WE'RE SHIPPING!
over 1 year ago – Thu, Dec 01, 2022 at 02:03:57 AM

Hello Backers! 

We have incredible news for you all! We have officially started the shipping process! AHHH! We did it! Here’s everything you need to know! 

Orders are SHIPPING! Here’s what to expect: 

Today, we sent 100 orders through to processing as a little test batch to make sure no errors occurred before we send the rest out. It can take a few days after orders have been sent through for them to be packed and shipped but they are officially in queue to be boxed up and sent your way.  When your order is processed, you will receive an email from BackerKit with your tracking details - all orders will receive a tracking number.

All orders should be sent out within two weeks so long as you have paid for your shipping. If you have not paid for your shipping yet, please edit your details in BackerKit before December 2nd (we will be collecting the remaining payments on that day). If we are unable to collect your shipping then, your order will be delayed from shipping until payment is collected. 

BackerKit Shipping Payments

If your card was declined when BackerKit attempted to charge you on November 25th (a week earlier than we had planned), our rep has let us know that the system will keep trying to retrieve the charge until it goes through so it’s best to remove the card until the 2nd if you don’t have the funds until then.

If you are not ready to be charged on December 2nd, just let us know. (email [email protected] - please include “HOLD BACKERKIT CHARGE” in the subject), we will forward your details to BackerKit and have a hold put on your card until you are ready. Please provide a date in which you would be able to receive that charge.

If you were someone who pre-ordered your goods and were having problems updating your card information, you should be able to change it now!

Original Drawings 

If you ordered an original drawing, it is being sent out separately from the rest of your items directly from Luna within the next week (so long as your shipping has been collected). 

EasyShip Shipping Refunds

I touched base with our rep at EasyShip yesterday after asking for confirmation that all refunds have been issued and he said the following; 

“Refunds do typically take 7-10 days from Stripe. I've seen them go through earlier before but I can't confirm the exact date. We were delayed a bit by having to confirm all of the backers who do not have access to their cards and remove them from the list but backers should be able to get fully refunded by early next week”.

For those of you who no longer have access to your credit card and have informed us about that, we will be in touch within the next 48 hours with details. 

Just for your information, our rep at EasyShip has informed us that refunds through Stripe will still (mostly) go through even if you no longer have access to the credit card that you paid with. Please read the following blurb from Stripe’s policy HERE for more info on that. 

If you have already received your goods, you will not be receiving a shipping refund unless you were one of the backers who was overcharged for shipping who are on our partial refund list.

Incomplete BackerKit Surveys

There are still people who haven’t filled out the very first survey despite multiple reminders. If you are one of those people, please fill that survey out as soon as you can! If, for whatever reason you have not received or are unable to find your survey, please reach out to [email protected] with the name associated with your KickStarter pledge so we can get you your link. 

Address changes

If your card has been charged, your address has been locked. If you need to change it, contact us IMMEDIATELY at [email protected] as orders are officially shipping and once your shipping label is printed by the fulfillment center there is no way for us to change it anymore. Please put “ADDRESS CHANGE” in the subject line so we can prioritize your email and update your address before your order ships. 

Refunds

Thank you for your continued patience getting this handled, we will be reaching out to you at the end of December and should be beginning refunds then. This includes both full order refunds and partial EasyShip refunds on orders that have already shipped. 

THANK YOU!!!!

The end is in sight. And it is both extremely exciting and an absolute relief that things are finally working out. The next couple of weeks are going to be very busy for us as we focus on logistics and answering all your emails to make sure this last stretch goes as smoothly as possible. 

If you have any additional questions, please forward them to [email protected]

Much Love,

Luna & the team

BackerKit has issued an apology!
over 1 year ago – Tue, Nov 29, 2022 at 03:35:32 AM

Hello Backers, 

As promised, I have been in contact with our representative at BackerKit seeking an explanation for what happened in regards to them charging our backers for shipping before December 2nd when we said you would be charged. 

We also requested a public apology and this is what he said;

So there you have it. The contact for BackerKit customer support is linked in the last photo and HERE if you should need anything else.

EasyShip Refunds

In a previous post, we told you that if you hadn’t received your refund by today, to reach out to EasyShip. Well, EasyShip has sent everyone back to us who has reached out for assistance so I emailed our contact asking for an email that backers could reach out to for assistance with credit card transactions (since we have no access to that information) - they have yet to provide one. I have been assured that the refunds have been issued so I think it comes down to individual card processing times. Cards generally take 7-10 days to process which means everyone should have their refund by Friday.

I will keep on top of EasyShip and if I get a hold of an email address you can contact, I will post it in the comments below! We have received confirmation from some backers that their refunds have come through so we know they are happening! 

Those who no longer have access to the cards they used to pay for EasyShip shipping fees

If you have not contacted us yet, please send us an email to [email protected] as soon as you can within the next 48 hours.

