Shipping Update #9
over 4 years ago – Fri, Jul 17, 2020 at 10:04:59 PM

Hi all,

Apologies for how late this shipping update is. Some small details we were going to share had some slight changes that needed confirmation for accuracy.

Update by Region

Thank you all for submitting your information to our Google Form. Information has been forwarded to our shipper and orders are still processing. The fulfillment for this project is considered "complete" in general but does have some orders that were misdelivered, missing, etc. that still need to process for a replacement shipment. Please read below for an update on your specific region if you still do not have your pledge. 

Europe and Rest of World
Fulfillment EU in Germany has all of our re-shipment information, including the information submitted from our Google Form. If there was any issue with your Google Form submission, you have been, or will be contacted over the next few days for clarification or confirmation on some details. Otherwise, Fulfillment EU will be processing orders over the next 2-3 weeks. This is slightly later than the previously communicated timeline from our last update due to some delay we had with the transit of our inventory to Fulfillment EU from Floship. We apologize for this small delay. Parts of this forwarded inventory was necessary to cover the unexpected amount of orders that required a new shipment. Once orders do ship, you will receive an email notification with a tracking number and an itemized list of the products being shipped to you.

Australia/NZ
Due to the ongoing delay with forwarding our inventory from Floship to VR Distribution, we will be utilizing Fulfillment EU in Germany to fulfill any re-shipment orders to Aus/Nz. This information has already been forwarded to them and will process over the next 2-3 weeks. You will receive an email notification with a tracking number and an itemized list of the products being shipped to you.

Asia
VFI has successfully retrieved our leftover inventory from Floship to cover any replacement shipments for us. All information has been forwarded to them and should be processed shortly. Email notifications should go out once orders ship and we expect shipments to take 2-3 weeks to process plus transit time.

North America
Re-shipments to North America based on the feedback from emails or the Google Form submission have been forwarded to our shipper but will take another week or two before processing due to our shipper currently handling another project at the moment. Shipments will be coming from the US and email notifications will be sent once your order does ship.

Retail Backers

For any specific questions regarding your pledge, please email [email protected] for assistance.

Asia
VFI has recently been successful in their inventory pick up from FloShip. All shipping information and addresses have already been forwarded and orders will start prepping as soon as possible, if not already.

Europe
Fulfillment EU will be handling all retail backer orders and have already received all of your address and order information. We anticipate it will take 2-3 weeks to process your orders for shipment. You will be sent an email notification with your shipment details once your order ships.

Australia/NZ
Unfortunately, there continues to be some communication issues in trying to forward our inventory from Floship to VR Distribution. Instead, we will be fulfilling your retail orders via Fulfillment EU in Germany. We anticipate it will take 2-3 weeks to process your orders for shipment. You will be sent an email notification with your shipment details once your order ships.

Missing Items, Damage, and Other Support

Please do not message us on Kickstarter or post your support question in the comments section. If any of your items are missing or damaged, or if you require any other assistance, please email us at [email protected].

We want to thank everyone again for their patience.

Thanks!

Leder Games

Short Update and Missing Packages
over 4 years ago – Fri, Jul 03, 2020 at 06:58:23 PM

Hi everyone,

We're a little past the two week period from our last update and wanted to provide a short update to everyone. A more detailed update is planned some time next week so that we can go over the different shipping statuses in each region.

Still Don't Have Your Package?

Because there's still an increasing and surprising number of backers who still do not have their pledges yet, we created a Google Form to better assist you without the long support time. Please use the form below to enter your current shipping details and your tracking number (if applicable). 

We will be using the information provided here to look into your order and organize a new shipment. If there are any questions or issues, you will be reached out to. New shipments to Europe and Australia should be able to ship over the next 1-3 weeks (not including transit time) from Germany and will receive a shipment notification via email when it ships. New shipments to Asia may take 2-3 weeks to ship since we're still trying to get confirmation on whether we've been able to successfully forward our leftover inventory from Floship to VFI. We will provide an updated timeline if this changes in our next update.

**PLEASE NOTE: You do not have to fill in this form if you have already contacted support and received a solution from us by email**

Google Form for Missing/Undelivered Pledges

Split Items from Fulfillment EU

After a small delay with the boat, our inventory from the US has finally reached our new shipping company, Fulfillment EU in Germany, this week and they are processing our stock into their system. They have already been instructed to ship any of the split items as soon as they are able and shipping notifications for orders that were split should be going out over the next week or two. 

