This week there is a change from the format of our last few updates to cover some specific issues that have arisen regarding shipping and returns.
Last Friday (23rd of November) we sent out an email to backers who had their Wave 2 packages returned to SFG HQ. Feedback to these emails suggests an alarmingly high rate of backers not receiving tracking numbers for their orders, this feedback is also present in the comments with the packages currently arriving with backers in the EU.
Based on this feedback, we undertook an investigation as to why the tracking information for packages isn’t making its way to backers. We have established the issue, and this is now being addressed. This investigation has led to a small delay in getting all the remaining Wave 2 EU orders out.
The initial date of completion was given as the 23rd November. Following these issues, our aim is now to have the rest of these EU orders sent out by the end of this week (7th December), if we have no further issues regarding the tracking information. Backers for orders from this point forward will receive tracking information via email. We will continue to monitor these orders to ensure correct tracking information is being sent throughout this process.
At the time of posting this update we are aware of a current issue with the click-through link provided in the emails containing tracking information. Engineers are currently working to resolve the issue. While waiting for this issue to be resolved you can follow this link, and simply paste your tracking number in to track your package.
Due to the feedback regarding tracking information an email is being sent out to those affected by the package returns offering to ship their Wave 2 package back out, free of charge. This does require action from those which have been affected. If you received one of these emails, please reply with the requested information as soon as possible. All backers for which we have had returns arrive at SFG HQ (to the present date) have been contacted.
The final complication we must discuss regarding shipping relates to the recent Canada Post rotating strikes which began on the 22nd of October. All packages to Canadian backers were sent from the hub by the 19th of October. This means it is likely some of our Canadian backers will experience a delay in receiving their Wave 2 packages due to the Canada Post strikes.
Apologies for the delays and concerns caused by the matters covered in this update. We will continue to update on the progress of the remaining EU orders as we move forward. Please let us know if you have any further issues with tracking information, so we can implement any alterations as soon as possible.