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Official Shipping Update Thread

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Official Shipping Update Thread

Postby cybereality » Mon Jun 24, 2013 7:04 pm

Everyone's been asking for an official shipping update thread, so here it is.

We mentioned last week that we ran into a few, simultaneous snags in different parts of the world that are keeping kits from being imported smoothly. We sorted out the EU issues quickly, but there are still roughly 3,500 units held up at the US port by customs.

We’ve received information from customs about what’s causing the hold-up and we’re working with the right people to resolve it as fast as we can. Customs’ job is to ensure everything coming into the US is safe and within regulations to enter the US market. Their approval process is beyond our control -- All we can do is work with them to make sure they have everything they need as fast as we can.

We don't have a firm date for when the units will be released yet. We have Oculus team members at the port, communicating with customs to try and resolve everything more quickly. We’ll keep everyone posted on updates/changes via @oculus on Twitter and on the Oculus Forums.

Just to throw one more wrench in the works, we made a mistake in fulfillment last week that's caused plenty of expected confusion on the forums. We shipped roughly 100 kits to US customers from extra stock that had already cleared customs from the last batch. Unfortunately, there was a mix-up and and we sent these dev kits to customers at the end of the order list rather than the beginning. This was completely our mistake and we’re really sorry for the mix-up plus the resulting confusion.

We're working around the clock on getting these units out of customs and we’ll keep you updated on progress until kits are being delivered smoothly again. Sorry again, and thanks for your patience.
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Re: Official Shipping Update Thread

Postby cybereality » Thu Jun 27, 2013 7:34 pm

Good news: we've (finally) resolved the US customs issue. Now that we've sorted out the mix-up (it was due to missing paperwork on our end), future shipments should be processed smoothly.

The first ~2,500 dev kits have cleared customs and are now on their way to the warehouse for fulfillment. We expect to get all of these processed, labeled, and in the mail early next week (some should make it out Friday). The second batch of 1,000 units is being processed by customs now.

A quick update on Australia and New Zealand Rifters: we have a large batch of units queued up, and the hold-up is that we're setting up a fulfillment center for the region. We'll have more info for you next week.

Sorry again about the delays and thanks for bearing with us!

// cybereality

PS. If you’re in a situation where your address is changing within the next few days, just email support@oculusvr.com with more details and we’d be happy to help coordinate your kit’s delivery. Thanks again!
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Re: Official Shipping Update Thread

Postby cybereality » Mon Jul 08, 2013 11:46 am

We’re back on track! All of the development kits that were held in US customs are now on their way to developers. We expedited some of the long-distance deliveries to try and get as many Rifts in developers’ hands for the 4th of July weekend. Have fun!

We’ve started shipping post-Kickstarter kits to Australia and New Zealand. With the distribution center coming online, we should have the entire region completely fulfilled in July. Sorry for the delay!

We also recently shipped another 1,000 dev kits throughout Europe, and we’ll have another 1,000 on their way to doorsteps soon. If your order status is “Processing”, you should receive an email notification just after the long weekend.

Thanks for bearing with us as we worked through all these issues. All in all, there are now over 17,000 Rifts out in the wild, and we’ll have shipped all dev kit pre-orders from 2012 by the end of the week!
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Re: Official Shipping Update Thread

Postby cybereality » Tue Jul 16, 2013 4:00 pm

G'day, mate! We're caught up on orders for Asia and Oceania (1,000+ dev kits have shipped throughout the region). We're on track to deliver all existing dev kit orders in August.

International Rifters, please remember that you're responsible for any local taxes, duties or fees.

If you haven't already, take a moment and confirm your address here: https://www.oculusvr.com/sales/.

Thanks!

// cybereality
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Re: Official Shipping Update Thread

Postby cybereality » Fri Jul 26, 2013 5:54 pm

If you've received a processing email your order will ship within a few days.

There are 1,000 kits going to Europe and Africa, and another 2,000 to U.S. and Canada.

We've encountered some region specific delays. Shipments to the Middle East have resumed. We're still working on a solution for Russian deliveries.

If your order has been in processing for longer than 2 weeks, be sure to contact support@oculusvr.com and we will look into it.
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Re: Official Shipping Update Thread

Postby cybereality » Wed Aug 14, 2013 6:12 pm

We've recently shipped 1,000 developer kits from our fulfillment center to customers in US and Canada.

There are around 500 units about to ship to customers in non-North American, non-European countries.

Another 1,000 kits are on track for shipment to European customers early next week.
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Re: Official Shipping Update Thread

Postby cybereality » Fri Sep 13, 2013 11:42 am

We've been shipping kits out regularly over the last month.
As of the last batch we've caught up in all regions outside of the US and Canada.
We have another 2,000 units slated to start shipping at the end of September for US and Canadian customers.

A heads-up: we're starting a new production run to keep up with demand, but there will be a delay in shipping for new orders starting very soon.

Bear with us as we build more development kits!
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Re: Official Shipping Update Thread

Postby cybereality » Wed Oct 09, 2013 6:01 pm

Hey guys, it's shipping update time!

Since the last update we've shipped out around 2,000 kits to Europe and another 2,000 to US and Canada.