Support

We continue to ask everyone to email into [email protected] if there is any other issues with your order and we'll do our best to get back to you as quickly as possible. We're down to one support person for the next few days so responses may see even more slow down. 

The Google Form above for missing/undelivered packages should be able to help us with bringing down our daily incoming emails so we can better assist you but we still currently receiving more daily incoming mail than we're able to reply to.

Thank you,

Leder Games

Root Underworld + Clockwork Correction Stickers and Small Shipping Update
over 4 years ago – Wed, Jun 17, 2020 at 12:32:51 AM

Hey Friends! 

Small Shipping Update

Currently, Europe has approximately 90% of packages that have been marked as delivered. If you have not yet emailed in and still require an update on your order or tracking number, please email us at [email protected]. Current response turnaround time is 5-7 business days.

For backers that have already emailed in and were already provided a solution, any new shipments are still approximately 1-2 weeks from shipping in Europe, 4-6 weeks in Australia, and 4 weeks in Asia. 

If you are a retail backer and have any questions about your pledge, please refer them to [email protected]

If there are any questions about your tracking or your order, please email us at [email protected]. We still have a large number of incoming emails each day and have two people dedicated to working through our inbox. Despite this, we are still seeing a turnaround time of 5-7 business days for replies. 

Correction Stickers

We wanted to do a quick update addressing the missing Duchy and Corvid relationship markers and the fix to the Electric Eryie (EE) Player Board (Clockwork Expansion) and our plans for a replacement. We will be providing a sticker sheet that is free of charge to anyone who signs up using this form up until September 30th, 2020, any interest past this date for correction sheets can be found as a free downloadable file on our website so that you can print it at home

Note: future printings of the game will have the correct amount of markers and the errata EE Player Board. We will also include fully produced corrected components in our next major Root product release (i.e. extra Underworld relationship markers in our next Root expansion and an extra corrected Eyrie board in the next Root automated faction release).

CLICK HERE FOR REPLACEMENT STICKER FORM

Root Underworld Fix

Only one set of Duchy and Corvid relationship markers for the Vagabond player was included when there should have been two. This does not make the game unplayable and can currently be substituted with one of the alternate VP tokens provided in the Underworld expansion. This sticker fix can be attached to one of these VP tokens so that the correct graphic can be shown.

Clockwork Fix

An extensive update has been applied to the Electric Eyrie player board for the Clockwork (automated factions) expansion. This change addresses the nature of how the Electric Eyrie's functions caused them to act in a way that was not intended and made their play too unstable as a result. This sticker is meant to be applied directly to this portion, covering the first printing EE Daylight board text.

When It Will Ship

We'd like to kindly remind you that responses are due by Sept 30, 2020. Shipping will begin shortly after via a flat envelope. Tracking will not be provided. Delivery may take anywhere from 2-8 weeks, depending on the destination, and will ship from North America. 

Questions and/or Support?

Please email us at [email protected] for any questions or assistance. Please do not use the Kickstarter messaging system to contact us. We're still backlogged due to the number of emails we receive each day and currently have a 5-7 business day turnaround time on inquiries.

Shipping Update FAQs (Please Read)
over 4 years ago – Sat, May 30, 2020 at 02:04:28 AM

Questions covered in this update:

• 1. I wrote to support and haven't heard back yet
• 2. I submitted my address change request on the Google Form from a few updates ago. How can we tell if the address change was successful? (UK/EU)
• 3. I don't have my tracking number or have not gotten an email notification
• 4. My tracking number hasn't moved in X amount of days. What's going on? (UK/EU)
• 5. What is the exact shipping process being used and why is it taking so long? (UK/EU)
• 6. I'm in Australia and my tracking shows my shipment hasn't moved in X amount of days.
• 7. My shipment that was sent from Floship via Hong Kong Post is no longer updating via tracking.
• 8. I received my copy of Underworld but I'm missing the second Relationship Marker for games with a second Vagabond player.
• 9. I got a shipping email from Fulfillment EU and it's missing items!
• 10. What will you do about the Electric Eyrie errata in the Clockwork Expansion?
• 11. Where are my Kickstarter Items? (i.e. Vagabond Pack, Resin Clearing Markers, and Exiles/Partisans Deck)
• 12. What will you do to change your shipping strategy in the future?
• 13. I'm missing or have damaged items from my order
• 14. When can we expect the next Kickstarter update?

