July 2018 Gen Con New Releases (including Playtest Materials) Shipping & Convention Pick Up


Customer Service

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The Exchange

Pathfinder Battles Case Subscriber; Starfinder Charter Superscriber
Sara Marie wrote:

For those of you who will be at Gen Con 2018:

In addition to our regular booth in the exhibitors hall, we will have a satellite kiosk upstairs near the Sagamore Ballroom.

This kiosk will offer:

  • Subscription Pick Up for Subscribers who opted in to Convention Pick up on their My Subscription page.
  • Playtest Preorder Pick Up for folks who opted for Convention Pick up of their Playtest Preorder
  • (Credit Card Only) Sales of Playtest Products

Will this kiosk be open all of Gen Con regardless of whether or not the playtest materials for purchase (as opposed to preorder) are still available?

What will its hours be?

Paizo Employee Customer Service & Community Manager

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Shaudius wrote:
Sara Marie wrote:

For those of you who will be at Gen Con 2018:

In addition to our regular booth in the exhibitors hall, we will have a satellite kiosk upstairs near the Sagamore Ballroom.

This kiosk will offer:

  • Subscription Pick Up for Subscribers who opted in to Convention Pick up on their My Subscription page.
  • Playtest Preorder Pick Up for folks who opted for Convention Pick up of their Playtest Preorder
  • (Credit Card Only) Sales of Playtest Products

Will this kiosk be open all of Gen Con regardless of whether or not the playtest materials for purchase (as opposed to preorder) is still available?

What will its hours be?

The Kiosk hours are:

Thursday 10am-6pm
Friday 10am-6pm
Saturday 10am-6pm
Sunday 10am-4pm

The Booth hours in the exhibit hall are:
Thursday 10am-6pm (9am for VIG's)
Friday 10am-6pm
Saturday 10am-6pm
Sunday 10am-4pm

If we were to sell out of the playtest, closing the kiosk would be based on a number of factors such as timing, staffing and how many people have picked up their products.


Pathfinder Adventure Path Subscriber

Are we supposed to get an e-mail when our credit cards get charged, just like with regular orders? Or did the e-mail from a few days ago count as that? If we are supposed to get a mail, I assume those will roll out over several days or were they supposed to be charged yesterday all at once, since Paizo isn't directly doing the shipping this time?


Pathfinder Companion, Rulebook Subscriber

Yeah, I would like to know what Magnuskn is asking about as well. I bought a few things, including a special addition, so it's not exactly a small purchase. Knowing when it is coming out of my account would be a relief. We were told the 9th, but there have been delays and I still have not been charged. Is it the 16th? Was it supposed to be yesterday and there was another delay?

Edit) Looks like it could take up to 24 hours. I will hold off any inquiries for another four hours and 15 minutes.


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber

I'm not sure where else to ask this question about the Sidecart.

I'm planning to use my Sidecart this month for the first time ever. I've put six items in my cart and selected the Sidecart option for shipping. However, when I hit the red Order Now button on the final step, it just takes me to the same page. It says I'm supposed to receive an email that they've been added to my Sidecart, but I haven't received one. Furthermore, I can't seem to find an actual page or section that lists items officially in my Sidecart.

Is this normal? Will these six items be added to my subscription items when orders start spawning later today? I chose to add these six items to get me across the $100.00 threshold so I could take advantage of the $10.00 off shipping while picking up a few items I've had my eyes on for awhile.

I feel like I'm stuck on the final step before getting my six items officially added to the Sidecart. I would assume instead of returning me to the same page, the Order Now button would take me to a page that confirms the six items have indeed been added to my Sidecart.

Can anyone, be them from Paizo Customer Service or one of the knowledge folks that often help out confirm I'm on the right track?

If indeed it turns out my situation is one where I'm not able to add things to my Sidecart for some odd reason, could one of the friendly customer service people toss them in so they generate in conjunction with the order spawning later today, thus providing me with the $10 off shipping deal?

Thanks to any and all in advance for your help.

Silver Crusade

Pathfinder Companion, Starfinder Roleplaying Game Subscriber; Pathfinder Roleplaying Game Superscriber

Take a look in the 'my account settings' section for your sidecart. Items in your sidecart will show up there.


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber
Redelia wrote:
Take a look in the 'my account settings' section for your sidecart. Items in your sidecart will show up there.

Thank you for responding. Unfortunately, there is no tab anywhere in the 'Account Settings' section that says Sidecart.

