Delivery

[runic pike]

Hello,
Is it normal that my package didnt move aince the 8 ?

[west terrace]

Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Support Wizard*
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it on hold via the Wooting Hub!

Do you need to...

• Cancel an order?
• Return/Refund an order?
• Get assistance with placing an order?
• Change the items in your order?
• Change your shipping address to a different country?
• Return a recent purchase?
• Get warranty support?

All of these types of requests need to be made via the Wooting Support Wizard!

[tame shoal]

Yeah. Postal service is bringing the term “snail mail” back this holiday season.

[runic pike]

Oh, do you have an idea of when it might arrive? Thanks for getting back to me

[tame shoal]

Nope. If you look in the wooting hub it should show estimated delivery date.

[dark swift]

doesnt show estimated if it gets shipped

[ornate igloo]

Same. Just hope it doesnt take too long anymore

[robust dirge]

We are multiple in the same boat sadly

[safe socket]

Same for me too. Came here looking for this.

[smoky arch]

https://help.wooting.io/article/83-possible-problems-during-shipping-with-solutions
Holiday delays - Nothing unusual but also understandably frustrating

[ornate igloo]

Idk, ive never seen something like this before. Inside EU delivery and not even picked up after 8(!!!) days. Something went horribly wrong here, or please NEVER use UPS again please. Idk if you had some special deal with them, but not even normal international post would take this long for an inner-EU delivery… this needs to be adressed from your side in the future. Theres no exciuse. If my client would wait 8(!!!!!!!!) days and his package would not have even been picked up yet, id have offered a different solution already. Thats just poor customer service. Period.

Sry for my rant, but it has to be called out.

[smoky arch]

Unfortunately we do not control couriers, as much as we'd like to.

All we can literally do is ask them to investigate a package - And if it appears lost, set up a new order and shipment for the customer.

[ornate igloo]

You choose the courier. You have the freedom to change them/cancel the contract.

[smoky arch]

We can't change the courier of an order that already shipped, nor do we control couriers for US orders in the first place. The fulfilment center does.

And it isn't just one problematic courier - It's all of them. Cause it's the holiday season, and the infrastructure breaks down.

[ornate igloo]

Idk, i get and send deliveries all the time during these days and everything works fine. Maybe a day or 2 delay. But not 8(!!!!!!!!) without anything to happen.

Something went horribly wrong somewhere, and its not an edge case, a single failure. It seems to affect quite a few peoples.

[smoky arch]

Yes - It's happening to quite a few people - Because it's the holidays. 🙂

I can only refer to the link further up and what we can do to help, and in what timeframe. Feel free to reach out to support.

[ornate igloo]

Im just saying this is NOT the experience i have at work using couriers like DPD, DHL, Postal services. Maybe a day or two in edge cases, but not 8(!!!!).

[tame shoal]

I ordered some wool socks for my mom for Christmas and they haven’t moved with usps in over 2 weeks. I also shipped a gift to my dad and it appears to be lost somewhere in Colorado…usps is uncharacteristically bad this holiday season.

[ornate igloo]

Yeah, i have not much experience with UPS but it seems to be extremely bad compared to DPD/DHL/FedEx

As said, i will bet, the wristrest, sent with DPD, will arrive before the keyboard sent with ups. 10000%

[tame shoal]

UPS is the largest international package courier based out of the United States…it’s not like it’s a “bad” or “unreliable” courier.

[ornate igloo]

I dont have much experience with ups. Its deffo less popular here in europe compared to dhl and dpd.

[tame shoal]

Wooting just uses what’s available through Shopify.

(As they’re just a Shopify storefront)

[ornate igloo]

But they send some stuff with dpd. For example the wristrest.

[tame shoal]

But that depends on rates, package dimensions, package weights, shipment options, etc. If you deal with product shipping with your work like you said previously, you’d know there’s a ton of logistics that go into it, especially once the business is scaled for mass market and international shipping.

[ornate igloo]

Im just saying. Idk where the package is. Idk if its still at their warehouse waiting to get picked up.

Only thing i can say is, if a customer of mine has to wait 8 days without it moving, everyone would expect from me to to take some action. If its an express replacement shipment or organising a different carrier that is faster. But not a single customer of mine would accept „just wait 14 days and see what happens“ as an answer.

[earnest lark]

@ornate igloo i have the same problem, reach to support, they are going to tell you that they will contact the courier and if it doesn’t get resolved they will send a replacement

[ornate igloo]

I reached support. They just tell me to wait it out…

[earnest lark]

Really?

Well they also told me to wait a bit, if it doesn’t get solved before the 22 then they gave me the option of replacement or refund

But i feel you, it’s really annoying

[ornate igloo]

gg

[earnest lark]

Damn

[ornate igloo]

I got a delivery from fucking australia to switzerland faster than this 🤣

[earnest lark]

Supposedly my package estimated day was between 10-19 🤡

[blazing snow]

For orders that have been picked, packaged, and handed over to the courier, if the order does not receive a scan for awhile we like wait "X" days, before proceeding with a replacement. as In the majority of cases, this is the result of the courier taking some time to unload the trailer and scan the order.

