Monday’s Update for Canada, UK, and RoW!
over 4 years ago
– Tue, Sep 24, 2019 at 03:42:04 AM
Canada
Current Status: Warehouse is finishing up the processing. We have been given a bill which is always a promising sign ;)
Timeline: The shipment should be several days away from the first backers receiving product. (I think this is still true)
Difficulties: Nothing since Friday.
UK
Current Status: Labeled and ready to roll out! I am getting a confirmation on this tomorrow.
Timeline: Probably by end of next week we should be completely shipped. (We think this is still true)
Difficulties: The person who is managing this is on Central timezone which is 6 hours behind UK timezone. This makes the communication less than stellar between the two, and made the delay between request for info and receiving of info pretty slow.
Rest of World
Current Status: Shipping
Timeline: Paperwork!
Difficulties: We ran out of boxes, but thats no real worry. We have more coming and it won't delay us :)
Constructive Criticism
We will be launching a new campaign tomorrow for a game we have been working on for 2 years. We would love constructive criticism, but we ask that you make it constructive and not destructive. We have partnered with a great fulfillment partner (GTG Operations which we covered in the previous update) so that the future campaign will avoid these issues altogether. We are here to make great games, and some times pesky things like less than stellar warehouses get in the way :(
Here is a preview link to the campaign:
https://www.kickstarter.com/projects/deepwatergames/sovereign-skies-0?ref=5mqnl5&token=ffcf4593
If you have less-than-constructive criticism please try and email me: [email protected] or send us a Kickstarter message.
Canada, UK, and RoW. Oh, and also how we are improving next campaign!
over 4 years ago
– Fri, Sep 20, 2019 at 05:46:27 PM
Canada
Current Status: At our partner warehouse being prepped to ship. What does this mean? Well they are labeling and filling out the paperwork to send everything. There are many steps to getting a package out the door, but if we were to give it a general summary it is 98% to you.
Timeline: The shipment should be several days away from the first backers receiving product. We will post another update on Monday.
Difficulties: The warehouse has been great and communicative, but due to the less than stellar shipper and customs broker it took double as long to get there and get processed. The switch of warehouses also meant additional paperwork, but everything seems to be on the upswing! We ask that you DO NOT CONTACT THE WAREHOUSE. Some internet sleuths have figured out the contact info and we would prefer to keep the relationship (they have done a lot to help in a crappy situation), and having random backers expressing their anger in the wrong direction does no one any good. If you want to express your anger my email is [email protected] or you can direct message me on discord (join link below). Or I will be at SHUX so you can come discuss the difficulties of fulfillment in person!
UK
Current Status: Cleared customs and at the warehouse being labeled to ship.
Timeline: We were told 1 week a couple of days ago. I would say that is probably now a couple of days behind, so probably by end of next week we should be completely shipped.
Difficulties: Similar to the Canada issues with shipper and customs delays, but with a bit of an added caveat as the situation is the same as Australia (that the shipper and customs broker is managing the warehouse). The warehouse is a bit of a black hole with status and tracking. We have considered pulling stock and fulfilling ourselves, but it seems that might add additional time. Since all packages are already packed and labeled (with their corresponding package ID) this should be as easy as printing labels and sticking them on the box.
Rest of World
Current Status: Shipping
Timeline: You should get notifications and tracking shortly! We are filling out paperwork all this week.
Difficulties: International requires paperwork, so we have to fill out paperwork on every box to ensure customs doesn’t unnecessarily charge you. That doesn’t mean customs won’t charge you, but that depends on your countries’ VAT. The process of packing was super easy, now we are onto the fun part of making sure it can get to you safely :)
Next Kickstarter
Any future Kickstarter fulfillment projects will be with our partners at GTG Operations. They are experts in this matter and have better partnerships than we do. They were behind all of Stonemaier Games fulfillment (yay Tapestry!) as well as their own games (GTG=Greater Than Games) and Kickstarters. Delays are understandable, and we planned for many of them, but these delays are from negligence. Unfortunately we picked the wrong partners, and we apologize that decision has in turn affected you. It is sad and frustrating and has made us rethink our current partnerships and future partnerships.
