EasyPost Box Issues
almost 5 years ago – Sat, Jul 27, 2019 at 12:21:44 AM

Hey there Run Fight or Die: Reloaded backers,

This update applies specifically to US backers who either had no add-ons or only had Run Fight or Die: Reloaded add-ons.

We have been seeing enough comments, emails and photos rolling in to know we have a large enough  problem with the orders shipped by fulfillment company EasyPost that we need to address them in this fashion rather than one by one.   For those who don't like reading longer emails, here's the bullet points  version.

• We've used them before and they have always been great, no issues. 
• We're exceedingly frustrated they were shipped this way too.
• Ultimately, it will be fixed but we need your help.

Now the longer version...

This is our third campaign using EasyPost to fulfill orders to backers in the United States. We previously used them for City of Gears and for Deception: Undercover Allies. From the beginning, EasyPost has been advised that these games need to arrive in perfect condition and that packaging them carefully (in boxes) is important.

Up until now, they lived up to those expectations as we've received only a handful of reports of game boxes arriving damaged.

For whatever reason, those requirements were completely ignored on this campaign and EasyPost appears to have packaged some or all orders in a plastic shipping bag with bubble wrap. This is woefully substandard and has, unsurprisingly, resulted in some number of games arriving damaged.

We're still in discussions with EasyPost to get a better explanation as to why this happened and why this changed. 

Right now, we don't know the full scope of the problem, so we are asking anyone who has received a damaged box to please take a photo of the damage and send it in an email to us at [email protected] with the EXACT subject line "Run Fight or Die Box Problem".   We'll be creating a list from this email in order to show Easypost the extent of the damage they caused and ultimately to come up with a solution.

Thanks,

Grey Fox Games

Worldwide Fulfillment Update #3
almost 5 years ago – Thu, Jul 25, 2019 at 11:41:26 PM

Hey Run Fight or Die: Reloaded backers,

Here's an update for you on all things shipping as it pertains to Run Fight or Die: Reloaded.

US Orders

All US orders have now shipped with tracking information provided to backers through BackerKit. If you have not received your tracking information, double check your email and then shoot us a message directly either through Kickstarter or by email ([email protected]). We scan for comments here as well, but there's less of a guarantee that we'll see it in as timely of a fashion.

We've received early reports that some EasyPost orders were damaged upon arrival due to insufficient packaging. If you were affected by this, please email us at [email protected] with the subject line "Run Fight or Parts Problem". Please include photos of the packaging your game came in and the damage it sustained if at all possible.

Canada Orders

The warehouse issue was resolved yesterday and the games are now bound for D6 Distribution in Canada. At last check they are in Michigan, continuing north. Our warehouse staff anticipates they could be there as soon as early next week, but customs clearance is a factor that could cause a delay. Once they've arrived, we'll have a better sense of turnaround time.

Europe Orders

These delivered to Fulfillment Europe's warehouse today. Turnaround time has been quick in the past, so we're hoping that will be the case here too. Once we have tracking information and confirmation these have all been sent out, we'll be providing that to backers and updating here.

Asia/Australia/New Zealand/Everywhere Else

No updates from earlier this week. These orders should have been received or are already on their way to backers.

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Thanks as always!

Alex - Grey Fox Games

Worldwide Fulfillment Followup
almost 5 years ago – Tue, Jul 23, 2019 at 01:18:45 AM

Hey Run Fight or Die: Reloaded backers,

Here's a fulfillment update for all regions:

US Orders

As mentioned in the past, these are broken up into those that had non-RFoD add-ons and those that did not. Those orders that did have non-RFoD add-ons were shipped from our warehouse here in St. Louis. Other orders (most of them) are heading out via EasyPost from their warehouse in Utah.

St. Louis Orders

These have all been shipped with tracking information sent out. Some backers have already started receiving them and asking questions about gameplay and/or missing items. See below for more information on the latter.

EasyPost Orders

It's taken longer than we wanted it to, but we were informed late last week that the product was officially "checked in" to their warehouse. These orders started moving today. Here's a sample of what we see right now:

In the past, these orders have shipped within the span of a couple of days, however this whole process has already taken significantly longer than we expected. Once all orders have shipped, we'll be able to send out tracking info. It's out of our hands at the moment and we've been pestering them to get a move on. We apologize for the delay... 

Canada Orders

There was a miscommunication between myself, the warehouse and D6 Distribution about the status of these orders. I had understood that the games were on their way to Canada at the time of the last update. That is not the case yet.

