Sorry for the gap between updates. We have been hard at work wrapping things up. It's been an incredibly difficult year full of unexpected obstacles.
🐰🐰🐰 2,000+ packages later 🐰🐰🐰
Everyone should now have tracking numbers for all of their remaining physical items! There are still some outstanding issues we've been corresponding to folks with, but all packages outside of those problems are on their way! Still have an issue we haven't been in communication about, or cannot find your tracking info? Email us at [email protected] !
We want to thank everyone so much for their patience and grace during all the unexpected issues we encountered. Lunchbox production took more time than expected, the fulfillment warehouse we partnered with sent extra things, wrong things, and lost quite a lot of packages requiring us to reorder supplies and ship over one hundred replacements ourselves, global logistics have been constantly shifting resulting in inconsistent shipping timetables and prices - But we made it to the other side!
Everyone's kindness, patience, and understanding as we fixed everything we encountered truly showed us (as if there was any doubt) how beautiful and warm our community is.
That just leaves the Hyrax game! Jumping in to text based game development has been a bigger learning curve than we anticipated, with its own unexpected set backs, but we're excited to keep slowly making progress! As all the physical BackerKit items are now finished, you can follow future progress on the game through the Steam community news page here: https://steamcommunity.com/app/3692730/allnews/
We do not have an updated ETA for the game's release, as it's a bit more complicated of a project with the various stages of testing involved. Please follow the community page updates for progress, news, and future release information.
Still hunting for more plushies? We've spent the last month releasing episodes for our 'rip-off' show, Your Angel's Here! You can watch them now on our YouTube Channel: https://www.youtube.com/watch?v=weQ2jgqWM8o
It all culminated in the release of our MakeShip Maddy plush that you can get here for the next 17 days: https://www.makeship.com/products/maddy-madness-plushie
Any further questions or concerns? Feel free to email us and we'll see how we can help!
Thanks again for everyone's patience and support. This was never supposed to take so long, and the impending return of the plushies will be in a much more streamlined fashion, learning from our experience and mistakes as always. We appreciate you all so much!
Hello, patient backers! After a few delays and loose estimations, the lunchboxes arrived to us last night! We're going to start sending them out immediately, with our own time and labor to cut out the margin of error that the fulfillment center created. What to expect: - An email from PirateShip with tracking information. There are 300 lunchboxes and two of us, so we'll get as many to the post office each day as we can, we cannot yet estimate when the last will be sent out without a few days of experience/data collection. During plushie runs that we self-fulfilled, we were able to do up to 80 packages a day, but we cannot make guarantees in case the lunchboxes prove to be different. - For those whose orders were split, your additional items will be coming with your lunchboxes!
If you did not have a lunchbox and are missing items: - We recently emailed anyone whose shipping status was stuck for too long/hadn't moved. Please check for this email if your tracking information has been unchanged. If nothing from us ([email protected]) is there, feel free to reach out to us. - For these packages, we already put in a new order for additional stock that we will send out ourselves as replacements. This stock has finished production and is on its way to us. More updates when dates are firm.
Once the replacements and lunchboxes are sent, the last thing to fulfill will be the videogame! It has been a new and challenging frontier for us, but that we're trying to make into something special. While we had to spend more time than anticipated on resolving warehouse errors and getting the material goods ready and out, it's still been on in the background and more progress will be reported soon.
Yearning for MORE Angel Hare stuff? We've recently updated our online print-to-order store. Test orders have shown fast fulfillment, and there are new items available too! Mouse pads, playmats, posters, shirts, hats - it's all there! It's linked through our etsy so we can list our own items as well when they become available. Check it out here: https://theeastpatch.etsy.com
Thank you all for your support! Till next time, -The East Patch Team
Would you look at that heap of lunchboxes! They are on their way to us, and so will soon be on their way to YOU! We appreciate the folks who had split orders waiting patiently waiting for the rest of their items, too. When they land at our prepped little basement studio, we'll let you know and folks will start getting tracking information!
The Hyrax Game almost has a demo ready! We'll be letting out Patreon supporters apply to play-test the introductory portion of the game, soon! Why is it so exclusive? At such an early stage, we want thorough and specific feedback with screen recordings and such, by a smaller somewhat vetted crowd. Later on we'll be able to give y'all a more refined taste, but for now we want to keep a bit more control over a more manageable scale of folks.
Oh, you wanted MORE merch? If you're itchy to spoil us with more support, we have good news for you! The jewelry company Gnoce reached out to us to collaborate and make Sterling Silver Angel Hare Charms and Necklaces. We're mind blown at the oportunity to make such high quality items, and are thrilled to share it with y'all! They're available for the next month, and the whole website has a sale going on for another day as well:
Refunds for incomplete orders are done! If you failed to complete your survey on time or submitted information late, we have filed your refund and you should get it in the next week. Don't worry, we'll be doing plushies again eventually! We're actually looking into more stable ways to do merch as a whole without as much traditional crowdfunding shenanigans involved, and are excited about how our research is going for that.
