Shipping Update #7
3 months ago
– Fri, Apr 17, 2020 at 11:16:52 PM
We just wanted to provide a new update on the current shipping situation. Once again, thanks to everyone for your patience during this time. We know that you're all excited to finally have your games in your hands and hope you're safe and healthy at home.
Address Changes (UK and EU only)
If you are a UK or EU backer, we can very likely update your shipping address.
If you need to update your shipping address, please fill out our Google Form here
This form will be open until April 24th so the forwarder has enough time to make these adjustments when they relabel our packages with their local tracking labels.
Please do not email address change requests unless necessary—this form is the fastest and easiest way to organize your requests.
We'll let everyone know in a Kickstarter update whether these address changes were successful or not. If all else fails, we're happy to re-ship your order if necessary. We didn't mean to make it sound like you were out of luck during our last update—we will do whatever it takes to ensure you receive your packages.
Unfortunately, this form is only for UK and EU backers. If you are outside of these regions, please email us at email@example.com to review your options.
UK and EU (Big Update)
This honestly contains a mix of good news and some bad news. Besides the good news about the address changes above, the other good news is that after a lot of detective work and asking Floship to provide this information, we have received the bill of lading and container numbers for our shipment on the water. If you'd like to track this, our container numbers are GESU6239234 and MEDU4182293, and the bill of lading number is HKGSE2000355.
The third container has not yet left the shipping facility, so we have decided to air-ship these packages, since it is currently more difficult to book ocean passage, which is delaying the shipment further. We are still figuring out the details on how these will be tracked, but we're working hard to get your orders to you as quickly as possible.
Now, here is the bad news. When you look up our container numbers, our boat arrival date in the UK is April 29th and not earlier like we were led to believe. We have attached a screenshot of the tracking history below for your reference.
You can track the vessel live at www.marinetraffic.com. After our packages reach the warehouse in the UK, they will be processed and then picked up by their local couriers. Once this process is complete, we will receive a new tracking report, which we will upload to your Backerkit accounts so that you can track your orders.
With the container arriving at port near the end of April, packages will be delivered perhaps as early as mid-May but going into June, depending on its destination. We are sorry again for this delay. If you need to change your address, please check the section above on how to request this change.
The quality of communication coming from our shipping partner leaves a lot to be desired, and we've been given many erroneous and presumptuous timelines that we shared with you because it's all the information we had from our account manager. It took us over a month to obtain the tracking information, and now that we've seen the shipping status, we absolutely share your frustration at the situation. We're embarrassed, outraged, and frankly a bit exhausted from trying to manage this partner, but we do apologize again to all of our backers who have not received their pledges yet.
Our account manager, a Floship co-founder, recently sent us an apology for a number of things that have gone wrong. But their apology doesn't help you, our backers and supporters, who have chosen to support us, and we understand that. The best we can do as a company is continue monitoring the situation and work hard to prevent any further delays.
The boat has reached the port! We have received new tracking numbers and the packages are being processed by Australia Post now. As some of you may have noticed in the comments section, some backers are starting to receive their pledges in Australia. For clarification, packages were handed to a forwarder, but we are not sure whether this company is Aetherworks or not, since this shipping process was not detailed to us in this way.
We have uploaded a number of tracking numbers to Backerkit accounts, but unfortunately not all were part of the report we received, so we're putting together a complete tracking report for our Australian backers manually and are uploading tracking numbers to Backerkit every day. We expect to upload all of your tracking numbers by early next week.
There's a small handful of orders to Australia that are still at Floship's facility, but we are working to get these air-shipped so you will receive your package as soon as possible. We hope these will process and ship over the next couple of weeks.
Asia, New Zealand, and Rest of World
We still have our incomplete tracking report that we are currently working through. As per our last update, we ask that you give us until April 20th to investigate and assign any tracking numbers to your Backerkit accounts. If you do not receive any tracking notice by the 20th or so, please email us at firstname.lastname@example.org so we can look into it for you.
