Mesh Pre-order Shipping FAQ's


#1

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?

  • 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!

  • 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.

  • 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.

  • 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


Particle Mesh is shipping: everything you need to know
#2

hmm… should have maybe, but I haven’t gotten one. My card was charged on 10/31. Should I gotten the invoice right away?


#3

Same here, no email confirmation after being charged Thursday of last week.

I emailed asking for one via the link above.


#4

@Ric go ahead and submit a request here. I’ll get that for you.
@RWB I just replied to your ticket with your invoice attached!


#5

Hey @kmmonk, me too. No invoice. :blush:
My address was missing state and country… weird. I just fixed it, so maybe that’s why no invoice.


#6

@Pescatore Possibly! Go ahead and submit a ticket on the support site and I’ll get that sent to you!


#7

#8

Yeah I haven’t gotten an email confirmation, but I know you guys are working hard on it.


#9

Why am I incresaingly nervous about the potential for my pre-order to go astray… (saying that I appreciate the enormity of the task Particle faces)

Due to the delays my package is guaranteed to arrive shortly after I leave for a month overseas. There will be no-one to sign for it so I changed my delivery address.

Invoice arrived today - complete with my original shipping address

Checked the my-order site - the revised shipping address is shown correctly

Checked the site at (3) in Kevin’s email - it indicated that my address was incomplete. It showed part of my original home address, but no country or state - an attempt to fix it failed as it insists on using North American states regardless of the country!

In short I have no idea what shipping address is going to be used!

To add to the uncertainty the use of Fedex will increase the risk of my package going astray. My experience with their tracking system on international orders is far from optimal and quite the opposite of my experience with DHL. Unfortunate but nothing I can do.

Are the packages insured when shipped or is shipping at the customers risk?


#10

By default, if I recall correctly, every Fedex package has an insured value of $100 if not specifically declared. I doubt Particle is incurring the additional expense of declaring actual values. If you haven’t already, put in a support ticket with the correct address and let their team address it.


#11

@nrobinson2000 - Sorry about that! If you want that invoice, feel free to submit a ticket here and I’ll get that for you.

@OziGreybeard - I replied to you in another thread and I believe you’ve DM’ed me too, so I’ll reply to that about your shipping concerns.

@ninjatill - Thanks for that. I believe you’re correct that it comes with $100 insurance, but I’ll check with our logistics company to confirm that. And yes, put in a ticket if you’re seeing address issues.


#12

So I’ve talked with my ops team and we’re changing how the orders are being loaded into the queue. Instead of the MP number, it’s only off of when you originally placed the order. So the MP# I mentioned above isn’t really accurate anymore. So go check when you originally placed your order, you should have gotten an email with the subject line “Woohoo! Your Particle Mesh Preorder is Confirmed”.

For a rough idea, there were about 1400 orders on 2/13, 1000 orders on 2/14, 400 orders on 2/15, then a couple hundred a day for the rest of February, March, and so on and so forth.

– So if your original order was on 2/13, depending on the time of day it was ordered, it should go out Friday, or early next week.

– If it was on 2/14, again, based on the time of day, it should go out mid-late next week.

– If it was on 2/15, it should go out either late next week or early the week after.

– If it was after 2/15, it should go out the week after next sometime.

Hopefully this clarifies things for everyone and it doesn’t punish anyone who updated their order. Let me know if anyone has any questions about this! I think this is the most fair way to go about this, so I apologize if there was any confusion!


Particle Mesh is shipping: everything you need to know
#13

So you’re saying I should ignore the invoice# and just go with when I ordered?


#14

Yep! Just go off the date that you ordered if your order hasn’t shipped already.


#15

Woot! Woot!.. back to the front of the line for me! Thanks!


#16

Thanks. Have PM’d you with the amended shipping address.

A warning to others who have changed their address via the my-order web site. It appears that at least in my case the change is not reflected in Particle’s shipping list despite being updated on the my-order web site.


#17

Woohoo! Since my original email date was 14 Feb that gives me a chance of getting the package before I leave. The long and totally unpredictable pole in the tent will be Fedex. Thanks Particle for your customer support.


#19

It may be too late but some constructive feedback (maybe for the post above?):

I’m an international (UK) customer in case it differs.

An invoice is a request to be paid. A ‘paid invoice’ is one that’s already been paid.

I got an email saying "Attached below is a copy of your Mesh Preorder paid invoice!"
Yet when I open it it tells me how to pay using Flywire or Wire transfer and gives me a “Due date”

No mention of credit card or anything - so should I pay by Flywire or???

info@particle.com confirmed that I’ve paid by CC but really I think the wording is not clear.

PS - excited and looking forward to my bits!!!


#20

Does adding to the pre order delay this any? I placed my pre order, and received an email on Feb13, but added some classic adapters a few months later. Any chance this affects my shipping date?


#21

Yes, changing the preorder kicked us who ordered first back further in line.

They said they have put us back in front of the shipping line but we for sure caused our orders to be shipped later by modifying our orders before the order lockdown date awhile back.