrated with that. We have been on the phone with customs offices around the world to better understand the situation and see if there was anything we could do to help.
The good news is that for those of you who are waiting on expansion packs and/or challenge coins, we’ve been assured that both of those items will fall below the tax threshold and will not require additional fees. We know this doesn’t make it any easier to shell out the extra money to get a game you already paid for, but I hope this helps to explain the situation. In addition, the reason for the $7 international charge was for us to partially offset our international shipping charges via DHL. Had we used other options that were available, the cost for both us (and you as a backer) would have been 3 to 4 times higher. We wanted to keep the price as reasonable for everyone as possible, but that meant some people were hit with surprise customs fees that they weren't expecting. We're looking into a little something special and fun for the international backers who had to pay a little more to enjoy the game, but we’re figuring out exactly what that can be. We love every single one of you and hope that we can come up with something to make it up to you.
Q: I want to pay the customs fee to get my game, how do I do that? (I’m in the UK)
A: Customs Clearance Ltd is dealing with the DHL customs payments. You may pay online at www.cclpay.com or call them at +44 (0) 20 8231 0915. Please have your Payment Request Number ready. If you don’t have that number, please call them and give them the GM DHL Tracking number and they can pull it up for you.
Q: What about the challenge coins and the expansion packs that haven’t yet shipped? What will customs do to those?
A: The challenge coins and expansion packs do not meet the threshold for customs taxes and we’ve been assured that they will arrive to our non-United States customers without any additional taxes due.
Q: I was a First Run backer, filled out my survey right away and still haven’t received my shipping confirmation. What should I do?
A: There is a very high chance that the email is in your spam/junk folder. The email would have come from email@example.com. If you still can’t find it, email us at MDBgame@roosterteeth.com and someone on our team will look up your tracking code and send it to you. But, we can assure you that everyone who answered their survey by June 21st has had the main game sent out to them (even 2nd run backers). All expansion packs for First Run backers will be shipped out by end of day July 8th.
Q: I’m a Second Run backer, when will I get my expansion pack?
A: The next batch is running ahead of schedule and we are looking at August as our ship date! Thank you for your continued support, and I'll be in the comments below to answer any remaining questions that you might have.
Over the last week we have seen inquiries and questions as we have begun shipping out copies of Million Dollars, But... The Game and the Expansion Pack - 1st Run. Here are some of the most common questions and their answers.
I got my core game, but not my expansion pack?
You are most likely in the second production run and will receive your expansion pack in August. If you believe you are a First Run Backer, email us at MDBgame@roosterteeth.com
How do I know if I'm in the Second Production Run and what does that mean?
Check out your Pledge on Kickstarter.com and look at the description. If you are in the second production run, it will say that. If you are in the second production run it means you will receive your core box NOW and your expansion pack in August 2016.
My core game was damaged in the shipping process, what now?
Send us a photo (to MDBgame@roosterteeth.com) of the damage and we will work with you to decide the best course of action.
I'm in the UK and receiving a Customs notification to pay an additional fee, why is this happening?
More information will be sent to you shortly regarding this issue.
Where's the Challenge Coin?
The challenge coin will be shipped separately in later July.
Where are my 3 Signed Cards from the Collector's Edition Level?
The cards will be shipped separately in August.
I'm in Canada and worried about receiving my items because of a possible postal service strike, what should I do?
While we don't control the labor issues in other countries, we will do our best to help work through this issue with our customers. More information will be sent to you shortly regarding this issue.
I still haven't answered my survey, what happens next?
Immediately answer your survey (Recover it HERE.) We will be shipping out your items to you as soon as we can.
We appreciate your patience with us as we work through this incredible high volume project. Thank you for all of your support and understanding.
Other questions or concerns? Email us at MDBgame@roosterteeth.com for help!