Canada and US
Fulfillment is done in Canada and the US, and late surveys that were submitted past October 2019 are still being manually processed. We hope to have all late pledges completed by the end of next week. If you are still missing your order and have not received a tracking email by the end of next week, please email us at email@example.com
If you are a retailer, please contact firstname.lastname@example.org for any questions about your order.
Support, Missing/Damaged Items, and Other Questions
Please do not message us on Kickstarter. If any of your items are missing or damaged, or if you require any other assistance, please email us at email@example.com. We've caught up on all of our backlogged messages and are back to processing responses within a few 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, as we're sure that some of you may have a lot of questions after this post.
Thank you all for reading and stay safe out there,
Quick Shipping Update
3 months ago
– Wed, Apr 08, 2020 at 07:08:42 PM
Hope everyone is staying safe and healthy during this time. We're due to provide a new update on shipping for you all! This update is based on the current information we have—we're currently lacking a lot of solid confirmation and can still only provide estimates. Once we do have confirmation, we will give a more detailed update. For now, we will work to update you every 2-3 weeks. Of course, we will give updates earlier if we have new information that is substantial and confirmed.
For our international backers, please note that our shipping partner, Floship, is also affected by a shortage of staff during this time. Their responses to our communications are therefore slow and take several days for a reply at times, and we're trying to get more detailed information and get confirmation on their estimates. Though we've done our due diligence and have contacted them as frequently as possible for updates, it has been difficult to procure anything solid and we can only share what has been relayed to us so far.
UK and EU
According to Floship, the boat is set to arrive at the UK port this week. For the past month we've been pushing Floship for tracking details for the containers, or at least the name of the boat, but they haven’t given us this information yet. They estimate we'll receive a tracking report for these orders during the week of April 13th.
Once the boat reaches the port in the UK, the packages will be unloaded and moved to a warehouse, where they will be relabelled with local courier tracking based on their destination, then picked up by the relevant courier companies to carry on the delivery until it reaches your address. When we have your local tracking numbers, we'll upload them to your Backerkit accounts. If all goes well, deliveries could start as early as the week of the 20th, but realistically the last of these deliveries could go on into May.
A third container is still pending to leave Floship's facility in Hong Kong. They are currently waiting to get the earliest container pick-up date and will let us know once that has happened. But according to them, the ocean freight employees are also extremely short-staffed as well due to a mandatory quarantine of two weeks after travel, so it has been difficult to get this last container booked. This third container will carry 200 to 300 orders that could not be loaded onto the first two containers set for the UK and EU.
The boat was estimated to arrive on April 6th, but we have not received confirmation yet. We've been told that it will take roughly two or three days to take the container at the port to the warehouse, and another day or two to relabel packages with Australia Post tracking numbers and get them picked up. With this timeline in mind, packages may be picked up by Australia Post during the week of April 13th, and deliveries may begin as early as the week of the 20th. Once the local tracking numbers are assigned and we receive them, we will upload these details to your Backerkit accounts.
Asia, New Zealand, Non-EU Countries, Rest of World
Most of the orders for these regions were shipped by air. We received a small tracking report for these, and we uploaded these tracking numbers to Backerkit. However, there are still a few orders at Floship's facility in Hong Kong. We have been pushing for an update on when these orders will leave their facility and are waiting for an estimated date.
Additionally, we're waiting to receive a more complete report on the orders that have no tracking information yet. Based on the number of emails we received since our last update, it is clear that the initial tracking report we received was extremely incomplete. If you do not have any tracking information yet, we ask you to wait until April 20th before sending an email about your tracking information. This will give us a chance to obtain and upload a fuller tracking report, allowing us to update you properly.
US and Canada
Both US and Canada are complete. Any late surveys submitted past the lock date will be processed this week and next week. If you still have not received your package, please email us at firstname.lastname@example.org. The turn-around time for replies is still about a week, so please be patient and we'll help you as soon as we can.
