Complete all zones, Reaper Bones 3: US Zone Complete

[ladystorm]

This is an informational only thread. Chatter will be culled. 

US Zone Shipping Complete! Questions, Help, Europe and Pacific Status!

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Like the title says, we're done shipping US Zone rewards! (well, there's a few that had problems that needed resolving, but less than a dozen out of 10,000). Now that US Zone fulfillment is concluded, it’s important for us to address a few things.

First and foremost, THANK YOU from all of us at Reaper for your patience while we worked through the delays and tribulations of fulfillment. We know that it wasn’t always easy, and sometimes there was a great deal of frustration, but we made it! We truly could not have accomplished all of this without your support.

Pacific Zone and Europe Zone Fulfillment Status and Timelines

Before we pulled ANY US Zone orders, we made sure that all Pacific Zone and Europe Zone rewards were loaded onto containers to ship to their respective hubs. We have 2 containers heading for ports in the UK and Australia. We cannot predict with certainty how long these will take to clear their respective Customs centers, so it is difficult to give a precise timeline. 

 Aetherworks of Sydney, Australia will be handling our to the Pacific Zone, and they are currently expecting to be able to begin shipping sometime in July. 

 RHQ Zombie Co Ltd of Nottingham, UK will be handling our to the Europe Zone and they are also expecting to be able to begin shipping sometime in July.

In both cases, you will be notified via email by the shipper with a tracking number. We will keep you informed of any changes.

And now, we're going to talk about the most common questions and problems you've been emailing us about, and how to help us help you out.

My Shipment was Lost or Stolen 

Your tracking information says that the package was delivered, but you do not have it. 

You must open a claim (sometimes called a Trace Process) with the carrier for a stolen or mis-delivered package. Once you have done so, contact us at [email protected] with your order number , name, tracking number as shown on your pledge manager, and any claim # or confirmation # provided, and we will follow up. 

 You can Open such a claim at the link below - simply provide the information requested and follow all necessary steps. https://wwwapps.ups.com/webClaims/create?loc=en_US&report_type=1 

If it becomes necessary to send a second shipment, we may request a new delivery address for your replacement shipment, to help ensure proper delivery.

I have no Shipping/Tracking e-mail

You can find your tracking number on the Pledge Manager. Simply log in, and it will be in the right hand column above your itemized list of rewards. If no tracking number shows up, please contact us at [email protected] and we will try to get it sorted out as fast as we can. 

 Be sure to include: 

• Your Order Number as shown in the Pledge Manager (Not your backer number) 
• Your full name as shown in the Pledge Manager 
• Your shipping address as shown in the Pledge Manager 

Do not include any attachments or screenshots unless we ask for them. Attachments are incredibly insecure, and we do not open attachments from untrusted and unknown sources. Emails with unsolicited attachments will be deleted without being read. 

My Tracking Information has stopped Updating

 Your package has been sitting in Chicago, IL for days/weeks with a status of "Package departed international carrier facility" or similar. (This is common for International Backers.)

 Unfortunately, we cannot guarantee the accuracy of the "status" of your package, and it is especially well known that some National Postal Systems do not integrate their data well with the US Post. So for some customers Tracking will end once it leaves the US (or reaches Chicago), and you may not even receive an update that it has arrived in your country. The notice you have "Departed for International Carrier Facility" means it has been handed over to your National Postal Service, (or at least was loaded on a plane to go to your country's post) and in many cases, tracking simply stops there. You may ask of your National Post if they can locate the parcel for you, but not all tracking numbers provided by the US Postal System are considered valid numbers by all international carriers. 

Be aware that we have access to the same data that you do, and as we no longer have the packages we have no more data than you have.

I Ordered the Fat Dragon PDFs and there are none in my box

 We had a set of 4 FREE downloadable Dungeon Tile PDFs, provided by Fat Dragon Games, available through the Pledge Manager. To receive these items, backers needed to click the download links in the descriptions within the Pledge Manager. We also made these links available in Update #74 On June 10, 2016. 

