Shipping subtotals and issues handling
about 3 years ago
– Wed, Jan 27, 2021 at 03:27:04 AM
Hello our dear backers!
We know that many of you were waiting for a new update on the shipments. First of all let me apologize to those of you whose comments remained unanswered. This is unacceptable, but we have so many requests and questions and are almost totally engaged in handing last Dice towers shipments. Message us at [email protected]. Even if you don't receive a quick response, your request is accepted there.
We promise to solve all the questions and get back to prompt communication with you very soon.
Today we are calculating subtotals for order fulfillment.
Let's summarize.
Till now we've shipped 1497 (86%) packages. Wow! Not bad. 251 (14%) yet to be shipped. About a half of them is prepared to be shipped with the tracking number. Not so good but we can come up with them. Remaining packages are
- 75 to Australia and New Zealand (we found the carrier and arranging shipment right now)
- 151 to the USA (ready to be shipped, latest shipment on the way to the US and some part with issues)
- 12 to Canada (shipped soon or with issues)
- 8 to European countries (shipped soon)
- 5 rest of the world (shipped soon)
We are doing quite well during this campaign. We'd love to make it better. But still some packages didn't come to some backers. There exist different reasons. Some packages were lost, some were damaged and unfulfillable, some packages just disappeared somewhere and we know nothing about their fate.
Some of remaining damaged and with missing items will be shipped to you soon. We remember you.
We very much apologize to those backers whom we let down by this delay.
Thewhole Smonex team is upset about the situation as we want you to receive and enjoy your gaming stuff. For sure we wanted everything to be perfect. And we put much effort in it. Nevertheless we would like to handle every order in the best way for you as it's overall our responsibility. It has become a good lesson we've learnt for the future projects.
Solutions for you
We offer several solutions depending on your situation and pledge. We'll produce and ship your reward later or separate shipment or replacement of some items or compensation. Please ask the survey so that we could list and sort the troubles and not to miss anybody.
By default, if we don't hear from you we are producing your reward again and ship it later.
We are happy that so many people supported our first project ever. And so many of you, about 1500 people or even more with friends and relatives, already enjoy your Dice Towers and other stuff.
Thank you all very very much!
We continue fulfilling your orders. At the same time a part of our team is preparing some new exciting project.
Smonex team is full of board game fans. We love and play different game.
In our second Kickstarter campaign we focus on Gloomhaven board game.
More than 1600 people already enjoy Gloomhaven wooden accessories by Smonex. We've created something innovative.
If you or your friend like to play Gloomhaven board game, pay attention to this upcoming project.
Mini update - all in force!
over 3 years ago
– Fri, Jan 15, 2021 at 02:16:58 AM
Hi, Our dear backers!
We know that many of you have already received the orders and it’s a real relief for us. But some backers face the situation that is not so cheerful. We are awfully sorry for such a course of events.
Australia and New Zealand
A batch of packages to Australia and New Zealand came back to us and still can't be shipped due to shipping restrictions.
All of them are ready and waiting for any loophole to be sent to you.
United States and Canada
Every day we receive emails from you regarding the items you are waiting for. But each time we have to answer with sorrow in our hearts that the packages were recognized unfulfilled because of the damages while shipping to the USA and Canada.
It makes sad not only you but also us. Because it’s our responsibility to deliver our goods to you.
To make this situation less painful we would like to give a small update.
It’s our first project, the last thing we want is to cheat. We want to assure each of you that our team will work out until all our backers take pleasure of using our items while playing the game.
That’s why we bare that we will do our best to solve all the existing problems. Now we are waiting for all the items to arrive at our warehouse to assess the scale of the tragedy. The carrier hopes to deal with it by the end of next week, so we promise to offer some solution to all backers whose goods were damaged next week once we get the packages.
Please, be patient a little longer, we are very sorry for what has happened!
With love and gratitude,
Smonex team
Shipping update and Happy Holidays!
over 3 years ago
– Wed, Dec 23, 2020 at 02:06:29 PM
Holidays are coming!
We are happy that many many of you have already received and enjoy your packages with Dice Towers, notebooks, coasters and other stuff. Thanks for all your photos and reviews that inspire us.
Have a look at one of individually designed dice towers. Beautiful, isn't it?
