August 2014 New Release Shipment thread


Customer Service

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Customer Service Ray of Funshine

Charles Borrall wrote:
I was wondering: I purchased the PACG class decks online here. I'm a subscriber for PACG, and noticed two things. First, my order still says pending since yesterday, and I'm not sure if that was normal or not. Second, I didn't receive my subscription discount, which I thought was supposed to happen. Do I need to do anything to get that discount, and when should I normally expect a pending order to complete and ship? Thanks so much for all the hard work you all do feeding my PACG addiction!

Thanks for letting us know about that. I have poked things so the discount is applying correctly. You should get an email confirming the updated information.

Customer Service Ray of Funshine

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If you have a question about your order, please start a new thread.

This thread is getting cluttered and we want to make sure we see everybody's requests/questions/concerns. It is much easier to keep track of everything if new threads are started for specific issues.

Also, our FAQ can answer a lot of the more general questions.

Thanks!
Sharaya


Pathfinder Companion Subscriber
Sharaya wrote:
If you have a question about your order, please start a new thread.

Sorry Sharaya, that's partially my fault.

Thanks for all your patience, especially as you're all crazy busy.

Liberty's Edge

Pathfinder Adventure Path, Companion, Lost Omens, Pawns, Rulebook Subscriber; Starfinder Charter Superscriber

Are you done for the week?

Paizo Employee Customer Service Dire Care Bear Manager

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I just granted the people for Gen Con pick up their PDFs. I'm so sorry there is a separate email for each PDF, but I couldn't figure another work around.
Anyhow, Gen Con pick up folks should have their PDFs now!

Spoiler:
Now time to go wash the chicken blood off 'cause that was some dark magic to get that working >.>


Sharaya, I got the email, and you guys rock. Sorry I put this in the wrong place. First time posting.

Grand Lodge

Sharaya wrote:
Doug Maynard wrote:

I was also in the group that didn't get my class deck (Order 3179469) folded into my subscription order (Order 3222438). They are still listed as two separate orders, with the subscription now listed as complete but the class deck listed as pending. I'm hoping that it is still possible to fix this and get them shipped together.

Thanks!
~Doug

Things like this can't normally be fixed, but sometimes miracles CAN happen.

You should get an email confirming the updated order information.

Thanks, Sharaya - I did get that confirmation e-mail!


Are "preorders" of Skulls & Shackles being shipped on a specific date? I placed my preorder on February 10th... I have been waiting patiently ever since. The subscription thing sounds convenient, but I am not that rich.


Pathfinder Card Game Subscriber
Anatomy Professor wrote:
Are "preorders" of Skulls & Shackles being shipped on a specific date? I placed my preorder on February 10th... I have been waiting patiently ever since. The subscription thing sounds convenient, but I am not that rich.

It looks like Skull and Shackles orders will probably start shipping on Monday. That doesn't necessarily mean yours (or mine) will ship Monday, but it sounds like none have been shipped yet.

By the way, the subscription is no obligation, so you could subscribe for Skull and Shackles and after getting the base set and character add-on (plus promo cards) cancel your subscription if you couldn't afford adventure 2 when it comes out next month. Just thought I'd share that with you.


so i am not sure i whether i accidently deleted it or not, but i haven't seen a confirmation email telling me whether or not my copy of the advanced class guide is shipping to my address or not. i know its not a problem with the email because i got the notice of the copy i sent to my friend being shipped. im a bit worried i wont get my mine on time now.


Sharaya wrote:

If you have a question about your order, please start a new thread.

This thread is getting cluttered and we want to make sure we see everybody's requests/questions/concerns. It is much easier to keep track of everything if new threads are started for specific issues.

Also, our FAQ can answer a lot of the more general questions.

Thanks!
Sharaya

whoops im sorry :(

The Exchange

Anatomy Professor wrote:
Are "preorders" of Skulls & Shackles being shipped on a specific date? I placed my preorder on February 10th... I have been waiting patiently ever since. The subscription thing sounds convenient, but I am not that rich.

Also keep in mind there is actually a discount if you subscribe, might be helpful to your gaming budget.


