We messed up, and we're very sorry
over 5 years ago – Thu, Dec 13, 2018 at 06:40:39 PM

As many of you are probably already aware, we have made a few mistakes with Rescue Polar Bears over the past several months. Many of you have expressed your disappointment regarding the errors with the game and we are deeply sorry.  

First and foremost, we want to tell you that we’re sorry that your disappointment and your complaints were not met with an offer to rectify the problems from the very beginning.  

During the Kickstarter campaign, we promised the dice in the game would be engraved. These were special dice, unique to this edition of the game, and you all worked together to reach the stretch goal to include the Fire & Ice dice in the game. You expected both dice to be engraved and they are not. The red temperature die is currently printed, and many of you have expressed your disappointment in our original intent not to reprint it. You were all right. We made a promise to you and we didn’t deliver. We are very sorry for that and we will be reprinting the red temperature die, which will be shipped to each and every backer.  

In addition to the dice, we are aware there is a misprint on the green Icy Cape player board. The green Icy Cape ship should only start with the ability to carry two bears, not three like the player board in the game indicates. This needs to be fixed and we will also be reprinting that board to reflect the correct ship ability. Below is a picture of the fixed player board so you can use this as a reference until you receive the corrected one. We will be shipping the board, along with the temperature die, to each and every backer. 

Many of you are likely also aware that some of the backers still have not received their games. We would like you to know we are taking steps to rectify that problem and we have contacted each and every one of those backers via email.  

Again, we want to offer you our heartfelt apology for every mistake we have made along the way. You, our backers, are extremely important to us. Without you, the games we make would never happen and we know we have goofed up on many steps along the way with Rescue Polar Bears. 

Thank you all for your understanding and we hope you have a wonderful holiday season.

Shipping update
over 5 years ago – Wed, Nov 21, 2018 at 12:39:06 AM

Many of you are asking about the status of the replacement cards, as well as those who have still not received their copy of the game. 

Canadian Backers

We received the following information from our fulfillment partner in Canada:

Please note that the ongoing Canada Post rotating strikes are causing serious delays for all Canadian customers. Expect your order to take between double and triple the normal amount of shipping days. Unfortunately shipping using another courier at a higher cost is not an option. Once you have your tracking number please use the Canada Post website to monitor the progress. If you have any other concerns please email us at "[email protected]"

Replacement cards and replacement parts

The replacement cards have been sent out to all international backers. If you have not received them, then they should be coming soon. 

Our warehouse should have the list to which the replacement cards to be sent to U.S. backers within the next day or so. Once they have that list, they will begin sending those cards out right away. The reason it has taken some extra time is that our customer service representative has been going through any reports he has of damaged boxes, damaged parts, and missing components. Because of that, the shipping list has taken some extra time because he wants to make sure no one is missed. We will be including all of those replacement items along with the shipment of replacement cards. 

As for the dice, we will not be reprinting them. Many of you have asked in comments, so we wanted to put it in an update to clarify that information. 

Regarding any other issues you may have with the game, please continue to let customer service know so we can be sure to get any replacement parts needed sent out to you. 

Updated Shipping Progress
over 5 years ago – Mon, Nov 05, 2018 at 10:52:32 PM

So we have been shipping out the game and continue to do so, but want to be sure all of you know where your rewards are and when to expect them if you haven't gotten them yet.  Here is where our 747 total orders:

• USA Backers -If you are in the USA then chances are your game shipped between September 11 and September 19.  You should have gotten a tracking number and your game long ago.  BUT, you also got one mis-printed card and are missing 3 of the 4 player aids.  We got those player aids and reprinted cards in last week and will be shipping those replacement cards out this week.  Those replacement cards will go out via first class mail in an envelope to your backerkit survey address.  If you need to change your address for the 4 replacement cards please email to [email protected] and Curt can help you fix that!
  
  
• Canadian Backers -We sent out just a few games directly to Canada before we found the printing error and the 3 missing cards for the player aids.  We waited until those came in to ship out the rewards with the replacement cards directly. Those few of you who already got the game, we are sending you the 4 cards directly from the USA this week.  We shipped out the 41 rewards for you CA backers to Mission Fun & Games on October 31 on Fedex # 783515576537 to their USA address and they are importing them and organizing the fulfillment throughout Canada now.  John should have that done in the next few days so we would expect you to have your rewards showing up by late next week or the week after.  They have all left our USA warehouse and are actively being worked on now.  Watch for tracking numbers soon!

