2020.07.02 - Fulfillment 99.5% Complete. THANK YOU ALL!
almost 4 years ago
– Fri, Jul 03, 2020 at 10:48:04 PM
TL;DR: Other than a small handful of special cases that we are already following up on, all pledges have now been shipped by all of our fulfilllment partners. The first waves of followup orders are now being shipped as well. THANK YOU!
Still Missing Tracking?
A small percentage of customers in the EU have reported that they did not receive tracking, but did receive their pledge anyways. Roxley is working with Gamesquest to investigate several examples of this to determine the cause of the problem. But all orders in the Shipquest system are now marked as "Despatched", at which point the tracking number is sent, with the actual delivery arriving an estimated 5-10 business days thereafter, so if you do not have tracking yet, keep your eyes open for packages.
Some backers in Asia (notably Taiwan, Hong Kong, and Japan) may still not have tracking yet, there are a couple of contributing factors, but the main one was last-minute COVID-19 related shipping disruptions requiring that shipments be sent to local hubs rather than directly to customers. These hubs are responsible for tracking numbers, so hopefully should have them for you soon.
In either case, you can reach out to the delivery service in question here for confirmation:
Shipquest (EU) - Customer Service Portal
VFI (Asia) - Customer Service Portal
To reach us at Roxley, as always, the best way is to email [email protected]. (Please rememeber that all three companies are still dealing with a very high inflow of messaging, and that service tickets may take a few days to process. Thank you for bearing with us.)
Thank You To All Of Our Fulfillment Services - Continued!
Now that the team at Gamesquest are finished the first wave of fulfillment, they were able to get a moment to send us the team picture and message that they weren't able to get us for the prior update. Here it is now!
From Gamesquest:
"It has been a pleasure to work with Roxley on such a great product as Iron Clays and Spades.
We would like all of the backers to know that we appreciate their patience and understanding during the difficult pressures imposed by COVID-19.
Our team, although significantly reduced due to government restrictions, took great pleasure in ensuring every backer received their shipment safely.
We hope everyone - backers and publisher alike - are safe and well, and we cannot wait to work with Roxley again in the future."
Need Additional Clays?
We have reopened the Preorder Store for this purpose and orders are now being placed weekly, and will fulfill quickly from all zones!
Keep rollin' sixes,
Gavan Brown & Team Roxley
Follow Roxley on BGG, Facebook, Instagram, Youtube, and Twitter; sign up for our newsletter at the bottom of our page, and follow us right here on Kickstarter!
STATUS REPORT - 2020.06.18 - All Shipments Created! Final Tracking to EU and Asia Customers Still Being Sent
almost 4 years ago
– Fri, Jun 19, 2020 at 01:26:13 AM
TL;DR: All orders in delayed zones including the EU and Asia are now created, although many might still not have a tracking email yet, it should be coming soon. Thank you to our fulfillment partners!
We're Fulfilled!
With the final batch of pledges packed by GamesQuest and hub shipments sent from VFI, all regular backers' pledges have now been sent in all zones. (A handful of exceptions exist for a couple of different reasons; Roxley is following up on those already.)
NOTE: Despite this, you may still not have received your tracking number. Every campaign has some instances of this, due to technical issues, email typos, spam/bulk folders, but we are getting more reports than is usual about it this time; we are following up with each of our fulfillment services to make sure this is solved going forward.
Shipments from Gamesquest, according to their latest update, are now completely processed. 236 pledges of these pledges are currently in their system as "Presented To Carrier"; Gamesquest is estimating 5-10 business days for delivery for these, but we do not have active tracking numbers for them yet.
Some backers in Belgium have been reporting customs delays of a few days, however, these pledges do still seem to be getting through.
A few pledges sent to Turkey were turned away by Turkish customs. Gamesquest is following up on this already.