So I got the shipping soon e-mail (it says by Aug 22nd)...so how long before it is on it's way?

I try to track it but it is not showing up in the UPS system...

Just wondering when I can expect the Box O' Pazio Goodies


Sorry, Sara Marie. Deleted my erroneous response.

Paizo Employee Customer Service Dire Care Bear Manager

We started shipping orders for August releases about August 6th and we will be packing and shipping as many packages as quickly and efficiently as possible. We are currently estimating to be through the bulk of the August new release orders around August 22nd. This is why confirmation emails say " expected to ship from the Paizo warehouse by Friday, August 22." While your order may not ship until August 22nd, it may also very well ship before then, we have a very large shipping queue and its hard for us to say *exactly* when a package might be leaving the warehouse.

Dark Archive

Will our subscription orders continue to sit in "Pending" until then? I don't mind waiting until the 22nd for my books to ship so long as I can browse through the PDF's in the mean time...

Dark Archive

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Pathfinder Card Game, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber
Maltorius wrote:
Will our subscription orders continue to sit in "Pending" until then? I don't mind waiting until the 22nd for my books to ship so long as I can browse through the PDF's in the mean time...

They're bulk printing the shipping labels, you'll get your pdfs, and the order will change to completed at the point the label spits out of the printer. That may be now, or may be in two weeks, depending on the workload

Paizo Employee Customer Service Dire Care Bear Manager

There are also only so many labels that we can bulk print. It depends on your shipping method, order contents, etc. We bulk print labels where we can and handle the rest like normal.


Pathfinder Card Game Subscriber

My order for the seven Class desks for the card game seem to have vanished. I assume this is to do with the Class decks being delayed?
Will I need to re-order or can you sort it out?


Pathfinder Card Game Subscriber
agraham2410 wrote:

My order for the seven Class desks for the card game seem to have vanished. I assume this is to do with the Class decks being delayed?

Will I need to re-order or can you sort it out?

Mine were moved back to my sidecart. I almost didn't notice them. Go to My Account and in the right hand column, seventh from the top is your sidecart.


Pathfinder Card Game Subscriber

Thanks Hawkmoon I see them now.

Paizo Employee Customer Service Dire Care Bear Manager

It turned out to be a longer project than I hoped to move class decks out of people's pending orders. My goal was to move class decks that were in pending orders that contained subscription items back to the sidecart. Today's followup is to poke shipping and resend confirmation emails.

If you have a monthly subscription (and the Adventure Card Game is now on a monthly schedule) you can leave them in your sidecart to ship with September. You can also choose to ship your sidecart as soon as possible (option is accessed from your My Account page or by requesting assistance from customer service).


Pathfinder Card Game Subscriber
Sara Marie wrote:

It turned out to be a longer project than I hoped to move class decks out of people's pending orders. My goal was to move class decks that were in pending orders that contained subscription items back to the sidecart. Today's followup is to poke shipping and resend confirmation emails.

If you have a monthly subscription (and the Adventure Card Game is now on a monthly schedule) you can leave them in your sidecart to ship with September. You can also choose to ship your sidecart as soon as possible (option is accessed from your My Account page or by requesting assistance from customer service).

Thanks for all your hard work Sara Marie. It is appreciated.


Dumb question - I don't see the sidecart on the My Account page. Someone earlier said it should be the seventh item down the right, but I don't see it.


Pathfinder Card Game Subscriber
AinvarG wrote:
Dumb question - I don't see the sidecart on the My Account page. Someone earlier said it should be the seventh item down the right, but I don't see it.

For me, it is between "My Payment Methods" and "My Subscriptions". No idea how Paizo accounts work, so I'm just assuming it is in that spot for everyone, but you might have things on your account page I don't have on mine.

Info about it is here.


Thanks, Hawkmoon. Those two elements are adjacent - there's nothing between them. Thanks for the link, I will check it out.

I'm not overly concerned, but I am interested, so I will look into it.

EDIT: I think I don't have a sidecart because I don't have any pending non-subscription orders that require shipment.

Paizo Employee Customer Service Dire Care Bear Manager

You have to have something in the sidecart for it to show up I think.


That makes sense.