 EZ Tiles: Dungeons 1 FREE PDF http://www.rpgnow.com/browse.php?discount=909bd1b4f9&affiliate_id=25275

 EZ Tiles: Village Streets 1 FREE PDF http://www.rpgnow.com/browse.php?discount=909c55bc4b&affiliate_id=25275

 EZ Tiles: Wilderness Ruins FREE PDF http://www.rpgnow.com/browse.php?discount=909d174ff1&affiliate_id=25275

 Ravenfell Core Set FREE PDF  http://www.rpgnow.com/browse.php?discount=909b00ac28&affiliate_id=25275

These links will not be shared again.

My Pledge Level was called “Core Set Wave #” But I did not receive a Core Set

In almost every case, this is because in the Pledge Manager, you selected rewards that spent your pledged amount, but did not select a Core Set among your rewards. We are not responsible for shipping items that you did not order. This is a common enough problem that in the Project FAQ we mention that you had to select a Core Set to receive one.

There is a Missing Part From my Order OR a Missing "Bit" from a Model

If you are missing one or more models, or one or more parts from a model (whether an entire model or simply an arm/head/weapon/etc.) please contact us to receive a replacement. We will not "replace" parts which are not listed on your Invoice or were not locked in on your Pledge Manager. 

 Send your email to [email protected]. Be sure to include: 

• Your Order Number as shown in the Pledge Manager (Not your backer number) 
• Your full name as shown in the Pledge Manager 
• Your shipping address as shown in the Pledge Manager 
• The part number of the item in question as shown on the large graphics of the Home Page of the Kickstarter Project. 
•  A brief description of the problem - “Model xxx is missing her left wing”, “model is damaged or mis-cast”, etc. 

Please remember to refer to the model’s left and right sides as if you were the model in question. This is the most common mistake of this kind, misidentifying the left and right sides. Please help us to get the correct parts to you. 

Please DO NOT include screenshots or attachments of photographs of the miniatures or boxes when you email us unless we request it. Attachments are incredibly insecure, and we do not open attachments from untrusted and unknown sources. Emails with unsolicited attachments will be deleted without being read.

Likewise, emails that are exasperatingly long and complex, or which contain vulgar and abusive language will be moved to the end of the queue, and in extreme cases will be deleted without resolution. If we cannot determine your problem and the appropriate resolution quickly, we will not take hours to do so, nor will we wade through paragraphs of profanity and insults to our heritage to help you. Please send only one email of this kind. Sending a new email each day with “Oh I just noticed this” will not help. If you have already sent an email, reply once to the first email with the required information.

We will not begin the replacement process for missing or damaged items for several weeks. It will take us some time to reset and be able to process these emails.

The Address My Rewards Were Shipped to is Incorrect

Sadly the package has already been shipped. We are unable to change the address in transit. If your package shipped via UPS, you might be able to make a MyUPS account and update the address. If the package is returned to us and we must reship, you will have to pay for the second shipment as well as provide a new address

Customs wants a printed Invoice

You can print your invoice from the Pledge Manager, under Completed Orders. This is significantly faster than waiting for us to mail you a printout of that same page.

Customs is billing me for import fees/duties/VAT

While the majority of Canadian, EU, and AU backers are being shipped with methods that mean this will not be a problem, a small number of shipments may still come with such fees due. This was discussed in our Project FAQ you are responsible for any such fees.

My Pledge Manager shows no Orders, or I have no Pledge Manager Account

A created and complete Pledge Manager account is required for us to be able to fulfill your rewards. It is required for two reasons: 

• 1) It supplies us with all of your contact and shipping information and 
• 2) It details to us your list of rewards. 

If you have this problem it is because you either never created a Pledge Manager account or you never updated and completed your existing Pledge Manager account. The occurrence of either of these events has created a problem for you. So before you contact us and tell us how bad and irresponsible we are in how we conduct a Kickstarter please review the following. 