I've also clicked on every tab in there, such as Order History and My Subscriptions, in the hopes that the Sidecart section is hiding on another page. It's not.

Perhaps the Sidecart section only appears if there is something actually in the sidecart? This is part of what has me worried--I would think they would show up somewhere if they were accounted for...

I remember seeing a Sidecart section at one point, but I feel like that was before the switch to the new interface.


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber

I've scoured the site, including the My Accounts section, and I can't seem to find my Sidecart anywhere. I've switched browsers from Safari to Google Chrome and still nothing. At this point I'm thinking I might need a Service Rep to step in.

Perhaps I'm doing something wrong in my cart when going through the ordering process..


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Pigraven wrote:

I've scoured the site, including the My Accounts section, and I can't seem to find my Sidecart anywhere. I've switched browsers from Safari to Google Chrome and still nothing. At this point I'm thinking I might need a Service Rep to step in.

Perhaps I'm doing something wrong in my cart when going through the ordering process..

On the main "My Accounts" page, your Sidecart should show up below "My Payment Methods" and above "My Subscriptions". It is possible that it won't show up at all if it is empty -- I wouldn't know, as it has been a couple of years since that happened for me.

Paizo Employee Customer Service & Community Manager

Talked with Gary, Robert and Erik K, we found an issue late last night that's been in the code for at least a few months, but didn't crop up until the playtest's unique set of circumstances. They are working on dealing with it before we keep processing more orders.

Paizo Employee Customer Service & Community Manager

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Pigraven wrote:

I've scoured the site, including the My Accounts section, and I can't seem to find my Sidecart anywhere. I've switched browsers from Safari to Google Chrome and still nothing. At this point I'm thinking I might need a Service Rep to step in.

Perhaps I'm doing something wrong in my cart when going through the ordering process..

You do not have anything in your sidecart so it doesn't appear. I am advocating for some changes to how we display the sidecart for subscribers, including (I hope), a landing page specifically for sidecarts, and I think that showing "Your sidecart is empty," is something we should be doing. Not sure when or if that might occur, but its definitely on my radar.

Paizo Employee Customer Service & Community Manager

1 person marked this as a favorite.
Pigraven wrote:

If indeed it turns out my situation is one where I'm not able to add things to my Sidecart for some odd reason, could one of the friendly customer service people toss them in so they generate in conjunction with the order spawning later today, thus providing me with the $10 off shipping deal?

Thanks to any and all in advance for your help.

I've nudged some things around and was able to get the items that were in your cart into your sidecart. Please review your subscription settings though to make sure its correct (payment method, address, etc.) Thanks!


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber
Sara Marie wrote:
Pigraven wrote:

I've scoured the site, including the My Accounts section, and I can't seem to find my Sidecart anywhere. I've switched browsers from Safari to Google Chrome and still nothing. At this point I'm thinking I might need a Service Rep to step in.

Perhaps I'm doing something wrong in my cart when going through the ordering process..

You do not have anything in your sidecart so it doesn't appear. I am advocating for some changes to how we display the sidecart for subscribers, including (I hope), a landing page specifically for sidecarts, and I think that showing "Your sidecart is empty," is something we should be doing. Not sure when or if that might occur, but its definitely on my radar.

Those changes definitely sound like good ideas.

Thanks for pushing the items through to my Sidecart. They show up now in the My Accounts section. Fingers crossed it all goes well come Order Spawning time.

Enjoy the rest of your day!

Paizo Employee Customer Service & Community Manager

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July Subscriptions are starting to spawn. If you have opted in to Gen Con pick up, they will go into your sidecart and Erik K and I will be working on setting those orders up on Monday July 16th.

Customer Service Representative

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Playtest preorders update:
We very close to being able to restart processing payments for playtest orders, but didn't quite make it there today. Looking like it should be able to start sometime tomorrow morning/early afternoon.

Paizo Employee Customer Service & Community Manager

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July Subscription Orders Update: The July orders have been created (or are in sidecarts for those with Gen Con pick up). If you expected to have an order created and it is not or if there are issues with your order, please let customer service know.

Playtest Preorder Update: Erik is running the report that settles payment methods for the preorders. We will update again when that is finished.

Shadow Lodge

Adventure Path Charter Subscriber; Pathfinder Battles Case Subscriber

I think i may have got a charge for playtest materials but im not 100% sure since i havent recieved any email confirming this charge. I started a new thread for it.


Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber

I haven't seen the playtest pre-order charge yet - I presume this hasn't been completed yet?

Any update on playtest pre-order charges and the subscription charges that are also expected?

Thanks.

Paizo Employee Customer Service Representative

Hello Cat-thulhu and Feeroper,

You guys have slightly different issues impacting your order that prevented it from charging.

Cat-thulhu, please check the email associated with your Paizo account. I have included a description in that email detailing the status of your order.

Feeroper, your order is set to Convention Pickup. We have not charged the Convention Pickup orders yet. I wanted to check with you to see if you intended for your order to be Convention Pickup, or if you would like this order shipped to you. Please let us know.


Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber

Hello - I want convention pickup for all (both the playtest and the subscription).

Paizo Employee Customer Service Representative

Hello Feeroper,

Fantastic, then it is not unusual that you have not yet been charged. We will charge Convention Pickup Playtest orders at a later date.

We will have more information on the specifics in the future. Thank you for your patience!


Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber

Oh okay, I didn't realize they were being done on a different date - I must have overlooked that. Thanks for clarifying for me! Can't wait for Gen Con this year!!

Paizo Employee Customer Service & Community Manager

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Adventure Card Game Update: The Nok Nok promo card will be shipped along with the decks however it missed being included as an individual item listed on orders.


I ordered mine from my local game shop. Should I expect to be able to pick it up August 2nd? Is this something I should ask them?

Sorry if this is the wrong place!


My account has not been charged for my play test books. Is there a problem I need to address?

Order 4781286

Paizo Employee Customer Service & Community Manager

Captain Morgan wrote:

I ordered mine from my local game shop. Should I expect to be able to pick it up August 2nd? Is this something I should ask them?

Sorry if this is the wrong place!

You'll want to check with the game shop.

thanks!
Sara Marie

Dark Archive

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Sara Marie wrote:


We've also decided to change up our previous policy a bit with regards to the promotional mini we give out free with a $50 purchase. Playtest preorders and Subscription Pick Up will now count towards the $50 minimum. Both the kiosk and the booth will have a supply of the promotional mini, however these are limited in number and are only available while supplies last.

We are looking at starting the process of creating the Gen Con subscription pick up orders on Monday, July 16th.

With just 3 weeks to go, let us know if you have questions!

you guys really should consider sent out the mini to subscribers too.Month aftermonth for years some of us consistently spent well over 50$.It qould be nice to reward us too.please give it some thought.

Paizo Employee Customer Service Representative

Hello Saint Bernard,

I took a look at order 4781286 and did some minor adjustments. I have sent you a confirmation email for this order. Could you please review the new confirmation email and ensure that everything looks correct? If so, we will reprocess the order soon. Thank you!


Sam Phelan wrote:

Hello Saint Bernard,

I took a look at order 4781286 and did some minor adjustments. I have sent you a confirmation email for this order. Could you please review the new confirmation email and ensure that everything looks correct? If so, we will reprocess the order soon. Thank you!

Everything looks good. I replied to the email.

Paizo Employee Customer Service & Community Manager

Subscription Update: The warehouse is looking to begin shipping at full speed on Thursday, July 19th. A few orders may be shipped before then, but the bulk will start processing for shipment on Thursday. Erik will be processing Gen Con pick up orders for subscriptions either Wednesday or Thursday and will be updating this thread.

Thanks!

Liberty's Edge

Should we expect access to the playtest PDFs as they ship, or on August 2nd?


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

"A few", of course, meaning Skeld. ;)

Paizo Employee Customer Service Representative

The Playtest PDFs will be available to download on Paizo.com on August 2. They are not associated with orders like for subscriptions. Everyone can download the PDF when it goes live.

Subscription PDFs will work as normal. The PDF is available to download when you are charged for the order.


Pathfinder Adventure Subscriber

@Diego - Please make the Playtest PDFs are available at 00:01 Pacific Time on August 2nd. I plan on getting up at 02:50 EDT on the 1st and ready to download 11 minutes later....

thanks!!!

-- david

Paizo Employee Chief Technical Officer

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Sara Marie wrote:

The warehouse is looking to begin shipping at full speed on Thursday, July 19th. A few orders may be shipped before then, but the bulk will start processing for shipment on Thursday. Erik will be processing Gen Con pick up orders for subscriptions either Wednesday or Thursday and will be updating this thread.

Thanks!