Hub shipments from VFI, according to their latest update, should be arriving in the Philippines, Singapore, and Thailand this week; all other hubs should have received their stock by now. As Roxley is not in direct contact with these hubs, we do not have confirmation of shipping dates or tracking numbers for many hub customers.
If there is an issue with your delivery (the shipment is returned, the address is incorrect, the wrong products have been sent, etc.), please message [email protected] with the details, and we will assist. Please note that it will likely take a few business days for a response, as we have a very high incoming message rate right now.
(Again, if there is damage to your shipping box, please try to document this BEFORE opening it; dedicated shippers were constructed specially for this campaign, so if there are issues with the product we can best assist if there is documentation of the box and the packaging materials as well as the contents. As stated in the original KS FAQ, we want you to be happy with what you have ordered, and will work with you to find a solution if you are unhappy with what you have received.)
Thank You To All Of Our Fulfillment Services
Team Roxley would like to offer our heartfelt thanks to the companies that helped bring you these pledges. The Iron Clays & Spades campaign is the most complex campaign we have ever challenged them to fulfill; and to pull it off during the recent industry disruptions is nothing short of extraordinary. We are very appreciative of the work they have done and continue to do in support and followup of fulfillment and future orders.
As part of our appreciation, we invited each of these services to send us a picture of their team and to say a few words to the backers. Due to ongoing demands on their teams, Gameology and Gamesquest haven't had time to send a picture yet, but we didn't want to wait any longer to offer them all our thanks.!
From Hubtrotter:
"On behalf of the entire HubTrotter team, we want to thank you, Roxley's backers, for believing in the Iron Clays product. We are grateful to the Roxley team for the opportunity to have been a part of the experience of bringing these beautiful game chips to your gaming tables!"
From FunAgain:
"It was truly a pleasure to handle fulfillment for such a beautiful, high quality product, and our team was excited to help get the Iron Clays and those gorgeous boxes into the hands of eager backers. I'm sure everyone's gaming experiences have been kicked up quite a few notches with the Iron Clays in hand now."
From VFI:
"The team here at VFI Asia is glad to be working with Roxley again on another great product. These clays should be on your gaming tables in no time!"
Need Additional Clays?
A few of you have messaged us to ask if it's possible to order more Iron Clays and/or Iron Spades, and the answer is YES; we have reopened the Preorder Store for this purpose. (Orders placed here will be processed weekly, and will ship quickly within all zones excepting the EU, where they will be back-ordered until regular fulfillment has been completed.)
Keep rollin' sixes,
Gavan Brown & Team Roxley
Follow Roxley on BGG, Facebook, Instagram, Youtube, and Twitter; sign up for our newsletter at the bottom of our page, and follow us right here on Kickstarter!
STATUS REPORT - 2020.06.04 - GamesQuest Has Shipped 36% of EU Pledges. VFI Hub Dates.
almost 4 years ago
– Sat, Jun 06, 2020 at 09:19:24 AM
TL;DR: Gamesquest has shipped 36% of EU pledges and is working on the remainder. All other zones are 100% shipped; VFI customers in countries served by hub countries have arrival dates posted below.
Updates On Remaining Zones
EU / Gamesquest
Gamesquest now has the Iron Clays listed as "In Progress" according to their most recent blog update (June 1st). Yesterday, 7% of EU backers had had tracking numbers generated and sent to couriers; in the last 24 hours, that has already jumped up to 36%; while we don't have a firm date yet that we know these will be finished by, it is very good to see these numbers rapidly rising in the shipping portal. We're already getting reports from backers who have received their pledges, and we are so happy to see these arriving safely in your hands.
Asia / VFI
VFI has shipped all backer pledges now, however according to their most recent update not all of their shipping hubs will have received their local orders yet. We've copied the scheduled arrival dates for you below:
All Other Zones
Fulfillment is now complete.
If there is an issue with your delivery (the shipment is returned, the address is incorrect, the wrong products have been sent, etc.), please message [email protected] with the details, and we will assist. Please note that it will likely take a few business days for a response, as we have a very high incoming message rate right now.
