Questions for Ellie

...The messaging system in our website is VERY unorganized. It doesn't send me a notice when we get a new message and I have no way of knowing when messages were sent, or any clue as to what the message is about without being kicked over to a new page away from your order information. .


Just for my own FYI. So what should be the best way to make contact? Will the web contact page be updated or will the new hire take care of that and help alleviate the problems with the system? I know that PM's thru FB really may get bogged down also. I have not noticed Ellie's direct email address. I did send out a query x 2, on a preordered 3.5 , and will wait on the new person catching up, as it is not a big hurry thing.
I do look forward to my 2nd's 2.7

NVM...the contact page is different that the direct survive email noted on web site, which is ellie's email I guess.

Thanks Ellie for getting back to me yesterday!!
 
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A quick ? About the free shipping I choose it for my cru forge and my 2.7 will I get a ship notice and tracking on those or just a notice it shipped? Thank you in advance Ellie!


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Can we get an idea where the 4.7 orders are at? I'm order # 7489 from back in December.

Patiently waiting, just trying to know what to expect.
 
A quick ? About the free shipping I choose it for my cru forge and my 2.7 will I get a ship notice and tracking on those or just a notice it shipped? Thank you in advance Ellie!


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See post #18;)
 
The $10 flat rate is for USPS Priority Mail International (First Class International for supplies and less expensive gear orders). That includes insurance and you will get a tracking number. The tracking might not be very thorough once the knife passes to the local postal service though. Thank you! You guys are the reason we are able to do what we do each day.

Thanks Ellie:thumbup:
 
Ellie, regarding your response to the Intl. buyer who had asked about shipping fees, method and insurance:

We also ship out internationally and I only use either USPS's International Priority Mail or International Priority Express Mail (latter being a lot more expensive). Fortunately for us, our internationally shipped items are a lot less mundane as compared to sharp blades which can often be shipped out in flat rate bubble envelops freely obtainable online from the USPS. That said, the thing that I know as a fact is this: the standard insurance which one gets ($50 or $100, I can't recall) which apply to the labels printed online only apply to incidents and cases of claims if the item does NOT make its way out of the U.S. This means that if the tracking shows that the Intl. package reached the outbound Customs (Los Angeles Customs in most cases from where I ship) then any loss after that point is basically SOL! If anyone wishes to add extra insurance and bolster the packages insurance, one must still visit the local USPS retail store and purchase the label with extra insurance over the counter which will involve more cost$ and extra hand-written Customs paperwork. VERY TEDIOUS!

All that said, we have (touch wood) never had any issues in all these recent years with packages outbound internationally to Commonwealth nations or the European countries with solid postal services (barring postal strikes), but shipping to certain countries whereby someone along the delivery process may happen to have a "crooked hand" or whereby the delivery system is suspect, can cause some unwelcome issues!

Just FYI, Casino~
 
Ellie, regarding your response to the Intl. buyer who had asked about shipping fees, method and insurance:

We also ship out internationally and I only use either USPS's International Priority Mail or International Priority Express Mail (latter being a lot more expensive). Fortunately for us, our internationally shipped items are a lot less mundane as compared to sharp blades which can often be shipped out in flat rate bubble envelops freely obtainable online from the USPS. That said, the thing that I know as a fact is this: the standard insurance which one gets ($50 or $100, I can't recall) which apply to the labels printed online only apply to incidents and cases of claims if the item does NOT make its way out of the U.S. This means that if the tracking shows that the Intl. package reached the outbound Customs (Los Angeles Customs in most cases from where I ship) then any loss after that point is basically SOL! If anyone wishes to add extra insurance and bolster the packages insurance, one must still visit the local USPS retail store and purchase the label with extra insurance over the counter which will involve more cost$ and extra hand-written Customs paperwork. VERY TEDIOUS!

All that said, we have (touch wood) never had any issues in all these recent years with packages outbound internationally to Commonwealth nations or the European countries with solid postal services (barring postal strikes), but shipping to certain countries whereby someone along the delivery process may happen to have a "crooked hand" or whereby the delivery system is suspect, can cause some unwelcome issues!

