Embark on a Magical Journey: Explore the Enchanted World of Mystic Castle
This post is for backers only. Please visit Kickstarter.com and log in to read.
Dear Backers,
First and foremost, we apologize for our long silence. We've been working tirelessly to find solutions to the challenges that arose during the fulfillment of this project.
We want to be transparent with you about our current situation. Unfortunately, due to significant unforeseen expenses during recent customs issues, we are unable to send replacement puzzles to everyone who received damaged rewards at this time.
Our financial situation has become critical, and if we do not launch a new project soon, our company risks closure due to bankruptcy. However, we are committed to finding a solution that works for everyone.
Here’s our plan:
We propose sending replacement puzzles to all backers who received damaged rewards during the production phase of our third project. Additionally, we will include a special gift from us as a token of appreciation for your patience and understanding.
This approach allows us to stabilize our company while ensuring that we fulfill our commitments to you, our valued supporters.
Your support and trust mean everything to us, and we hope this plan demonstrates our dedication to you and the future of our creative journey. Please share your thoughts in the comments; we’re here to listen and improve.
Thank you for standing with us during these difficult times. We appreciate your understanding and continued support.
With gratitude,
The Mystic Castle Team
Dear Backers,
We hope this message finds you well. We’re reaching out to address an important matter regarding communication.
Over the past few weeks, we’ve received an overwhelming number of messages across various platforms—emails, direct messages, social media comments, and more. While we deeply value your feedback and concerns, the sheer volume and scattered nature of these messages have made it challenging to track and respond effectively.
To ensure your messages don’t get lost in the shuffle, we kindly ask that all inquiries, concerns, or issues be submitted through the Contact section on our official website. This system feeds directly into our CRM, allowing us to track and address every message in an organized manner.
How to Submit Your Message:
www.us.terrawood.store
For those who have already reached out regarding damaged items or other concerns, we kindly ask that you submit your information again using the form on our website. This will ensure your message is logged and properly addressed in our system.
We deeply appreciate your understanding and cooperation in helping us improve our support process. Your patience and trust mean the world to us, and we’re committed to resolving every concern as swiftly as possible.
Thank you for being part of our journey and for your unwavering support.
Warm regards,
The TERRAWOOD Team
Dear Backers,
We want to address the ongoing concerns about damaged deliveries and share an honest update on our situation. After all the unexpected challenges we’ve faced during this project, we currently don’t have the financial capacity to replace damaged puzzles or provide direct compensation. This is not the outcome we had hoped for, and we deeply regret any disappointment or inconvenience this has caused.
To make things right in the long term, we are considering an idea for our next project: offering special, valuable gifts as a gesture of gratitude to those who received damaged puzzles. While this doesn’t undo the frustration, we hope it shows our commitment to acknowledging and learning from these experiences.
We would love to hear your thoughts and ideas on this approach. Please don’t hesitate to share your feedback in the comments. Your input will help us shape a meaningful resolution and ensure a better experience for all in the future.
Thank you for your understanding and continued support as we navigate these challenges.
Warm regards,
The Mystic Castle Team
Dear Backers,
We have recently received reports that several puzzles have arrived damaged during shipping. We are incredibly sorry to hear this and want to ensure that your experience with our product is nothing short of exceptional.
To address this issue, we are considering switching to a more durable packaging option. Instead of our current soft cardboard box, we are considering using high-quality hardcover boxes as shown in the photo below.
While this change will greatly improve the durability and presentation of our product, it may also have a slight impact on the cost.
We value your input as we make this decision! Please feel free to share your thoughts in the comments. Your feedback can help us shape the future of our manufacturing process.
Thank you for your continued support and trust in us.
P.s. The more photos and details you send us at [email protected] the faster we can resolve the issue.
Best wishes,
TERRAWOOD TEAM