To be clear, Sara Marie is talking only about shipping subscriptions here, not playtest preorders. Amazon is shipping those on a schedule that should ensure most orders arrive very close to the August 2 release date.

Dark Archive

Pathfinder Card Game, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber
Papa-DRB wrote:

@Diego - Please make the Playtest PDFs are available at 00:01 Pacific Time on August 2nd. I plan on getting up at 02:50 EDT on the 1st and ready to download 11 minutes later....

thanks!!!

-- david

I'm pretty certain this won't happen - they're going to want to be in the office in case there are any problems, and it seems a bit above and beyond to expect tech to be in orernight...


Pathfinder Adventure Subscriber

Well, when Liz Courts was there, and the ACG came out, they did that. She set it up to automatically show up, no technician involved. I hope that the tradition continues.

-- david

note: I meant 02:50 on 2 August since I am three hours ahead of Pacific time.


Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Vic Wertz wrote:
To be clear, Sara Marie is talking only about shipping subscriptions here, not playtest preorders. Amazon is shipping those on a schedule that should ensure most orders arrive very close to the August 2 release date.

Thanks Vic. Appreciate this may be out of your hands but are Amazon scheduling international playtest preorders to arrive close to August 2? In the UK so not sure when to expect mine.

Paizo Employee Chief Technical Officer

Medriev wrote:
Vic Wertz wrote:
To be clear, Sara Marie is talking only about shipping subscriptions here, not playtest preorders. Amazon is shipping those on a schedule that should ensure most orders arrive very close to the August 2 release date.
Thanks Vic. Appreciate this may be out of your hands but are Amazon scheduling international playtest preorders to arrive close to August 2? In the UK so not sure when to expect mine.

The August 2 target is for all orders—international too.


Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Vic Wertz wrote:
Medriev wrote:
Vic Wertz wrote:
To be clear, Sara Marie is talking only about shipping subscriptions here, not playtest preorders. Amazon is shipping those on a schedule that should ensure most orders arrive very close to the August 2 release date.
Thanks Vic. Appreciate this may be out of your hands but are Amazon scheduling international playtest preorders to arrive close to August 2? In the UK so not sure when to expect mine.
The August 2 target is for all orders—international too.

Thanks Vic. Great news. Can't wait.


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Starfinder Superscriber

Any updates on general sub shipping? Just curious if I should continue furiously refreshing my email or not for the rest of the day.


Pathfinder Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber

Are you guys in the office and warehouse okay? we have had very little information given to us as to the reason for delays since yesterday and i am growing concerned about either a mechanical malfunction in the warehouse or a software glitch. subscribers have not received any notice of shipping since yesterday and many of us are worried.


Pathfinder Adventure Path, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber

I'm not worried.

Paizo Employee Customer Service & Community Manager

Vic Wertz wrote:
Sara Marie wrote:

The warehouse is looking to begin shipping at full speed on Thursday, July 19th. A few orders may be shipped before then, but the bulk will start processing for shipment on Thursday. Erik will be processing Gen Con pick up orders for subscriptions either Wednesday or Thursday and will be updating this thread.

Thanks!

To be clear, Sara Marie is talking only about shipping subscriptions here, not playtest preorders. Amazon is shipping those on a schedule that should ensure most orders arrive very close to the August 2 release date.

Thanks Vic, I've added the Subscription Update tag to my post to be more clear!

Paizo Employee Customer Service & Community Manager

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Subscription Update: The warehouse is shipping subs now, we expect to wrap up shipping estimated on or before August 2nd.


Do subscribers get their stuff earlier than street date?


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

Sometimes, but the aim is for US subscribers to get them as close as possible to streetdate - there’s no guarantee (and occasionally subscription orders arrive after the streetdate, though that’s rare).

Access to the PDFs are granted when the books ship (for those subs which grant PDFs as a perk) - that’s nearly always a few days before streetdate, though again that isn’t a guaranteed benefit, it just usually works out that way.


Thanks Steve. I'd had seen some people in a FB group talk about getting shipping notifications already, and wondered if that was the case.


Pathfinder Card Game, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Is there a way to confirm that my stuff is all set up for GenCon Pick Up? I've got the items in my Sidecart, but I'm not currently seeing anything under the "Gencon Pick Up" header. Thanks much for any help.

Paizo Employee Customer Service & Community Manager

Update for Convention Pick Up: Sidecart is where pick up at Gen Con orders should be. Erik let me know this morning he is working through some preparations that will let them processes both the Playtest pick up and Subscription Pick up orders.

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