Parable Games
CREATOR
about 2 months ago
Project Update: Customs Issues and Shipping Updates
Happy New Year, Agents.
There's always something that goes wrong in the last minutes of an investigation to really raise the stakes, isn't there? Global shipping is underway, and we've hit a few snags.
Customs Issues - Outline
We know that there have been some issues with international customs throughout this campaign. We're very sorry for that. We are working to resolve the issue for future fulfilment (Corporate Backers need not worry), but for now to work with what we have.
Customs Issues - How Do I know if it's affected Me?
The main issues affecting people so far are only when their total order is over €150, $150, or NZD1000. If you've received a notification saying "package delivered" and the address was correct and you are 200% certain no delivery was made, that is likely DPD (or their national partner in your territory) is returning the package to us (we don't know why it's marked that way, obviously it causes concern). You may have also received a request for payment from your nations customs agency.
Customs Issues - "What do I do?"
Here's what to do if this issue affects you. Please read all the steps and follow them carefully.
There's always something that goes wrong in the last minutes of an investigation to really raise the stakes, isn't there? Global shipping is underway, and we've hit a few snags.
Customs Issues - Outline
We know that there have been some issues with international customs throughout this campaign. We're very sorry for that. We are working to resolve the issue for future fulfilment (Corporate Backers need not worry), but for now to work with what we have.
Customs Issues - How Do I know if it's affected Me?
The main issues affecting people so far are only when their total order is over €150, $150, or NZD1000. If you've received a notification saying "package delivered" and the address was correct and you are 200% certain no delivery was made, that is likely DPD (or their national partner in your territory) is returning the package to us (we don't know why it's marked that way, obviously it causes concern). You may have also received a request for payment from your nations customs agency.
Customs Issues - "What do I do?"
Here's what to do if this issue affects you. Please read all the steps and follow them carefully.
- If the Customs fee is under €60/$60/(60 whatever your currency is), and you are 100% sure it is a legitimate request for payment, pay the fee, and proceed to Step Two. If your requested fee is above that then do not pay right away, proceed to Step Two and we will review your case.
- Email us at [[email protected]] with the subject line: "Customs Issue: [Your Name on your Backerkit Account], [Your Country]".
- Include these important details in your email: Your Correct Shipping Address, Your Full Name, The Name on Your Backerkit Account (of different than your full name), Your Full and Correct Shipping Address, a Contact Number (for you or said address)*, and your PID (EU Residents) / DNI (residents of Spain)*, your PayPal Information (preferred), or your Banking Information. Without all of these bits of information, we will struggle to help you. If time is of the essence, we cannot risk having to email back to ask you for the missing information.
- Attach any invoices from customs agencies, as well as your receipts of payment if you have already paid the fees. Without these, we cannot help you.
- We will endeavour to refund any legitimate customs payments made to you in a timely manner, with our express apologies for this inconvenience.
- Enjoy your game (hopefully)!
*International delivery agencies often use the absences of a contact number (globally), a PID / DNI (Europe) as an excuse for failed deliveries, and will often not allow us to re-submit a delivery request to you or claim back any fees wrongly incurred.
Again, we are sorry that this has happened so close to the winter holidays - that really hasn't helped us (or anyone) resolve shipping problems. We really hope you enjoy your game when it gets to you!
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