The Isofarian Guard Fulfilment Update:
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The Isofarian Guard Update:
We apologise for the technical error that occurred on the 15th May, where backers received a dispatch email that contained an incorrect tracking link.
The technical error has affected orders that are using a Parcel Force or DPD service. Backers for The Isofarian Guard will have now received an additional email with the correct tracking information.
For any further outstanding issues please contact our customer service team at: https://gamesquest.freshdesk.com/support/solutions/29000015864
Once again, we would like to apologise for the inconvenience and confusion caused on this occasion.
-Team GamesQuest
Frequently Asked Questions:
I received my tracking email weeks ago. Why has it not updated?
We have been made aware that backers received a pre-alert from the carrier on the 5th May. The pre-alert indicates that a service has been selected for your delivery and does not reflect that your order has been dispatched. We understand how the pre-alert has caused confusion on this occasion.
Backers will receive an email from GamesQuest once their orders have been dispatched.
When will my tracking activate?
If you have received a tracking link this is working but it's not updating, please allow a few additional days for this to update. If it continues to not update, please contact our customer service team at: https://gamesquest.freshdesk.com/support/solutions/29000015864
Are you going to send an email with the correct tracking?
We have now resent tracking emails with the correct information. Please check your inbox for this information.
My address is incorrect. What should I do?
If you are a EU backer, and have now received your tracking number we would recommend contacting GLS locally to update your address as your order has been dispatched. If you are a non-EU backer or have not yet received tracking, please contact customer service.
If you are expecting a play mat in a separate shipment and require an address change, please contact customer service. We cannot guarantee that the address changes will be updated but we will try our best to update as many as possible.
I've received an email for an order I've previously received?
This is an old shipping notification email for a previous project which was triggered by an unfortunate technical error. If you have previously backed a Sky Kingdom Games project, you will have recently received a dispatch email in error. We would like to confirm that a reshipment has not been resent.
I've not received my play mat yet. Should I contact someone?
If the play mat for The Isofarian Guard was ordered separate, it has not yet been sent. Backers will receive a dispatch email once the play mat has been shipped.
If you are expecting a play mat in a separate shipment and require an address change, please contact customer service. We cannot guarantee that the address changes will be updated but we will try our best to update as many as possible.
8 comments
My shipment didnt even reach GLS but Was instead sent back to the Sender instead of leaving the country. What should I do? Apart from opening a support ticket that you havent responded to for days?
My address details were supplied correctly in the pledge manager and have not changed.
How do I know if you have the wrong address for my separately shipped playmat, when you haven’t issued an address verification request or a shipping notice?
Thanks. Additional questions – 1. When does the replacement portal open, so replacement copies where applicable can be sent out? 2. When does tracking for the separately shipped playmats – in tubes – go active?