Dear Backers,
That has been a tough month. And a tough journey! We know that we have seriously eroded the patience of a good part of the community we've built here. Fortunately, for you as much as for us, it's getting to an end! For real this time, at least as far as shipping is concerned.
Regardless, and for one more time, I would like to reiterate our sincere apologies for anything that we have done incorrectly. We've said it many times, but at no points in time did we try to intentionally wrong you.
Anyway, let's stay practical. 95% of the backers here have been fulfilled. The 5 remaining percent are being handled manually. Also, the Navy Golds were the last one being produced and, therefore processed. So we expect a few non-working or updated tracking numbers on this batch.
All and all this will be fixed in the next few days. There's also a very small list of backers here, >1% , that are not on the list). We know the issue and we're solving it.
You can find the list of all tracking-numbers here:
https://www.dropbox.com/s/8trmbfe4dzo79p8/EOZ%20AIR%20SHIPPING%202210.pdf?dl=0
We've also added an URL where you can track the parcel on the service it's being redirected to. directly without going through SFC. Don't panic if you don't see any progress on a 24/48 hours basis. It's probably in transit and there's no much to say.
To find your tracking number, you need to use your Backerkit number. And research it through the document. Press simultaneously ctrl+F (for windows) and Command+F (for Mac) and type your reference number. You should find it. Just in case, you can access your backer kit account here:
https://www.backerkit.com/master_backer_accounts/sign_in
Support: A new website is online. A FAQ/Support section with videos is being updated and will still be through the week.
You can contact us through the form if you have any issues. Obviously the current volume of tickets is very high (and difficult to handle/prioritise) as mostly regards the shipping/tracking numbers. Hopefully this will soon be behind us. And I hope I won't infuriate any of you if I ask you to please not contact us about your Tracking number unless you really feel you have an issue (importations/wrong address etc etc)
We know that some products will have some problems. Those are industry statistics we can't escape, and we've put some process in place to diagnose the source of the issue. We will help in any ways we can and we'll keep taking responsibilities for any products that would happen to be defectives.
DHL Hong Kong Shipping: We're preparing a special line of communication for your very special case. We'll email each one of you on tomorrow, Tuesday to solve it.
Again, we thank you for your support and we apologize for the delay.
Respectfully,
The EOZ Team