When your package ships, you will receive a confirmation email from “email@example.com” that includes a tracking link for your order. Some customers have reported finding this notification in their Spam, Promotions, or Other folders. Make sure you search all folders for this notification. If you still can’t find out, please reach out to the support team and they can help (firstname.lastname@example.org).
If you have received a shipping confirmation and tracking email, we understand that it can be frustrating if you have not seen movement on your package for a few days (or even a week). However, please allow the full 14 days from your shipping date for your package to make it to the final delivery destination.
If your package is delayed in transit, most issues can be resolved by calling the courier who is delivering the package in your country.
If your package has not arrived 14 days after your ship date and the courier is not able to provide any additional information, please contact us via email (email@example.com) so we can file a claim on your behalf or help track down the missing package. If you run into any other issues, please feel free to reach out.
November Shipping Update
As of mid-November, everyone that pre-ordered by September 1, 2018 has shipped, with a few known exceptions (late confirmed order details, camera not yet supported, shipping exceptions). We’ve had a few delays with September orders, but they will be going out by the end of November, along with any orders from October. If you placed an order in November, these orders will be shipping out before the end of the month. If you ordered before September 1, 2018 and haven’t received a shipping notice yet, please send our support team an email at firstname.lastname@example.org.
Canada Postal Strike
Also, you may have heard about the postal worker strikes in Canada, which are having an increasing effect as the strike goes on (you can see updates here). Our fulfillment center has suspended all shipments that involve the Canada Post as a result, a step others have begun to take as well. While we had changed the overseas portion of Canada shipments early on in Arsenal’s launch, the last mile was still being done by the Canada Post. We are looking for alternative options currently, and should have a resolve on this in the coming week. Be advised that shipments to Canada may be delayed in the interim.
We still have a few orders with errors or issues in the “ship to” address. Some of the issues we encountered are:
- Missing name from the “ship to” field (we have to address the package to an individual or company name; we cannot ship to an address without a recipient name)
- Incorrect postal codes
- Missing or incomplete phone numbers
- Non-English characters in the shipping address or name
If you have not received a shipping confirmation, please take a moment to review your order confirmation email and verify that all of the required (and correct) information is listed in the shipping address section. If it is not, reach out to us at email@example.com so we can update the information on your order.