To remind you and encourage you to complete your Pledge Manager account we have:

• Included a large graphic link to create your Pledge Manager account right after the Stretch Goal Map in the body of the Kickstarter campaign. 
• Included step-by-step screen shot instruction on how to setup and use the Pledge Manager in the body of the Kickstarter campaign. 
• The Kickstarter FAQ contained several entries of important Pledge Manager information. 
• Since August 2015, 19 separate Kickstarter updates requested you complete and/or update your Pledge Manager. Kickstarter is considered the official channel of all updates. Not social media or direct emails. 
• In June of 2016, we sent emails to everyone with an incomplete Pledge Manager account requesting that they please take the time to complete their Pledge Manager. 
• We kept our Pledge Manager open for 10 months and a further 9 months we helped anyone who contacted us by opening up their Pledge Manager for them so they could complete their rewards order. 
• We have provided a reasonable amount of time for you to complete your part of this equation.

Kickstarter Terms of Use state: The creator may need to send you questions about your reward: To deliver rewards, the creator might need information from you, like your mailing address or t-shirt size. They’ll request that information after the campaign has succeeded. To receive the reward, you’ll need to provide the information in a reasonable amount of time.

Link: https://www.kickstarter.com/terms-of-use

So what can you do? Please contact and we will attempt to work with you to find a solution. In your initial contact, please detail your extenuating circumstances, such as active military service and deployment to an Internet-restricted region. (If at all possible please do not start your contact with us by telling us how stupid we are. Believe it or not it will help you a great deal. Just sayin')

Anything Else

If you have any other questions, or a problem not discussed above, please contact us at [email protected] with:

• your order number as found in your pledge manager, (Not your backer number)
• your full name,
• your shipping address,
• the email address associated with your pledge,
• a brief description of your issue. 

We will do everything we can to help you. It is very likely we may need additional information from you after the initial contact, but this at least helps us get started. 

Please DO NOT include screenshots or attachments of photographs of the miniatures or boxes when you email us unless we request it. Attachments are incredibly insecure, and we do not open attachments from untrusted and unknown sources. Emails with attachments will be deleted without being read. 

Please remember that we have received over 4,000 emails in the last 3 weeks and we are going through them as fast as we can. If you are rude or abusive in your e-mail to us, or if your email is many paragraphs in length, we will move your e-mail to the end of the queue.

Upcoming Convention Schedule

We will be attending Origins Game Fair June 13th through June 18th. Because we are a small company, our customer service Team is also our Convention Crew, and we will be unable to process emails until we return. 

Thank you for everything! 

~Reaper

[Beagle]

So, probable July delivery for the U.K. and Europe backers.

 

That's a kick in the nuts!

[Knight of the Dinner Table]

I already wrote that in the KS comment section of the update ... I had hoped for sooner ... but I do not think it could have happened sooner (and again: I wont forget that Reaper made Euro-friendly shipping possible - which saves me at least $50 ... that's worth a few days ... cough ... weeks).

[Arc 724]

Mine is slated to be tomorrow. I'm eager to get that giant worm-thing in!

[Beagle]

That's certainly a sweetener. I'd persuaded myself that a boat can cross the Atlantic in days and that early/mid June was realistic.

Ahh well.

Edited June 8, 2017 by Beagle

[Gadgetman!]

Gosh! 

 

That means I can go on a vacation anyways!

(I have an early summer vacation, and should be back home in early - mid-july)

 

Boats CAN cross the Atlantic in days, but... 

(7 to 10 days is not unusual)

But Reaper may not have been able to get the containers on the first ship to cross, so a delay of a few days or even a week before setting off is not unexpected. 

When arriving in the UK, or even in Australia, there's unloading, processing and customs. That... may take time... Up to a month in worst case. 

This is summer, so yeah, expect delays.   

Not much Reaper can do about this, really. 

