UPDATE *AUGUST SUBSCRIPTION* UPDATE


Customer Service

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Paizo Employee Customer Service & Community Manager

Hello!

The August subscription run is going a little bit outside the normal subscription shipping timeframe so we wanted to give everyone a heads up.

Due to a variety of complications (Gen Con being one of the bigger ones) we are a running behind on subscription shipments.

If your order is still pending: Customer Service has no control over when its's going to get shipped. It could be in 5 minutes, it could be in 5 hours or it could be next week. We are not able to rush specific orders through.

If your order had a "will ship by date" You may or may not see your tracking data show up until next week (or possibly even Monday the 20th). During subscription runs we get the standard subscription shipments ready en masse and they are shipped out in big batches. At this point, we expect the last of the batches to go out late next week.

We have all hands on deck in the warehouse and are working as quickly and as efficiently as possible to get orders out asap. We've even sent CS Erik down to help.

Customer Service will continue to update this thread if anything changes.

thanks
sara marie

**UPDATE: August 17th**
All of our standard shipments that did not have any issues have gone out! Tracking/delivery confirmation for US recipients may take a few days to kick in.
Most of the non-standard subscription shipments (ie, with stuff added in) have also gone out. There are some exceptions. At this time, we estimate being fully caught up Monday or Tuesday of next week.


Paizo Charter Superscriber; Pathfinder Companion, Pathfinder Accessories Subscriber; Starfinder Charter Superscriber

We know you are doing your best!

The Exchange

No worries - I have other bottle openers I can make use of while waiting :)

Liberty's Edge

Is Lisa not down there helping out yet ;-)


Pathfinder Adventure Subscriber
Sara Marie wrote:


If your order is still pending: Customer Service has no control over when its's going to get shipped. It could be in 5 minutes, it could be in 5 hours or it could be next week. We are not able to rush specific orders through.

I hear that Cosmo can be bribed to go down to the warehouse, expedite an order and ship it immediately...

roots around pockets and couch

Cosmo:
Will 43 cents, two old Doritos crackers and some lint balls be enough?

-- david
Papa.DRB

ps. Of course I'm kidding....


Pathfinder Adventure Subscriber

Wow, it worked.... Just got my shipped order and have downloaded the PDFs!!

Cosmo:
Next Paizocon, I'll give you what is in the spoiler above

All:
How is *that* for timing! 24 minute

-- david
Papa.DRB

Paizo Employee Sales Associate

BRIBERY NEVER* WORKS.

...

...

*:
Read: always.

**:
Ok, not really.

***:
mmm... doritos...

Paizo Employee CEO

Stegger wrote:
Is Lisa not down there helping out yet ;-)

They've kicked me out of the warehouse. Too many cooks and stuff like that. They even reorganize it so I can't find anything. So they are on their own!

-Lisa


Pathfinder Adventure Path, Rulebook Subscriber

Thanks for the update. Just miss my Pathfinder stuff ;)


Thanks for the update.

Scarab Sages RPG Superstar 2009 Top 32

I just wish that you had of shipped my Paths of Prestige at the start of the week instead of my Ultimate Equipment. It's the only book out of this month's shipment that I'm actually really, really excited about getting... :/

On another note. I understand about splitting orders to save on shipping and I do appreciate it. Sometimes I just wish that my entire order would ship at the same time, whether it's in 1, 2 or even 3 parcels. Having a week (or in this case possibly 2 weeks) between my parcels shipping is a tad annoying, especially since I specifically changed the shipping method for my subscriptions (incurring an extra charge that I was, at that point, willing to cop) for this month so that I wouldn't have to wait for until the end of the month for my books to ship with my minis. I just hope my wife doesn't decide to spend the money in the credit card before the next books ship...

Owner - House of Books and Games LLC

1 person marked this as a favorite.

I'm not concerned. I'm always behind on my reading anyways.

*koff* Can't imagine why *koff*


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

If our shipment is still pending on Thursday (when the comics and minis are released) is it likely any third party subscriptions will be merged with our Paizo subscription into one big order? Or will the two orders work their way through the system independantly?

