I am Olivia, and this will be my first post on the Eve community! I joined the Eve team earlier this year and I’ve been leading the logistics team in the background. As tipped by @ReignDespair, It has been extremely busy on the shipping side of things, because of this, I’ve not had the opportunity to introduce myself earlier, and to tell you more about shipping… Until now!
Just a reminder. Before you start reading this post, please remember that we are coming from a good place and we are the same people that developed Spectrum and really want everyone to get their Spectrum as soon as possible. Our interests and incentives are aligned! .
We’re super happy to see people receiving their Spectrums and making some truly kick-ass setups that help them win! That warms our hearts more than any review out there (Even though those are nice, too! ).
- All express orders have been shipped.
- All Canada standard orders have been shipped
- All Australia standard orders have been shipped
- The remaining standard orders regions are either on the way or estimated to ship by Aug 10
If you didn’t get your tracking number please contact us.
Thankfully, we have a lot of customers around the world who have supported this project and allowed us to create a cutting-edge monitor. With such a blessing, this also comes with the major difficulty of shipping globally during the times of Covid-19 pandemic.
I am sure we are all fatigued with hearing about Covid-19, but when it comes to the shipping industry, the pandemic continues to cause major disruptions, which are not easing up any time soon. Anyways back to process:
Currently, all orders are handled at our distribution center in Hong Kong. All products arrive here, get assigned to orders, packaged, and finally shipped to your homes. This mitigates the risk of potential mistakes when a shipment departs from our manufacturing partner in Mainland China. Furthermore, this also allows us to perform an additional quality inspection on the products before shipping.
We have 2 types of shipping options available:
For the sake of transparency, we would like to inform you that we don’t make any money on your shipping costs and are barely keeping up with the volatility of pricing for both sea and air freight.
Let’s take a closer look at both options:
This is quite a simple operation.
Once units are received at our distribution center, These units will undergo the pick and pack process (Our shipping team can pick, and pack around 200-350 units per day!). Units are picked, scanned and matched with orders waiting to be shipped. The orders will then be picked up by courier at around 6-8pm HK time. Once an order is collected it will vary on courier as to whether the tracking gets updated same day or within 24-48h period.
There are multiple reasons why express shipping can go wrong/get delayed. For example:
Before the order can be picked and packed there are often errors in the order itself. Sometimes there is a letter or two missing in the postal code, In some cases unsupported characters have been used (We even had orders with emojis instead of their first and last name).
Running out of packaging material (the brown cardboard shipping box). I know it sounds silly but we have to keep in stock packaging for all various order combos such as monitor + stand, 2 monitors + 1 stand, 5 monitors and 5 stand, 3 monitors no stands + accessories, etc. Why not use the biggest possible box size to fit all? We must minimise the cost we pass on to you in shipping, but also we try to consider the environment. Typically, we order packaging materials with a good buffer. That being said, accidents can occur during the pick packing process where boxes are damaged and get wasted. Errors from our box supplier can also affect our stock levels: For example our box supplier can deliver the wrong material size; this was the situation around 2 to 3 weeks ago we received boxes that were 5 cm too small to fit Spectrum’s box and as a result we needed to reorder them and wait for more boxes to arrive.
In some instances we might run into issues at HK or Mainland China customs.The main reasoning’s for these issues are usually when monitors are missing in the container shipped to Hong Kong or simply major congestion’s.
The trucks that arrive to pick up monitors from the factory have/can also cause delays. If any truck that comes to collect the monitors have any signs of moisture, or damage to the the base of the truck we must refuse to load it. We then have to wait an addition few days to book another truck (Once again Covid sucks).
The list continues, but as you can see, there can be a lot of small unforeseen circumstances that cause a small delay, but they can add up very quickly.
This process is very similar to Express and all the same exceptions apply. The main difference for standard shipping is that there is an extra step during the shipping process. Before monitors are picked and packed at the regional warehouse it is first shipped by sea freight in bulk to the regional warehouse.
Normally, arranging sea-freight shipping is an easy process, but with the shipping industry crippled by the pandemic, this has also lead to additional obstacles for our standard shipping option. The logistics price volatility and slower shipping due to congestion at ports are of course frustrating, but the BIGGEST challenge we’ve faced is obtaining the containers to ship. For those interested, you can find many articles about the current crisis, COVID has created a huge trade imbalance to which there are a lot of containers leaving china with exported goods but very few returning back.
Have a look at just few articles forth past week.
We know that the time it’s taken to receive an order update for standard shipping has been frustrating and we are doing our best to find ways to provide you with an order update once your monitor is en route via sea freight. The main challenge for us is that we allocate units once they arrive to warehouse regionally rather than when they are loaded to containers in Hong Kong. Anyways I would like to go into a little more detail about standard shipping and main difficulties we have faced.
Before we proceed, I would like to inform everyone that we have enough stock to fulfill all the open orders to date. We made sure that stock would not be an issue.
Containers have been shipped to all regions, but this does not account for all orders. Currently, we have just finished shipping orders to Canada this week. For units allocated to the EU, and U.S.A., we estimate that the remainder will be shipped by Aug 10. All other regions have enough units on the way to fulfill the regional orders.
Standard shipping orders have taken us a lot longer than expected due to the container shortage explained above. Admittedly, we did not anticipate the severity of world-wide shipping situation. Originally, we had containers booked to depart as soon as 29th of June, but due to delays at customs, we were unable to meet that date. As a result, we lost the containers we had booked and had to order new ones, which took us much longer than we expected (World wide shipping crisis, COVID etc). This has been extremely challenging for me to manage, but we are working through all the challenges, and all the standard orders are expected to leave by Aug 10 (once again, keep exceptions and unexpected situations we mentioned above in mind).
Since order allocation for standard orders is completed at regional warehouses. If you’d like to upgrade to express shipping, we can offer this option until your order departs from the corresponding regional warehouse.