From Kickstarter:
HiBy R3 Shipping Status update
For backers only
Posted by HiBy Music (Creator)
Dear Backers,
Firstly, we want to apologize to the backers who haven’t received their R3s yet. We’re so sorry for so much inconvenience all the delayed shipments have caused.
Secondly, we want to say we have always tried to be completely transparent with you. However, with so many moving parts, information does get scrutinized and we understanding there may be still some misunderstandings roaming around. We want to take this opportunity today to clear up the air about any misunderstandings we’ve seen amongst the backers.
We want to restate and confirm once again all the units, except for those missing a shipment address, have already been shipped out. We decided to use a shipping agency to fulfill all the orders because we thought they would have more experience and can get it done efficiently. After much communication, we want to state again all the units have been shipped and will be delivered via DHL.
This is the process of how each product has been shipped. Once we send all the products to the shipping agency, they pack each product and ship them to their Hong Kong warehouse. From there on, they’ll create the DHL labels (tracking numbers) for each order for the next shipping route. When the labels are processed, they will send the products to the DHL HK office to ship out. It take a few days for the products to process the customs clearance and arrived in DHL HK office.
Recently DHL is under a stricter control for what they classify as sensitive product, which includes items with batteries, powders, liquids, etc due to some explosion incidents that have occured in April and May in Hong Kong. Since R3 (batteries) is considered a sensitive product, they go under a strict examination when all the parcels arrive at the HK DHL.
Due to all the reasons above, the R3’s shipping time is taking longer than expected. However, we really can’t believer that some backers still have not received their orders yet and quite sorry about the hassle this has caused. This is the first time we’ve ever encountered a situation like this and tried our best to handle it the best we can.
Please believe us when we say we are doing our best to process and follow each shipment. We’ve greatly appreciate everyone’s patience so far and please wait a few more days for your order to show up. There are a few tracking numbers that have not been updated yet, we’re talking to the shipping agency and DHL to fix the tracking numbers within this week.
We have so much respect and are so grateful for this opportunity. We understand how frustrated you are as days pass and still no product. However, we sincerely hope you can understand and wait a little bit more. We always try to take full responsibility for our actions and commitments.
HiBy greatly appreciates all the backers’ support and patience from the bottom of our hearts. We are still doing our best to resolve all the tracking number issues and answer as many backer questions or requests.We will keep you posted for any more updates.
PS #1:Most of the parcels already arrived in the designated destination, please kindly mail to
service@hiby.com if you need any assistance ( shipping document ) for the custom clearance in your side. We will do our best to support you.
PS #2: For some region, we used other carrier rather than DHL.
Bests,
HiBy Music Team