I’ve seen numerous threads and dozens of inquiries into support asking about the status of their pre-order so I wanted to post some shipping FAQ’s here to help everyone out and answer some of the common questions I’ve seen.
My credit card was charged but I haven’t received my shipping notification
This is totally normal. We started charging all of the credit cards about a week and a half ago. Since there were close to 6000 orders, we anticipated this would take a bit of time. With about 8-9% of all cards failing, it’s taken a bit more time than we anticipated unfortunately. Each order with a CC failure had to be emailed individually and updated by the customer. Since CC’s are private information, this wasn’t something we could fix ourselves.
But, like I mentioned, we anticipated it’d take a bit of time to go through all of these, which is why we started it ~10 days ago. If you were awesome, on-top of things, and had everything correct from the get-go, your order was charged back then and are just waiting for fulfillment. I apologize for the slight miscommunication when we said “Your card will be charged when your order ships." The intention was that your credit card would not be charged when the order placed. It should have said, “near the time of shipping” instead of “when you order ships.”
If your card has been successfully charged, you’re order has either been shipped already or it’s in queue to ship out. Once your order ships, you will get an email confirming that as well as the tracking number.
What carrier is my order shipping with?
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USA Orders
– If your order is less than 1lb (usually 3 or less devices), your order will ship FedEx Smart Post. FedEx Smart Post usually delivers it to your local post office branch and then USPS finishes the delivery from there, but the same tracking number should work in both places.
– If your order is over 1lb (usually 4 or more devices), your order will ship FedEx Ground.
– If you have a PO box, FedEx can’t deliver to that,
so we’re contacting our logistics company to determine what method these will ship. I’ll update/edit this post once I have that information.so your order will ship USPS Priority or FedEx Smart Post (if it’s under 1lb). -
International Orders
– Your order should ship with FedEx International Priority.
When will my order ship?
Like Will mentioned before, fulfillment began on October 26th with a batch of test orders. We tweaked our process accordingly and have began fulfillment in the order in which we’ve received them, pending availability of all of the items included in the order.
The mesh devices came slightly staggered into our fulfillment center, which gave our logistics company time to receive the first shipments while the others were on their way, creating a nice flow of goods received with minimal down-time. Since this was the first batch of mesh devices hitting our fulfillment center, it took a couple days longer than we anticipated to receive the goods, work through any container/labeling issues, and get everything into the correct places for the warehouse crew to be able to fulfill the orders quickly and easily.
That all being said, you want to know when your order is going to ship. There’s a few variables to this!
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Has your order been charged yet?
If so, great!
When your order was charged, you should have gotten an invoice. On that invoice, in the top right corner, under “Customer PO#” there should be a number after MP. That’s roughly where your place is in the pre-order, with 1000 being the beginning and 7000 being towards the end. If you didn’t receive an invoice, reach out to us here and we can get you a copy. Make sure to check you spam folders and stuff first though!Check out the post below for updated shipping timelines!If not, we’ve sent out a few emails asking for your credit card information to be updated as your order has been unable to charge. Please update this ASAP. After November 16th, any outstanding orders that we were unable to charge, will be cancelled. If you’ve updated your card and you’re still getting the emails saying to update your card, please let us know here.
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Is your shipping address correct?
If so, great! You don’t need to do anything else.
If not, again, we’ve sent out a few emails asking for your address to be updated as it’s giving us an incorrect address. Please update this ASAP here. Note, once an order is submitted to our fulfillment company, we’re unable to change the address on the order. If your address failed completely, we may be able to update it.
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My Order has been charged, my address is correct, and I’ve been patiently waiting
Thank you. Seriously. Thank you very much for your patience with us as we’ve been handling all of the mesh logistics. Your order will be going out soon.
Like I mentioned above, on your invoice, the number after the MP will give you a rough idea of where you’re at in the queue. Our logistics company can fulfill ~500 orders a day. Nearly all of your orders are being loaded into the queue on Friday, November 9th, (if it hasn’t already)
so take your MP number, subtract 1000 and divide it by 500. That’s how many days past Friday (not including the weekends) you can roughly expect. There’s definitely exceptions to this, since we’ve been shipping out as many orders as we can already, so this isn’t 100% accurate. It’s just to give you a rough idea.Check out the post below for an updated shipping timeline.
Anything Else?
Emailing our support team to ask when your order’s going to ship will result in getting pretty much the same information that I posted above. Since the support team isn’t physically picking your order off the shelf, packaging, labeling, and shipping it, we can only give you a rough idea of when we think it will ship and we’re going to use the exact same calculation that I gave you above.
That being said, if you’re having any issues with your pre-order (like trouble with your card charging, not getting any of our emails, or something like that) please reach out to us here. We’re here to help!! If you have any questions about anything above, feel free to ask here in this thread.
Thank you all again. We could not have done this without you all!
Much Love,
Kevin
