we just received info from our shipper regarding our games. In few days they will arrive at the ports. We received all the papers but the factory in Shanghai made a mistake regarding who is the consignee. We fix this issue now, cause if the info are not correct we cannot import the games. Is a process we know well so it will not be trouble. The only trouble is the burreaucracy we have to deal with. In any case this is not so important right now. We calculate that the arrival of the ships, import, transfer to the warehouse, make the packages and final to deliver the rewards to each backer - you will receive the games during October. There is no specific date like October 5th because we have packages in different countries. We are sure we will not catch September since we know how the whole process is moving along, that's why we prefer the safe way and say October. Please pay attention to the following information.
a. What happens if I do not receive my reward?
We use 2 warehouses. One in USA-Funagain Games and one in Germany. Fungain ships games to all US backers. The other warehouse in Germany ships the games in the rest countries. Funagain games always provide tracking number as we recall from the past. The other vendor in Germany provides tracking number in big parcels and when is out of EU because in EU we almost have 0% losses. We barely have 2-3 returned parcels between 300-350 orders. When we ship a game from Funagain games it usually takes 3-5 business days regarding the State of each backer. After that period you can always contact us at email@example.com so we can resolve it. Regarding the other warehouse in Germany we have the following info: To deliver a parcel in EU it takes 3-7 business days depending the country. Exception is Spain where there is a slight delay for reasons we still do not understand. Is something between the post services. Out of EU it takes 10-14 business days depending the destination (USA, Australia, Peru, Taiwan and so on). After that period you can contact us.
b. What happens if I miss something from my order?
It happens sometimes that the people in the warehouses do mistakes and miss an item or is a mistake from the factory and the game misses a component. We can always send you anything that is missing. You reach us at our email firstname.lastname@example.org, tell us your issue and we will fix it. Is the least service we can provide since you support our projects.
c. What happens if I change address after the parcel has been sent?
In that case we cannot do anything. We will wait the parcel to be returned but if we have to resend it you will have to be charged with additional shipping fees. You have all the time until the end of the month to let us know if you will change address or any other info we should now. You know that we are hear always and reply to your requests asap.
The Essen is about one month away. MAGE will be there as each year. We want to avoid any misunderstanding therefore we tell you that we will not have Bedtime Story in Essen and we will not sell it. Our priority is you and only you. If you want to join us and see our new party and family games we will be at Hall 3-Q120 and Hall 1-F101.
We had also arranged to launch the 12 realms: Dungeonland on October 18th. We postpone this until you all get your rewards. Although Dungeonland is not an expansions but a new standalone game is still a 12 Realms game. We prefer first to complete this campaign and move forward later. We will provide info on that when is time. We will set a date in November.
So now you have all the info, you know the delivery dates and the complete process we will follow.
As a big thanks to your support and as an apology for the delay we will add some freebies for all backers and to all packages. We know that most of you understand the delays but on the other side we must deliver on time!