Unfortunately, address changes are not possible at this time. However, once you have your tracking number, you might be able to contact your courier company to reroute the package to your current address.
Some of you might have gotten a tracking number from Shipstation on a packet incoming to you containing your Root pins. These were originally supposed to be packed with your orders at Floship's facility, but they had lost our parcel of pins we sent them for fulfillment. To prevent any further delay of your order, we shipped them from the US instead, and these packages contain only your pins if you ordered them.
If you are a retailer, please contact email@example.com for any inquiries.
Support, Damage, Missing Items, etc.
Our email queue is still currently a bit overwhelmed, but we've caught up on a lot of inquiries. Currently we are responding to new emails within roughly a week, but we hope to be fully caught up by the end of next week. For any questions about your order, please email us at firstname.lastname@example.org. Thanks so much for your patience during this time. We're doing our best to help you as quickly and informatively as we can.
Shipping Update #6
4 months ago
– Sun, Mar 22, 2020 at 02:59:27 AM
Here is our shipping update with the most up-to-date information that we have on the current status of shipping for all of our regions:
COVID-19 and Delays
FloShip is our fulfillment company used for all orders outside of the US and Canada and they have provided us an official statement on the impact of COVID-19 on their operations and logistics that have led to the fulfillment delays on our project.
We once again apologize to all of our backers for the delays and thank you for your patience. We're doing what we can to deliver your orders to you as soon as possible.
Customs and Duties
Just a friendly reminder that as per our Kickstarter fulfillment promise on the campaign page, shipping to Australia, US, Canada and EU countries are customs and duty-free. This does not cover countries outside of these regions and are subject to these fees.
If you receive a bill and you are located in one of these regions or you believe you have been billed for something that is not customs or duties related, please save the invoice or receipt and email us at email@example.com so we can look into it for you. Investigating these will take some time and follow up with our shipping partner so it may take some time before we can reach a conclusion for you.
It is sometimes difficult to get confirmation on some of the information we provide during these updates and takes a lot of back and forth communication and additional clarification with our shipping representatives. In order to provide information as accurate and detailed as possible, obtaining this information does take quite some time and sometimes a weekly update on the current status is not possible because sometimes what we have is not enough and will only raise more questions or confusion.
We aim to at least provide a new comprehensive shipping update to you all every 2-3 weeks. Our updates send notifications to all of our backers and so we aim to keep our updates relevant for all regions with the most up-to-date information we are given.
Shipping by Region
UK and EU
Two containers have been loaded this past week for transit to the UK hub. Roughly 300-400 orders bound for the UK will require to be loaded onto a third container and should be picked up this upcoming week. We currently do not have the tracking on the boat and are attempting to get this information from our shipping partner. Once we have this tracking, we will provide it in a new update so you know its progress. We unfortunately do not have tracking numbers available for individual orders. Our understanding is that new tracking numbers will be provided once packages have arrived at the UK facility and processed with their related local courier.
Address changes have unfortunately been out of our hands since even before January due to our orders being locked and in the processing stage for much longer than anticipated. Our current recommendation is to wait until your local tracking number is known. We'll do our best to have this information provided for as soon as we receive the tracking report and upload them to your Backerkit orders as promptly as possible so you can arrange rerouting the address where possible. There's honestly some uncertainty whether some carriers will allow rerouting and we understand that delivery is past our estimates and some of you have changed or will be changing addresses. We hope that you might find comfort in knowing that we are already in the process of setting up a system where we can quickly turn-around and re-ship any necessary orders should it ever come to that.
Asia, Rest of Europe, New Zealand, and Rest of World
The majority of these orders have been air-shipped and we have just received a tracking report for these air and ground shipments today. We will be spending the next few days uploading them to your Backerkit orders and it's possible that your shipment may have already been delivered. Please disregard any tracking email if that is the case for you since we will be uploading known tracking numbers in its entirety and to mark your pledge as fulfilled.
