Physical Rewards Status Update and Shipping Issues FAQ (Bonus: Collector's Edition Unboxing Video!)
Posted by Owlcat Games (Creator)
Dear Pathfinders,
First things first: we are finally
reaching the end of our shipping campaign! This week we've shipped the last batch of regular boxed editions - around 200 copies. As for Collector's editions, there are about 300 of those left. Our estimate is that 99% of all physical rewards should arrive to their rightful owners in about a month, with the majority arriving in two weeks. If you suddenly realized that you had purchased a regular or Collector's boxed edition and forgot to give us your address - no worries, we'll send you your stuff! More on that later.
We are deeply sorry that it took us so long to deliver your physical rewards. Even though we knew that manufacturing and international shipping are quite complicated affairs and did our best to plan accordingly, we were unable to anticipate some of the pitfalls, and as a game developer, we didn't have a person on board who had the necessary experience to warn us in advance.
Another reason for this delay was that some of our manufacturers were unable to meet the deadlines that we had initially agreed upon. We do not wish to shift the blame on anyone - it was an otherwise perfectly productive and harmonious relationship, and we should have planned in more time for such a turn of events. Still, we have to admit that this didn't exactly help things out either.
Finally, a whole host of problems came about because we weren't shipping from Europe or North America. To our knowledge, we are the first Russian studio to offer extensive physical rewards on Kickstarter, and in a way, we had to break new ground, dealing with unique customs and international import law issues along the way.
Shipping Issues FAQ
All throughout the shipping campaign, we've stayed in contact with you via our e-mail and social media, as well as the comment wall on Kickstarter, and we have received many appalling reports of damaged boxes, packages held in customs, extra taxes and fees and other shipping-related problems. We wholeheartedly apologize for any frustration that these or similar issues might have caused you, and we'll do our best to remedy them. Here's a quick FAQ for you:
Q: I've just remembered that I haven't entered my shipping info on your site! Is it too late to get my stuff now?
A: Of course not! Just log into your account on owlcatgames.com and enter your shipping info there. Be sure to let us know via
team@owlcatgames.com! We'll send you your stuff as soon as possible.
Q: My physical rewards have arrived in a subpar condition (damaged box/broken miniature/missing items...)!
A: Please, send an e-mail to
team@owlcatgames.com, attach photos of the damage and describe what's wrong. Be sure to include photos of the packaging and the exterior of the box. We'll send you a replacement.
Q: The customs office is holding my package.
A: Send us an e-mail to
team@owlcatgames.com, describe the issue you're having and attach scans of any communications you've had with the customs office.
Q: The customs office or shipping company is charging me extra fees for the shipment!
A: This is one of the issues that arose due to us shipping directly from Russia. Some countries' laws demand that a tax be paid for imported goods if the cost of said goods is higher than a certain designated amount. We are deeply sorry for this. As a token of our gratitude, we'd like to offer you a free download of the Premium Digital Edition of our studio's next game, including all the special in-game and out-of-game digital rewards. Your name will be included on a special list so that we can inform you when our next title is revealed, give you access to the beta, and send you your keys as soon as the game is released. Just send us an e-mail with the scans of the invoice you received.
Q: My issue is not on this list!
A: Don't worry, we'll come up with something! Just send us an e-mail (yep, you guessed it,
team@owlcatgames.com), and we'll see what we can do. While we try to monitor the comment section on Kickstarter, only sending an e-mail guarantees that your issue will be addressed in the quickest and most efficient manner.
Bonus Video: Unboxing a Collector's Edition!
So, with business stuff out of the way, we can finally show off a little something we filmed a few days back! Ever wonder what our Collector's Edition carboard box looks like, and what it has inside? Well, wonder no more - here's an unboxing video for you! We hope you like it!