Weekly Fulfillment Update - April 28th
over 1 year ago – Fri, Apr 28, 2023 at 02:39:12 PM

We're so close we can taste it. And it tastes strawberry milk.

This fulfillment process has not been our quickest or smoothest, and we're going to learn from that and make significant changes moving forward. While all the changes we made to the fulfillment process of this campaign (compared to previous campaigns) were made in the pursuit of improvement, we're more than willing to admit they didn't all work out. As always, thank you for your continuous support.

Translated French & German Language Backers:

A quick reminder that if your pledge contains any French or German translated items, it is scheduled to deliver 6 months after English fulfillment. We're in the process of reviewing the final translated production files now and are still on-schedule for the 6-month delivery delay.

Fulfillment Update:

North America - Our fulfillment partner just shared a target completion date of May 8th. All shipments should have left their warehouse by that day—and they're working overtime to make it happen. Shipments will still take time in transit, but all backers should have tracking info by May 8th.

When your package is shipped, you will receive an email to the email address used in your backerkit survey (in rare cases it might end up in spam). Most orders are taking about 1 week from the time they are dispatched until arrival. If you're in the USA, that email will come from UPS or USPS, and if you're in Canada if should be from FedEx.

We will send a 100% fulfilled update when it is complete and if you are still missing your order at that time you can submit a request via our customer service form. We are happy to replace all damanged or missing orders and will do so as quickly as possible!

If you are in Canada and were charged a duty at delivery, please submit a request via our customer service form—we will happily refund you. All order from today are being shipped via FedEx instead of USPS/Canada Post and should not have duties.

EU Area -  The EU is now at 100% fulfillment for English-language backers. There may still be some packages in transit or stuck in customs, but there are no longer any unshipped EU orders.

If you were emailed a Parcel Force tracking reference (it should look like: EK086279776GB), you can track your package here.

If you have not received tracking, or if you know that your package is stuck in customs, submit a help ticket. Please, only submit a ticket if you have not already submitted one.

We are able to respond to most help tickets within 48 hours.

UK - The UK is now at 100% fulfillment for English-language backers. There may still be some packages in transit, but there are no longer any unshipped UK EU orders.

As our customer service team has been helping track orders this week, we've found that EVRI tracking is updating for most shipments once it leaves their hub. We're still moving away from EVRI as a carrier, but it should be possible to find tracking updates on the EVRI tracking page if you were emailed the tracking reference (it should look like: H01X5A0302162364).

We are also happy to help you track down a parcel if you have not received your tracking information—submit a help ticket. Please, only submit a ticket if you have not already submitted one.

We are able to respond to most help tickets within 48 hours.

As a reminder, we are happy to replace damaged or missing packages.

Asia/ROW - Our only update from VFI is that shipments are still being distributed to the local hubs for delivery. We're pushing them for something more substantial, but haven't received anything yet.

AUS/NZ - We're saying that the AUS and NZ region is now at 100% complete. There are still a few orders that are waiting for the missing items we've mentioned in previous updates, but please submit a help ticket if you haven't received your shipment.

We are able to respond to most help tickets within 48 hours.

Box Organization Guides

The Titan box is big and has many components inside, so we made some graphics to help you organize it!

Here is a guide for the icons on your stickers and which expansion goes with which corner marker.

Here is the proper layout of the box stickers. The bottom of the image is the outer box and the top is toward the removable card tray.

Customer Support

Kickstarter deliveries are always a very busy time and customer service can slow down due to the volume of help requests. To help provide you the best service possible (and fix your problems as quickly as possible), we are using an automated customer service form. It has guided solutions for all the most common issues that arise during Kickstarter fulfillment. Please submit all requests through this customer support form instead of using email and KS messages. If you email or message us, we're just going to send you a link to the form :).

Weekly Fulfillment Update
almost 2 years ago – Fri, Apr 21, 2023 at 03:56:56 PM

We're back with your weekly fulfillment update, and we'll cut right to the chase. Check out the update for your region below.

Fulfillment Update:

North America - As of the end of today 75% of North America packages have been shipped.

When your package is shipped, you will receive an email to the email address used in your backerkit survey (in rare cases it might end up in spam). Most orders are taking about 1 week from the time they are dispatched until arrival.

We will know a clear timeline for the completion of fulfillment by the update next week.

We will send a 100% fulfilled update when it is complete and if you are still missing your order at that time you can submit a request via our customer service form. We are happy to replace all damanged or missing orders and will do so as quickly as possible!