If you do not receive your tracking number by Thursday March 26th, please email us at firstname.lastname@example.org so we can look into it for you. We are still currently backlogged on our email responses so please be patient as we work through all of our inquiries at this time.
Orders to Australia have been loaded onto the container and are set to arrive at the Australian port on April 4th. Please expect some time after the arrival date for possible customs processing. If there is not much delay in that process, we should expect deliveries to be as early as mid-april and all throughout the month of April.
We unfortunately do not have individual tracking numbers on Australian orders and will likely have a new tracking report once your packages have been processed at the Australian hub. We're honestly still trying to ascertain with our shipping partner on when we'll receive this report and through what courier will be taking care of delivery. Once this is known, we will include it in a new update.
Canada is roughly 95% complete as of today. If you did not receive your tracking number yet, you will receive it via Canada Post over the next few days. Fulfillment will continue throughout the weekend with two large courier pick ups scheduled for Monday and Tuesday this upcoming week. It's possible that a small handful of orders may still be straggling after Tuesday but the goal is to have 100% of all orders picked up next week and you should all have your games delivered by the end of next week.
US fulfillment has been complete as of late February. If you are still missing your order, please contact us at email@example.com. We're unfortunately quite behind on messages but are in the process of catching up and will get back to you as soon as we can.
If you are a retail backer reading this and have any questions, please refer them to firstname.lastname@example.org
Damage, Replacements, Missing Items, and Other Questions
If you have any missing parts, questions or require other assistance, please email us at email@example.com. We are still struggling to keep up with the volume of emails and are as far as a few weeks behind on some inquiries. We're trying our best to respond back to everyone and are responding from oldest to newest so just a friendly reminder to refrain from using the Kickstarter messaging system and refrain from emailing us more than once or through multiple avenues such as our social media. We've employed additional help for the next few weeks to help us aggressively catch up on emails. It will honestly take us some time to get our inbox to a manageable size again and we apologize for the delay in our responses.
Live Streaming in these crazy times
We have noticed a lot of our community is also working from home and that got us thinking of ways where we could hang out with everyone! So until the 27th, we will be live streaming M - F at 2 PM CST on Facebook Live and Twitch. The Leder Team has been having a blast so far, and we can't wait to see everyone this next week!
Once again, we thank everyone for their patience, and we're extremely excited for you all to receive your games!
Shipping Update #5
4 months ago
– Fri, Mar 06, 2020 at 02:33:19 AM
This update is fairly detailed and lengthy since it includes all the information that we currently have from all of our shipping partners. If you only want to read the information for your region, you can skip to that section of the update. We apologize for how long it has taken for this new shipping update, but we have been waiting for more complete information from one of our shipping partners.
It is our absolute promise to all of our backers in this project that we will not sell any of our Underworld products to distribution until we have confirmed the delivery of our backer and retail backer pledges. Our retail release will be held for as long as needed to ensure our backers are prioritized.
If you have any questions, please email firstname.lastname@example.org. Please note that we are overwhelmed with emails currently and responses are taking more than 5 business days at this moment, but we'll do our best to respond as quickly as we can.
A Note About Shipping and an Apology to Our Backers in Europe
This shipping update includes the current information provided by our partners. Any dates given here are estimates, subject to delays or factors outside of our control.
It has honestly been a struggle to obtain accurate shipping updates and timelines with the information provided by our non-US/Canada shipping partner. We remain extremely sympathetic to the coronavirus situation, its effect on people's lives, and the caution necessary to protect the health of employees, and we are mindful of any continuing delays that could be caused by the outbreak.
We deeply apologize to all of our backers in Europe. Our initial plan with this shipping partner was to begin shipping as early as November 2019, with the aim to fulfill orders for all regions at the same time. It is now March and we share your frustration at this situation.