If you have already reached out to us, then your name is on a list and we will be reaching out to get you taken care of very soon. 

And finally, we will start shipping somewhere between December 1st and December 3rd!!! We will post an update as soon as we have that date specified.  

Thank you again everyone!

BackerKit Charge
over 1 year ago – Sun, Nov 27, 2022 at 07:54:30 PM

Hello everyone,

A backer reached out to Luna earlier this evening to let us know that BackerKit charged their card for their shipping today. After investigating this, Luna discovered that BackerKit UNBELIEVABLY did in fact attempt to charge everyone today. We are in sheer disbelief right now and have sent an email over to our rep and to their "urgent" line demanding an immediate explanation. 

While some of you might be okay with this happening, this is NOT what we promised and it is NOT okay that BackerKit did this. Our email communications were very clear with our rep and they even confirmed specifically in an email that they would come in and charge your cards on December 2nd. We have no idea what happened here, our rep is normally so on top of things but you best believe we are going to find out.

We apologize PROFUSELY for any issues this has caused and you can rest assured that we are going to work to resolve any issue that comes up because of this. It is Thanksgiving weekend in the USA so I don't expect to hear from them before Monday but if I do, I will comment below. 

Final information before the BackerKit charge
over 1 year ago – Thu, Nov 24, 2022 at 10:08:55 PM

Hello Everyone!

We wanted to post an update to answer some questions that we saw come up after the email notification went out from BackerKit;

Address Changes

BackerKit apologizes, they took a little longer than they should have to allow you to change your address details but you can change them now! If you reached out to us via email or through Kickstarter and provided your address, it has been changed but please verify that everything is correct before payment collection day which is December 2nd, 2022. 

Payment Collection

Payment collection will be on December 2nd, 2022 from the card that you have on file with BackerKit. If you are unable or unwilling to be charged on that day, please email [email protected] and let us know what day you would like to be charged. We will be passing that information over to BackerKit and they will change the charge date for you (any time after Dec 2nd).

Friendly reminder to make sure that your card information is up to date before then.

Shipping Costs

It came to our attention yesterday that there were some issues with shipping charges for those in France and some people with military addresses. We apologize for this and are adjusting those now. If you notice that your shipping fee is a lot more than what you initially paid or is astronomically high, please reach out to us at [email protected]. (I.e. Initially paying $15 and now being charged $65) Also, keep in mind that prices were initially in US dollars and are now in CAD so a difference of a few dollars can be expected as the US dollar is a lot stronger than the CAD dollar.

When calculating your shipping, we had to manually create all the shipping charts and a few areas unintentionally ended up in the “rest of the world” category which is the highest rates we have. So we do apologize if you accidentally landed in that category - if your rate seems really off, again, feel free to reach out so we can look into it. 

We are really grateful to those who reached out to us about this and we are really happy that we have the time to make sure things like this can be corrected before the charge date so thank you!

I believe that’s everything, if you have any additional questions, please put them below or email us at [email protected]. 

Thank you so much! We are so close! 

P.S. Don't reach out to EasyShip for customer service, it has become clear that they are unable to assist you. I emailed them yesterday and asked for the email of someone you could contact with questions regarding card payments since we have no access to your card information in EasyShip and they haven't replied as of now. So for now, we just need to problem solve together! 

Final Steps
over 1 year ago – Sat, Nov 19, 2022 at 04:04:32 AM

Hello everyone,

We have just been informed that the EasyShip refund process has begun for those of you who had already paid for your shipping. Please keep in mind that it may take a few business days for the transaction to show up on your card.

If you paid for shipping but your card expired;

After our last update, if you sent us an email to inform us of your expired card, your information has been forwarded to EasyShip (even if you didn’t receive an email reply). Despite asking them several times, they haven’t told us the exact process they are going to use to refund you. Based on our understanding, a member of their financial team should reach out to arrange the refund. If nobody has reached out to you by November 23rd, 2022, please contact EasyShip’s customer service team HERE (select "other queries" and fill out the form) with your full name, the email address used at the time of paying and let them know that you are a backer of The Octopus Tarot by Luna Charlotte Art awaiting your refund. You should also contact them directly if you missed the last update and have NOT contacted us about your expired card. 

For EVERYONE;

If you don’t see your refund by Wednesday November 28th, please reach out to the EasyShip customer support team HERE (select "other queries" and fill out the form) with your full name, the email address used at the time of paying and let them know that you are a backer of The Octopus Tarot by Luna Charlotte Art.

On Monday, November 21st we will send out the BackerKit notification emails. When you receive those emails you will be able to change your address and card information. Emails will also contain your shipping cost and the date cards will be charged (we are planning for December 2nd to give you plenty of notice). Please verify that your information is correct before the collection date.

Shipping should begin within a few days of receiving your payments on BackerKit.

Thank you so much for all your patience and support with this, I’m beyond excited at how close we are to having your decks in your hands.

Love,

Luna