The Legend of Zelda rocks.
Individual design for The Legend of Zelda
And some of you are still waiting, checking mailboxes, looking through emails. We are also impatiently waiting for you to receive all your orders.
How we're doing during this hectic time?
We didn't expect covid with shipping restriction to affect us so much. On holidays, meeting deadlines has become even more difficult.
Note for ourselves: don't set the shipping deadline on Decemberagain. Kinda stupid idea :)
We extremely apologize for the delay and highly appreciate your understanding and support.
Europe and the rest of the world
We have quite a few packages to fulfill around Europe and the rest of the world. Very soon they will be on their way to you and you'll receive a notification. Packages to countries like Iceland, Saudi Arabia, Puerto Rico and some others can't be fulfilled at the moment even with the help of express delivery service. As soon as we find another way or the restrictions are lifted we immediately ship orders to you.
Australia and New Zealand
A batch of packages to Australia and New Zealand came back to us and still can't be shipped due to shipping restrictions.
All of them are ready and waiting for any loophole to be sent to you.
United States and Canada
The carrier informed us that some part of packages can't be fulfilled. Some of them were damaged, mixed up or even lost. At the moment we're waiting them to come back to our US warehouse, so that we could check, sort them and handle all the issues. Hard to say how much time it will take as all the carrier procedures have become longer.
If we have or need some particular information on your package we'll reach out to you directly by email or Kickstarter messages. Otherwise you'll receive a tracking notification confirming your order is shipped.
We try our best to ship all your orders despite compelling circumstances. No worries, you will receive it. We hope it'll happen sooner than later.
Final batch
The latest orders are being safely prepared to be shipped in January. This small batch includes lately confirmed orders to different the parts of the world.
Damaged, broken, wrong item or something else
We have several packages delivered with issues. If you have any, let us know on email [email protected]. We are sorry about the inconveniences. We add all such orders to the list to replace the wrong items later. It will most likely be in January.
We believe we'll be able to handle anything, because you are the best backers we couldn't even dream of.
Thanks for all you support and kind words you give us during all the project!
We know you might be having a difficult time this year, more than ever. Wishing you strength and peace in these challenging times. We hope the holidays bring a chance to rest and recharge.
Sending you hugs this Christmas season. Take some time to care for yourself and your dearest people.
Happy Holidays!
Darina, Gary and the whole Smonex team
Greetings from Gary!
Continue shipping. Black Friday Sale the Whole Weekend!
over 3 years ago
– Sat, Nov 28, 2020 at 12:16:41 AM
Hello dear friends!
About 70% of orders have already been shipped. Hurray! Now we know that we're doing a good job.
Let's see how it goes.
Most US orders have already been shipped.
We have just started to ship Canadian orders.
More than a half of European orders have already been shipped.
The rest of the world is halfway.
Australian and New Zealand orders are all ready and will be shipped a little later. As soon as our postal service accept packages to these countries again. Now it doesn't due to covid. We apologize but can do nothing about that. We monitor the situation every day and you'll receive a notification when your packages are shipped. We wish them to come to you as soon as possible.
Some of later pledges and late payments will be shipped in a couple of weeks.
Thank you so much!
We are extremely grateful to you for all the amazing reviews we are receiving. Your feedback is a real reward for us that makes us so happy. Continue showing us and each other your packages.
Photo by the backer Zackary Baker.
We have received a few photos of the broken pieces. it's normal. No worries, we will handle it.
Black Friday lasts the whole weekend
On our website smonex.com we offer some discounts 15-30% this weekend.
Especially if you or your friends play:
Gloomhaven
Terraforming Mars
Scythe
Xia
Pay your attention:
For US - all items free shipping.
For Canada - unfortunately no shipping.
Europe - additional price for shipping at check out. We ship only big organizers. Other small items can be added to the order.
The rest of the world - no shipping at the moment.
Christmas time is coming. Offer for USA only
We would like to remind you that it's very time to think about Christmas gifts for your dearest people. It's quite hard time for the delivery services. Order earlier to receive you gift on time.
We invite you to visit our etsy shop Woxteed where you can find beautiful recipe books and notebooks. There are some discounts till the end of this weekend as well.
You can make it a family recipe journal or a Secret Santa gift or whatever you want it to become.
