Why haven't I received my order even though I purchased it earlier than others? Why don't I have a tracking number? Where should I look for my tracking number? Why do I have a tracking number but it shows for days that the courier hasn't received it? Do I need to pay taxes for DWARF II?
This article will help you quickly understand all the shipping issues related to DWARF II.
Table of Contents
1. dwarflab.com Website Orders
1.1 Shipping Date
1.2 Will the accessory orders be sent out together with KS/IGG orders?
2. Kickstarter Orders
2.1 Orders Shipping Status
2.2 Orders Tracking Quer
3. Indiegogo Orders
3.1 Order Shipping Status and Future Shipment Scheme
3.2 Orders Tracking Query
4. Other Delivery-Related Questions
4.1 Do I need to pay taxes when I receive DWARF II?
4.2 What should I do if I find that the package and order I received do not match?
1. dwarflab.com (Website) Orders
1.1 Shipping Date (Roughly Estimated)
Orders placed before Feb. 1st will be shipped at the end of February or early March, and orders placed after Feb. 1st will be shipped in March. The in-stock orders will be available around May, and the price of the classic version will return to the original price of $459, while the price of the deluxe version is yet to be determined.
Please do not worry if you haven't received the tracking number yet. The amount of orders we sent to the logistics company is too large (including Dwarflab.com's orders), and they told us that we will receive the majority of the tracking numbers at the beginning of March.
If your tracking status hasn't updated after checking the tracking number, please be patient. Your package is in transit to your local country, and the tracking status will be updated when the package arrives in your country.
Attention: DWARF II Luxury orders will be shipped out separately into two packages.
In February, we found some issues with UHC filters and filter adapters, and we have recalled the accessories and stopped production. We have screened out those problematic accessories, which caused a serious shortage of accessories for the Luxury orders planned to be shipped out in February. We don't want to postpone the shipment plan in February and want everyone to receive quality accessories, so we plan to send the DWARF II to you first, and then send the accessories in mid-March, so that you can receive DWARF II first.
This means that you will receive two emails about the tracking numbers, and because the orders backend can only be filled with one tracking number, only the status of one package can be queried in the backend. Please keep these two emails, so that you can query the two packages through the two tracking numbers emails.
1.2 Will the accessory orders be sent out together with KS/IGG orders?
Accessories pre-ordered before Jan. 19th will be sent out with KS/IGG orders, but orders for accessories pre-ordered after Jan. 19th will be sent out separately.
2. Kickstarter Orders
2.1 Orders Shipping Status
2.1.1 Fulfillment
We have sent out orders to 2420 backers.
2.1.2 Shipped but without Tracking Info
It is normal that there is no logistics track until the package has arrived in the local countries and regions. All backers have been in the same situation, and many early KS backers have already received their DWARF II successfully.
The logistics provider we selected cooperates with your local courier. The tracking number you receive is the local delivery tracking number. DWARF II's tracking info will not be displayed until it is picked up by the courier after it arrives in your destination country/local area.
Countries without a track record for over 30 days: EU and UK.
When to arrive: It's estimated by the end of February, the actual arrival time may be delayed or ahead of schedule.
2.1.3 Unfulfilled
145 Backers' orders have not been shipped yet.
Reasons for not shipping: incomplete donation and shipping information, lack of customs code, and regions such as HK, Taiwan, and mainland requiring Chinese addresses.
When to ship: After users provide complete shipping information, we will ship your orders at the end of February.
2.2 Orders Tracking Query
2.2.1 Query via Your Email
Check if you have received the email from hello@dwarflab.com, which contains the logistics tracking number for tracking.
2.2.2 Register an account on dwarflab.com for inquiry(Strongly Recommended).
If you have orders on both KS and dwarflab.com and placed orders with the same email address, you can click on the character image at the top right corner of the website to create an account, and after successfully creating an account, you can log in to check the status of all orders.
If you placed orders on KS and DWARFLAB websites with different email addresses, you need to register and log in separately with different emails to check (you can contact us to modify your order email to a commonly used email, so that you only need one account to query).
2.2.3 Orders Can't be Found
One possible reason might be your order has not been shipped yet.
If you're unsure whether your orders have been shipped, you can contact hello@dwarflab.com for confirmation.
3. Indiegogo Orders
3.1 Order Shipping Status and Future Shipment Scheme
3.1.1 Fulfillment
We have sent out orders for 966 contributors (without microscopes and accessories in the US and UK).
In February, we already shipped out 1500 units of IGG orders, and there are still a small number of orders before January 31 that need to be contacted with users to confirm due to incomplete receiver information.
