Update #5: A minor delay, most pre-orders fulfilling, and bags on their way
Hey Stargazers!
How fit is it that Stardust items are fulfilling just a couple weeks after the Apollo mission?
We’re here with an off schedule update with a brief apology and some good news!
This was a difficult update to write in a way that made sense to all of you who don't know how our backend works. The tldr below gets straight to the point, the rest of the update provides context (if you care!)
TLDR;
The bottom line is that it's a good idea to update your address if you have moved, or if you will be moving in the next two weeks.
To update your address, please send us an email with your new address.
If you have not moved and do not need an exchange, there is no further action required for you.
If you've pre-ordered with us before, things are little different for pre-order exchanges. Please email us with your exchange intentions. There's a template in the "Exchange workflow changes" section below to keep things easy.
A brief apology for the knitwear-only fulfillment delay
Knitwear-only orders were supposed to ship throughout the week of April 13th. We were hopeful about a promise to fulfill some orders early, and while they’re still fulfilling earlier than initially estimated, it’s been a little longer to get to fulfillment than we expected. Normally, we wait until all items are at our warehouses before we release fulfillment, but since knits were arriving much sooner than bags, we figured we could ship in batches. That was all fine and dandy, but we overlooked the fact that all orders were still pending freebie packages, and the freebies weren’t planned to be completed until closer to June when we expected the pre-orders would start shipping. We managed to get the freebies ordered before March ended so we could start fulfilling as soon as possible, but we hit a few snags along the way.
Our new Canadian fulfillment partners were behind on the work order to assemble the freebie packs and transfer sticker sheets to our US fulfillment partner. They finished up early last week so all non-US knitwear-only orders shipped within the week of April 20th, with US knitwear-only orders shipping in the next couple of days. Keep an eye on your inbox for shipping notifications!
Classifying your order
Knitwear includes: Stargazer Boleros, Lunar/Stardust Cropped Knit Sweaters
Cut & Sew/Non-Knitwear: Tees, hoodies, and bags (though bags are coming later).
Knitwear-only means an order that does not include pre-order tees, hoodies, or bags. If you purchased in-stock items along with a bolero/knit sweater, that still counts as knitwear-only.
If in doubt, your order will be shipping in the next two weeks unless you purchased the Modular Tote Purse.
Upcoming fulfillment for all orders excluding the tote bags
Now, the good news for tee and hoodie enjoyers! Tees and hoodies arrived at our US warehouse this morning and the Canadian shipment should arrive in about a week or two. We’ll begin fulfillment once we lock in addresses!
Action Required
If you did not order the Modular Tote Purses, please update your address before Friday, May 1st. Orders excluding the Modular Tote Purses will begin fulfilling on May 4th in the US, and all orders outside of the US will fulfill shortly after from our Canadian warehouse once the shipment arrives.
Modular Tote Purses
This leaves the modular tote purses as the final items pending delivery to our warehouses. They’re still on schedule as we anticipated them to take a little longer. Bags are wrapping up production right now and will likely be shipped to us before the end of April, with arrival at our warehouses estimated for late May. Orders containing the tote bags will be fulfilled in late May or early June once they arrive. If you have moved since pre-ordering and don't plan to move before July, now is a great time to update your address. However, we will send another update closer to fulfillment requesting addresses one last time.
Exchange workflow changes
Some of you may have already received your pre-orders. Lucky you! If you need to exchange your items for other pre-order items, please email us directly with your order number, the item you're returning, and the item you'd like in the exchange. Here's a template to keep it simple:
Order: #XXXXX
Item(s) to be returned: 1 x Product A, 1 x Product B
Exchange items: 1 x Product C, 1 x Product D
If your address has changed, make sure to include your address details as well!
We were super disappointed to discover while writing this update that our old workflow that allowed us to list the pre-order items exclusively in our return portal no longer works. In order for items to be exchanged, the item must now be published to our online store and be in stock. If we do this, pre-order items will become available to the public and it’s possible they could sell out before your exchange. As this is a core feature that kept pre-orders running smoothly, we will be looking for return portal alternatives that will still support this workflow. We'll send an update if we find one that works for this pre-order, but in the meantime, we can manually process exchanges via email.
So sorry for the inconvenience! We're working with the devs to find a solution and considering other return portals in case the problem cannot be solved before our next pre-order.
Next update
The next update is scheduled for Wednesday, May 6th. We will be back with updates regarding exchanges and an update on fulfillment!
Thanks as always for your love and support; we can’t wait to see you in your Stardust fits!
Until next time,
The Carmicrew
