Urgent message
almost 2 years ago – Sat, Jun 18, 2022 at 06:37:56 PM

Hello everyone,

Let’s get right into it.

Canada

A few of you still have not paid for your shipping, please do so! All of your beautiful items are just sitting here, waiting for you!

USA/Europe/South & Central America

We are waiting for our freight to be picked up from our fulfillment center which will happen at the end of next week. The shipment is being sent by air so transit time shouldn’t take too long!

We will let you know when the shipment arrives at our LAX facility. In the meantime, please pay for your shipping so when the items arrive, we can buy your label immediately.

If you are waiting for a link to pay for your shipping and you have contacted us, don’t worry, EasyShip will be working on getting those links out to you very soon! Now that we are closing down operations in HK, they will have time to focus on this!

Address changes are no longer being accepted. If you have contacted us with an address change request, we have made a list and sent it to EasyShip, they will get that sorted out for you!

Australia/Asia/Africa

To be honest, there have been a lot of issues with our HK fulfillment center (literally endless problems), EasyShip and with couriers in the area, that’s why some of you are having to wait so long to receive your orders.

Our Ops manager is getting on a call tomorrow morning with our contact at EasyShip to go through each order to try and push them through and to problem solve until everyone who has paid has a label.

When you receive your tracking information, you may notice that the courier isn't what you chose. If that is the case, it is because we had to change it for you. We have had a problem with SF Express specifically.   They have rejected 13 labels so far saying that there is a problem with your address. There has been no resolve for this so we may have to change your courier. If you chose the cheapest option and what we need to choose is more expensive, then EasyShip will pay the difference.

If you never received a link and are in this category, you won’t be required to pay anything additional for shipping from Canada. If you have already contacted us about never receiving a link, it is possible that you will receive one tomorrow but if it isn’t paid for by Friday morning, it won't go through.

For those of you who haven’t paid for shipping, you were sent a reminder to pay today. If you do not pay in the next 24 hours, your items will be sent to Canada and you will need to pay for shipping from Canada to your country. We are closing down our operations with HK next week!

We have received some messages asking why we haven’t been replying to comments here and I just wanted to let you know that it isn’t intentional, we just haven’t had the time because we are so focused on problem solving to make sure everyone gets their items.

That’s it! Thank you for your continued support, we are very excited to get this campaign completed and are working around the clock to make sure that happens!

I cannot wait for you ALL to have your orders!! This has been an incredibly trying experience. Your continued support and patience means the world to me!

Thank you all!

Luna

Exciting news and important updates!
almost 2 years ago – Thu, Jun 09, 2022 at 03:56:48 AM

Hello everyone!

Myself, my team and everyone in between has been working around the clock to get final issues taken care of but there is a lot going on and a lot of moving parts so please make sure you read this whole update to know where we are at with everything!

EasyShip Links

If you have already contacted us about missing EasyShip links, please do not contact us again. We will get you your link.

I know this seems like an easy fix from the outside, but unfortunately, this is not something we can do ourselves and is a lot more complicated logistically than just sending out a new link. We have to wait for EasyShip to take care of it. Where EasyShip is concerned, there are some backend issues that still have to be dealt with before links can be sent out but the issues are being worked on daily. We expect new links to go out within 2 weeks. We will update you again when that process begins.

If we could send you your links immediately, we would.

If you have not received an EasyShip link and have NOT emailed us about it yet Please fill out this form. 

This is the most common issue we are receiving and this will help us collect all the information we need more efficiently to get your link issues resolved.

Canada

Most of you have received your items, I hope you absolutely love them!

If you haven’t received your items yet, it’s because you haven’t paid for shipping or you have contacted us about an address change and we are working on getting you a new link (we have to wait on EasyShip to do that).

If you haven’t paid for your shipping yet (there’s over 20 of you), please do so! Reminders are being sent out weekly!

