Spiral Galaxy shipment has arrived!
over 3 years ago – Thu, Oct 15, 2020 at 09:25:47 PM

Hi folks! The shipment sent to Spiral Galaxy has arrived and international fulfillment will be starting up again! 

Spiral Galaxy has estimated that fulfillment will be complete by the end of October! Our next update will be on November 3rd. If you have any questions or concerns about your order, please email us at [email protected].

See you next month!
Maggie

Fulfillment is almost complete!
over 3 years ago – Wed, Oct 07, 2020 at 03:03:06 AM

Hi everyone! Maggie here with your October update! This update is all about fulfillment and customer service!

North American Fulfillment

We are happy to report that North American fulfillment is complete! This means that all orders for this region have left our facility, though some orders may still be in transit.

There are a handful of orders that were only partially fulfilled due to damaged playmats. These backers have been contacted by us via email. We will complete these orders as soon as the new playmats arrive in 1-2 weeks and send an email informing backers.

International Fulfillment 

The Spiral Galaxy shipment, which contains a restock of some items as well as the Broken Token products, is expected to arrive at their warehouse this week! As soon as the shipment arrives, they will contact us to let us know when fulfillment has started again, and we will post an update letting everyone know!

Customer Service 

This is a friendly reminder to please email [email protected] if you have any questions or concerns about your order or this campaign. This is the best way to communicate with us regardless of what region you are located in.

We will update everyone once international fulfillment has started up!

Maggie

Fulfillment, Broken Token Crate, and Customer Service update!
over 3 years ago – Thu, Sep 17, 2020 at 11:33:23 AM

Hi everyone! Maggie here with a brief mid-month update on fulfillment, The Broken Token crate, and customer service.

North American Fulfillment 

The Canadian freight shipment that contains all Canadian orders has been received in Canada, and as you can see from the main comment page, people are already receiving their orders! Tracking information should have been emailed to Canadian backers once the package was scanned into the Canadian SmartPost facility, if you have not received tracking information yet and you are a Canadian backer, please email [email protected] and Katie, our amazing Customer Service Manager, will look into your order.

We are on the last 10% or less of US fulfillment and still on track for our estimated mid-October completion date.

We do want to let everyone know that once an order leaves our facility we have no control over how quickly it arrives. In the US specifically, orders are taking longer to arrive due to COVID-19, the state of the US Post Office, and the large forest fire that’s burned well over 3 million acres so far. We will do our best to answer any inquiries about order statuses, but we cannot affect an order once it has left our warehouse.

International Fulfillment

The restock shipment for Spiral Galaxy left our warehouse in the last week of August and arrived at their freight forwarder on September 4th. We are not able to track the order once it arrives at the freight forwarder, but it should be on the ocean by now and we will have more information in our October 6th update.

International fulfillment is at a standstill until the restock shipment arrives at Spiral Galaxy’s warehouse.

The Broken Token Crate

We have seen reports in the main comment section and through email that Step 1 of the Crate Lid is inaccurate.

The orientation for the bottom two pieces of the lid top are upside down in Crate Lid 1 diagram - if users follow the directions exactly, the element symbols on the top piece of the lid will now be flipped horizontally. So, we recommend dry-fitting the lid in place to make sure it looks right first before gluing everything in place. With a little care, you’ll get the look you want from it!

Customer Service 

We are receiving a lot of customer service emails during this time, which is expected when a Kickstarter is in fulfillment, and we are answering them as quickly and efficiently as possible. If you have a question about your order, please email [email protected].

We ask that everyone please be respectful and courteous when reaching out; crass and inappropriate language is unacceptable, and will not get your message responded to any faster.

Thanks, everyone! We’ll update you again on the first Tuesday of October!

Maggie

Worldwide fulfillment, The Broken Token, and more!
over 3 years ago – Thu, Sep 03, 2020 at 12:10:18 AM

Hi folks! Maggie here! Welcome to your September update! Today we are going to cover fulfillment in North America (GTG fulfillment) and Europe, Australia, Asia, etc (Spiral Galaxy), the updates to The Broken Token insert and crate, issues with additional fees, and stinky tokens.

