Canadian Fulfillment
about 4 years ago
– Tue, Feb 25, 2020 at 11:00:46 PM
We wanted to give a quick update on the situation. As of now, Interfulfilment has all of the Canadian product, so this means the games are in Canada and should be going out shortly. They need to check the inventory for damages and prepare it for shipping, then fulfillment will begin. Once this is all complete, we will let you know.
Additionally, we've had a few orders in the US not ship for various reasons. We're going through them to get each one squared away. It'll take a little time, but we should be able to resolve all the issues brought to our attention.
Thanks again for the support!
Canadian Shipment Update
about 4 years ago
– Tue, Feb 11, 2020 at 10:03:18 PM
Hi guys, just a quick update about Canadian fulfillment.
The inventory being freighted took a little longer than anticipated to get put on pallets and prepared for shipment. We have been told that this is now complete so we are now arranging for a company to pick up the freight and deliver it into the hands of Interfulfilment. Once they receive the games, it should almost immediately begin shipping out to you.
Thanks again for your patience!
Canadian Update/CardWeaver Preview
about 4 years ago
– Wed, Jan 29, 2020 at 11:32:32 PM
Hey all,
Thankfully, we've made some great progress on the Candian fulfillment issue. We've signed an agreement with InterFulfillment, a fulfillment company based in Toronto to complete Canadian fulfillment for us. We've sent over all the backer information, so they are in the process of preparing for the inventory.
We are currently arranging the freight and customs brokerage, and we expect the freight to be picked up by the end of next week. We will send out another update next week with the status of the freight itself, along with our next steps and timeline to complete Canadian fulfillment.
We're rapidly solving any left over issues with American fulfillment as well. If you have any questions about your package, please keep in touch with Andrew, as so far he's been able to track down issues and get them fixed where need be.
On a final note, there has been some discussion among backers about our upcoming project CardWeaver. We wanted to share the preview page here so that we could answer any questions or apply any feedback that comes in from you all before we launch. The preview page is also a great way to be reminded of the campaign when it goes live, you can save the preview page and you'll be notified once the project launches. Please let us know what you think using the CardWeaver preview's feedback function.
https://www.kickstarter.com/projects/odampublishing/cardweaver?ref=358whw&token=a5f37ffb
Thanks all, and speak to you soon!
Canadian Fulfillment/Other Fulfillment Questions
over 4 years ago
– Mon, Jan 20, 2020 at 09:47:42 PM
Hey all. An update on the Canadian fulfillment situation. As mentioned by backer Jason in the comments, for some reason Canadian fulfillment has been having some issues across multiple campaigns, and we're not excluded from that. Our initial Canadian fulfillment plan ended up recently falling through. We're currently working on getting new quotes and trying to set up a different plan, but it's been going slower than we expected. We've reached out to a few different companies and are waiting to hear back, and we'll let you know when we have a plan in place and when things will start moving forward.
As far as the delay in getting this information to you, I (Matt) need to take responsibility for that since I've been handling fulfillment. Without going into too much detail, I've been very sick the past couple of weeks, which has made both communicating about and resolving this issue harder than it should have been. I know that this is no excuse and that I could have done more ahead of time to prevent an issue like this, but I hope it does at least explain why information has been scarce. I think that Andrew has been doing admirably considering he had to field a lot of questions while not getting enough answers from me. On a final note on this subject, on top of taking personal responsibility, I apologize for the delays and confusion my absence has caused.
I ask for your patience as I continue to get back on my feet and handle any other lingering issues such as other tracking numbers.
Thank you for your understanding, and we will keep you updated with any further info.
1/10 Fulfillment Update
over 4 years ago
– Fri, Jan 10, 2020 at 11:42:13 PM
The Shared Dream Customer Service Portal is now open!
https://odampublishing.atlassian.net/servicedesk/customer/portal/3
If you're like us, you get lots of emails and messages from Kickstarter. We wanted to improve the flow of information to you guys when there's an issue, so we've opened this webform to make it easier to request replacements and other information.
If you need replacements, please click the above link and follow the replacement instructions. Since fulfillment is still underway, replacements may start out slow, but by using the customer service portal, you will know that your request was received, how it's being worked on, and when it's being shipped out (with tracking information.)
As far as fulfillment, here's some updates:
EU/Australia/ROW: Most of these packages have already been sent, with about 10 remaining that needed further information or special instructions. Those last 10 should be sent out by the end of next week. We're also aware that some packages have arrived before their tracking numbers, so while your package is displayed as shipped on our end, your tracking number may not have arrived. If you do not have a tracking number, choose the 'I don't have a tracking number' option and fill out your information. This will allow us to investigate and manually provide you with your tracking number if possible or explaining your package's status if necessary.
USA: Another huge chunk of American pledges went out this week. A lot of them finished processing this afternoon, meaning a whole bunch of tracking numbers will be pushed on Monday. This upcoming week will be one more big push, and then after that we will work with you directly to track down any straggler tracking numbers using the customer service portal. We would also recommend whitelisting ODAM Publishing in your email, as the tracking numbers will be coming from 'ODAM Publishing LLC' rather than directly from a specific carrier.
We ask for your continued patience before sending in a help request for a US tracking number. We'll have another update by the end of next week when we've been told all the packages have been assigned.
Well, that covers it on our end. We hope you have a great weekend full of Kickstarter packages rolling in!
