Shipping Update #4
almost 5 years ago – Sat, Feb 15, 2020 at 02:45:54 AM

Hi everyone,

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 protected] 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.

Europe

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.

Australia

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. 

Canada

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 [email protected]. 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! 

Thanks!

Leder Games

Shipping FAQs and Small Shipping Update by Region
almost 5 years ago – Tue, Jan 28, 2020 at 12:47:01 AM

Hey everyone! 

We've been getting quite a few questions so we want to address concerns collectively here and provide a small shipping update so you know more about the current status of shipping.

FAQs

1. I'm in the US and my tracking hasn't moved in ___ days. Is something wrong?

This is completely normal. Our shipper batch printed shipping labels first, but their system was tied to an automatic email that indicates your package was "shipped". In reality, it only meant that the label was generated.
The time between label generation and the tracking updates is spent on the pick and pack process and being loaded onto the pallet for the courier. We understand some of you may be frustrated or confused by the notification, however, picking and packing is a very large and complicated process due to how many combinations of orders there are (as well as being a substantially large volume). We appreciate your patience as our shipper is doing all they can to process our orders as quickly as possible.

2. I'm in the US and I haven't gotten a tracking number yet.

Because of the confusion highlighted in question #1, shipping labels have paused generation until pick and pack has caught up.

3. Where is the automated factions expansion?

As previously detailed in a past update, we gave the automated factions an official name, The Clockwork expansion.

4. Where are my Kickstarter extra items?

These are packed with your copy of Root Underworld. They will be found inside of the box.

5. I'm a $1 backer. Can I still complete my pledge and get my rewards?

Unfortunately, we've printed and allocated stock based on orders that we locked and confirmed months ago and because of this, we cannot process any surveys only coming in now. 

6. Can I still change my address?

Unfortunately, all final address sheets have already been forwarded for processing and address changes are not possible at this time. We highly recommend setting up a forwarding address or getting in contact with your courier once your tracking number and courier is known.

7. Is there any effect of Brexit on the arrival of my package?

Current tax policies remain in effect until Dec 31, 2020 so this will not affect deliveries in any way. For peace of mind, our international shipper has several contingency plans and other hubs the can be used should the need arise. 

Shipping by Region

US

As of last week the US warehouse stated they are 40% of the way through fulfillment. Pick and pack is the longest and most complicated part of the process because of all the different combinations of orders so please be patient as these get processed as quickly as possible. We currently expect fulfillment to continue through early February due to the current pace of things.
For reference, couriers being used are UPS, Fedex, and USPS and are being chosen based on distance and weight.

Canada

So far, orders that contain solely Root Underworld have been shipped in Canada and these backers should have gotten their tracking more than a week ago. This was done so orders could get a small start as inventory is only partially in Canada. 

Currently, only Root Underworld copies are in Canada and we are still waiting on the rest of the inventory for this project to arrive. Because of this, we are still expecting fulfillment to complete mid to late February or so. Tracking will be emailed once the label is made and Canada Post will be used for delivery.

 UK, EU, Asia, Australia, and Rest of World 

Your orders are all in our shipper's online dashboard for us to check the status of and are in the pick and pack process currently. Unfortunately, they did not complete pick and pack before the Lunar New Year as previously expected but we've been told that once they return from their short break later this week, fulfillment will resume right away. After pick and pack is complete, the boats will be booked and another shipping update will be provided so you all have a better idea on delivery.

To reiterate our last update, UK and EU orders are being sent by ocean freight to a hub in the UK for further transit via ground. For Asia and rest of world, depending on the country, either air or ocean freight will be used and will not need to pass through the UK hub in order to deliver to you. And Australia will be via its own booked boat for ocean freight directly to Australia.

 Missing, Damaged, or Wrong Items?

If there is any issue with your package, please email us at [email protected]. Please do not use the Kickstarter messaging system for any support questions. Keeping track of Kickstarter messages is difficult and we can better help you via email.

At the moment, we are getting tons of support requests so please be patient as we get through everyone. "Bumping" emails will also cause your email to drop in the support queue since we are tackling emails from oldest to newest. We've brought on Brooke to help us with support and she's been an amazing and tremendous help but even with two people, it may take a few days or so until you hear a reply. 

We appreciate everyone's patience and we can't wait to get Root Underworld in your hands :)

Thanks!