GTG Fulfillment 

North American fulfillment is well underway!

We are in the process of building all Canadian orders, which will then be freight shipped to a FedEx depot in Canada. Although we are currently working on Canadian orders, backers will not receive a shipping notification until the orders are received at the FedEx depot in Canada. Right now, we are around 80% complete with these orders and we are expecting to complete them within the next two weeks! We estimate the freight shipment will go out by the end of September, if not sooner!

US fulfillment is over 50% completed! This fulfillment is done in batches with assembly lines set up in our warehouse based on what items are being shipped out, allowing us to operate faster and more accurately. As we get further into fulfillment, orders get more complex and take more time, but we are still on schedule for a mid-October completion!

Spiral Galaxy Fulfillment

Spiral Galaxy’s fulfillment is also well underway!

Their warehouse uses a similar process to ours for fulfillment, and all orders that could be complete have been shipped at this time. They are now waiting for a freight order from the US to arrive in order to complete the rest of fulfillment. The shipment left our warehouse last week and should arrive within 3-4 weeks. Once it has arrived at Spiral Galaxy, they’re estimating fulfillment to be complete in mid to late October, right behind US fulfillment!

Broken Token Insert and Crate

We’ve seen several comments about the changes to The Broken Token Insert and Crate. We would like to apologize for not communicating these changes sooner. This is our first time collaborating on a Kickstarter like this and it is a lesson learned on our part. That being said, we want to thank our friends and business partners at The Broken Token for all of their hard work and for jumping in the comments to answer questions when appropriate.

The Broken Token Insert was designed to fit inside of the Spirit Island core game box, or the Spirit Island: Jagged Earth box with lid lift. The initial estimates for lid lift was around 3.175 cm, and the final version is measuring at 6 cm. The increase in lid lift was necessary to fit all of the components, but we understand this is quite a bit different than the prototype.

There have been some changes to the layout of the insert itself, which can be seen in the video below.

We understand that a number of backers would like refunds for the insert due to the larger lid lift, and they are available. Backers will need to ship the insert, or returned item, to our warehouse, provide us with tracking information and then we will be able to issue a refund. Please email [email protected] to start the refund process.

If your insert or crate has not arrived to you yet, we will not be able to stop the shipment.

Additional Fees 

We have received a few reports from backers in countries that are within the European Free Trade Association, and the European Economic Area of additional shipping, VAT, or customs fees. After talking it over with Spiral Galaxy, we have determined this is due to regional duties that we did not charge for in the campaign or pledge manager. These additional fees will be the responsibility of the backer.

We apologize for not noticing these fees sooner and mentioning them in the shipping section, but we will ensure they are noted in future projects.

If you have any questions or concerns regarding additional shipping charges, please contact us at [email protected].

Stinky Tokens

We have had a handful of comments come in about some sets of the Spirit Island Premium Tokens having an unpleasant scent to them, or to the box. Our best solution to this issue is to let the box air out if possible, or put some baking soda in the box and let it sit for a day or so.

We have let our production team know, and we will try to fix it in the future.

See you all next month and in the comments!

Maggie

Spiral Galaxy Fulfillment Update
over 3 years ago – Sat, Aug 15, 2020 at 02:25:08 AM

Hi folks!

This is an update for all of our non-US and Canada backers about fulfillment!

Last week it was pointed out in Kickstarter comments and on BGG that some of the shipping addresses had incorrect information. We have been in contact with Spiral Galaxy Games to resolve this issue, and they have collected and updated 400+ backers information so far. We ask that backers please review the email sent by Spiral Galaxy Games over the past two weeks, and follow the instruction in the email to update their address if needed.

Spiral Galaxy Games' fulfillment has begun, and we will have an update on fulfillment everywhere on September 1st.

If you have any additional questions or concerns, please reach out to [email protected].

See you soon!

Maggie