Dark Archive

Pathfinder Card Game, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber
Steve Geddes wrote:
If our shipment is still pending on Thursday (when the comics and minis are released) is it likely any third party subscriptions will be merged with our Paizo subscription into one big order? Or will the two orders work their way through the system independantly?

The comics & Minis aren't being released until the week after Gencon I thought, so something would have to go really wrong for this to occur...


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Hmm. I thought they wre both launching on the 16th?

Oh well. No problem then :)

Scarab Sages RPG Superstar 2009 Top 32

Steve Geddes wrote:

Hmm. I thought they wre both launching on the 16th?

Oh well. No problem then :)

Minis and Comics won't start to ship until the week beginning the 27th. We should be getting our confirmation e-mails on the 24th(ish).


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Cheers. Not sure where I got the 16th from.

Scarab Sages RPG Superstar 2009 Top 32

Steve Geddes wrote:
Cheers. Not sure where I got the 16th from.

heh... turns out we were both sorta right.

We'll get the confirmation e-mail on the 16th, and they will ship sometime during the week ending the 24th.

So you remebered 16th and I remembered 24th but we both got the other parts mixed up. :)


I understand being behind on shipping, but could you release the PDFs for subscribers?

It's tough to watch discussion on Ultimate Equipment amongst those that already have the PDF.... :)

Scarab Sages RPG Superstar 2009 Top 32

DaveMage wrote:
I understand being behind on shipping, but could you release the PDFs for subscribers?

I wish they could too, but unfortunately they don't actually charge us for the products until they ship and they can't give us the .pdfs until they charge us.

Scarab Sages

flash_cxxi wrote:
DaveMage wrote:
I understand being behind on shipping, but could you release the PDFs for subscribers?
I wish they could too, but unfortunately they don't actually charge us for the products until they ship and they can't give us the .pdfs until they charge us.

But you would think after 5 years of seeing similar situations happen every now and then (being behind on shipping subscriptions), they would have implemented a workaround.

Like charging credit cards early, even if they ship up to one week later, just to make sure they unlock pdf downloads for all subscribers inside an acceptable timeframe.

At the rate this is going, we will barely get access to our pdf before they are available for purchase to other customers next Thursday...


Pathfinder Adventure Subscriber
Djoc wrote:
Like charging credit cards early, even if they ship up to one week later, just to make sure they unlock pdf downloads for all subscribers inside an acceptable timeframe.

While many online companies ignore the law, this is technically against the law, as Vic (I think?) has explained before.

-- david
Papa.DRB

Scarab Sages

I didn't know this was illegal... Maybe they could let me sign an online contract where I legaly give the right to Paizo to do this with my credit card? Or else let's find another solution.

Being from Canada, most of my subscriber price reductions get eaten by shipping and I typically have to wait 2-3 weeks for my package to get to me. Therefore, my main (only?) bonus for subscribing is a free early pdf copy to look at while waiting for my package. If I get my pdf copy almost after my friends/players get to buy their physical copies off our FLGS, I just feel like my subscriptions are not as useful and interesting as they should be...

RPG Superstar 2008 Top 32

Steve Geddes wrote:
If our shipment is still pending on Thursday (when the comics and minis are released) is it likely any third party subscriptions will be merged with our Paizo subscription into one big order? Or will the two orders work their way through the system independantly?

If your order has not shipped (as in we have not charged you and you have not received your PDFs, not merely that you do not yet have tracking information) at the time we authorize for the minis and comics, the shipments will be combined (provided that saves on shipping.)


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Thanks, Ross. I'll keep an eye on it. Hopefully there'll be no issue, anyhow.

Owner - House of Books and Games LLC

Ross Byers wrote:
If your order has not shipped (as in we have not charged you and you have not received your PDFs, not merely that you do not yet have tracking information) at the time we authorize for the minis and comics, the shipments will be combined (provided that saves on shipping.)