UK and Europe
As of this morning, our shipper has indicated that UK and Europe are only 80 to 90% complete in boxing and labeling orders—a process called “pick and pack.” Currently, there is one ocean container scheduled to pick up some of these orders this week, and another container will be scheduled to pick up the rest of the orders next week. Once both containers have left the shipping facility, we will receive a bill of lading that will allow us to follow the progress of the boat, which we will provide to our backers. With no further delays, the boat will arrive at the UK hub at the end of March or early April, with delivery beginning one to three weeks after that. We are aware of how late this places your fulfillment, relative to our other regions, and we deeply apologize for this situation once again.
For countries outside of the EU, such as Iceland and Switzerland, packages are being shipped via air. Our shipping partner had not indicated this plan, and we only discovered this once we received reports in our comments. We believed that all orders going to Europe were going to travel by ocean freight, so we apologize at the confusion on which orders are going on a boat or by air. If you are in a non-EU country and have not received any tracking information or your parcel yet, please note that this is normal and that, according to our order dashboard, a number of air shipments have not finished packing yet.
In our last update, we mentioned having tracking information. After much clarification from our shipper, any tracking numbers attached to the orders are not trackable by the couriers. Instead, local tracking will be available once packages arrive at the UK hub with local courier tracking numbers. Our shipping partner says that we will have new tracking numbers that we can provide for your orders as soon as they reach the UK.
Australia and New Zealand
Most of the orders to Australia have left the shipping facility and should soon be loaded onto the boat, if not already. We are still waiting for tracking information on the boat. According to our shipper's order dashboard, orders to Australia have been marked as "fulfilled," which usually means that it has left their facility. We will provide the tracking for the boat once we have it, so you can know when to expect your packages. Currently, we do not have tracking for individual packages, since once the packages reach the hub in Australia, a new local tracking label will be attached.
New Zealand ended up being shipped via air, despite our shipping partner indicating it would be loaded onto the boat container with orders to Australia. A small number of orders seem like they have not shipped by air yet. Please wait until fulfillment is considered complete before requesting a follow-up if you have not received your package in NZ yet.
Asia and Rest of World
For most of Asia and countries outside of Asia and Europe, the only shipping method available was by air. Some packages have already been shipped, and some have already been received. Our dashboard shows a number of orders to Asia and other regions are waiting to leave the shipping facility and will be sent via air.
If your package has been shipped, you will have received an email from Floship with your tracking information. But please be aware that not all of our air shipments have been sent out yet and are still being packed currently.
Most of the inventory for Canada arrived on February 19th. As of March 2nd, Canada was about 25% complete with shipping.
Despite that, fulfillment is ongoing. We aim to have most of the orders packed and tracking numbers sent by March 14th with the inventory that is on hand. The plushies and the additional upgrade packs are awaiting shipment from the US warehouse, and if there's no delay with transit or customs, we hope to have this received by March 16th or so.
All tracking information will be sent by email from Canada Post and will not be uploaded to Backerkit so that you don’t receive tracking notices twice. Your tracking email will give the time of your label creation, which does not reflect when your order will be picked up by the courier, so there may be a few days between when you receive your email and when it starts to show tracking progress.
Because the plushies and extra upgrade kits have not yet reached Canada, about 400 of these affected orders will need to wait until this inventory arrives, so some of you may not receive your tracking information until the week of the 16th. The goal for Canada is to have all packages delivered by the end of this month.
As discussed in our last update, US fulfillment is basically complete, and orders containing plushies have been sent as of last week. For a small number of orders, our US shipper could not verify the shipping addresses, but these have now been approved and should be shipping soon, if not already.
If you are a retail backer and have any questions regarding shipment or your pledge, please email email@example.com.
Replacements, Damage, Missing Items, or Other Questions?
If your order has any missing, damaged, or incorrect items, or if you have any other questions, please email us at firstname.lastname@example.org. Please do not use the Kickstarter messaging system for any assistance.
If you require any replacements, please provide a photo, if possible, and your full shipping details so we can process it as quickly as possible.
