I'm testing this still to make sure it works. But it looks like I can fix the customs values on your orders by recreating your order. Its very manual and I have to do each order individually. But this should allow us to ship your Hatchlings and the duties and such be correct for delivery.
IMPORTANT!! If you somehow get an invoice from us. PLEASE DO NOT PAY IT! You do not owe us anything else. But sometimes there is a weird communication issue when I make new orders.
So if you receive multiple email from us this is why! You will likely receive a NEW order number but if you need any clarification on the email don't hesitate to get in touch.
Again, I'm very sorry it took so long for us to get here, but I will get your Hatchlings to you!!
Please send me an email to [email protected] !! This allows me to stay organized with everyone.
LONG STRAPS If you commented on our previous update or sent me an email I've got you all added to our list! As soon as I'm able to get those started with the manufacturer I will keep you updated on the progress. :) Thank you!
Again, if you need to contact me please do so via email: [email protected]
Thank you again everyone for your incredible patience! <3
I didn't mean to go so long being silent and I will get to that later in this update. But I do want to address Hatchling specific issues quickly:
INTERNATIONAL ORDERS Currently these are the only orders we have that haven't shipped. And the reason has been very frustrating! An issue arose when we imported pledges to Shopify it changed the price of the bags causing the customs form to increase the value of the items (to match the retail price of the Hatchlings, not the Backerkit price) which affects the taxes upon delivery. I'm so sorry this happened everyone! But unfortunately we cannot change customs forms once the package is shipped.
If you're affected by this: we understand that you don't want to pay the taxes for the incorrect value. When your package makes its way back to us we can refund you for your pledge (excluding shipping as we don't keep any of that). OR we can offer you a gift amount to the web store for the difference amount on the duties charge, if you choose to have it delivered.
I know that neither of these solutions are perfect, but we don't have a lot of options for errors like this. But if other options do become available, we'll offer them!
If you currently have a international pledge for the Hip Hatchlings and would no longer like to wait, please send me an email ([email protected]) with your order/backer number and/or email you used and we'll process a refund.
MISSING LONG STRAPS Boy is this an annoying one! So it looks like the earlier Hatchling designs are missing their long straps. Mostly affecting Constellation, Imperial and Cyber. Our manufacturer is ready to make what we need so we can send them to you all - but they're waiting on us to get a final head count. So let me know if your affected by this so I can get you added to our list. It could take a few months to get this figured out but I'll get them to you as soon as possible!
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This is another thing I wanted to communicate with you all, it is not directly related to the Hip Hatchlings but is to me as the creator/artist of the Companions...
Admitting and writing this was extremely difficult. I don't want to sound like I'm making excuses but I think its clear things have affected my work and therefore affected all of you. Just aiming for some transparency and I hope better late than never... I know I've been silent. Working on things as best I can. With all of the mistakes and delays I will *always* make things right for you guys, to the best of my ability, even if I may be slow in doing so.
You may have recently gotten a confirmation email from us! This happened when we imported everyone to our Shopify system for shipping.
There was an error in that email that said orders were shipping September 15th. I think it is pretty clear that is not happening, ha! I apologize but that error was on me as I forgot to update the campaign dates when we had all the delays from tariffs and manufacturing errors.
I wanted to mention again I've been battling some health issues all year and they took a toll on me the last couple weeks. I'm working out the plan with my logistics manager so I can make it to them (I hope this week) and we work on getting things on the way quickly!
I do apologize for the delays and the slowness in shipping everyone! Thank you so much for being so patient. I promise you, your Hatchlings are coming home!!
Just so you all know your addresses for shipping have been locked in!
This is so we can move forward on shipping what we are able to. If you're waiting on a response via email do not worry - I'll get back to all of you and get everything settled before any packages are sent out!
Expect shipping to be charged in the next 72 hours! You can check your shipping costs on your pledge page here!
OK, now that our crazy convention season as come to a close I'm sitting down this week to finalize everything for the Hatchlings and get these babies on their way home!
Here is the current work order:
1) Responding to everyone who has requested to remove their enamel pin. You should all have heard from me and have your code in your email. If not PLEASE directly contact me via email: [email protected] (please do not message me through BackerKit or comment on something)!
2) Locking addresses! I thought I had already done this, but also hadn't given you all a heads up. If you feel the need to do so double-check your shipping info! We are planning to import everyone into our Shopify system to handle fulfillment. I will press the button to lock addresses on 9/26/26! September 26th! In 2 days!
3) Charging shipping! Once addresses are locked we will begin calculating shipping and plugging all that info in to get it as accurate as we possibly can! Another announcement will be made to let you know shipping is going to be charged. But we're hoping to hit that button next week (Sept 29) at the latest.
ENAMEL PIN ISSUE:
Returning backers! While there is no hard deadline on making a decision about the FREE enamel pin - we cannot store pledge items forever! Please let us know ASAP if you'd like the gift card or prefer to wait. If we don't hear from you once we get near to finishing shipping we will make a decision that works best for us.
Everyone else! If you've ORDERED (paid for) the enamel pin via add-ons we're looking into either processing refunds or making gift cards for all of you. Yes, these will stack if you're ALSO a returning backer.
The state of shipping to the USA is a disaster and has REALLY made this campaign far more stressful than we thought. Despite all of our learning from previous campaigns and planning for as many contingencies as we could imagine! Thank you everyone for being patient, really really! <3
We've been asked when will the Hip Hatchlings be available via the online store When we can, is all can be said. We want to be absolutely sure we have everything for our backers and preorder peeps + some extras in case of damage/loss. While we do plan to keep the Hatchlings available, world events is making the decision harder to plan.