If there is still no update after "X" days, we will proceed with assistance.

Please note that during the holidays, all couriers tend to experience delays due to the overload of parcels being processed, so we may need to wait a few extra days.

Note: "X" days depends on the courier and destination county

[earnest lark]

ik that they take time to unload a truck, but 2 weeks to unload is hard to believe

But what else can i do aside waiting

I just hope it arrives this year

Thx

[blazing snow]

sadly it can happen this time of year

(Also have this problem with my order 🙁 )

[earnest lark]

I hope it gets solved too man

I tried to contact ups but they know nothing so

I really hope it didn’t get lost

[ornate igloo]

I feel bad for wooting a bit. I know how frustrating it is, when you do everything possible to meet a deadline from a customer only for the courier to fuck it all up. Ive been there too.

Im just saying i find the „wait 3 weeks before we look into it“ not a very customer oriented solution. 🙂

[blazing snow]

Yeah, it’s unlikely you will get much information from the courier until the parcel receives its first scan, which confirms they have it.

Until then, they don’t treat the parcel as if it exists, which puts us in a weird position if they’ve picked up a trailer full of parcels and there is no progress shown for awhile.

[ornate igloo]

I fully understand that. And i know couriers tend to act like if its not their problem till it turns out it really is their problem. LOL

[blazing snow]

yea.....

[ornate igloo]

I had a similar case recently. But the customer refused to pay as the package never arrived. Even if i had clear evidence it was shipped on time. Puts you in a very bad spot where you are wasting money, resources and still have an unhappy customer…

[keen iron]

Just this week DHL lost a package of mine (not wooting)

7 days of no info into damaged package -> repacked

Luckily nothing was missing/damaged but this stuff is super frustrating.

Sadly nothing anyone can do it's just millions of packages out rn esp. Currently in Christmas season

Only after me starting a search inquiry did it reappear same day - can't say if it's due to that but sometimes it really feels like it

[runic pike]

So when should I expect my package—next month? Is it even still on the way, or did it get lost? I contacted UPS and they told me to reach out to Wooting, since it’s apparently not in their possession yet.

[thorny pilot]

Same for me

[shadow grotto]

I asked wooting specifically to ship the keyboard first so I could get it before Christmas but now im getting anxious I wont. and its extra shipping since it became two shipments. so I hope they can help figure this out

[dark swift]

maybe this is a sign for me to ask wooting team to switch my order to a split in silver when they have to do a replacement

[runic pike]

I ordered the split spacebar version because the website said it would ship faster, but that doesn’t seem to be the case. My estimated delivery date was around December 15, and it’s now the 17th—yet the tracking is still stuck on “label created

[dark swift]

honestly im hoping it stays that way, kinda wanna switch to split from og

[runic pike]

The thing is, I don’t really mind if the delivery is late.I understand its Christmas and alot of package are getting delayed.I just wish I had more information about what’s going on with my package, instead of being told by both companies to contact the other one.

[shrewd delta]

Same

[ornate igloo]

Welcome to the club guys….

[ornate igloo]

i got another international Delivery today, with DHL. It was processed and delivered in 4 Work days total. Everything on time as planned.
My opinion still stands, something went horribly wrong here and i doubt that "waiting it out till 29th dec" will be the solution...

[faint roost]

They somewhere said (here or on reddit) they won't split up deliveries because of the overhead/costs.

[shrewd delta]

Got one in my country too

4 days

[runic pike]

Wait till the 29?

U telling me i have to wait till the 29 for them to see if something happened?

[flat horizon]

Depends on your country, if you contact them they will tell you

[blazing snow]

depends on
Courier + destination country

[runic pike]

Ups / canada

8hrs flight from destination should not be that long

[blazing snow]

Parcel logistics can be fairly complicated, with no guarantee it will go directly from plane → courier → you.

It could very well go from
Plane > Transit > sorting center > transit > local distribution center > courier > you

or some other way

still stuck on "no first scan" myself NE > AU

[shadow grotto]

I mean they did it. my keyboard was shipped and the armrest is getting shipped later and I had to pay extra shipping. yet my package is stuck on this scan

[dark swift]

for anyone in canada this is what I got from my support ticket

Means if its still stuck on label created by the 22nd, we can likely just go for a replacement, if u preordered u keep founders perks

my best guess is ups really messed up with this batch and likely lost it

just sit tight for another 4 days and should be good

[ornate igloo]

I have to sit tight till 29th and tbh i also expect this batch to never arrive.

Guess some guy is selling quite a few wooting v2s on ebay or smthg 🤣

[dark swift]

nothing we can do about it unfortunately and its not wootings fault either

[ornate igloo]

Yee… unfortunate

[ornate igloo]

Despite all the „its the holidays, snail mail etc“ claims here, DPD already has the package that was shipped today from wooting and will be delivered on monday.

So yeah, its definitely another issue going on with the keyboards.

