Hi Everyone,
We've been receiving a lot of questions related to shipping and the Meteor's functionality and companion apps. It's been a crazy week for us here at Kreyos and, while we try our best to make sure we answer all of the questions we get, we feel that it's more efficient to just put together an update that addresses the most common questions we're seeing on both our Social Media and Helpdesk channels. So here it goes:
Many of you are wondering why you haven't received your tracking numbers yet. Our shipping partners' throughput allow for them to pick, pack and ship a finite number of orders a day (We see them ship out as much as ~2,500 orders a day). We have gotten commitment from them that they will be shipping all orders within 7 days (we've been shipping for three) so you can definitely expect your tracking numbers within the next couple of days if you don't have it yet. We would also advise you to check your Spam or Bulk folders. If you still don't have your tracking numbers by the end of the week, shoot us an email at
support@kreyos.com with your orderID and we'll look into your orders for you and look for your tracking number. Sometimes, emails get caught up in SPAM filters and fail to reach recipients for a variety of reasons.
In case your orders are being mailed to an address that is no longer current, you will need to wait for the package to be returned to us (by the courier) in order for us to dispatch a new package for you to your new address. We established a cut-off date for all changes to addresses and orders to be made. The reason we did this was because once the order details are sent to our shipping partner, it will be difficult to send changes to them without stalling the entire process. Of course, as with any other logistics processes involving returns, this may take some time. So, if you have any way to forward shipments received from your old address to where you currently are, we urge you to explore this route first.
(CONTINUED ON THE NEXT UPDATE)
If you have already received your Meteor but are encountering some bugs, we will be posting updated FAQs and a short troubleshooting guide. But definitely email us too so we can have a technical resource work on your case.
Some of you are also asking why your package did not include the charging dock. Please check behind the black case of the packaging, as this is where the charger was packed and may not be readily obvious. We realize there's a lot of room for improvement as far as our packaging would go and we'll make sure to take this into account for other products in our roadmap. If your charger (or any items that should be included in your order) is indeed missing, shoot us an email and we'll make this right for you.
If you ordered for multiple items but only received a part of them, this may be because our partner typically splits them up into multiple order depending on weight. We would advise you to wait a day or two for a separate tracking number which we will send via email.
As for the apps, we are fixing some relatively minor bugs but they are already approved in their respective stores. We will be activating them imminently and will keep you posted.
For any other concerns, please email
support@kreyos.com.
Best Regards,
The Kreyos Team
