Great news from NTC HQ! Our new NAND image passed all our tests and is being installed in our factory this week! Manufacturing is on target for us begin shipping C.H.I.P. pre-orders again in mid-October. When pre-orders begin shipping, most will be fulfilled by our new logistics partner: DHL. A new shipping provider means a handful of changes.
To ensure the best possible shipping experience, we are only accepting new pre-orders shipping to the following countries: Australia, Brazil, Russia, Canada, Denmark, Finland, France, Germany, Great Britain, Ireland, Israel, Italy, Japan, Mexico, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, and the United States (these countries account for nearly 90% of our pre-orders to date). Existing pre-orders outside of these countries will still be shipped, just not via DHL.
Faster Delivery - For customers in the United States, we are now estimating transit time to be 5 days, down from 2 weeks. For customers outside the USA, DHL estimates an average of around 7-12 days.
Better Tracking - Tracking through DHL will be more reliable and transparent.
Shipping prices for new pre-orders will increase only $0.75 per shipment on average. We are covering the difference for existing pre-orders.
Pre-orders placed on or after September 15th on are estimated to ship in November.
Speed and Reliability
A month ago, we shipped 2000 pre-orders containing 3100 C.H.I.P.s to customers in the United States, via DHL. We saw our shipping time drop from 2 weeks to 5 days. Over those 2000 shipments, we experienced issues with only 6. Two were from bad addresses. Two were from their pre-order arriving (much) sooner than expected. The other two were fixed promptly by DHL.
Over the course of the trial, only .3% of shipments resulted in a support request. Compared to the 20% of shipments generating a support requests when shipping from Hong Kong, this is a big improvement. (12,000 requests over 60,000 shipments).
Improved Customer Service
To date, we've had a team working full time to ensure that our products were delivered properly and fixing any customer support tickets relating to shipping. Over the last month, we’ve made some adjustments internally to improve our average response time to around 6 hours (way down from 5 days). DHL will also be doing their own customer support for shipping, 9moving forward. These changes mean you get answers faster and we can put more of our focus onto things more exciting than shipping logistics.
Expanding to new countries
We're currently working with DHL to add countries to our list and in talks with major distributors across the globe. Are you a distributor? Do you want to help distribute C.H.I.P.? Send an email to firstname.lastname@example.org.
Shipping prices & Duties and Taxes
A new shipping partner requires an update in our shipping prices. After modeling all our current pre-orders based on DHL's prices, there was an average increase of only $0.75 per pre-order.
We've also received a ton of feedback regarding duties and taxes charges. For much better transparency, we are implementing a duties and taxes calculator into our webstore. For the countries we are able, we’ll charge the duty and tax as part of the shipping calculation during the checkout process. This way, there won’t be surprise charges upon delivery and your package will arrive faster to your door. We hope to have this fully implemented by the end of the month, if not sooner.
More news as it comes! Stay very tuned.
\ (•◡•) / everyone at NTC