FAQs

1. I wrote to support and haven't heard back yet

Our inbox is unfortunately overwhelmed at the moment. We've allocated as much spare help to answer messages as quickly as possible. There are two people, including myself, who each dedicate 20-30 hours/week to answering support emails, and we are struggling to keep up with emails due to the number of new emails we receive each day. Our current turnaround time is 5-7 business days. A lot of cases require a lot of care put into the email response as it requires investigation, cross-referencing, and looking for proper solutions.

After each Kickstarter update, we get a very large influx of emails all at once, so we anticipate another group of incoming emails after this update as well that may stress our resources and extend email turnaround time further.

We would also like to spend this time to remind everyone to not submit any support questions through the Kickstarter messaging system or ask for support through the comments. In order to better help you, our focus is primarily on the incoming support emails. There are too many avenues to monitor, and keeping our focus on one place will help us get back to you faster. 

2. I submitted my address change request on the Google Form from a few updates ago. How can we tell if the address change was successful? (UK/EU)

Honestly, the only confirmation we have on whether these were successful or not is the verbal confirmation and assurance from Floship themselves, and from one of their co-founders who promised to handle the completion of our project himself. 

Based on emails in our inbox, we're getting mixed responses on the address change requests. Some were able to deliver to their new address but with the old address shown on the label, and some have still gone to the old shipping address. We assure everyone that we did everything we could in our power to make these address changes for you.

3. I don't have my tracking number or have not gotten an email notification

Please check your Backerkit account for any tracking information. We uploaded over 5000 European tracking numbers on Backerkit on the 18th with email notices. It's possible that due to the volume uploaded, not all email notifications were able to send, or some might have gone to spam.

If you do not know how to access your Backerkit account, you can recover it here.

If you still do not have your tracking information after checking your account, please email [email protected]. Current turnaround time is 5-7 business days on email responses.

4. My tracking number hasn't moved in X amount of days. What's going on? (UK/EU)

This is completely normal. Any email indication that your package had "shipped" was a template default response (that we cannot edit) set up by Backerkit and does not necessarily indicate the actual shipment of your package. This notice only represents the creation of your shipping label/tracking number. Apologies for any confusion.

We have a tracking report that we check every day and each day, more tracking numbers are being updated with pick up or movement scans. We currently estimate that roughly 30-40% of our backers have tracking numbers that have tracking statuses beyond the "shipment label created" stage. At the current pace, we're anticipating that nearly all packages should show an updated scan by mid-June.

5. So what is the exact shipping process being used and why is it taking so long? (UK/EU)

For those that have shipments that came from the two containers from Floship (i.e. those with UPS or Whistl tracking numbers in Europe), the containers landed in the UK in early May and in order to deliver to its destinations, require tracking labels that can be processed by couriers that can take it from the UK to you. 

At Floship's facility in Hong Kong, orders were packed loaded onto boat containers with an internal reference number that only Floship or their forwarder can track and interpret. This was therefore not an actual valid tracking number that could take care of the actual delivery. Now that the packages are with the forwarder and have been unloaded from the container, 5000+ orders must now be re-labeled with UPS and Whistl tracking labels so that they can be picked up and processed by their relevant delivery courier company. 

It's normal practice, as you might have seen with our US orders, to batch process/print tracking numbers and shipping labels first before actually attaching them to packages and have them picked up by local courier companies. It is a large volume to process and does not include any form of re-packing whatsoever. This is only the shipping label process stage but does require ensuring the right label gets attached to the correctly packaged box. 

For our fulfillment in the US, it was common to have tracking numbers that were generated 3+ weeks before it started to show any tracking progress, and we honestly don't expect it to be much different in this process. 

We will have our entire European allocated inventory at Fulfillment EU, our new shipping partner in Europe who will take over any new shipments in mid June. If there is still no movement on your package in mid-June, we will have inventory allocated in Europe for any worst-case situations. We're prepared to do whatever we can to ensure that you'll receive your pledge in full.

