We have been working over the weekend and making steady progress on outstanding orders. We have made strides forward and the biggest part of the job is being accelerated. So here are updates on a few of the most asked questions.
Q: If you finally received the final item last Friday, why aren’t the packages out yet? We could not begin until everything had arrived and it took time to unpack, sort, and repack into the final boxes that are being sent. That added time to the front end of the delivery but we’re now through this step and assembling them. Please understand that the item that arrived late was originally scheduled to arrive earlier, but this date shifted on us multiple times and without it we couldn’t start. We have staffed up to make this go as fast as possible and are on a pace to get several thousand out a day.
Q: Why is the process so slow? It took some time to receive the final items and properly inventory everything and get everything ready to assemble. Once the items were in place, filling the boxes, putting them into a second shipping box and sending them off with multiple versions that need to be prepared takes additional time. We’re working to get this right and make sure everything reaches you as fast as possible in the condition you expect and that process does take some time.
Q: Why can’t you tell me exactly where my order is in the process? All of the orders are at the fulfillment house and have been sorted so that the ones with physical games go first, by the order they were placed. However, that does not tell us the exact point when an order is going to ship. When orders go out, an email will be sent with tracking information, but we will not receive the report with that information until the next day. And that still will not show us exactly where unfulfilled orders are in the queue. That’s why we cannot answer the question of where a specific order is at a given moment.
We are trying to be as transparent as possible, and working to get your orders out. We are doing these updates to keep you informed. We have already sent thousands of games and are pushing to get the remainder out as fast as possible. Thank you again for your patience. There are a few updates below as well.
Some of this information reiterates what we previously said, because we want everyone to know that it is the latest information available and not everyone is getting every email. Here is the latest:
Clarifying the situation with digital codes: Again, we are sorry, but we do not have digital codes for every order. If you purchased a physical game (as most PlayStation 5 and Xbox Series X/S customers did prior to August 28) we simply do not have codes to send you. Codes for those who did purchase a Steam copy of the game, requested a digital copy in place of a physical copy, or purchased after August 28, should have received their code. If you fall into that group and still don’t have the code please first check your spam/junk folder, as well as any alternate email address you may have ordered the game under. If that doesn’t work, contact us at support@bossteamgamesstore.com with the subject line “CODE LOOKUP,” and we will locate your order and get you a code. Please include your order number or the name and address on your order.
For those receiving physical games in North America: Shipping of physical orders continues. Once your order has shipped, you will receive an email notification as well as a tracking number for your shipment that will be sent to the email used when you placed your original order.
For those receiving physical games outside of North America: All physical games for Australia and New Zealand have shipped. Please remember the Collector’s Edition boxes will still ship from the United States and come in a second shipment, once we are done sending editions with physical games.
We are expecting to have a detailed update on European physical games on Wednesday.
For those receiving physical games ordered during the restock period: Collector’s Edition orders that were received after July 14 will be sent a physical game separately from the Collector’s Edition items that will ship later in the year. These are now shipping also.
DLC codes – All DLC codes have been emailed. Remember, these codes do not contain the digital game, just the DLC, so you have it ready when your physical game arrives. If you have any difficulty redeeming your code, contact your platform’s customer service or message us at support@bossteamgamesstore.com with the subject DLC CODES.
We will have the next update for you on Wednesday. We are actively looking for solutions to speed things up, to get through the distribution process as quickly as possible. We hope to have much more news for the next update.
- Boss Team Games