If you are in Canada and were charged a duty at delivery, please submit a request via our customer service form—this was an error in how a small amount initial orders to Canada were coded for customs, but we will happily refund you.

EU Area -  All EU orders have been shipped except retailer orders. Some are still in transit for delivery.

We understand a number of shipments are being held at customs and have been working to resolve those holds. The issue that stopped some packages was an incorrect value declaration caused by a data import error when loading the orders into the fulfillment system.

Many packages are released by customs after a random period of time, but we've also determined and are executing on the process of reaching out to customs about specific packages.

If you have a package stuck in customs and have submitted a ticket, we are already getting in contact with your customs office to have it released as soon as possible (submitting more than one ticket can delay requests). If you are in the EU and have not received your package by April 26th and have not previously submitted a ticket, please contact us.

We will send a 100% fulfilled update next week once all orders have had time to be delivered.

UK - All but 11 orders in the UK have been shipped from the warehouse and are either in-transit for delivery or already delivered. The 11 remaining orders are all large quantity orders that are primarily for retail backers of the campaign.

We're aware that the emails being sent during dispatch either don't have tracking information at all or contain EVRI tracking that isn't working. We're sorry this happened—we know an unexpected package can be very inconvenient at times. In this instance, it was determined that changing carriers to one with more reliable tracking would have caused further delays in fulfillment and we made the decision to finish shipping with EVRI in order have fulfillment completed sooner.

As a reminder, we are happy to replace damaged or missing packages.

We will send a 100% fulfilled update next week once all orders have had time to be delivered. If you haven't received your game by the time that update it sent, submit a request for help via our customer service form.

Asia/ROW - VFI is currently shipping to hubs in our various Asian and ROW regions. You will get tracking once the game is shipped from an individual hub. We are waiting on an update from VFI, sorry there has not been much info to share quite yet.

AUS/NZ - There are 5 unfulfilled orders in your region, which means all your orders should be delivered to doors within the next week.

We will send a 100% fulfilled update next week once all orders have had time to be delivered. If you haven't received your game by the time that update it sent, submit a request for help via our customer service form.

 French & German (translated versions) backers:  

We haven't forgotten about you! We're in the process of reviewing the final translated production files now and are still on the scheduled 6-month delivery delay. Everything is currently on schedule for the French and German translated versions of the game.

Box Organization Guides

The Titan box is big and has many components inside, so we made some graphics to help you organize it!

Here is a guide for the icons on your stickers and which expansion goes with which corner marker.

Here is the proper layout of the box stickers. The bottom of the image is the outer box and the top is toward the removable card tray.

Customer Support

Kickstarter deliveries are always a very busy time and customer service can slow down due to the volume of help requests. To help provide you the best service possible (and fix your problems as quickly as possible), we are using an automated customer service form. It has guided solutions for all the most common issues that arise during Kickstarter fulfillment. Please submit all requests through this customer support form instead of using email and KS messages. If you email or message us, we're just going to send you a link to the form :).

Moonrakers Titan Weekly Fulfillment Update & What's Next for Moonrakers
almost 2 years ago – Fri, Apr 14, 2023 at 10:31:07 AM

It has been incredibly fun seeing all of the photos and feedback as backers receive their games. For those still waiting, our warehouse team is working overtime and on weekends to get the remaining orders to you!

As promised last week, we plan to update you weekly for the duration of fulfillment - which means it is likely we will only need to have a few more of these updates! 

North America - Fulfillment is still progressing well! The warehouse has been packing many orders that have yet to be picked up by carriers and should ship out very soon. Last week, we shared that the amount of fulfilled orders was around 50%. We haven't gotten an updated number yet, but we have been told that the percentage of fulfilled orders will increase significantly by our update next week.

We will send a 100% fulfilled update when it is complete and if you are still missing your order at that time you can submit a request via our customer service form.

If you are in Canada and were charged a duty at delivery, please submit a request via our customer service form—this was an error in how a small amount initial orders to Canada were coded for customs, but we will happily refund you.

EU Area - We are finishing the last few hundred shipments to the EU.  As a reminder, if your games were repacked by customs without any protective packaging and were damaged due to this repacking (or any other reason), please submit a replacement ticket using our customer service ticketing form.