 

 

[BlueGoblin]

Email sent about my clearly identified on the packing list but missing from the box 2015 CORE SET.  As you might be able to tell, I'm a little upset right now, but I'm trying to remain calm.

[LittleBluberry]

4 minutes ago, BlueGoblin said:

Email sent about my clearly identified on the packing list but missing from the box 2015 CORE SET.  As you might be able to tell, I'm a little upset right now, but I'm trying to remain calm.

 

Remaining calm is good.  Reaper will have extra inventory in some form or another so there's always a way to make it right.  

[Guindyloo]

So I'm missing an item and I'd like to have the figure that's missing, but the timing isn't of much concern to me whatsoever - I am perfectly happy to sit at the back of the queue. Is it better to wait a couple of weeks or so to send my email with my information to allow Reaper to catch up with the assured heavy new influx of emails on top of the ones that have already flooded in during fulfillment, or would it be better to go ahead and send it for ease of sorting issues or whatever?

[BlueGoblin]

9 minutes ago, LittleBluberry said:

 

Remaining calm is good.  Reaper will have extra inventory in some form or another so there's always a way to make it right.  

I know they're a small company, and these rushes for fulfillment must be very straining on them, so I'm more than willing to cut them some slack. I'm not so upset about the missing pieces, as I don't doubt that Reaper will fix it in the end. I actually got a little more upset about the update, especially when I saw the notice about the Convention Schedule. It got to me a little that I'm sitting here with a problem, and I can't get anyone to help me, since they've been so busy with fulfillment. Now that they're done with that, they still can't help me for another 2 weeks or more, depending on where my issue is in their queue? Because they have to take their support personnel to a convention? That doesn't make me feel valued as a customer. I've spent a lot of money with Reaper, both buying directly from them and supporting all 3 Bones Kickstarters at fairly high levels, and I'm not asking for special treatment or threatening anything. I guess I'm just not happy with what basically boils down to Reaper saying "We'll get to you later!, we're sure you won't mind waiting to have your issue resolved!"

[Guindyloo]

2 minutes ago, BlueGoblin said:

I know they're a small company, and these rushes for fulfillment must be very straining on them, so I'm more than willing to cut them some slack. I'm not so upset about the missing pieces, as I don't doubt that Reaper will fix it in the end. I actually got a little more upset about the update, especially when I saw the notice about the Convention Schedule. It got to me a little that I'm sitting here with a problem, and I can't get anyone to help me, since they've been so busy with fulfillment. Now that they're done with that, they still can't help me for another 2 weeks or more, depending on where my issue is in their queue? Because they have to take their support personnel to a convention? That doesn't make me feel valued as a customer. I've spent a lot of money with Reaper, both buying directly from them and supporting all 3 Bones Kickstarters at fairly high levels, and I'm not asking for special treatment or threatening anything. I guess I'm just not happy with what basically boils down to Reaper saying "We'll get to you later!, we're sure you won't mind waiting to have your issue resolved!"

Conventions are not drop of a hat decisions for companies to attend, they're things that are planned months and months in advance. The timing of fulfillment, due to unforeseen delays, got pushed back into convention season. That's unfortunate but not something that they could avoid. Reaper's entire staff hauled elf through fulfillment and finished faster than they'd anticipated, which unfortunately put completion in line with one of the conventions that they scheduled months and months in advance - this meant that more people got their orders faster, but created an unforeseen delay on processing issues.

 

The update was factual; it gives details so that everyone knows the timing of things so that no one has unreasonable expectations of when something's going to happen. I don't think by any means they meant to imply (nor was that how I read it) that they don't think you'll mind waiting, hell, Reaper's been doing this long enough to know that most people definitely mind waiting, but sometimes delays are just 100% unavoidable and especially on such a huge project with so many backers. I think that it would be far worse for them to tell people to send in their emails, knowing that they wouldn't be able to get things processed sooner but not saying so. They're communicating the facts of the situation and sometimes it just is what it is.