 USA, EU, UK, South & Central America 

We have FINALLY found a freight solution to our problem and are applying for the necessary documentation to get the remainder of the products from HKG to LAX. We expect everything to arrive at our LAX facility for processing within 2 weeks as long as everything goes smoothly.

ADDRESS CHANGES:

That being said, you have 48 hours to get us any last minute address changes. Although orders might start arriving as soon as the end of June, to be safe and make sure you receive your order, we need you to provide an address you will have access to July onwards. If the address we currently have on file for you will not be accessible, please send an email IMMEDIATELY to [email protected] with “Shipping Address Change USA” as the title. If you have already contacted us, don’t worry, you will be taken care of on our end.

 Australia, Asia, Africa and everywhere else

The vast majority of you should have received your orders by now, but there is still a chunk of you who haven’t. There was a back-end issue that needed to be resolved that will be taken care of tomorrow.

So long as it all goes smoothly, this means your orders will be on their way to you this week.

IMPORTANT NOTICE FOR THE PEOPLE UNDER THIS HEADING;

If you have not paid for your shipping yet and do not pay for it within 2 weeks, unfortunately we will have to relocate your items to Canada. This means you will need to pay for shipping from Canada to your home country AND your order will be further delayed. Securing our fulfillment centers costs money and we can’t keep paying rent for a handful of orders.

A message for everyone

Please note that our customer service team is only two people. The vast majority of their day is taken up by responding to emails and messages across platforms. We are dealing with thousands of orders and there are hundreds of people that either need a link or an address change. If you contact us with an issue or a question, it takes them time to investigate the issue and find a solution.

As an example, if you have to change your address after you have paid for shipping, we can’t change it for you. Your details need to be sent to EasyShip for a change to be made. We only have one person at EasyShip working on our shipping, and unfortunately, he is dealing with a lot of back-end issues and is constantly trying to solve things that come up. He has to do all of this manually and on his own so all we can do is wait. Most issues are out of our control and cannot be rushed as rushing could create further issues.

We will be making an entire additional update later this week on how and when you can contact us about different issues so we can create a more efficient way of addressing your questions and concerns! Please hold your questions until you see that update unless you are under the USA, EU, UK, South & Central America label and need to contact us for an address change.

That’s it for today! We’re almost there! I promise you that we are doing our best to get everything taken care of but this process is very tedious! I appreciate your constant support and patience!

Love always,

Luna

Good News!
almost 2 years ago – Sat, May 28, 2022 at 04:44:55 AM

Hello everyone!

This last week has been a really productive one and I’m so excited to share where we’re at!

Canada;

If you have paid for your shipping, it’s in a box and on it’s way to you! Some of you have already received them! Yay!

Pick-up orders are ready for you to stop by and grab at Elysian Alchemy on 9th Ave in Calgary. You should have received an email about it too - but swing by anytime during their hours of operation and give your name to whoever is working!

If you haven’t received a notification that your deck has shipped yet, please;

• Check that you have paid for shipping through your EasyShip link (there are about 40 of you for whom we are still waiting on your shipping payment for)
  
• If you have paid for shipping but needed your address changed, we are still waiting for EasyShip to update it on their end before shipping out your orders (unfortunately the system doesn’t let us do it from our end after payment has been processed).
  

USA/Europe/South & Central America;

We are SO CLOSE to being able to start shipping. The fulfillment center has almost everything they need to box up your orders and send them on their way…

That is, with the exception of a handful of boxes (13 to be exact) that we have run into some issues relocating from the Hong Kong fulfillment center. We are doing everything in our power and have been exploring all of our options and hopefully, we will have all this sorted out in the next week or two.

To be totally transparent with you all, dealing with this fulfillment center has been one of the most challenging parts of this campaign. The moment contracts were signed we started experiencing endless communication issues, their mistakes and miscommunication have cost me thousands upon thousands of dollars that didn’t need to be spent. And now relocating the stock they are taking us through a complicated process that wasn’t necessary to import any of our other goods, in combination with their delays meaning we require faster shipping, right as prices shot up for shipping from China due to Covid. So that’s what myself and the team have been navigating these last few weeks and what we are currently trying to find a solution for.