(Again, if there is damage to your shipping box, please try to document this BEFORE opening it; dedicated shippers were constructed specially for this campaign, so if there are issues with the product we can best assist if there is documentation of the box and the packaging materials as well as the contents. As stated in the original KS FAQ, we want you to be happy with what you have ordered, and will work with you to find a solution if you are unhappy with what you have received.)
Need Additional Clays?
A few of you have messaged us to ask if it's possible to order more Iron Clays and/or Iron Spades, and the answer is YES; we have reopened the Preorder Store for this purpose. (Orders placed here will be processed weekly, and will ship quickly within all zones excepting the EU, where they will be back-ordered until regular fulfillment has been completed.)
Our next update is scheduled for Thursday, June 18th, 2020.
Keep rollin' sixes,
Gavan Brown & Team Roxley
Follow Roxley on BGG, Facebook, Instagram, Youtube, and Twitter; sign up for our newsletter at the bottom of our page, and follow us right here on Kickstarter!
STATUS REPORT - 2020.05.21 - Canada & Australia/NZ Finishing, Asia Shipping Continues, Latest Update from EU
almost 4 years ago
– Fri, May 22, 2020 at 01:38:00 AM
TL;DR: Fulfillment is 99.9% finished in North America, Australia/NZ, and Canada. A handful of backers have reported receiving shipments without tracking; we are following up. Asian fulfillment continues. Gamesquest has given us a date of May 28th for EU shipping to begin.
Regional Fulfillment
Asia: Some pledges (in Taiwan and Japan in particular) have had to be delayed, due to last-minute changes in the shipping methods that are available to VFI. Japanese pledges that were affected have already been sent via alternate means to a Japanese shipping hub; Taiwanese pledges are scheduled to be shipped next week, and VFI is estimating that all of the affected customers should be receiving their pledges by the first or second week of June.
Australia / New Zealand: As of yesterday, Gameology is reporting that they have shipped 100% of the pledges from both Australia and New Zealand, and were just finishing up a few bound for other destinations. We've had a couple of reports of pledges arriving without a tracking number; we are following up with Gameology to resolve this, but in the meantime, if you don't have your tracking number yet, please check your spam/bulk folder, double-check that you're using the same email address you pledged with, and keep an eye out for your package in case it arrives before the tracking number does.
Canada: Hubtrotter is also reporting that as of today's update, the final pledges will have been shipped. Similarly to Australia/NZ, we have had a couple of reports of pledges arriving without a tracking number; we are following up with Hubtrotter to resolve this. Some backers with the MyUPS app have reported being able to locate their shipment information using this app. If you still haven't gotten yours, please check your spam/bulk folder, double-check that you're using the same email address you pledged with, and keep an eye out for your package in case it arrives before the tracking number does.
EU: We wanted to have good news for you in this update, so we asked Gamesquest to provide a specific date they could begin fulfilling pledges on. We've been told that that date is Thursday, May 28th.
While this is good news, we must emphasize that the circumstances still do not allow us to guarantee shipping dates. We've heard reports (from Gamesquest and others) of fulfillment shipments from the UK being refused and sent back, due to oft-changing restrictions and conditions in the wide variety of countries Gamesquest serves, which creates another challenge for a team that already operating with a skeleton crew and their own additional safety protocols. Roxley remains in regular contact with them, and we will continue to update you with the latest developments. (Should you need to change your shipping address because of this disruption, please message us at [email protected] with the updated destination, using the e-mail address you placed your pledge with.)
USA: Funagain has finished this project and is moving on with regular fulfillment.
If there is an issue with your delivery (the shipment is returned, the address is incorrect, the wrong products have been sent, etc.), please message [email protected] with the details, and we will assist. Please note that it will likely take a few business days for a response, as we have a very high incoming message rate right now.