Leder Games

Oath: Chronicles of Empire and Exile Launches
almost 5 years ago – Fri, Jan 17, 2020 at 12:40:31 AM

Hey Friends!

I wanted to post a quick update to let you know that this past Tuesday we launched Cole Wherle's latest game, Oath: Chronicles of Empire and Exile. Shortly after the team finished on design and development for Root: Underworld, we began work on Oath. Over the past four months, Cole has been writing designer diaries on BBG going over the design and the process of Oath up to now.

I wouldn't say that Oath is a game for everyone, but if your gaming tastes align with Cole's unique design style, or if you liked the interesting storytelling and tension that you felt from Root, I encourage you to learn more and check out the project!

I also wanted to mention in this update that as of right now, everything is moving forward with shipping like Caryl laid out in our previous update, Shipping Update #3. Also a quick note that when you receive your tracking emails, there will usually be a several day delay from the time you get your email and when your package shows a pick up scan. 

Please send all inquiries to our support email, [email protected], and to refrain from using the Kickstarter messaging system so we can better help you.

Thanks!

Leder Games

Shipping Update #3
almost 5 years ago – Sun, Jan 12, 2020 at 02:12:33 AM

Hey everyone!

Just wanted to give a short and sweet update on where we currently are with fulfillment. 

Please note that any dates provided are merely estimates.

Some Confusion

We've been seeing some confusion in the comments and our messages wondering whether you should have gotten your tracking email yet. The short answer is that the majority of our orders have not shipped yet or had their labels generated. Any package or tracking already sent is for backers that had the entirety of their order ready to ship with what inventory was readily available at the time. This was previously detailed in our recent updates that some orders were shipped first to relieve limited space at our warehouse. This does not mean we split any shipments. It is completely normal if you have not received your tracking information yet. 

For a breakdown on when to expect your orders delivered, please see the breakdown by region below.

US

Currently, Root: Underworld Kickstarter editions, Root Core, Riverfolk, The Clockwork expansion, and both playmats are at our US warehouse. Orders are being processed and shipped based on what's currently available to ship at this time so that orders can start fulfilling right away as we are still waiting on the last bit of our containers to still arrive. We are expecting the rest of the inventory from the factory (i.e. upgrade kits, plushies, etc.) to be at the US warehouse next week.

We currently expect fulfillment to be fully wrapped up early to mid February.

Canada

Root Underworld Kickstarter editions and some of the playmats have just arrived in Canada today. Orders will begin shipping over the next week with what's available. Inventory still pending is waiting for the rest of the stock from the US to arrive before being forwarded to complete fulfillment. We currently expect all inventory to be in Canada at the end of January and complete fulfillment around mid to late February depending on when the rest of the inventory arrives.

UK, EU, Asia, Australia, and Rest of World

We've just confirmed with the shipping partner today that the aim is to have all packages packed before Lunar New Year. Please note our shipping partner will only be closed for a couple of days in observance of the Lunar New Year and will resume operations shortly after if they're unable to meet the expectation to finish packing before then.

After packing, it will roughly take a week to book the boat for travel to the UK hub for relevant orders. Then, it will roughly be a 4 week journey from Hong Kong to the UK. Based on our current timeline, we expect delivery to be as early as late February and be ongoing throughout March depending on your location and whether we run into any delays. Orders that are not passing through the UK hub will also travel via ground and deliver roughly late February or so as well.

We will update promptly should any of these timelines drastically change.

Damaged or Missing Items?

If you find that your order arrived damaged or is missing any items or pieces, please email us at [email protected]. We'll do our best to fulfill all replacement requests as soon as we can but please remember that most requests cannot be processed until we've completed fulfillment for Root as we use the same shipping partners to send our replacements. We are also experiencing a high volume of messages at this time so please be patient as it may take a few days to respond.

Please send all inquiries to our support email and to refrain from using the Kickstarter messaging system so we can better help you.

Thanks!

Leder Games

(Also, if anyone wanted to take a peek at the Oath Kickstarter page, you can already view it here!) 

Shipping Update #2
almost 5 years ago – Tue, Dec 24, 2019 at 02:21:04 AM

Hey everyone!