[tame shoal]

Nah…something bad going on with UPS and USPS. They’re listing shipping times to sellers that they can’t keep up with whatsoever. A lot of small businesses here in the US are losing a shit ton of money as a result…for some, it’s so bad they’re shutting down operations for the rest of the year.

[ornate igloo]

Crazy. Yeah UPS seems to have fkd up big time. 😬

[tame shoal]

I’ve got about half a dozen packages with ups and usps ordered within the past month and nothing has seen movement since December 7th.

Amazon items are moving, but they also have their own fleet of aircraft.

[ornate igloo]

Really? Oh yeah, thats concerning…

As said, i get all my packages at work these days absolutely on time with DHL and DPD, in europe.

[tame shoal]

It’s never been this bad in my life except right after 9/11.

[ornate igloo]

Yep, amazon has an own fleet of freight aircrafts operated by ASL airline in europe.

[earnest lark]

@ornate igloo have you got any updates on the order? Or still stuck?

[ornate igloo]

Still stuck

[earnest lark]

Damn

Same here

[shrewd delta]

My 2 part of the order was shipped too even with UPS guess what?!? There are scans dates to deliver etc.

[ornate igloo]

Damn. Yeah its prolly lost or whatever 🙁

Seems like they lost a whole truck/pallette

[shrewd delta]

Ofc..

[shrewd delta]

Now i will have a wrist rest etc... Earlier than the wooting. 💀🤣

[earnest lark]

Same here, i got the travel case and the premium cable set before the keyboard 🤡

[shrewd delta]

https://tenor.com/view/facepalm-really-stressed-mad-angry-gif-16109475

[ornate igloo]

Same 🤣

[runic pike]

We aint getting it this month that fs 😂😂

[runic pike]

https://tenor.com/view/ace-ventura-jim-carrey-raised-e-yebrow-gif-6338947979135718753

[shrewd delta]

https://tenor.com/view/benjammins-it-is-gone-it's-gone-it-gone-its-missing-gif-17233065592241320116

[runic pike]

https://tenor.com/view/anakin-liar-star-wars-lying-gif-8634649

If i get a replacement shipment will i be able to switch my order ?

[earnest lark]

Well tomorrow i get to ask for the replacement, ill keep you guys updated so you know what to expect

[shadow grotto]

wish their communication about this was better

[earnest lark]

Now they are telling me im only getting the founders perks only if they have left

Bro i made the order in the campaign for the perks

Not the service i was expecting buying a 250 dollar keyboard

[smoky arch]

We can't ship what we physically don't have. And as Mark said we do have plenty atm.

It was in case we didn't, at which point we'd offer to forgo them for a quicker reshipment, as an alternative to waiting for us to produce more.

[earnest lark]

thx

srry, its just that i am a bit desperate rght now

[smoky arch]

As for communication. We can only pass on what we know, and the couriers are the ones who are mucking things up.

If they don't tell us anything, we can't tell you anything. We have the time frames for escalating a shipment, and that's all we're able to do.

We're ultimately just as frustrated as customers are about this.

[earnest lark]

thanks

ik its not your fault

[ornate igloo]

Got contacted by support, they will send a replacement shipment in the next days.

[shrewd delta]

Thats good, did you request via ticket or they sent a email Themselves.

I still got no answers...

[ornate igloo]

Made a ticket a while ago, but today they contacted me again. They might be working trough the affected orders right now

[shrewd delta]

Ok TY. Gl for the next one.. 🤣

[earnest lark]

Same here

[runic pike]

I contacted them 4days ago waiting for a answer

[amber glade]

I just submitted a support ticket today for this issue. I live in the UK literally across the sea from the Netherlands, still haven't heard anything since Dec 8. Hopefully 🤞 they'll reply quickly.

[earnest lark]

They are, specially solving the problems for people that didn’t get the keyboard

[shadow grotto]

how long did your replacement say it'll take? since their response to my emails have been days at a time I still haven't gotten a ETA or confirmation for a replacement

[ornate igloo]

Should arrive tuesday

[runic pike]

Same

Wednesday for me

[pallid sigil]

Is there going to be any compensation for those that have to wait god knows how long now for something they pre-ordered immediately? Also I live in Canada and have a feeling the delivery is going to go to the US first, and through the border resulting in another fee, for what?

[smoky arch]

Packages are sent from the EU, so even if for some reason they made a pit stop in the US via plane, they would not enter the country for customs purposes.

[shadow grotto]

its been 3 weeks and they still haven't sent me a replacement

[pallid sigil]

This is not true lmfao

I've been sent packages from the EU, they stop in USA, boom $80 fee. How are you going to tell me I haven't when I have?

This is the last Wooting product I'll be purchasing, and I will NEVER recommend them to anyone, if anything, to avoid. Blew up too fast for your own good.

[smoky arch]

If that's been your experience, then I encourage you to reach out to our support. This is not how the agreement with the couriers is. You paid your import duties on checkout, and that should be the end of it.

I do however insist that the tone is kept at an acceptable level. Frustration or not.

[runic pike]

https://tenor.com/view/sid-toy-story-sid-it-finally-came-it-came-it-came-it-came-it-finally-came-gif-16331509442540394916