(Again, if there is damage to your shipping box, please try to document this BEFORE opening it; dedicated shippers were constructed specially for this campaign, so if there are issues with the product we can best assist if there is documentation of the box and the packaging materials as well as the contents. As stated in the original KS FAQ, we want you to be happy with what you have ordered, and will work with you to find a solution if you are unhappy with what you have received.)
Need Additional Clays?
A few of you have messaged us to ask if it's possible to order more Iron Clays and/or Iron Spades, and the answer is YES; we have reopened the Preorder Store for this purpose. (Orders placed here will be processed weekly, and will ship quickly within all zones excepting the EU, where they will be back-ordered until regular fulfillment has been completed.)
Our next update is scheduled for Thursday, June 4th, 2020.
Keep rollin' sixes,
Gavan Brown & Team Roxley
Follow Roxley on BGG, Facebook, Instagram, Youtube, and Twitter; sign up for our newsletter at the bottom of our page, and follow us right here on Kickstarter!
STATUS REPORT - 2020.05.07 - USA Fully Shipped, EU Fulfillment Coming Soon. All Other Zones In Progress
almost 4 years ago
– Fri, May 08, 2020 at 01:28:00 AM
TL;DR: EU shipping is still delayed; all other areas are in progress. The first wave of American backers are 100% shipped and 86% delivered according to tracking numbers.
Regional Fulfillment
In most areas, no news means good news; the EU unfortunately continues to be the exception.
Asia: We have no reports of delays in the Asian zone, however many customers will not get tracking numbers immediately, particularly in zones served by local shipping hubs (such as the Philippines, Indonesia, and Thailand).
Australia / New Zealand: Gameology confirmed the arrival of freight shortly after our last update and began organizing and packing immediately. Shipping was scheduled to begin this week and is not expected to take very long.
Canada: Canadian stock is in the Calgary warehouse; Adam visited Hubtrotter earlier this week to inspect it in person! Canadian pledges have been organized and packed and over three hundred are now being sent out; we are hoping the remaining ones will be finished by the end of next week.
EU: The EU is unfortunately still the zone where shipping has been the most impacted by COVID-19 restrictions, both at our fulfillment partners, and in the countries they are trying to ship to. Gamesquest is getting shipping out, and have been in communication with us to process last minute updates and changes. They have not finished clearing the orders that arrived before the Iron Clays did, but they are getting closer; according to their most recent estimated timeline, our first EU backers should have their pledges shipped out in the next 1-2 weeks' time.
USA: We're pleased to report that EVERY American backer in the first wave has now had their package shipped, and that according to FunAgain's internal tracker, 86% of these packages have now been delivered. FunAgain are beginning to help us with followup customer service and the second wave of shipments. If you are a US backer and you did not receive a tracking number, please double check a) in your spam/bulk folder, and b) that your email address with BackerKit is correct (customers sometimes change their email addresses or use different ones to order with; your tracking number might have been sent to the wrong one).
If there is an issue with your delivery (the shipment is returned, the address is incorrect, the wrong products have been sent, etc.), please message [email protected] with the details, and we will assist. Please note that it will likely take a few business days for a response, as we have a very high incoming message rate right now.
(Again, if there is damage to your shipping box, please try to document this BEFORE opening it; dedicated shippers were constructed specially for this campaign, so if there are issues with the product we can best assist if there is documentation of the box and the packaging materials as well as the contents. As stated in the original KS FAQ, we want you to be happy with what you have ordered, and will work with you to find a solution if you are unhappy with what you have received.)
Our next update is scheduled for Thursday, May 21st, 2020.
Keep rollin' sixes,
Gavan Brown & Team Roxley
P.S.: More big things are coming from Roxley! So if you haven’t already, be sure to follow us on BGG, Facebook, Instagram, and Twitter; sign up for our newsletter at the bottom of our page, and follow us right here on Kickstarter!