Wow. Can we request this? It'd be keen not to have to wait until September for the minis and stuff.

(calls out to warehouse staff: "y'all hear that!? NO hurry for my order, nope! Feel free to wait until Friday!!")

Silver Crusade

Cosmo wrote:

BRIBERY NEVER* WORKS.

...

...

** spoiler omitted **

** spoiler omitted **

** spoiler omitted **

Shame and today I killed (broke its arms and legs one a time and cut open to see whats inside) an old armchair.

If bribery worked I would have gladly offered my found treasures:

Stuff:

1 spoon
1 bent spoon
1 sticky (some red stuff...blood?) swiss knife
1 set of keys – to doors either lost or broken
about 2 pounds of previously organic matter ..might have been doritos
2d12
1d20
several black MTG cards
3 screwdrivers
and a keychain with the word Paris on it..

.

Paizo Employee Chief Technical Officer

Papa-DRB wrote:
Djoc wrote:
Like charging credit cards early, even if they ship up to one week later, just to make sure they unlock pdf downloads for all subscribers inside an acceptable timeframe.

While many online companies ignore the law, this is technically against the law, as Vic (I think?) has explained before.

-- david
Papa.DRB

It's not illegal... it's a violation of contractual agreements with credit card processors.


Hey there. I recently subscribed (Friday) to get the AP and it seems to have charged my account today, but I still cannot access the PDF for it. It also looks like the subscription is pending still, even though the money has left my account. Is there a waiting period between charges and sent? Thanks for any help.

Dark Archive

Pathfinder Card Game, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber
Odraude wrote:
Hey there. I recently subscribed (Friday) to get the AP and it seems to have charged my account today, but I still cannot access the PDF for it. It also looks like the subscription is pending still, even though the money has left my account. Is there a waiting period between charges and sent? Thanks for any help.

What you're probably seeing Is the authorisation from the card company checking to see if the money is on your account, not the full charge.


Pathfinder Companion, Maps Subscriber; Pathfinder Roleplaying Game Superscriber
Odraude wrote:
Hey there. I recently subscribed (Friday) to get the AP and it seems to have charged my account today, but I still cannot access the PDF for it. It also looks like the subscription is pending still, even though the money has left my account. Is there a waiting period between charges and sent? Thanks for any help.

FAQ on this issue


Enlight_Bystand wrote:
Odraude wrote:
Hey there. I recently subscribed (Friday) to get the AP and it seems to have charged my account today, but I still cannot access the PDF for it. It also looks like the subscription is pending still, even though the money has left my account. Is there a waiting period between charges and sent? Thanks for any help.
What you're probably seeing Is the authorisation from the card company checking to see if the money is on your account, not the full charge.

Fair enough. I suppose I'll just have to be patient. I hope I can get it for tonight as I have graveyard shift and I could use the reading material.


I appreciate the head's up and all but my order's been pending for a week now and I'm starting to get worried that when the order goes through the funds won't be in my account.

The Exchange

2 people marked this as a favorite.

I have to admit that the lack of a shipment e-mail after 7 business days is extremely disheartening.

Paizo Employee CEO

Steve Geddes wrote:
Thanks, Ross. I'll keep an eye on it. Hopefully there'll be no issue, anyhow.

I personally picked your order Steve. Yep, they let me in the warehouse for a few hours today. :)

-Lisa

Owner - House of Books and Games LLC

UndeadDan wrote:
I have to admit that the lack of a shipment e-mail after 7 business days is extremely disheartening.

It would be ... if one were unaware of the impact on the gaming world of GenCon. I just hope someday I'll be able to go ...


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Lisa Stevens wrote:
Steve Geddes wrote:
Thanks, Ross. I'll keep an eye on it. Hopefully there'll be no issue, anyhow.

