ARC HUB UPDATE 05.26.17

DEAR ARC HUB SUPPORTERS,

First off, we would like to thank every single one of you who have tagged along for the ride and stayed with us as we continue to work to deliver the Arc Hub to your doorstep. We are extremely grateful for your continued support for the Arc Hub and this company. Fortunately, the final countdown to shipping has arrived!

TWO BIG ANNOUNCEMENTS

Today we have a lot to talk about and we’re going to start it off with two very exciting announcements. Our first announcement is that tracking numbers will soon be available for all orders (starting first with orders placed on October 25)! We sincerely apologize for the long wait, but we are sure it will all be worth it. Now, before we dive into tracking numbers, we do have a second announcement to make.

MAKING UP FOR LOST TIME*

Just last night, we launched a brand new adapter on our website, a USB-C to USB 3.0 adapter. Because we have missed the mark on our promise with all of the delays, we will be sending you this adapter, gratis. In addition, we will also be giving you a $20 store credit for our site to use on any of our products (no minimum purchase amount required). For orders that come to a total below $20, you will only have to pay shipping. The code you can use at checkout to receive your $20 credit is:  (Please check email for code).

*THIS OFFER IS ONLY TO CURRENT CUSTOMERS WHO HAVE ORDERED BETWEEN OCTOBER 25, 2016 AND MAY 26, 2016.

EXTENDED FINAL QUALITY CONTROL CHECK

In our last update we stated a shipping date of late May. That has since been slightly pushed back by a little over a week due to an extended final quality control check. This extension was put in place by both the manufacturing factory and development team due to the complexities of the electronics that we are dealing with; and considering the volume of stories of USB-C accessories turning out to be busts, we decided this was an extremely important step to take.

To ensure everything moves perfectly from this stage forward, both Bourge Design Co-founders will be flying to Shenzhen, China to personally oversee the FINAL quality control process. We always strive for the highest quality and this extra step is to make sure that you receive only the best.

DATES FOR TRACKING NUMBERS

Now, onto the part you’ve all been waiting for. Since we will be shipping two products, you will be receiving two tracking numbers; one for the Arc Hub, the other for the complimentary USB-C to USB-3.0 adapter.

Starting on June 9 we will begin rolling out tracking numbers for our Tier 1 orders (October 25 – January 10). For orders placed from January 11 – present, your two tracking numbers will start to be issued around June 19.

Please note that shipping labels are printed in advance of your order shipping. Your tracking number may not update for a few business days. Please be patient as this wait time is meant for our shipping courier to prepare shipments for worldwide delivery. Once you have a received a tracking number you may no longer request to cancel as the order has been finalized.

NEXT STEPS

There are few steps that we advise you take before we begin sending out tracking numbers and shipping information. Please read this carefully as we will be unable to assist you with any changes once tracking numbers are out.

  1. Find the confirmation email that was sent at the time of your purchase. If you have lost the email, send an email to support@bourgedesign.com with the subject line “Confirmation Email Request” along with your order number.
  2. In the confirmation email please ensure the following is correct:
    1. Street Address
    2. City
    3. Country/Region
    4. Phone Number
    5. If any of the listed are incorrect, please fill out the Address Change Form on our “Contact” page by June 5 at 11:59 p.m PST*.  For Tier 1 orders, we understand that the format for international addresses may have been altered slightly. If yours is formatted incorrectly (appearing different than the way your address appears on your mail), we ask that you please submit an address correction form to ensure the Arc Hub arrives at your doorstep as smoothly as possible.
  3. If you’ve done the steps above and have nothing to change, then you’re good to go! Nothing else needs to be done. Please hold tight as we begin order fulfillment.

CANCELLING AN ORDER

If you would like to cancel your order, please fill out the form on our site via the “Cancellation” tab on our Contact page. Also please note we cannot honor your request if you have already received a tracking number.

For those who have submitted a cancellation form but received no response, we sincerely apologize. Over the past few weeks we were having some technical issues with our email client, specifically with incoming email. As such, we were unable to receive a portion of submitted cancellations. If you have already submitted a request and no action has been taken, we ask that you kindly re-submit your request at this time via the cancellation form on our “Contact Page.”

FINAL WORDS

Again we would like to thank you for your continued patience and support. It’s been a long journey and we greatly appreciate the trust and faith you’ve put in us.

Arc Hub is only the beginning of many projects that we have planned. Because of your early support of our first product you’ll be receiving pre-launch access to purchase future products, exclusive discounts on new devices, a percentage bump on seasonal discount codes, and much more. You’ll be in the exclusive loop for as long as you wish and we could not be happier to have you with us.

Very Best,

Bourge Design Team