Australia/Asia/Africa;

Almost all your orders have been shipped out, I believe a lot of you have already received them! Yay! The only exception is the people who had signed items or prints - those are en route to Hong Kong as of a week ago, they should arrive within the next week or so to our fulfillment center, and from there they will be sent your way immediately!

There are a select few of you who still haven’t paid your shipping - if that’s you, please do so as soon as you can so we can get you your items!

I haven’t received my EasyShip Link!

After our last update, we received an influx of emails about the links. Turns out there was, oh surprise, yet another system error of some sort where a lot of you got missed. This is why it’s taking us a while to get back to you!

If you have ALREADY contacted us about your missing link - even if you haven’t received a reply yet, you’re on a list and EasyShip is working on getting you your link. No need for you to contact us again, this only delays our ability to respond so please don’t send messages on multiple platforms.

If you have not received a link and you HAVE NOT contacted us about it yet - please email [email protected]

Thank You!

That’s it for this week! Thank you all for your ongoing patience and support. This project has been no easy task, but seeing some of you starting to receive your decks is starting to make it feel like we are almost through to the other side and like it was all worth the challenges and effort.

Thanks for being here :)

All my love,

Luna

Shipping has begun for…
almost 2 years ago – Tue, May 17, 2022 at 06:37:15 AM

Hello again everyone!

We’re excited to share that we have a whole lot of progress to share with you all!  Scroll down and find your location and we have broken down the common questions we’ve been getting based on your area.

Canada

We are really excited to let you know that all of the items that we outsourced are in customs and are undergoing the clearing process in Vancouver, BC! Orders with NO tarot decks or pocket decks are shipping this week as we have everything for these. The rest of the orders, so long as there are no further customs delays, should start shipping next week. Yay!

Local pick up

As soon as your items are boxed up and dropped off at our pick-up location, I will send out an email to those who chose the local pickup option and invite you to head on over to get them! The pick-up location is Elysium Alchemy on 9th Ave SE (this will be in the email too).

EasyShip Questions

If I paid for my order the first time you sent links, will I receive another link?

For those of you who paid for your shipping via EasyShip the first time links were sent out, your items will be shipped as soon as the stock is available - you don’t need to do anything else at this time and you will not be receiving a new link.

I still don’t have my link

If you still haven’t received your link and haven’t paid for shipping, please contact us at [email protected]. If you have already reached out about this, know that we are working on it and your name is on our list. There have been numerous EasyShip issues that are being worked on by our entire team and EasyShip themselves but it’s taking time to resolve.

When the issue is resolved, we will send you a new link to pay.

Address changes

If you have already paid for shipping and anticipate changing addresses in the next 3 weeks, you need to let us know TODAY otherwise changes can no longer be made.

You can do this by emailing us at [email protected] with the subject line “SHIPPING ADDRESS CHANGE CANADA”.

The reason for this is that we purchase labels as soon as your order is ready to ship and once a label is purchased, your address is set in stone.

If you have already contacted us about an address change - you’re set, no need to email us again.

Card issues

For those who attempted to pay for shipping and received an error message, please contact your bank. Oftentimes if a bank doesn’t recognize the company that you are trying to purchase something from, the purchase gets blocked and you need to contact your bank to inform them that the company (in this case EasyShip) is a trusted source.

USA, South/Central America, EU, UK

Unfortunately, there has been a minor delay (shipping/COVID related) - our timeline sits at 4 weeks until we can expect our fulfillment centers to receive our items for processing. We apologize for the inconvenience… Unfortunately international business and shipping has required a lot of special licensing and import legalities that have required extra processing time that we weren’t anticipating. Most of our items are already on site in LA, however there are a few items we need to start the shipping process that are still being sorted.