Here is the current status of our fulfillment for Root Underworld. We've outlined the status and start/end estimates for each region detailed below. We also highly recommend reading through the following reminders about your orders as well:

Some reminders:

• any dates detailed in our updates are estimates and are subject to unforeseen circumstances that may push any of our estimates behind. Should anything delay our timelines, we will provide Kickstarter updates appropriately.
•  Despite hearing that some people have gotten their tracking numbers, and even their packages, it is completely normal if you have not received either yet. Our last update detailed that we had to ship some US orders that contained inventory that was already available to ship already in order to save warehousing space and time. Please read here for our last update if you would like to better understand our shipping process.
• When you receive your tracking numbers, please note that this generally represents the time that your shipping label is made and does not necessarily reflect when your package will leave its relevant warehouse. Based on the past, we have come to expect a discrepancy of up to 1-2 weeks from your shipping notification. Please be patient in this process as all of our shipping partners have a large amount of orders to handle and have their own processes for packing and scheduling courier pick ups.
• If you ordered the "KS Edition" of Root Underworld (your Backerkit order will list the relevant title, "KS Edition" or "Retail Edition") you will find your Kickstarter extra items (Vagabond Pack, Resin Clearing Markers, and the Exiles/Partisans Deck) inside of your Underworld box. Only those who ordered them separately will find them separate from the box. KS editions will have an appropriate green sticker indicating the edition on the shrinkwrap.

Shipping by Region:

US

Currently, all containers are now on the water and we're still on track for the rest of our fulfillment to pick up around mid January or so. As per our last update, we have a large quantity of orders to fulfill so we expect fulfillment to take a few weeks to wrap up and expect shipping to complete in February.

When you receive your tracking number, you will first receive an email notice via ShipStation and a separate email via Backerkit. It is completely normal for your tracking to not receive any movement for a few days after you get your tracking email. This is due to label creation and notices being emailed at the same time and does not reflect when your package has left or been packed. Shipping will be via UPS or USPS depending on your address location and package size/weight.

Please be reminded that only orders that contained Root: Underworld (KS edition) and/or the playmats have already fulfilled due to how our containers and inventory were split to relieve storage limitations at the warehouse. For more information on our shipping process, we highly recommend reading our last shipping update here.

Canada

Canadian stock will be forwarded from the US to Toronto where it will be fulfilled. Shipping will be via Canada Post and tracking emails will be sent via Canada Post as well. Please expect a few days' discrepancy between the time you get your tracking number (i.e. when the label is made) and when the package gets picked up by the courier. There's a large amount of orders being handled and pick ups are scheduled when a large enough bulk of packages are ready for pick up.

We expect shipping to begin roughly around mid-January and will take a few weeks to wrap up as well. Depending on how soon Canada receives all of its inventory necessary for fulfillment, we expect that fulfillment will likely complete by early/mid February.

Rest of World

All necessary inventory for rest of world fulfillment is expected to soon be with our shipping partner. We expect all materials and inventory to be ready roughly mid-January. Data and address processing may take a week or two so we expect fulfillment to begin late January with project wrap up some time in February. This is the current estimate. We will update accordingly as we receive updates from our shipping partner to keep estimates as up to date as possible. Please note that once in transit, packages may take several weeks to deliver since transit is by ground. We hope that delivery will be by March. Again, this is only an estimate and is dependent on many factors here but we will do our best to remain transparent and realistic with expectations.

Packages will be coming from Hong Kong and we will pre-pay any duties/taxes for our EU customers as per our "EU Friendly Shipping" promise in the campaign. Shipping will be via Ground Freight through various couriers such as DHL, DPEX, and Smooth Parcel (in conjunction with Whistl once received in the UK). Our shipping partner will be determining what courier to use based on address, and package dimensions/weight so we unfortunately cannot answer what courier will be used until we receive our order summary sheet from them.

Please note that we will upload tracking numbers once we have a complete tracking report. So we cannot provide any tracking information until the packing process has completed. 

Retailers

If you are a retailer reading this update, please defer all questions to [email protected]

Address Changes

At this point, we cannot guarantee the success of any address changes. If you urgently need to make a change to your address, please immediately email [email protected] with your name, email used on your Kickstarter account, and your new address so that we can attempt to update it for you. We unfortunately cannot guarantee changes but we will do our best to accommodate you.

Please do not use the Kickstarter messaging system for address changes.

Missing Parts and/or Other Questions

If you find that any parts of your game are missing or damaged, please email [email protected].

We continue to remind everyone to please refrain from using the Kickstarter messaging system for any support assistance and would prefer if all questions are sent to our support email address.

Thanks everyone and happy holidays!

The Leder Games Team