6. I'm in Australia and my tracking hasn't moved in X amount of days.

We're honestly really confused about this as well. We have sent several follow up emails to our Floship account representative and their co-founder cc'ed on this and are awaiting a response. According to more than one backer that has emailed us, their Australia Post tracking number that had labels generated in April, are now registering on Aftership with Ubi Logistics with scans that are showing departure scans from Hong Kong's port (https://www.aftership.com/couriers/ubi-logistics).

We were 100% unaware of this being Australia's shipping solution in any way and we're very angry and frustrated with how this has been handled as well. If your tracking number still does not register on Australia Post or on Ubi Logistics, please email [email protected]. We're prepared to create new shipments for you once we have our inventory set up with our new Australian based shipping partner, VR Distribution in a few weeks. 

7. My shipment that was sent from Floship via Hong Kong Post has stopped updating. 

As of April, Hong Kong Post has completely suspended service and all HK Post packages are considered lost at this point as we do not know when they will resume service. Please contact [email protected] if you are in this situation so that we can provide a solution for you.

8. I received my copy of Underworld but I'm missing the second Relationship Marker for games with a second Vagabond player. 

This was an error we made during our file submission stage to the factory and across our entire printing of Underworld, only one set of Vagabond relationship markers is included. We do, however, provide two different VP token types for the Corvids and Duchy and recommend using one of these sets in the meantime. Our current plan is to provide an extra set of these relationship markers in our next Root product release.

9. I got a shipping email from Fulfillment EU and it's missing items!

Fulfillment EU is our newly chosen European shipping partner to take over any new or replacement shipments. We air-freighted a small amount of inventory at a premium cost to place inventory within Europe to cover "just-in-case" situations. What we didn't anticipate is that we'd be using the majority of this inventory to cover nearly 200 orders that Floship was not able to complete in a timely enough manner.

In order to prevent any further wait on your packages, Fulfillment EU was instructed to partially ship with what they had available, at additional cost to us, so that all of our European backers could get their packages at roughly the same time without making these 200+ backers wait longer. The rest of our inventory for Europe is set to arrive roughly in mid-June and once that inventory is received, the rest of your order will ship. This was meant to be a courtesy to our left-behind European backers and not meant to create further frustration or confusion.

10. What will you do about the Electric Eyrie fix in the Clockwork Expansion?

We have posted a printable errata on Board Game Geek here. The errata is needed for all current printings of The Clockwork Expansion but we intend to offer a corrected Eyrie board with our next printed solo content release. We currently do not have any details on this product or its release date at this time.

11. Where are my Kickstarter Items? (i.e. Vagabond Pack, Resin Clearing Markers, and Exiles/Partisans Deck)

These items are packed individually inside of the Underworld box itself. The lid of the box is slightly raised to indicate that they are packed inside.

12. What will you do to change your shipping strategy in the future?

We plan to detail our experience during this campaign in a future update once we have completely recovered all of our inventory from Floship as we still have a sizeable amount of inventory left that are liable so we cannot speak about any specifics just yet.

We have definitely learned a lot from our shipping experience and have already made adjustments for our next two game releases: Fort, and Oath. Before our next large Kickstarter fulfillment project (Oath), we have the opportunity to test our new shipping strategy to ensure that process goes as smoothly as possible. This new strategy will have shipping split into the following regions: US/Canada, Asia, Australia/NZ, and UK/EU/Rest of World rather than have several regions consolidated into one hub. This will allow better control and faster turnaround should there be any shipping mishaps. It will also prevent needing to lock addresses months ahead of time as it was done during this campaign.

We regret the quality of shipping experience for all of our backers during this campaign and we intend to correct every aspect that has gone wrong here and bring that experience to help us improve our service. For now, please understand that we're doing all that we can to successfully complete fulfillment and ensure all backers are helped and get their pledges.

13. I'm missing or have damaged items from my order

Please contact [email protected] with your shipping address and a photo where applicable for damaged or defective items and we'll provide a solution for you. The current email turnaround time is 5-7 business days.

14. When can we expect the next Kickstarter update?

As per our update from a few updates ago, we're currently providing a new update every two weeks if there are no major changes to announce. Unless there's anything major we need to communicate, you should expect the next update by June 15th. For any individual support, please email [email protected] directly for any assistance. Kickstarter comments or Kickstarter messages, or our social media, are not proper avenues to reach out for support since it takes away our focus from helping those who have emailed into our support inbox.