EasyShip Questions

If I paid for my order the first time you sent links, will I receive another link?

For those of you who paid for your shipping via EasyShip the first time links were sent out, your items will be shipped as soon as the stock is available - you don’t need to do anything else at this time and you will not be receiving a new link.

I still don’t have my link

If you still haven’t received your link and you haven’t paid for shipping, please contact us at [email protected]. If you have already reached out about this, know that we are working on it. There have been numerous EasyShip issues that are being worked on by our entire team and EasyShip themselves but it’s taking time to resolve.

When the issue is resolved, we will send you a new link to pay.

Address changes

If you anticipate changing your address in the next 8 weeks, you need to let us know within the next 3 weeks otherwise changes can no longer be made. The reason for this is that we purchase labels as soon as the stock arrives and once a label is purchased, your address is set in stone.

If you have already paid for shipping and your address has changed or will change, contact us and we will reach out to EasyShip to see if they can make changes at this point. If you have already contacted us, know that EasyShip is aware and they are working on finding a solution.

Card issues

For those who attempted to pay for shipping and received an error message, please contact your bank. Oftentimes if a bank doesn’t recognize the company that you are trying to purchase something from, the purchase gets blocked and you need to contact your bank to inform them that the company (in this case EasyShip) is a trusted source.

Asia, Australia and everywhere else

Shipping is in motion! We are ecstatic that things are finally on the move and absolutely cannot wait for you to receive your long awaited packages. I can see that a handful of you have already received your items, wooo!

So far, the orders have been going out slowly so please continue to be patient! COVID is causing delays where shipping is concerned (in China particularly) so your continued patience is greatly appreciated!

Although things are mostly going smoothly, we are receiving a few minor system errors as we send these out so bare with us while we problem solve. Please keep an eye out for emails just in case we have a quick question that we need to ask you before shipping your items out.

For the 16 of you who have signed items (playing cards, tarot, and prints) or pin sets - we expect these orders to be ready to ship within the next 4-5 weeks - our tarot cards are currently going through the customs process here in Canada which should be complete relatively soon. As soon as tarot decks are in my hands, they’ll get signed and be relocated to HK for fulfillment.

If you have not received your EasyShip link and haven’t previously paid for shipping, please email us at [email protected]. If you have already contacted us, we have a list with your name on it and are waiting on EasyShip to look into it.

Please note that address changes can no longer be accepted for this section.

That’s everything I have for you as of right now! As soon as I have any additional information, I will let you all know as always!

Thank you for your continued love and support! We are SO CLOSE!

All my love,

Luna

Ready, set…almost go!
about 2 years ago – Fri, Apr 22, 2022 at 01:41:54 AM

Hello again everyone!

I promised that I would update you as soon as we received contact from our third parties AND WE HAVE! (Finally!) So here’s what we know as of NOW!

USA, South/Central America, EU, UK

We have initiated sending out EasyShip links as of an hour ago. We are sending them out in batches of 50 per day - today/tomorrow. Then if everything looks good and there are no issues that pop up over the weekend, we will send out the rest on Monday - so don’t panic if you haven’t received your link, it’s coming!

If priority shipping is an option for you, please keep in mind that most items are still in transit to LAX and will be sent priority once the items have been received and processed.

We have checked on the status of our shipments and it looks like most of our items intend to reach LAX within 3 weeks.

Please note that if you have made a large order, it will be split into a few different boxes. The reason for this is the cost of shipping is extraordinarily higher when shipped all in one package and some orders simply don’t fit in one package.

For those of you who ordered signed tarot decks, those still need to pass through my hands here in Canada (so I can sign them) before they are relocated to LAX for fulfillment. Please allow a few extra weeks for those orders to start shipping out. That said - please try to pay your shipping before then to avoid any further delays.