D6 Distribution ran into a shortage of warehouse space and has been in the process of acquiring more to allow them to fulfill this campaign. They have not provided us an address at this time to ship to, so our warehouse hasn't had anywhere to send the palette with those games. We were told last week that we would have that address today but do not as of this update.

Europe Orders

Fulfillment Europe has informed us that the games are set to clear customs and deliver to their warehouse on Wednesday, after which they will turn around and get them headed to backers. When we have tracking information to provide, we will pass that along.

Asia Orders

VFI Asia has already shipped these. Backers should receive their orders within the next couple of weeks.

Australia/New Zealand Orders

VR Distribution has shipped these orders out and we've received reports of at least a handful of backers receiving their pledge. Backers should receive them within the next couple of weeks.

Everywhere Else

These have all shipped with tracking information provided to backers. They've been shipped through FedEx International Mail Service, which generally takes 2-5 weeks to deliver. That tracking number generally works best with your local mail carrier.

Parts Replacements

As a reminder, if you encounter any issues with your copy of the game whether those be damaged or missing parts, please email us at [email protected] with the subject line "Run Fight or Parts Problem". In the early going we usually add folks to a parts replacement list and then go through it once backer orders are processed, but so far things have been spread out enough that we've been able to address issues immediately.

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That's all for now.

Alex - Grey Fox Games

Worldwide Fulfillment Update
almost 5 years ago – Wed, Jul 10, 2019 at 10:49:52 PM

Hey there Run Fight or Die Reloaded backers,

Some of you have requested an update for various regions, so here we go!

US

The combination of the July 4th holiday, a bit of untimely vacation and another factor (explained later) has led to a small delay on the US orders. Here's the current status.

Orders with non-RFoD add-ons

These are orders being shipped directly from our warehouse in St. Louis. There were a little less than 100 of these, and as of today we've shipped about 60% of those. Those should be done before the end of the week. Once they've all been shipped, we'll be able to provide tracking information.

All other orders

EasyPost's Utah warehouse is handling these. They're due to receive their shipment tomorrow, though based on past experience, I'd be surprised if shipping started any sooner than the start of next week as it takes them some time. We'll keep you posted. 

A part of the delay is they require all cases to be individually stickered with a unique barcode, which is easy for some games, but was cumbersome for other add-ons.

Canada

The palette bound for D6 Distribution should be arriving shortly as well. I'll be able to get you more specifics on timing once it's arrived at that hub.

Europe

The shipment carrying these games hit the port in Germany today. In our experience it will take another week or two for that shipment to clear customs and then get to Fulfillment Europe's warehouse there. The good news is they're lightning fast once they have those games in hand.

Australia/New Zealand

This shipment has just arrived at VR Distribution in Australia. They should be able to start shipping next week.

Asia

If your country was not covered in "Everywhere Else" it's being handled by VFI. They have the games in-hand as well and once it's our turn in line, those should go out relatively quickly.

Everywhere Else

These orders are coming from our warehouse in St. Louis. We anticipate them heading out the door after US orders with non-RFoD add-ons are sent. That should be the end of this week to early next week. 

Parts Replacements

If you encounter any issues with your copy of the game whether those be damaged or missing parts, please email us at [email protected] with the subject line "Run Fight or Parts Problem". In the early going we usually add folks to a parts replacement list and then go through it once backer orders are processed.

Thanks for your support!

Alex - Grey Fox Games

Stickers are Here!
almost 5 years ago – Sat, Jun 29, 2019 at 12:42:42 AM

Hey there Run Fight or Die: Reloaded backers,

A quick update for those of you eagerly awaiting the game in the US/Canada. As mentioned in the last update, we were expecting the sticker sets for Run Fight or Die: Reloaded by early this week. That proved slightly too ambitious. The good news is.... they're here.

DHL dropped them off within the past hour. That means that we'll be able to do three things starting Monday. 

One, send games to EasyPost's fulfillment hub. For those who asked in the comments about the timeline for that, based on past projects it usually takes a few days in transit and then a day or two to check in everything before they start sending orders out. Once we receive tracking info from Easy Post we'll pass it along.

Two, start sending out games individually from our warehouse. US orders with non-RFoD add-ons will go out first followed by "Rest of World" orders. We'll get tracking for those uploaded through BackerKit a day or two after they go out.

Three, send games to D6 Distribution in Canada for fulfillment.

Addresses are currently locked in the system. Thanks to everyone who filled out their surveys on time! We'll get you more updates as we have them.

Alex - Grey Fox Games