Still haven't gotten your items? We know about 40 of y'all have packaged that are having issues with tracking information and have otherwise been stuck perpetually delayed. Don't worry, we've been persistently escalating this issue with the warehouse and are trying to get replacements out to y'all as soon as we can. If anyone else is having similar problems, please reach out to us at [email protected] with your BackerKit account info and we'll add you to our records and help get it resolved!
Thanks everyone for your patience and support, - The East Patch Team
Hello! 99.9% of packages have gone out. Hazzah! We've been so thrilled to see all the photos y'all have shared with us on Twitter, BlueSky, Instagram, and in our Discord server sharing the successful arrival of your items!
What's that, your items had an unexpected issue? Well we've made a lovely FAQ for you just below! We're here to help, and want to make sure your problems are taken care of.
Do remember while reaching out that we are still a team of two, not a 24/7 support chat! We're doing our best, but mediating between our third party shipping partners can take some time. Thank you for your patience and understanding!
Let's get to the FAQ:
My package is missing an item! We're sorry for the inconvenience! Check below for specific item procedure. Otherwise: Please send your BackerKit order number, a photo of your package's shipping label, and a photo of the items you received to [email protected] and we'll look into what may have happened at the warehouse and get your missing item sent to you asap. Was the missing item the free Cool Francis paper insert? Unfortunately as this was a free bonus for hitting the last stretch goal, we cannot send out a replacement. Only paid items are eligible for replacement. Sorry for the inconvenience. Was the missing item the lunchbox, or do you have a lunchbox on the way? Please refer to our Mail Time update, two updates ago! It outlined delays on the lunchbox and possible split orders to those who ordered one.
My package came with an extra item I did not order! We would love to get that back! If you could send your BackerKit order number, a photo of your package's shipping label, and a photo of the items you received to [email protected], we will email you a prepaid shipping label you can use you get the lost item back home. We'd really appreciate you going through the extra trouble for us!
My package is marked delivered, but never arrived or was sent to the wrong place! All is not lost! Please send your BackerKit order number to [email protected] with a description of your error. We will use this to file a claim with the courier and get a replacement package sent your way!
My package came damaged, and some items were ruined! We're so sorry to hear that their journey had trouble. Please send your BackerKit order number, a photo of your package's shipping label, and a photo of the items you received to [email protected] and we'll file a claim with the courier and look into what we can do.
One of my items had a factory error! Oh no! Please send a photo to us at [email protected] - we can send you a prepaid shipping label to have the defective item returned, and once it arrives we can get a replacement sent out to you. Unfortunately we do need the defective one before we can replace it with a new one.
I accidentally put an error in my address, so the package was sent to the wrong place or was not delivered! This is an unfortunate case. The shipping section of our campaign page's risk segment says it is the individual's responsibility to provide accurate shipping information, so I'm afraid we cannot file a claim on our end. If your item was marked returned to sender, we can look into collecting the shipping fee and the correct address and trying again - send your situation to [email protected] if this applies to you. If it was successfully delivered to the wrong place, there is sadly nothing we can do.
My tracking information still says it's waiting for the courier to pick it up, or has otherwise not changed in over a week! That doesn't sound right! Please send your tracking info to [email protected] so we can look into this. It may take some extra patience, but we'll get your items to you one way or another!
I forgot to complete my survey / pay for shipping / fix my payment information / or otherwise finish my BackerKit pledge! Can I still complete it and get my items? Unfortunately the time to mention this would've been before addresses were locked! As of now, we're waiting a couple more weeks to fix issues but then the 60 of y'all who had missing steps will get refunded for whatever you paid. Sorry for the inconvenience, we just can't add extra orders to the logistics right now.
I didn't buy something I wanted during the campaign! Is there any way to buy is now? Maybe! We're going to be at Brooklyn Comicon with some leftover items June 7th and 8th. There will be some plushies, books, cards, art prints, etc! No guarantees supplies will last, but come say hi and grab some merch!
Any other unique issue not listed above? Email us with your BackerKit information and we'll see how we can help!
Thanks for your ongoing support! - The East Patch Team
We have a small correction to make regarding tracking information. All of the shipping labels have been made, but they aren't scheduled to get emailed to people until the package is handed over to the courier.
What this means is that while a lot of people have already gotten emails from EasyShip with their tracking info, a lot of them are still rolling out and will be over the next several days. So if you don't see it right away, that's why! If you can't find a tracking information email by the end of next week, please reach out to us and we'll do what we can to help!
This has been a mini mail time update! Thanks for your support! -The East Patch