I personally picked your order Steve. Yep, they let me in the warehouse for a few hours today. :)

-Lisa

Awesome. Thanks, Lisa. (although I am slightly guilty that I've dragged the CEO into the warehouse to pack boxes, rather than back in her office plotting continued world domination. I'm not guilty enough to ask you not to do it again. As a general rule, I pretty much always want my pending goodies "yesterday"). :)

I can't tell you how desperate I've been to get a look at the new style companions. :)

EDIT: That central map is terrific. I really hope maps like this (and the sea charty one from S&S) become regular features of the map folios.


Is it reasonable to assume that orders that have been in pending status for a few days will be shipping out before ya'll shutter for GenCon?

I'm all impatients. :)

Dark Archive

UndeadDan wrote:
I have to admit that the lack of a shipment e-mail after 7 business days is extremely disheartening.

Its been 11 for me so far. Last months shipment was more than 20 days from the first email until the actual shipment. I'm just hoping that things get back on track here for September.

Liberty's Edge

Vic Wertz wrote:
Papa-DRB wrote:
Djoc wrote:
Like charging credit cards early, even if they ship up to one week later, just to make sure they unlock pdf downloads for all subscribers inside an acceptable timeframe.

While many online companies ignore the law, this is technically against the law, as Vic (I think?) has explained before.

-- david
Papa.DRB

It's not illegal... it's a violation of contractual agreements with credit card processors.

Would it be possible to charge subscribers the normal cost of the pdf all at the same time and release the pdfs, then charge the difference between pdf and physical when the stuff actually ships?

It seems to me this would deal with the requirements of the credit card agreements. However I don't know how much extra work this would beso it might not be practical.

Paizo Employee CEO

Brian E. Harris wrote:

Is it reasonable to assume that orders that have been in pending status for a few days will be shipping out before ya'll shutter for GenCon?

I'm all impatients. :)

The warehouse doesn't shutter for GenCon. It will be running at almost full capacity for those days.

-Lisa


I guess its also the 10th year anniversary sale which many, like me, ship with their subscriptions.

Owner - House of Books and Games LLC

2 people marked this as a favorite.
MicMan wrote:
I guess its also the 10th year anniversary sale which many, like me, ship with their subscriptions.

That couldn't possibly be affecting me at all. Doesn't everyone's standard subscription shipment contain 34 items?


Lisa Stevens wrote:
Brian E. Harris wrote:

Is it reasonable to assume that orders that have been in pending status for a few days will be shipping out before ya'll shutter for GenCon?

I'm all impatients. :)

The warehouse doesn't shutter for GenCon. It will be running at almost full capacity for those days.

-Lisa

Those poor, poor warehouse workers!

Good (for me) to hear! I'll try to suffer a little longer.

Thanks!


I am a bit puzzled by this one:

Pathfinder Adventure Path #60: From Hell’s Heart (Skull & Shackles 6 of 6) (PFRPG) Print Edition (subscription copy) Backorder

The rest of the order is at "Pending"

Can anyone shed a light?


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

It's a back order for anyone who orders it today. Subscriber copies have been set aside, so it won't delay your shipment (providing you didn't subscribe today, I guess).

Unfortunately, the system displays the same status to everyone.


That was what I was hoping for :)

(I didn't subscribe today ;) )


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

I've been alarmed a couple of times through ordering the last item in stock. The order goes through fine, then suddenly shows up as a backorder or the dreaded unavailable.


Pathfinder Companion, Maps, Pathfinder Accessories, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
bigkilla wrote:
Its been 11 for me so far. Last months shipment was more than 20 days from the first email until the actual shipment. I'm just hoping that things get back on track here for September.

Maybe.

I just noticed my Comic and Minis subscriptions just slipped into September.
Hopefully it won't continue to cascade or it will start getting dangerously close to hitting the max single withdrawal on my payment method.

Paizo Employee Customer Service & Community Manager

Added the following update:
**UPDATE: August 17th**
All of our standard shipments that did not have any issues have gone out! Tracking/delivery confirmation for US recipients may take a few days to kick in.
Most of the non-standard subscription shipments (ie, with stuff added in) have also gone out. There are some exceptions. At this time, we estimate being fully caught up Monday or Tuesday of next week.

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