• EU Backers - We sent out 11 rewards directly to the EU before we found the printing error and the 3 missing cards for the player aids.  For the other 84 of you, we waited until those came in to ship out the rewards with the replacement cards directly. We shipped out the 84 rewards contents to Spiral Galaxy to their USA address TODAY on UPS and you can check the status HERE.  We expect it to arrive at their facility early next week to their USA address and then their freight forwarder will airmail it to the UK for fulfillment inside the EU.  This means that the rewards will arrive to you from inside the EU so you won't be paying a VAT/Duty/Customs for them!  They have all left our USA warehouse and we expect Spiral Galaxy to do a great job as always.  Watch for tracking number later this month and we hope all of you will get your rewards before the end of the month.  

• Australia/NZ backers: Your story is almost the same as for the EU backers, we shipped out just a few of your rewards before we realized the problem with the 4 cards we were going to have to send out, so we also decided to send the new cards together with the games directly to Australia together.  Now that we have the cards we are working with Aetherworks in Australia to get your rewards out.  We expect them to all be delivered later this month and anyone who already got your rewards will also be getting the replacement cards from Aetherworks via the AU post directly soon.  We haven't shipped the rewards out to Aetherworks but expect to send them this week.  Yes that means you will get your games from inside of AU/NZ region so you shouldn't be paying and VAT/Customs/Duties!

• Rest of the World: Anyone else outside of the above areas, we are shipping your games directly from the USA if you didn't already get them early last month.  We will be sending the 4 replacement cards together with the rewards this month and if you already got your rewards we will be sending out the replacements later this week.  We are actively shipping a few every day and expect to be completely finished by late next week with the remainder of the worldwide shipments.  Please consult your own country's laws regarding the VAT/Customs/Duties.

We hope to be finally finished fulfilling everything shortly and appreciate all of your patience during this process.  We are so glad to be finally getting this out to all of you and are so sorry for the delays in fulfilling this project.  We are happy that the reviews are coming in very positive about the game and we hope you will appreciate that you are getting a very, very unique version of this game.  We will never be reprinting the game with the heavier, more substantial polar bear meeples and expect the reprint with the plastic meeples to happen sometime later next year and we expect the few remaining copies we have left after the Kickstarter to go very quickly. 

The replacement cards are here!
over 5 years ago – Tue, Oct 30, 2018 at 10:30:37 PM

Many of you have yet to receive your copies of the game and have been asking for the status of fulfillment. We know a lot of you are frustrated it has taken so long and that there have been issues along the way. For all of that, we are truly sorry. 

We moved forward with some of the International fulfillment before the replacement cards arrived. Those were the games being shipped out of our Chinese fulfillment center. The rest of the games were held until the replacement cards were received from the factory, which took longer than we were told it would. 

The good new is, the cards arrived today! The Risk Reduced Temporarily card has been reprinted and now the back matches the rest of the cards! We now also have all the player aids to send to each of you, as per the stated contents of the game. 

We are wholeheartedly sorry that these mistakes happened in the production in the first place. We will be mailing the cards by themselves to all of you who have already received your copy of the game! The cards will be sent along with the game to all of you who have not yet received your copy. 

We are resuming fulfillment immediately. For everyone in Europe or Australia who have not received your copy, it will be coming from our U.S. warehouse. For those of you in Canada, we are working with a Canadian fulfillment center. We are shipping everything to them this week and your fulfillment will begin within a week or so. 

Everyone will receive tracking numbers in whatever email you have attached to your Kickstarter account. The games will come packed in a box with sufficient packing materials. 

For those of you who have contacted customer service regarding missing parts, damaged parts, or damaged boxes: we will begin sending those replacement parts as soon as we finish fulfillment of the game. We have been compiling that list and you have no been ignored or forgotten. We will ensure you get a quality game, because that is very important to us. 

Again, we are wholeheartedly sorry that the process has not gone smoothly. 

Fulfillment Update
over 5 years ago – Wed, Oct 10, 2018 at 05:02:38 PM

I wanted to give you all a fulfillment update, since many of you have been commenting and asking about when your games will arrive in Canada and overseas. 

We were waiting for the reprint of the discolored card and the 3 missing cards. However, the factory has put other projects ahead of the reprint, much to our disappointment. We will have those reprints soon, but we opted not to wait for them to begin the International fulfillment. You all have waited long enough. 

What does that mean for those cards? Just like the U.S. backers, we will mail those cards out to the International backers when we get them. 

Canadian Backers

We are working with a Canadian fulfillment partner, so we have not begun the Canadian fulfillment. As soon as everything is in place and fulfillment is set to begin, I will do another update and let you all know. I don't expect you to have to wait much longer. I thank you for your continued patience. I know it has been frustrating. 

Worldwide Backers

Some of you have already begun to receive tracking numbers and/or your games. Those who have not, your games will be coming from the U.S. and we will begin getting those shipped out in the next week or so. 

Again, thank you all for your patience through all the issues in this process. I wish it had been a more smooth and seamless fulfillment. You all have been patient in the face of your frustration and our team at Mayday Games are grateful for that. Thank you all!