If you were in either of those batches, you should have got your tracking number and possibly even received the package already.

There was, however, an error effecting some of the tracking numbers out of Europe. If you got an email with an incorrect tracking number, don't worry. Your Rift was still sent to your address and should arrive safely.

To meet the increasing demand the factory has ramped-up production again and we should have the newly built kits on their way to the distribution centers in the next few weeks.

We really appreciate everyone's support and patience. Thank you again!
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Re: Official Shipping Update Thread

Postby cybereality » Fri Oct 25, 2013 6:11 pm

Earlier this week we shipped about 1,100 kits to US and Canada. If you were in the batch you would have got an email stating your order was going into "processing". However, because of a technical issue, the "shipped" email never went out and people have not received their tracking numbers.

Not to worry. We did, in fact, still ship all the packages. Some people have already received their kit. If you haven't yet, it should be arriving early next week. Very sorry for the mix-up, we hope this is not too much of an inconvenience.
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Re: Official Shipping Update Thread

Postby cybereality » Tue Oct 29, 2013 11:10 am

If you were in the last batch to US/Canada you should have received your tracking number over the weekend (sorry for the delay).

This week we've got another 400 kits going to US/Canada and about 80 units going to China. People in those batches should have received a "processing" email yesterday.

We'll have new batches to other regions going out very soon. Thanks for your patience.
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Re: Official Shipping Update Thread

Postby cybereality » Fri Nov 08, 2013 5:11 pm

For the past week we've been focused on getting smaller batches out globally.
Aside from the countries mentioned in the last update, we've shipped around 2,400 kits to all regions worldwide.
If you were in any of those batches you should have received an email already.

In response to demand, we have increased production. Our goal is to have all current orders delivered by Christmas.
Thanks for your continued support.
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Re: Official Shipping Update Thread

Postby cybereality » Mon Nov 18, 2013 6:31 pm

We have a new round of dev kits shipping globally soon. If you ordered your kit prior to November 1st, you should have just received a "processing" email.

If you believe you're in this batch and you haven't received an email from us yet, please email support@oculusvr.com and we'll be happy to assist you.

We're still on track to deliver all current orders before Christmas and we'll let everyone know if that changes.

Cheers,

// cybereality
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Re: Official Shipping Update Thread

Postby cybereality » Wed Dec 04, 2013 12:03 pm

We're happy to announce oculusvr.com is once again accepting orders for delivery to Russia.

We've partnered with BayRu, a company specifically formed to ship products from the US to Russia. Based on our initial shipments together, we feel confident orders will be successfully delivered to residential and business addresses.

If you place an order shipping to Russia, BayRu will contact you prior to shipment to confirm all of your delivery information. You'll be asked for address confirmation and a scan of your passport as part of the documentation needed for customs clearance. Please note that we can only ship to the address associated with your payment method.

Thanks for your patience while we worked out reliable delivery. We hope you enjoy developing content with the Oculus Rift Development Kit!
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Re: Official Shipping Update Thread

Postby cybereality » Wed Dec 04, 2013 4:49 pm

Great news! We've caught up on all orders in US, Canada and Europe as of yesterday. Some areas in Asia are also up-to-date.

If you're in one of these regions and ordered recently, then your developer kit could ship as soon as this week.

We're also still on track to deliver current orders for the holidays, but the cut-off is quickly approaching.

Cheers
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Re: Official Shipping Update Thread

Postby cybereality » Tue Dec 10, 2013 6:08 pm

As of today we're caught up on all orders worldwide.

New orders moving forward will ship out within a few days of purchase, depending on region.

We're still on track to have current orders delivered by Christmas.

Happy holidays!
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Re: Official Shipping Update Thread

Postby cybereality » Sat Feb 01, 2014 12:48 pm

Due to the Lunar New Year, we are anticipating approximately a one week delay on shipments to certain regions.

If you have purchased recently and have a shipping address in Asia, South America, New Zealand, or the Middle East, please be patient as we get through the holiday.

We are aware of the recent news of some major shipping providers having issues with delivery to Russia. Rest assured that we are using Bay.Ru for Russian orders, and that there should not be any problem importing into the country. If you do place an order to Russia, be prepared for Ray.Ru to contact you requesting additional information in order prepare the import documents.

Thanks again for your continued support.
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Re: Official Shipping Update Thread

Postby cybereality » Wed Feb 19, 2014 6:38 pm

Certain components used in the Oculus Rift developer kit are no longer being manufactured, meaning they are no longer available to us for production. As a result, we don't have the necessary materials to produce additional kits. We still have some stock available, but we're quickly running out. We are looking into alternate sources for the needed components, and we don't yet have a timeline for when additional units will be available. We'll be sure to keep everyone posted.

As we sell out of inventory in each region we plan to suspend sales in that region until we are able to deliver new orders. Currently we are only selling and shipping to the following countries:

- United States
- Canada
- Countries in the European Union
- Japan
- South Korea
- Australia
- Switzerland
- Norway

We never expected to sell so many development kits and VR only made this much progress with the community's support and enthusiasm. Even though we never wanted to sell out, it's a good problem to have -- Thank you!
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