2018.07.31 - Shipping Update. Gen Con Booth: #531 in Hall J - Bookplates available at Gen Con for those who do not have their games yet.
Gen Con Booth: #531 in Hall J
TL;DR - We understand everyone is anxious to get their copies, and we're doing everything we can to help the fulfillment centres get the remaining games into your hands as soon as possible. We are at Gen Con, booth #531, communications may be slow.
Shipping Zone updates
ASIA: Tracking for all packages should now have been sent, and packages have been going out the door. VFI has informed us all China / SEA shipments will DELIVER by August 7. The only exception is Indonesia, which will take an additional week (the boat to Indonesia takes the longest).
REST OF WORLD: We now have tracking from VFI for all 236 Rest of World packages. This was available much earlier in July but was missed due to a misunderstanding. All backers should also have it now too. If you do not have your ROW tracking number, please email email@example.com so we can look into it.
AUSTRALIA / NEW ZEALAND: COMPLETE! All packages were sent out by July 26th. Most have been delivered, and all backers should have received tracking. Excellent work Gameology!
UNITED STATES: 2300 out of 6000 packages were sent as of today (July 31th). Quartermaster has said that shipping will be completed by Friday Aug 3rd, with a worst case scenario of Monday August 6. They are pushing to see if they can speed that timeline up.
CANADA: 1132 out of 1400 packages have been sent. Reports have been coming in all across Canada of successful deliveries. They expect to have the remainder out the door tomorrow. Excellent work Snakes & Lattes!
EUROPE: 2000 out of about 6000 packages have been sent. A few weeks ago, the containers were all held by German authorities for over a week. Since the containers were been released from inspection, Happyshops has run into trouble booking trucks to bring the containers from the port. The final containers are scheduled to arrive tomorrow (Aug 1) and Friday (Aug 3). We are really pushing them as hard as possible here. We hope all the remaining packages will go out next week, but given the delays that have happened in this zone we do not feel we can guarantee this - If worst case scenarios were to happen, some backers might be delayed as late as the 15th. Long story short: fulfillment is scheduled to resume from Happyshops to the EU tomorrow.
Many of you in USA, Europe, China, South East Asia, and Rest of World have still not received your games yet. We make no excuses, and we are extremely sorry for this. We at Roxley are the ones who select our fulfillment services, and so we alone must take full responsibility for these shipping delays.
From the very start, we’ve communicated with each of our fulfillment partners that backers should receive their games in the last week of July, before Gen Con. We felt this was a simple and straightforward goal, and we trust our fulfillment partners know better than us how long each package will take in transit, and when they should be shipped to reach this goal. All of our selected fulfillment services represent the best in the business. Our relationships with each of them have been built on trust and an extremely positive experience in working with them in previous campaigns.
However, the increasing demand for Kickstarter, combined with the few choices of fulfillment partners to work with, has created some very real challenges when it comes to shipping out games in an ideal way.
What we are doing to address this now:
Challenges have arisen in each zone, explained above. Right now we are focusing on:
- staying top of fulfillment centres, urging them to get packages out the door as well as requesting frequent updates.
- providing you with as much up to date information as possible through the comment section, Kickstarter updates and BGG (we will continue to answer comments as best we can at Gen Con).
- removing any roadblocks possible from fulfillment services
What we will do better in the future:
We need to be better. We will be better.
You deserve accuracy and timeliness that matches the quality of games that Roxley strives to create.
As such, we will be doing a full reexamination of how we do fulfillment for projects of this size in the future to increase our ability to fulfill a project in a timely manner. Gavan and Adam will be working in house and with our fulfillment services on the following items:
1) Assuming worst case scenarios with timelines - When predicting fulfillment dates, especially as we approach fulfillment time, we will do better to provide dates representing worst case scenarios. In some cases like USA, we feel we have done this, but it seems we need to pad our dates even more.
2) Produce factory shippers - It is likely too late for Dice Throne Season Two, but in future campaigns, we will have the factory manufacture ready-to-ship boxes with foam padding to allow fulfillment services to simply place a sticker on the games and send them. Brass is contained in cartons, which are packed into other cartons, but these are only rated for freight.
3) Split fulfillment between multiple partners in some zones - In Zones with the lion's share of backers, such as EU and USA, we will look at splitting fulfillment between multiple partners.
4) Potentially discard the concept of staggering fulifllment - In order to be fair to backers, we asked fulfillment services to send out the games such that they would be complete in the last week of July, rather than asking them to ship them as soon as they got the games. We did this with the intention of having everyone receive their games reasonably close to one another. Although our intentions are from a good place and still seem logical, there are clearly too many variables outside of our control to take this path again.
Brass at Gen Con
It took us well into July to decide to sell Brass at Gen Con. This is because we did not want to pull the trigger on shipping Brass to Gen Con until we had confirmation that nearly everyone would already have their games. (We knew a few people wouldn't have them yet, as that is the nature of shipping. )
After receiving confirmation from all of our fulfillment partners that timing wouldn't be a problem, we shipped a small number (100 copies) of Brass: Lancashire and Birmingham to Gen Con at the deadline. Then we did our absolute best to ensure that your pledges were in your hands prior to Gen Con, but despite our efforts, here we are with more than we expected still en route.
To say that our team is gutted that we have stock at Gen Con, while some of you don't have your game yet, is a gross understatement.
Gen Con is an extremely expensive convention for Roxley. We need all our staff there, and the cost of flights, hotels and exhibitor booths are astronomical and going up every year. We also do not want to disappoint fans who are hoping for the chance to get a copy autographed by Martin Wallace.
Because we have stock sitting at our booth, we will be proceeding with our set plan of selling our very limited stock of Brass at Gencon so that we may attempt to break even on the show. These copies will not have the discounts or package deals that you received as a backer. If you'd like to discuss this directly with our team, please email us at firstname.lastname@example.org, we are listening.
Let us say thanks!
Please come by our booth so that we can personally thank you for helping us to make Brass an amazing game. We are tremendously grateful! Your continued support will allow us to continue the Brass line, and also allow us to create many more quality games in the future.
Don't have your game yet, but want Martin Wallace's signature anyway? We got you covered with bookplates!
If you really wanted your game signed by Martin Wallace, but you have not received it yet, we have a solution for you. We have printed nice Brass themed labels that Martin Wallace can sign. You can then stick it to the inside of your game box when it arrives. :)
Reminder that the whole team is or will soon be in Indianapolis for Gen Con this week and updates and email responses will be less frequent during this time.
If you have damage issues, or manufacturing defects, please contact us at email@example.com with a detailed description and pictures of the damage.
Thanks for your unending patience. We are almost there. We want these games to get out to you as badly as you want them to arrive.