There are some packages being held indefinitely at EU customs due to an Excel spreadsheet mistake (fun stuff) input the incorrect value for some packages. We're aware of the issue and working with carriers and customs offices to rectify the mistake. If your order is one of the packages stuck at customs for more than 10 days, please submit a ticket by choosing the "My shipment is stuck in customs" option on our customer service ticketing form.

The EU is getting closer to completion but still has some last remaining orders outstanding. We will send a 100% fulfilled update likely next week and if you are still missing your order and have not received tracking, you will then be able to submit a request for help via our customer service form.

UK - As of now, we have shipped out 1/3 of our UK orders and are hoping to be finished fulfilling the remaining orders by the end of next week! As we shared last week, we understand the frustration from the delays and are working hard to get these games to you! We will send a 100% fulfilled update when it is complete and if you are still missing your order you can submit a request for help via our customer service form.

Asia/ROW - VFI is currently shipping to hubs in our various Asian and ROW regions. You will get tracking once the game is shipped from an individual hub.

AUS/NZ - Fulfillment is nearly complete. The original shipment from Panda to Aetherworks was missing a few items and we're currently in the process of having those missing items redirected to Aetherworks so that they can complete fulfillment. We will send a 100% fulfilled update likely next week and if you are still missing your order and have not received tracking, you will then be able to submit a request for help via our customer service form.

What's next for Moonrakers?

Are you feeling lucky? As part of the Fractured Sky kickstarter campaign that launched earlier this week, we launched a brand new Moonrakers micro-expansion—Moonrakers: Starfall. It features new contracts, crew, and ship parts that add a really fun push-your-luck mechanic to the game. Check out graphic below for more details!

You do not need to back Fractured Sky to get the new micro-expansion. Moonrakers: Starfall will be available to purchase on our webstore after Fractured Sky is fulfilled. Also, all Moonrakers add-ons will be available in the pledge manager of Fractured Sky (accessible with a $1 pledge), which might be helpful if you live outside of our online shipping regions.

Box Organization Guides

In case you missed it in the update last week - the Titan box is big and has many components inside, so we made some graphics to help you organize it!

Here is a guide for the icons on your stickers and which expansion goes with which corner marker.

 
Here is the proper layout of the box stickers. The bottom of the image is the outer box and the top is toward the removable card tray.

Customer Support

Kickstarter deliveries are always a very busy time and customer service responses might slow down due to the volume of help requests. To help provide you the best service possible (and fix your problems as quickly as possible), we are using an automated customer service form. It has guided solutions for all the most common issues that arise during Kickstarter fulfillment. Please submit all requests through this customer support form instead of using email and KS messages. If you email or message us, we're just going to send you a link to the form. It really helps Sarah keep everything organized so she can work to find a solution to your problem quickly!

Moonrakers Titan Fulfillment Update, Box Organization Guides, and Customer Service
almost 2 years ago – Fri, Apr 07, 2023 at 09:02:28 AM

We're half way there (and not livin' on a prayer)

Fulfillment is cruising along, with somewhere around 50% of all packages delivered. No fulfillment process is without challenges, but we're working hard every day to make sure your games get delivered to your doors as quickly as possible.

We're constantly evaluating how we approach global fulfillment and determining the best ways forward on future campaigns. A couple big questions on our mind at the moment are how to avoid entanglements with EU customs (probably separate EU & UK fulfillment) and how to get deliveries compressed into a smaller window of time (harder, but we want to find a way).

Thank you once again for all your support. We plan to update you weekly for the duration of fulfillment.

Fulfillment Update:

North America - After getting a late start, North America is moving very quickly! We are already at 50% fulfilled and expect to be nearing 100% in the next couple of weeks. We will send a 100% fulfilled update when it is complete and if you are still missing your order you can submit a request via our customer service form.

If you are in Canada and were charged a duty at delivery, please submit a request via our customer service form—this was an error and we will refund you. 

EU/UK - We are nearly at full fulfillment in the EU, and will begin UK fulfillment soon. We chose to fulfill EU first because we expected EU customs to create more hurdles (and customs did not disappoint). 

We're disappointed in how long it's taken to start UK deliveries. We're communicating with the warehouse multiple times a week to ensure everything possible is being done to start shipments within the UK. Currently, we've been told that widespread sickness among their team is the reason the start of UK fulfillment is being started later than expected.

We love every single UK backer and we want nothing more than Moonrakers to be on your table. We totally understand your frustration—because we feel it too. We'll be updating you weekly in campaign updates until fulfillment is complete.

