#115
Shipping is Complete!
Posted by Reaper Miniatures
We finished the last of the orders that were Locked In on Friday, February 27th shortly before 5:30PM Central Time. There are still a few orders that never locked in that we have to deal with, but it's safe to say that we are done!
So we're going to address what to do about any of the problems that might arise, now that some parcels are being delivered and others are in transit.
Shipment Lost or Stolen
Your tracking information says that the package was delivered, but you do not have it. You must open a claim (sometimes called a Trace Process) with the carrier for a stolen or mis-delivered package. Once you have done so, contact us at
help@reapermini.com with your order number and tracking number as shown on your pledge manager, and any claim # or confirmation # provided, and we will follow up.
You can Open such a claim at the link below - simply provide the information requested and follow all necessary steps.
https://wwwapps.ups.com/webClaims/create?loc=en_US&report_type=1
If it becomes necessary to send a second shipment, we may request a new delivery address for your replacement shipment, to help ensure proper delivery.
I have no Shipping/Tracking e-mail
You can find your tracking number on the Pledge Manager, as shown in the previous Update. Simply log in, and it will be in the right hand column above your itemized list of rewards. If no tracking number shows up, please contact us at
help@reapermini.com with your order number and we will try to get it sorted out as fast as we can.
Tracking Information has stopped Updating
Your package has been sitting in Bensenville, IL for days/weeks with a status of "Package departed international carrier facility" or similar. (This is common for International Backers.)
Unfortunately, we cannot guarantee that accuracy of the "status" of your package, and it is especially well known that some National Postal Systems do not integrate their data well with the US Post, so for some customers Tracking will end once it leaves the US (or reaches Bensenville), and you may not even receive an update that it has arrived in your country. The notice you have "Departed for International Carrier Facility" means it has been handed over to your National Postal Service, (or at least was loaded on a plane to go to your country's post) and in many cases, tracking simply stops there. You may ask of your National Post if they can locate the parcel for you, but not all tracking numbers provided by the US Postal System are considered valid numbers by all international carriers.
Be aware that we have access to the same data that you do, and as we no longer have the packages, have no data more than you have.
Missing Part From Order OR Missing "Bit" from Model
If you are missing one or more models, or one or more parts from a model (whether an entire model or simply an arm/head/weapon/etc.) please contact us to receive a replacement.
Send an e-mail to
help@reapermini.com with your order number, a shipping address to send the replacement part, and the part number as shown on the large graphics of the Home Page of the Kickstarter Project. This part number is the only way we have to be sure that we are supplying the correct part.
We will not "replace" parts which are not listed on your Invoice or were not locked in on your Pledge Manager.
The Address It was Shipped to is Incorrect
The package has already been shipped. We are unable to change the address in transit.
If the package is returned to us and we must reship, you may have to pay for the second shipment, and you will have to provide a new address - we will not send a second shipment to the same address.
Anything Else
If you have any other questions, or a problem not discussed above, please contact us at
help@reapermini.com with your order number and the e-mail address associated with your pledge, and we will do everything we can to help you.
Please DO NOT include screenshots or attachments of photographs of the miniatures or boxes when you e-mail us unless we request it. Our inboxes are very clogged and this extra information often only makes your message open slower, and does not usually help us to find a resolution.
Please remember that we have received over 2,000 e-mails in the last 3 weeks and we are going through them as fast as we can. If you are rude or abusive in your e-mail to us, we will move your e-mail to the end of the queue.
Thank you for everything!
~Reaper