I don't see the class decks in my pending orders, so I don't know that your project affects my order. I think I am just waiting for the warehouse to reach my shipment in the deluge.


What were the class decks you were referring to, Sara Marie?

EDIT: Never mind, I see them. I guess they are not part of the PACG subscription.


Pathfinder Card Game Subscriber

Hi wonderful Paizo CS people. I know you are all very busy with GenCon and shipping and all, but there are a few people getting worried because they love PACG sooooo much and because of what I assume are display glitches for PACG subscriptions. So...

Glitch #1: Base Set and Character Add-on Deck displaying as back ordered. Sharaya and Erik Keith already confirmed that is a display glitch.

Glitch #2: The Base Set and Character Add-on Deck are also showing up in the September subscription.

If someone could just comment and confirm that #2 is a glitch, I'd be happy to post a link to here on BGG so everyone's fears can be laid to rest.

Thanks for all your dedication.


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

Are you shipping during GenCon? My order is still pending, and I'm just curious.

I can confirm hawkmoon269's glitch #2 for my account, by the way.

Has anyone already received his Skull & Shackles Adventure Card Game base set?

Dark Archive

I am having the same problem as above. It is frustrating to see the pdf's officially released today and my subscription order still pending.

But I am certain it will be worth the wait. :)


At least you are not alone.

Paizo Employee Paizo Customer Service Algorithm

I dropped by the warehouse earlier today and I can assure you that the crew has been keeping themselves busy trying to get everything shipped out as quickly as possible. This months subscription shipments are a fairly large logistical undertaking for us, even with extra hands on deck to help out its taking us a bit of time.

Running past the street date for subscribers is something we try to avoid as best we can, as I don't think any of us here enjoy delaying access to the things we've been eager to show you for ages. I can't stress how much I appreciate everyone's patience and understanding when we have extraordinary months like this. You all are the best, and we'll keep doing our best to get you taken care of a.s.a.p. :)

- Erik Keith

Grand Lodge

Erik Keith wrote:

I dropped by the warehouse earlier today and I can assure you that the crew has been keeping themselves busy trying to get everything shipped out as quickly as possible. This months subscription shipments are a fairly large logistical undertaking for us, even with extra hands on deck to help out its taking us a bit of time.

Running past the street date for subscribers is something we try to avoid as best we can, as I don't think any of us here enjoy delaying access to the things we've been eager to show you for ages. I can't stress how much I appreciate everyone's patience and understanding when we have extraordinary months like this. You all are the best, and we'll keep doing our best to get you taken care of a.s.a.p. :)

- Erik Keith

Thanks, Erik. I'm an eager beaver, but completely understand the daunting tasks that Paizo and its staff has had on its shoulders for months now... especially with GenCon.


Yeah, I understand the why and I appreciate all the work everyone is doing to make the wait as short as possible. Any other month, I would not even notice that there was so much lag between pending status and PDF access. The book can be a month late for all I care.

It's just listening to all of the wailing and gnashing of teeth while I can't check out the facts for myself that makes this month more painful than most.

Keep up the good work! We appreciate you!


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Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

First time I've been disappointed with being a subscriber. I understand the issues this month, but wish subscribers' PDFs could have been kicked loose on the street date. Seems odd since GenCon folks had theirs released early, if I understand correctly. Oh we'll, still patiently waiting for this month's goodies. As others have said, I still love your products and appreciate you guys.

The Exchange

Has everyone who has ordered PFACG been kicked to the end of the shipment line this month? I realize that the items didn't arrive in the warehouse until this Monday, but in the other thread nobody has reported a shipping email yet. Are they really actually in the warehouse, or is there something else going on?

An update on the status would be nice, I am spoiled to usually be in the front end of the spawning and shipment process, this month seems uncharacteristic, even for a GenCon month.

I second the sentiment that if something is being held on your end for several weeks that access to the PDF's would be a nice offering to subscribers as they wait.

Hope I don't come off as pushy, just starting to get antsy I suppose.


I know of several subscribers that indicated that they received their PDF access already. I don't know how many other items were involved in their subscription orders and suspect that the additional subscriptions is what's pushed me back - I see you both also have several subscriptions on your alias line and assume that put us in a different group that is being handled separately by the warehouse.