Communication
Our team is frequently on Discord, so please join in and ask any questions you may have! Kickstarter comment section is not checked nearly as much as Discord, so join here:
https://discord.gg/pRSyMhv
We will also be posting an update on Monday, even if it is no news, and then will continue to post an update every week until we have confirmation that everything is out or out of the warehouses.
We will also be at SHUX so feel free to stop by. We won't have any Welcome To products but we would love to meet you!
Replacements
If your package is missing anything please fill out the form on our website:
https://www.deepwatergaming.com/replacements
If your package is MISSING please reach out. Missing packages are expected, but our normal procedure (checking tracking numbers to make sure it isn't an easily solvable issue) is becoming difficult with Australian shipments. We have had to message the shipper about every package individually, and then wait.
Thanks!
Deep Water Team
International Update: Aus Insight, CA finalizing, and Rest of World Plan
over 4 years ago
– Tue, Aug 13, 2019 at 02:12:17 AM
Hey Neighbors!
Y'all have been incredibly patient with us while we work through the international shipments. We wanted to update you about where all of them are at!
First off, a lot of people are asking "what's the warehouse or partner you're using to fulfill this" and the honest answer is we don't know. We use a shipping broker that handles massive amounts of ocean/domestic shipments for tons of different industries. They work with 100s of warehouses around the world to deliver shipments. We communicate with our broker, and that broker picks the best warehouse to send it to based on cost and location. We're generally not privy to who they're using. However, that being said our Shipping broker is one of the largest, oldest, and most reliable in the shipping industry. We've also been using them for years, so we trust them to handle this well.
Australia: A lot of you haven't received a package yet, while others have. This is our fault. When we made the packing list, there were a few errors that we missed which delayed the warehouse. However, I just finished correcting those issues and they should be getting right back to shipping your games.
UK: All of the packages arrived in the UK warehouse and they have our packing list to start relabeling them and sending to you. I'd imagine that should start today and you should start seeing them this week. If anything changes about that we'll let you know.
Canada: We just finished packing all of your orders, and will be shipping them out to the fulfillment center later this week! I'd estimate games will start arriving next week. Again our sincerest apologies that this took so long, it was out of our hands, but we found another solution and it's all on track so thank you for bearing with us.
Rest of world: We're going to package and ship these out direct to you now that Canada is finished. We'll be doing these in waves but depending on your location it can take 1 to 2 weeks to arrive so you can expect them to begin showing up next week and certainly the week after that.
Thank you again for bearing with us everyone. Thank you for your support. We're nearly done!!
Sincerely
-Team DWG
International Shipping is nearing the finish line!
almost 5 years ago
– Tue, Aug 06, 2019 at 09:22:22 PM
Hey Neighbors!
Quick update:
UK is enroute to the fulfillment center it should be there tomorrow or Wednesday and will quickly get relabeled and shipped to you!
Australia should be completely done shipping to you!
Canada: I know you're frustrated, we are too. We are still getting no correspondence from our partners in Canada. So we're going to pack all your packages this week and ship them to you ourselves(originally they were supposed to do the picking and packing and we were just sending the product). We're very sorry for the delays, it really was out of our hands but you're tired of waiting and so are we. We have another partner for fulfillment so it will still be friendly CA shipping.
Our goal is to have Canada shipped to the fulfillment center by next monday and shipping to you by middle of next week! As we dig into the warehouse and start packing these we'll keep you updated.
Otherwise that's all for now!
Best,
Team DWG
Australia packages are out the door! UK/CA Next
almost 5 years ago
– Fri, Jul 19, 2019 at 01:59:43 AM
Hey All!
Quick update:
Australian backers your packages are on the way to you!
UK is almost done being packed and should be shipping out next week!
Canada is staged we're just waiting for confirmation from out fulfillment partners in Canada.
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A lot of you are asking about address changes! Let me address that: The last step of the international fulfillment is compiling a segmented spreadsheet of final addresses for all our fulfillment warehouses. What we did for Australia was we went through all of your messages and checked for address changes then updated them manually in the spreadsheet. We'll do the same thing for UK, Canada, and the rest of the world!
Thank you again for all your patience throughout this process.