The Isofarian Guard Fulfilment Update:
17
May 2023

The Isofarian Guard Update:

We apologise for the technical error that occurred on the 15th May, where backers received a dispatch email that contained an incorrect tracking link.

The technical error has affected orders that are using a Parcel Force or DPD service. Backers for The Isofarian Guard will have now received an additional email with the correct tracking information.

For any further outstanding issues please contact our customer service team at: https://gamesquest.freshdesk.com/support/solutions/29000015864

Once again, we would like to apologise for the inconvenience and confusion caused on this occasion.

-Team GamesQuest

 


Frequently Asked Questions:

 

I received my tracking email weeks ago. Why has it not updated?

We have been made aware that backers received a pre-alert from the carrier on the 5th May. The pre-alert indicates that a service has been selected for your delivery and does not reflect that your order has been dispatched. We understand how the pre-alert has caused confusion on this occasion.

Backers will receive an email from GamesQuest once their orders have been dispatched. 


When will my tracking activate?

If you have received a tracking link this is working but it's not updating, please allow a few additional days for this to update. If it continues to not update, please contact our customer service team at: https://gamesquest.freshdesk.com/support/solutions/29000015864


Are you going to send an email with the correct tracking?

We have now resent tracking emails with the correct information. Please check your inbox for this information. 

My address is incorrect. What should I do?

If you are a EU backer, and have now received your tracking number we would recommend contacting GLS locally to update your address as your order has been dispatched. If you are a non-EU backer or have not yet received tracking, please contact customer service.

If you are expecting a play mat in a separate shipment and require an address change, please contact customer service. We cannot guarantee that the address changes will be updated but we will try our best to update as many as possible.


I've received an email for an order I've previously received? 

This is an old shipping notification email for a previous project which was triggered by an unfortunate technical error. If you have previously backed a Sky Kingdom Games project, you will have recently received a dispatch email in error. We would like to confirm that a reshipment has not been resent.

 

I've not received my play mat yet. Should I contact someone?

If the play mat for The Isofarian Guard was ordered separate, it has not yet been sent. Backers will receive a dispatch email once the play mat has been shipped.

If you are expecting a play mat in a separate shipment and require an address change, please contact customer service. We cannot guarantee that the address changes will be updated but we will try our best to update as many as possible.


8 Comments

  • 17 May 2023 Dragan

    I was asked to confirm my shipping address on May 26th address but nothing after that. What is happening?

  • 17 May 2023 Jasmin

    I haven´t received any shipping email – and I am waiting for more than just one game :-)
    Could you please let me know what is going on?
    Thanks in Advance
    Jasmin

  • 17 May 2023 Alper Aslan

    I haven’t received any tracking information yet even though the developer wrote that everybody has received such an email and I’m seeing people around me having their games for a week now.

    Any chance to get an update on my issue?

  • 17 May 2023 Daniel

    Same as with Florian (though with a slight detour of Item Unsuitable for Carriage). The parcel’s supposedly in delivery country and at delivery depot, but at Basingstoke Depot, even Prepared for delivery, even though it’s supposed to go to the Netherlands.

  • 17 May 2023 Florian Gschwendtner

    I received a tracking number in an email with my name in it, but the tracking showed that the parcel was delivered to “Basingstoke Depot” in the UK, but I live in Germany. How do I get the correct tracking number for my German address?


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