Shipping Update #8
over 4 years ago – Tue, May 19, 2020 at 12:38:53 AM

Hi everyone,

Here is our latest update on fulfillment. Please note the section regarding a Backerkit shipping email you may have received unintentionally if you have already received your pledge.

Backerkit Tracking Emails

If you already received your pledge and have recently gotten a Backerkit email regarding your order being shipped, please disregard this email. We recently uploaded a load of tracking numbers for our UK and EU backers and the only way to send them their email notification on Backerkit was to send all notices together (including the ones that shipped already). Nothing new is being sent and you are not being charged twice for anything. It's simply an email notification only. 

UK/EU 

We finally received our tracking report for the orders that arrived on the two containers in the UK and have uploaded them to your Backerkit orders. (Edit: Please make sure you double check your Backerkit account for your tracking information before emailing in, just in case your email might have gone to spam). Looking at some of the tracking we received, it looks like a majority of these packages have not been picked up by the couriers yet. According to Floship, it will take a few days to complete relabelling and for now, labels and tracking have only been generated. With this in mind, we hope that we might see our earliest deliveries next week. 

Based on how the forwarded Australian orders were handled, it may take a few weeks for all of our European packages to be processed and picked up the courier due to the volume of packages we have that need to be reprocessed with UPS and Whistl (the two couriers handling the local delivery of these packages). Please be patient during this process since some companies are shorter staffed than usual and we have a large volume of orders for UPS and Whistl to suddenly process once they are ready to pick up from the forwarder. We're hopeful for this process to be swift but are trying to be realistic based on the processing time in Australia that was handled very similarly.

If you have not received your tracking number yet, it's still possible you are part of the new shipments being handled by our new European shipping partner. As stated before, these orders were the ones that were originally intended to be on a third ocean container but because of the delays with Floship's process, we have moved our inventory to a new company based in Germany and they will be handling any leftover European orders. With inventory with this new shipping company now, processing of these orders will begin as early as this week and should be caught up by the end of next week. 

If you have not received any tracking information by June 2nd, please email us at [email protected] so we can look into it for you. 

Address changes are unfortunately no longer possible and if you did not fill in our Google Form from a few updates ago and require an address change, the best course of action would be to contact the courier with your tracking number to try to reroute the package to your new address. If that fails, please email us at [email protected] for options.

Australia

Unfortunately, we're still seeing that even though we have tracking numbers for our packages, not all have shown a pick up scan by Australia Post or Fastway yet. We're currently looking into this with Floship.

If it's possible that your order requires a new shipment because the original is lost, we're currently moving inventory to a new shipping company based in Australia and are a few weeks away from being able to ship new orders since we are moving on from using Floship as our shipping partner. 

If your package or tracking is still missing and you have not contacted us for a solution yet, please email us at [email protected]. Current turnaround time for email replies is 3-5 business days.

Asia, New Zealand, Non-EU Countries, Rest of World

Fulfillment is complete unless you have emailed in regarding your order and require a new shipment.

For those who require a new shipment, our inventory is currently being  moved to several new shipping companies based in different regions and are a few weeks away from being able to ship new orders since we are moving on from using Floship as our shipping partner. 

If your package or tracking is still missing and you have not contacted us for a solution yet, please email us at [email protected]. Current turnaround time for email replies is 3-5 business days.

US/Canada

Fulfillment is complete. If you have not received your package or tracking yet, please email us at [email protected]. Current turnaround time for email replies is 3-5 business days.

Retailers

If you are a retailer, please directly contact [email protected] for any questions about your order.

A Note About Our Root Underworld Retail Release Date

We intend to honour our promise to not sell any Root Underworld products to distribution, retail, or consumers until the majority of our fulfillment is complete. 

We currently plan to begin taking pre-orders for most regions, including Europe and Asia, on our webstore early June but we will not ship any products until we can confirm that most of our two containers in Europe have delivered. The current shipping estimate we have set is mid to late June. You might see some marketing for these dates but please note that they are only estimates and are subject to change based on the rest of our fulfillment goes over the next few weeks. 

Support, Missing/Damaged Items, and Other Questions

Please do not message us on Kickstarter or post your support question in the comments section. If any of your items are missing or damaged, or if you require any other assistance, please email us at [email protected]. Turnaround time for email responses is 3-5 business days. We expect a large influx of messages after every update, so please be patient as we try to help you as soon as we can.

Thank you!

Leder Games