Please note that we are struggling to catch up with an enormous number of emails. We have an auto-reply set up, so please do not send another email if you have not heard from us since it changes your position in our email response queue. All responses are currently taking more than 3-5 business days, so please be patient and we'll get to you as quickly as we can. There are 20,000 backers for this project alone, so please be aware of this number when emailing in and know that we're doing our best to assist all of you as quickly and with the highest quality of responses as we can.
Shipping Update #4
5 months ago
– Sat, Feb 15, 2020 at 02:45:54 AM
It's been some time since our last update and we wanted to provide you with our current standing on shipping for the project by region. For any questions, please email email@example.com and please refrain from using the Kickstarter messaging system so we can better help you.
The Impact of the Coronavirus Outbreak
Leder Games expresses our sympathy for the many lives impacted by the Coronavirus situation. We will continue to monitor effects to our production and deliveries and keep you updated on any potential shipping delays.
So far, impacts have been minimal and have caused operational slowdowns at our international fulfiller last week where warehouse staff was encouraged to stay at home. At this time, operations are back up to speed but we are still seeing slow-down with ocean freight reservations and customs processing times. Thank you for your patience.
Due to the operational slow-downs last week, our shipping partner's believes all of the orders to Europe will be done packing by early next week and the hope is to have them on the boat for late next week. Once we have our tracking reports next week, we'll upload them to your orders on Backerkit so that you can follow the progress of your package.
The ocean passage has already been requested and we are waiting for a confirmed booking and date. From the time that the boat leaves, it will roughly be 4-week travel time to the hub in the UK with delivery as early as March. Once at the UK hub, packages will be transferred to local couriers to carry your packages to their destination and usually has been carried out by Whistl to your local post office.
We apologize for how far our delivery timeline for Europe has fallen compared to our original estimate and other regions. Our fulfillment plan for this project utilized a new strategy that in theory was meant to streamline our shipping process. For more information on our shipping strategy on this project, we highly recommend reading through Update 33. With that said, we are set on improving and will be reevaluating our shipping strategy for our future projects.
Orders to Australia will be going out early next week, according to our shipping partner. They have been booked onto their own boat and should be leaving their facility shortly. We should have our tracking reports by next week or the week after, and will upload them to orders as soon as we have it so that you can follow the progress of your order.
Asia and Rest of World
Asia and rest of world has a mix of shipping couriers that either utilize air or ground shipments based on the destination country and will be leaving the Hong Kong facility directly, without the need of booking a boat like Australia or Europe. We should have our tracking reports by next week or the week after, and will upload them to orders as soon as we have it so that you can follow the progress of your order.
All of Canada's inventory to complete fulfillment has already crossed the border and unfortunately is still at customs. We apologize for the extended delay on the arrival of the Canadian inventory since we had expected them sooner. Currently, we're anticipating all inventory to be in-hand by early next week and shipping will commence immediately. We anticipate fulfillment to complete by the second week of March and all orders will receive a tracking email from Canada Post as soon as the label has been made.
US (and an Important Note About Plushies)
The US is now complete for backers. If your order contained either the Raccoon or Mouse plush, these were not included in your shipments that were just sent. These will be shipped separately due to a delay with the shipment for the plushies and are set to arrive at the US warehouse by next week or so. We should expect them to ship soon after they arrive and deliver by early March.
Missing, Damaged, Incorrect Items or Other Questions?
For any help with your order, please contact firstname.lastname@example.org. We're getting 100+ emails each day so response time is a lot slower than usual but we'll try to get to your inquiry as quickly as we can.
When submitting an inquiry for something damaged, please ensure that you attach a photo of the damage and iterate your shipping address for faster processing. Please do not use the Kickstarter messaging system for any assistance.
PAX East, Booth TT41
We will be attending PAX East in Boston from Feb 27 - March 1. If you will be attending, you can find us in the Tabletop area at Booth TT41 where we will be running demos for Root: Underworld, Vast: The Mysterious Manor, Fort, and Oath!