[CorallineAlgae]

10 minutes ago, BlueGoblin said:

I know they're a small company, and these rushes for fulfillment must be very straining on them, so I'm more than willing to cut them some slack. I'm not so upset about the missing pieces, as I don't doubt that Reaper will fix it in the end. I actually got a little more upset about the update, especially when I saw the notice about the Convention Schedule. It got to me a little that I'm sitting here with a problem, and I can't get anyone to help me, since they've been so busy with fulfillment. Now that they're done with that, they still can't help me for another 2 weeks or more, depending on where my issue is in their queue? Because they have to take their support personnel to a convention? That doesn't make me feel valued as a customer. I've spent a lot of money with Reaper, both buying directly from them and supporting all 3 Bones Kickstarters at fairly high levels, and I'm not asking for special treatment or threatening anything. I guess I'm just not happy with what basically boils down to Reaper saying "We'll get to you later!, we're sure you won't mind waiting to have your issue resolved!"

 

I don't think that's what they're saying. Companies have to schedule convention space long in advance. They're just saying that they can't be in two places at once. Pretty sure they would like to be able to handle the convention and the packaging errors at the same time, but people can only do what they can do. It's simply a case of unfortunate timing and they can't do anything about it.

[Maledrakh]

I have a question, in case anybody knows: are shipments for Norway in the EU zone container, or do they go out direct from the US as RoW shipments?

 

...and I just noticed it says "Europe zone" and not "EU zone", so I expect the answer is that they are in the container.

Edited June 8, 2017 by Maledrakh

[ladystorm]

1 hour ago, Beagle said:

So, probable July delivery for the U.K. and Europe backers.

probably.  

 

58 minutes ago, Guindyloo said:

So I'm missing an item <snip> Is it better to wait a couple of weeks or so to send my email with my information to allow Reaper to catch up with the assured heavy new influx of emails on top of the ones that have already flooded in during fulfillment, or would it be better to go ahead and send it for ease of sorting issues or whatever?

if you follow the directions in the update, it is just as easy to do it now as later.

be aware, we will only accept one report, so make it complete.

47 minutes ago, BlueGoblin said:

 I actually got a little more upset about the update, especially when I saw the notice about the Convention Schedule. It got to me a little that I'm sitting here with a problem, and I can't get anyone to help me, since they've been so busy with fulfillment. Now that they're done with that, they still can't help me for another 2 weeks or more, depending on where my issue is in their queue? Because they have to take their support personnel to a convention? 

I'm sorry.

It isn't that I don't want to help you sooner, but it is hard to help when I'm not here.

I am the convention lead and I am the current customer service desk staff as well as several other hats of responsibility. I'm already logging 90+ hour work weeks here, I can't give more.

The delays in this project were less than ideal in many ways and I'm doing the best I can.  We have several immovable items on the calendar we can't blow off.  

It will be a few weeks before I can begin the process because we have two conventions I'll be on the road for as well as Base Boss fulfillment between them.

Your continued patience is appreciated.

17 minutes ago, Maledrakh said:

I have a question, in case anybody knows: are shipments for Norway in the EU zone container, or do they go out direct from the US as RoW shipments?

EU Zone container has all of Europe and Africa orders in it.

[BlueGoblin]

3 minutes ago, ladystorm said:

I'm sorry.

It isn't that I don't want to help you sooner, but it is hard to help when I'm not here.

I am the convention lead and I am the current customer service desk staff as well as several other hats of responsibility. I'm already logging 90+ hour work weeks here, I can't give more.

The delays in this project were less than ideal in many ways and I'm doing the best I can.  We have several immovable items on the calendar we can't blow off.  

It will be a few weeks before I can begin the process because we have two conventions I'll be on the road for as well as Base Boss fulfillment between them.

Your continued patience is appreciated.

 

I totally get it. I understand long weeks. I've been putting in a lot of long weeks, too. I'm certainly not faulting you for doing what you can, and what you have to do.I certainly don't want to add any more weight to your load.