NOTE FOR EU BACKERS: We've discovered that in many cases during customs inspection, your games are repacked without any protective packaging. This has lead to some cases of damaged deliveries. If your box was delivered damaged due to this repacking (or any other reason), please submit a replacement ticket using our customer service ticketing form.

There are some packages being held indefinitely at EU customs for unknown reasons. If your package is one of these, know that we are working to find a solution for release as soon as possible. We will update you again next week.

The EU is getting closer to completion but still has orders outstanding. We will send a 100% fulfilled update when it is complete and if you are still missing your order you can submit a request via our customer service form.

Asia/ROW - VFI is beginning shipping to hubs in our various Asian and ROW regions. You will get tracking once the game is shipped from an individual hub.

AUS/NZ - Fulfillment is nearly complete. The original shipment from Panda to Aetherworks was missing a few items and we're currently in the process of having those missing items redirected to Aetherworks so that they can complete fulfillment. We will send a 100% fulfilled update when it is complete and if you are still missing your order you can submit a request via our customer service form.

Box Organization Guides

 The Titan box is big and has many components inside, so we made some graphics to help you organize it!

Here is a guide for the icons on your stickers and which expansion goes with which corner marker. 

Here is the proper layout of the box stickers. The bottom of the image is the outer box and the top is toward the removable card tray. 

Customer Support

Kickstarter deliveries are always a very busy time and customer service can slow down due to the volume of help requests. To help provide you the best service possible (and fix your problems as quickly as possible), we are using an automated customer service form. It has guided solutions for all the most common issues that arise during Kickstarter fulfillment. Please submit all requests through this customer support form instead of using email and KS messages. If you email or message us, we're just going to send you a link to the form :).

Shipping Has Begun, Customer Support, and a Gameplay Rewind
almost 2 years ago – Thu, Mar 09, 2023 at 01:17:36 PM

SHIPPING HAS BEGUN!

The time has come... shipping has started! When we set a shipping estimate that was only 6 months after the Kickstarter campaign, we were preeeeeety sure we could make it happen. And it feels really good to have done it. Our mom told us we could do anything we want if we try hard enough, and gosh-darnit we're here to prove her right! Thanks mom.

US/CA - After being held up (literally*, like a stage coach robbery in the wild west) on the way to the warehouse via rail, these containers were the last to arrive. The warehouse began unloading them at the start of the week and have now started packing. Shipments should make their way into the postal system on Monday! There are over 8,000 orders at this warehouse, so please be patient as it will take us a few weeks to ship all of the games.

UK/EU - Shipping is underway! There's not as many orders as the USA warehouse, but there's still a ton—so please be patient as they work through getting all the orders in the mail. Reminder that these orders are shipping DDP (fancy initialism for 'we pay the taxes') and you should not be paying when they arrive. Please let us know if you run into any issues with duties. If you are having problems with your tracking number, sometimes it can help to use the UK DPD site, but it will depend on your carrier.  https://track.dpd.co.uk/ 

AUS/NZ - Shipping is underway and tracking should be on it's way to your email inbox—if it's not there already!

Asia/Rest of World - Packing has begun and games will be shipped in early April! VFI ships these games and their process for dealing with customs takes a lot longer than other regions.

Customer Support

Kickstarter deliveries are always a very busy time and customer service can slow down due to the volume of help requests. To help provide you the best service possible (and fix your problems as quickly as possible), we are changing how we approach customer service by using an automated customer service form. It has guided solutions for all the most common issues that arise during Kickstarter fulfillment. Please submit all requests through this customer support form instead of using email and KS messages. If you email or message us, we're just going to send you a link to the form :).

Gameplay Rewind

During the campaign Zac, Max, and Austin recorded a couple of gameplays that featured first Binding Ties and Overload, then Overload and Nomad. While all of them can be played together (and are even encouraged to be), we split it into two videos to help show off what they each add to the game. After playing with Overload, you will see why it's in both videos - it's never leaving our decks at this point!

We thought a look back at these games would be a great way to get excited about getting your Titan boxes!

Join the Moonrakers

We attended Tennessee Game Days in our hometown last weekend and it once again reminded us that our community is what makes creating games so special. We would love to get to know you better and hope you will join our Discord community. 

It's a place to talk about all kinds of Board Games and activities, not just IV's, and is also the fastest way to get rules clarifications, usually directly from the creator's mouths... or at least fingertips. 

If Discord scares you, just think of it as a chatroom or a slack channel, but way cooler and with zero pressure. We hope to see you there!

*not literally