Order 4255665, bundle question


Customer Service


I purchased AAW's, Rise of the Drow's - Prologue: the Darkness Arrives yesterday. I noticed on the confirmation email that the PDF does not get added to my downloads until the book ships. Unfortunately, the book is not expected to ship for 5-10 days. Why is there a delay on the addition of the PDF to my downloads?

Thanks

Paizo Employee Customer Service Representative

Hello Baldwin,

Thank you for your question! The way bundles fulfill on our website is very similar to how subscription PDFs work, and it's for a couple different reasons. Firstly, the charges for the products are not finalized until the physical product is shipped, so the PDF is granted once the product is paid for. (For more information on how payment works, please visit our authorization FAQ here)

Also, since the bundle counts as one item in our system, we don't really have a way to separate out the PDF from the book. This prevents issues that might arise if the book were to have issues reaching us or being fulfilled, when the PDF had already been granted.

I'm sorry for the confusion, and I hope this clears some things up! Please don't hesitate to ask if there are any further questions or concerns that you might have, and I'll be glad to help out as best I can.

Thanks, and have a wonderful weekend!
Katina


Thanks for quick response.

Can I ask why does it take 5 to 10 days to ship from the warehouse? Is it the loot hasn't arrived at the castle for shipping, or are there not enough goblins running around the warehouse stuffing envelopes?

I'm sure you are asked this question all the time, but I'm somewhat slothlike in using the search function.

Paizo Employee Customer Service Representative

Hi Baldwin!

We have a more in-depth explanation of product availability here, but essentially it just means that "the loot hasn't arrived in the castle for shipping," as you put it. :) Although it does not typically take our warehouse the full week, products that we do have in stock are generally marked as expected to ship from the warehouse in 1 - 7 business days, which allows them some wiggle room in case there are issues or delays. Products which have more than 1 - 7 business days usually need to be ordered or restocked from elsewhere.

Sorry for the confusion! I'll do some more poking on my end to make sure that everything is all set for this, and then it should be ready to go as soon as we receive the product. Just let me know if there's anything else I can help out with in the meantime.

Thanks again!
Katina


Good morning!

Any chance that the caravan carrying my loot has arrived in your castle?

Paizo Employee Customer Service Representative

Hello Baldwin,

We are still waiting for it to arrive. 10 business days from when you placed the order is Thursday, March 30. We estimate that we should have it on or before then.


Did my package arrive yet?

Customer Service Representative

Looks like it! It's currently on a packing list, so you should see a shipping notification any time today.


Outstanding!

Customer Service Representative

Unfortunately, I have some bad news now. After lots of searching and confusion, it looks like there was an inventory problem/mix-up somewhere, and this is not actually in the warehouse right now.

It looks like we'll need to try to order more. I'm checking with the webstore team to find out if that is actually possible.

We're sorry for any inconvenience. I've gone ahead and granted the order free shipping for if/when it can ship. If you decide you want it cancelled in the meantime, please let us know.

Thanks!
~Sharaya


Just cancel the order. I'll order the book from Drivethru RPG.


I did buy the pdf and softcover book elsewhere.

Customer Service Representative

Thanks for the notification. I've cancelled order 4255665.

If we can help with anything else, please let us know.

Thanks!
~Sharaya

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