Attention: DWARF II Luxury orders will be shipped out separately into two packages.
In February, we found some issues with UHC filters and filter adapters, and we have recalled the accessories and stopped production. We have screened out those problematic accessories, which caused a serious shortage of accessories for the Luxury orders planned to be shipped out in February. We don't want to postpone the shipment plan in February and want everyone to receive quality accessories, so we plan to send the DWARF II to you first, and then send the accessories in mid-March, so that you can receive DWARF II first.
This means that you will receive two emails about the tracking numbers, and because the orders backend can only be filled with one tracking number, only the status of one package can be queried in the backend. Please keep these two emails, so that you can query the two packages through the two tracking numbers emails.
3.1.2 Shipped but without Tracking Info
It is normal that there is no logistics track until the package has arrived in the local countries and regions. All backers have been in the same situation, and many early KS backers have already received their DWARF II successfully. The logistics provider we selected cooperates with your local courier. The tracking number you receive is the local delivery tracking number. DWARF II's tracking info will not be displayed until it is picked up by the courier after it arrives in your destination country/local area.
A country without a track record for 30 days: the UK.
When to arrive: It's estimated by the end of February, the actual arrival time may be delayed or ahead of schedule.
3.1.3 Unfulfilled
Some people recently inferred from our last Indiegogo update that orders without accessories would be sent out first, while orders with accessories would be sent out later. In reality, there were some restrictions when we sent out our last shipment, as the shipping company told us they would stop accepting orders after Jan. 12th before the Chinese New Year, leaving limited time for the freight forwarder to sort and send out orders. In order to send out all IGG Early Bird Perk standard packages within the unit time, only orders without extra accessories were sent out. However, there is no time restriction for shipment now, and normally accessory orders(placed before Nov. 19, 2022) with Indiegogo perks will be shipped out together. Therefore, we do not recommend users cancel their extra accessories now, as this will add workload and delay the shipment time. If anyone has doubts about the shipment plan, it's wise to confirm with DWARFLAB staff via hello@dwarflab.com or FB Messenger. As users on our KS platform gradually receive their DWARF II, they have also sent us feedback on some small issues from multiple dimensions, such as long shipping time, UHC flaws, and further optimization of production processes. In the past 10 days, we have been constantly improving the production line to ensure product quality and researching other logistics companies to prepare for changing to a faster and better service logistics company to ensure a better user experience for Indiegogo and website users when they receive the product. We can feel anxiety in the process of waiting for DWARF II, but we believe that when you receive DWARF II, you will understand the meaning of what we are doing now.
We cannot give everyone a very accurate delivery time for the order at present but roughly estimated that orders that pre-purchased before Feb. 1st will be shipped in late February, and orders that pre-purchased after Feb. 1st will be shipped in March. Please rest assured that everyone will get a tracking number notification once your order is shipped.
3.2 Orders Tracking Query
3.2.1 Query via Your Email
Check if you have received the email from hello@dwarflab.com or Indiegogo, which contains the logistics tracking number for tracking.
3.2.2 Query through Indiegogo Order Backend
Log in to your Indiegogo Account and check the order shipping status in My Contribution.
3.2.3 Register an account on dwarflab.com for inquiry(Recommend this way to backers who pre-ordered prior to Nov. 19th).
If you have orders on both Indiegogo and dwarflab.com and placed orders with the same email address, you can click on the character image at the top right corner of the website to create an account, and after successfully creating an account, you can log in to check the status of all orders. If you placed orders on Indiegogo and DWARFLAB websites with different email addresses, you need to register and log in separately with different emails to check (you can contact us to modify your order email to a commonly used email, so that you only need one account to query).
3.2.4 Orders Can't be Found
One possible reason might be your order has not been shipped yet. If you're unsure whether your orders have been shipped, you can contact hello@dwarflab.com for confirmation.
4. Other Delivery-Related Questions
4.1 Do I need to pay taxes when I receive DWARF II?
We try to make the carriers to pre-pay the customs duties during import clearance, however, it is not possible for all countries, especially in Africa, the Middle East, and island countries of Oceania. If you receive notification from customs, please follow the instructions to complete the clearance process, so that you can successfully receive DWARF II. If you are not sure how to handle it when you receive the notification from customs, please contact us.
4.2 What should I do if I find that the package and order I received do not match?
Please check your order list, and if it does not match the content in the package, please provide the following information and send it to hello@dwarflab.com. We will provide you with a solution after confirmation. 1. Photos of the status of the express box 2. Photos of the content in package 3. Contribution number or order number 4. Logistics tracking number