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Official Shipping Update Thread

cybereality
Grand Champion
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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16 REPLIES 16

cybereality
Grand Champion
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@oculus.com with more details and we’d be happy to help coordinate your kit’s delivery. Thanks again!
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cybereality
Grand Champion
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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cybereality
Grand Champion
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.oculus.com/sales/.

Thanks!

// cybereality
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cybereality
Grand Champion
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@oculus.com and we will look into it.
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cybereality
Grand Champion
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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cybereality
Grand Champion
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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cybereality
Grand Champion
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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cybereality
Grand Champion
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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cybereality
Grand Champion
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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