Canada

We have initiated sending out EasyShip links as of an hour ago. We are sending them out in batches of 50 per day - today/tomorrow. Then if everything looks good over the weekend and there are no issues that pop up, we will send out the rest on Monday - so don’t panic if you haven’t received your link, it’s coming!

If priority shipping is an option for you, please keep in mind that some items are still in transit to Canada and will be sent priority once the items have been received and processed.

We have checked on the status of our shipments and it looks like our items intend to reach my studio within 4 weeks. As soon as everything is here - we can start shipping! Yay!

Please note that if you have made a large order, it will be split into a few different boxes. The reason for this is the cost of shipping is extraordinarily higher when shipped all in one package and some orders simply don’t fit in one package.

Asia, Australia and everywhere else

Your EasyShip links were already sent out and the vast majority of you have paid for it already! Awesome!

Once you have all paid for your orders, we will be purchasing labels and will initiate sending your items. My hope is that we will be able to start shipping your orders next week! I'M SO EXCITED!!!

For those of you who ordered signed items (tarot, playing cards, and prints) or one of the other items currently located in Canada (Postcards, the Sun and Magician pin set), these orders, as stated before, will take a little bit longer as I still need to wait for the tarot decks to arrive to Canada to sign them, and all the items will be relocated together. The reason I have to wait to ship them all together is that there are actually only 16 orders containing these items to this part of the world and shipping from Canada to HK isn’t exactly cheap so it is best shipped all together.

Russia & Ukraine

If you are in either of these areas, your order will be fully refunded once everything has finished shipping, unfortunately we are unable to ship your items to you at this time.

Original Drawings

These are all located in Canada and will be shipping separately from the rest of your order. I didn’t want to risk any of these getting lost or damaged in transit to the fulfillment centers so I’m absorbing the shipping fees on those to send them separately. We will ship those for you as soon as we can after shipping has been collected for the rest of your order.

Refunds

For those of you who have requested refunds on your pledge, we ask that you read Kickstarter’s refund policy here. I think it’s important that you understand the process that we as creators go through and what we are obligated to do.

The long story short is that we are not obligated to offer refunds. That doesn’t mean I don’t plan to do so, it just means I’m going to require a little patience and understanding on your end.

Since I have to absorb payment processing fees, Kickstarter’s fee and the loss of money for items that I have already paid for to have manufactured, I have to wait for this entire campaign to be completed to determine how to approach refunds.

There are still costs coming up during the fulfillment process (many that we didn’t see coming given the complexity of relocating items and hidden costs I wasn’t informed of by fulfillment centers) and I need to make sure that I am able to pay for those so that the completion of the project isn’t compromised. I have to make sure all payments are out of the way before clearing up refund requests.

We have kept track of everyone who has reached out asking about a refund and you will be personally contacted as soon as we know how we will handle these.

For the few of you who asked about canceling the items that will delay your orders according to our last update.

Unfortunately, canceling those specific items would actually delay the order even more now that everything is in motion. I truly am sorry for the inconvenience!

Due to when we will be processing refunds, it would mean having to push the fulfillment of your order back until we are able to properly process refunding those items.

I know this isn’t ideal and it isn’t how I intended things to play out, I have tried to accommodate as much as I can through this whole process, but with so many moving parts at play it’s unfortunately just the way it is at this time as it only creates further logistical complications.

That’s pretty much it!

Okay everyone, that’s all I have for you for now! As soon as I have any other major updates, I will let you all know!

You have been so incredibly understanding and I can’t thank you enough for all of your continued love and support! Especially after all the bumps we’ve been hitting in the road. I realize now how overly ambitious my estimated completion dates were given the complexity of such a large international project and I am so grateful for the support I was met with at every unexpected turn. I truly appreciate it from the bottom of my heart.

If you have a question that requires our attention, the best place to direct that is either via DM here on KickStarter or to [email protected] (Please do NOT contact me on social media! This is the SLOWEST way to get a reply - if at all, my staff doesn’t check those places! Thank you for respecting my boundaries.)

All my love,

Luna