Purely a supposition on my part.


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

I'm pretty sure that's how it works - customers are organised into various cohorts based on their subscriptions. The sequence in which those various cohorts are processed varies month by month.

My suspicion is that the PACG Class Decks recall has delayed anyone with a preorder for those and anyone signed up for a PACG subscription. I know they went through a bunch of orders to manually add the Class Decks - once they realised they'd have to manually "unadd" them, it would have made sense to push those cohorts to the back of the queue whilst CS got to work prodding the various affected customers.


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

My order hasn't been processed yet, and I have nothing besides subscription material in it. However I do have the huge Adventure Card Game base set box in my order, maybe that's a factor, as I haven't seen anyone reporting this game had shipped or arrived.

I must admit that it is a bit disappointing to see the PDFs released to the general public before I as a "Paizo superscriber" am able to get them, especially since that's the third time this year now that this has happened. Ah well...


I don't think Class Decks figure into it - they were never part of my order.

I never paid attention in the past, so I didn't realize it was so common for the subscriptions to be released later. All the angst on the boards has made me much more aware of the release date this time.

I can't say I know how to do it better, though. The logistics of this near-monthly chaos for their warehouse has got to be crazy. I would rather they get it right slowly than quickly get it wrong.


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
AinvarG wrote:
I don't think Class Decks figure into it - they were never part of my order.

I was suspecting that a shortcut would be to move all orders with a PACG subscription to the back of the queue (since they'd be more likely to have the class decks).


Honestly, I wasn't paying enough attention - I did not know that the Class Decks were not part of the subscription. I haven't decided whether to pursue them or not, but obviously there is no rush at this point.


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

No class decks in my order; they're not part of the card game sub. As others have said, I don't mean to sound cranky about delays, but a PDF would have been awesome. Certainly not that big of a deal though. It's my punishment for too many subs. : )


Pathfinder Card Game Subscriber

Did anyone else have the payment auth totally vanish from their bank? I'm a little worried about that, more than the late shipment, myself.


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Pawns, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
HikariStarshine wrote:
Did anyone else have the payment auth totally vanish from their bank? I'm a little worried about that, more than the late shipment, myself.

Authorizations are checks on the card to make sure they're valid, not actual charges. Your bank's policies for authorizations may play into how long it displays on your account. Most authorizations are up for only a few days (mine usually are 7 days).

I had another $32 authorization following the moving of the Class Decks from my pending order (which was after the authorization hold dropped away).

Shadow Lodge

Paizo Superscriber; Pathfinder Companion Subscriber; Starfinder Superscriber
Zaister wrote:

My order hasn't been processed yet, and I have nothing besides subscription material in it. However I do have the huge Adventure Card Game base set box in my order, maybe that's a factor, as I haven't seen anyone reporting this game had shipped or arrived.

I must admit that it is a bit disappointing to see the PDFs released to the general public before I as a "Paizo superscriber" am able to get them, especially since that's the third time this year now that this has happened. Ah well...

This is me, too.

I'm just waiting more or less patiently. I'd have liked to have known that my ACG subscription was what was delaying things (if that is the case) --oh well.

But I also have no doubt that everyone in shipping and Customer Service is working hard, and wouldn't want to put any more stress on them.

Dark Archive

Yeah, I still have not got my shipping email yet. I am normally in the very beginning of the shipping queue, getting the shipping email usually on the 1st or 2nd day of shipping. I ended up buying the PDF's that I wanted with what was left of my store credit.

Scarab Sages

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Paizo Superscriber; Pathfinder Companion, Pathfinder Accessories Subscriber; Starfinder Charter Superscriber
brad2411 wrote:
Yeah, I still have not got my shipping email yet. I am normally in the very beginning of the shipping queue, getting the shipping email usually on the 1st or 2nd day of shipping. I ended up buying the PDF's that I wanted with what was left of my store credit.

To be fair, the start of the shipping queue moves around. One month they start with A, the next it could be G, the next M... Sometimes you're at or near the start, sometimes you are last.

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