We want to assure you that our lack of posts and announcements over the past few weeks is simply because we are very few people, and we have been solving many issues regarding our web shop, warehousing and shipping processes - as well as making many small updates to our production process.
All of this is about our effort to serve you better, even if we haven’t been so vocal about it.
We have received quite a number of urgent emails recently. It appears to us that there is some confusion or misunderstanding on a few points that we would like to clarify for everyone - whether you are a pre-order customer, a Kickstarter Backer, or just someone waiting for the shop to open again.
Here is a list of the points we would like to make. If you need more explanation, please read below.
- A “pre-order” is not the same as an “order” because no money has been collected.
- Pre-orders are being shipped in the order they were received.
- We are shipping to warehouses each week - not all at once.
- The size of each shipment from the factory grows each week as we fix various production issues “on the fly.”
- The shop will re-open only after all pre-orders have been shipped.
- We have not, in any way, forgotten about the original Kickstarter Rewards.
1. A “pre-order” is not the same as an “order” because no money has been collected.
The original shop was an effort to form a queue. When we launched the shop, we had no way of knowing how long this queue would be - and for this reason we did not collect any money. Your credit card was only pre-approved to secure your place in line. Cards are charged only when your film is shipped.
2. Pre-orders are being shipped in the order they were received.
As we said at the beginning of the pre-sale, all pre-orders are converted to orders and shipped based on your position in the queue. Since April 7, we have been working steadily through the queue - in order - shipping 100% of the film we have received from the factory into our warehouses.
Since we have three warehouses, the people who have received film are scattered around the world and because of this, it's easy to think that we are not shipping anything at all. But we are.
3. We are shipping to warehouses each week - not all at once.
We are still ramping up production volume and solving many small workflow problems on a daily basis. As such, we think it’s important to clarify that shipping is not from warehouses that we already filled, it is directly from the factory as soon as each batch is finished.
This slow production affects us as much as you. We are obviously disappointed that we have not been able to grow faster..
4. The size of each shipment from the factory grows each week as we fix various production issues “on the fly.”
As we noted previously, during the first weeks of April, the early production batches of film were showing some small defects. And due to the rigorous hand-examination, we received many rolls back that were actually not damaged at all. The result was that the first shipments to our warehouses were in very very small numbers.
This waste was unacceptable and we spent some time to fix these issues from the factory side. Quality assurance and small production optimizations will remain an ongoing task - but the simple fact is that shipments from the factory grow larger each week. This will result in all pre-orders being filled within the next 6 weeks, based on our current production schedule.
5. The shop will re-open only after all pre-orders have been shipped.
For the short-term, we are focused entirely on shipping the pre-orders in our system. This is a large number and will require several more weeks of production to clear.
When the shop re-opens, you will see that we have moved to a new platform, which is currently in development. Here is what this means for everyone:
- First and foremost - no more pre-sale. If you place an order in the new shop, it will ship within 48 hours (except weekends) and it will arrive in 3-5 days, depending on your location.
- Because it is a new platform, you will be invited to create a new profile during checkout. Please take the time to fill in this info.
- Kickstarter Backers who did not use their coupons during the pre-sale will be issued a new coupon for our new shop. Many have asked about their coupons expiring. Don’t worry, we will not let this happen.
6. We have not, in any way, forgotten about the original Kickstarter Rewards.
As all of our Backers know, it has been a long, long road so far - and that we have made various statements about when these original rewards will ship, only to have these statements cancelled by some unforeseen delay or other issue within the factory. As recently as March, we said that rewards would be available during a June/July window - but again, as before, this is proving to be impossible.
We wish to remind all Backers that the original campaign was to raise funds to buy equipment - and that is exactly what we have done. Because of our Backers, we now own hundreds of tons of machines and documentation that would have been lost.
The film rewards, were exactly that - rewards for helping us secure this machinery, and not pre-purchases of film as is the common practice on Kickstarter.
We must also clear the air for all Backers about P30. Everything we do to create P30 is also necessary to make color film. In fact, by using the simpler P30 to optimize and expand our production capacity, it makes the time to create the color film shorter and shorter. We are preparing a post about this relationship specifically.
In addition, without P30 and the sales we have generated, we would have been forced to close our doors earlier this year - a fact that cannot be understated. Creating P30 ALLOWS us to continue forward with creating color reversal film for the market, of which your rewards will be the “ALPHA” version..
We have tried diligently to give timelines for rewards in the past and each timeline has fallen apart at some point due to unforeseen circumstances. We have created much chaos and some bad feelings among our Backers because of these announcements. Each one was honest and based on the best available information - but all were speculation.
We can no longer subject you to such speculation. At this time, we are doing the work necessary to push color reversal film into production as soon as possible. We are thinking of some solutions, and much work is happening in Italy to get some of the machines you helped us purchase into operation to speed the process along. We are also connecting with suppliers and partners for the various aspects of delivering finished 35mm, 120, Super 8 and 16mm color reversal films, as promised.
There are simply too many issues yet to solve before we can state, with certainty, a timeline for delivery. We can only ask for your continued patience, and your understanding that we have not, in any way at all, forgotten our obligation to your contribution to our company.
The simple fact is that we are in production!
We are working diligently every day to fulfill our obligations to customers and Backers alike, while steadily expanding our capacity to do so.
Please understand that if we are silent for a few weeks, it is because we are busy trying to make your film, finish your film and ship your film.