Just FYI, Casino~

Thank you for this response Casino:thumbup:. This is exactly what I am concerned about. I want to know that the expensive knife/knives I have waited a long time for will be fully covered by insurance(for the full value) all the way to my doorstep and preferably have a signature required to be delivered. I am not concerned with shipping costs. I will gladly pay whatever it costs to get this peace of mind. I dont really trust the postal service very much and have had and heard of issues where boxes go missing and even where the boxes came but, the contents have gone "missing" and have been taped back up.

Ellie, sorry to bug you again but could you comment on this please? I will be willing to pay whatever additional costs are required to achieve this peace of mind even if we have to go with another shipping service(UPS, DHL, exc.). Thanks very much and sorry to be a pain.
 
Tachead: I don't wish to create another controversial subject and I am sorry if I keep responding for questions directed toward Ellie, but I have some accumulative experiences in this area so my intention is to inform Ellie about what the USPS claims as being "insured"!

The only USPS offered service which is iron clad is called the GXG which stands for Global Express Guaranteed. This is even far more superior to the already costly International Express Mail. Although one may be able to print a label online (look sometimes the USPS retail office is just too far away from one's physical location so the designated daily carrier picks up the outgoing packages). The GXG is contracted with FedEx and that's really their "baby" to handle for most parts and hence as to why it is the Gold Standard because the disgnated postal services does NOT handle the inbound part of the delivery.

GXG is very expensive and there are restrictions as are DHL, FedEX and UPS! Ultimately it is up to the vendor to decide as to whether it is worthwhile to do business in such way or not. Personally speaking, unless an item is really really expensive in my store ($2K or above) I don't take requests for such extras! Not to sound too elite or aloof, but just not worth my while for a few hundred $ item. The caveat in all this being that from my personal experience, Australia (I guess your domicile country?) has one of the best domestic delivery systems among the many of the Intl. destinations I have shipped packages to but admittedly all your concerns still withstand!
 
Tachead: I don't wish to create another controversial subject and I am sorry if I keep responding for questions directed toward Ellie, but I have some accumulative experiences in this area so my intention is to inform Ellie about what the USPS claims as being "insured"!

The only USPS offered service which is iron clad is called the GXG which stands for Global Express Guaranteed. This is even far more superior to the already costly International Express Mail. Although one may be able to print a label online (look sometimes the USPS retail office is just too far away from one's physical location so the designated daily carrier picks up the outgoing packages). The GXG is contracted with FedEx and that's really their "baby" to handle for most parts and hence as to why it is the Gold Standard because the disgnated postal services does NOT handle the inbound part of the delivery.

GXG is very expensive and there are restrictions as are DHL, FedEX and UPS! Ultimately it is up to the vendor to decide as to whether it is worthwhile to do business in such way or not. Personally speaking, unless an item is really really expensive in my store ($2K or above) I don't take requests for such extras! Not to sound too elite or aloof, but just not worth my while for a few hundred $ item. The caveat in all this being that from my personal experience, Australia (I guess your domicile country?) has one of the best domestic delivery systems among the many of the Intl. destinations I have shipped packages to but admittedly all your concerns still withstand!

I appreciate your input sir:thumbup:

I dont need anything too fancy, just insurance for the value of my order and a signature required for delivery. I have never had any issues when a signature is required and that way the post office wont just leave my package on my doorstep. The only options Survive offers(for me through the website) are the $10 international and USPS (Priority Mail Express International)which is $47.03 for my order. I am not sure if either of those come with a signature required? As for other couriers, I dont think DHL, UPS, Fedex, etc. would be much more, if any, then the already expensive $47US for the USPS option and would likely be more safe(I'm guessing) because they arent going through multiple countries mail services. I am in Canada:thumbup:
 
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Tach: it will cost Survive! a lot more than the $10 shipping which they're charging you because they're subsidizing the rest out of pocket. One 2 lb. package by International Priority Mail (not to be confused with International Priority Express which is the same old Express and pricier than the former) I estimate to be around or upward of $40 actual cost. In most cases because there's a declared value, your Inbound Customs will delegate the collection of Import Duties to your Postal Services to collect the tax on their behalf. The International Priority Mail does not require a signature at the delivery end but most often I've seen online tracking to show that a delivery was attempted but no one was available to sign for the package so it will be rescheduled. This to me means that the carrier needs to get hold of the addressee for a signature and also some $ for Her Majesty The QEII ;)

Oh, you're in Canada? Dude, rest assured they'll collect taxes from you... Pfffttt!
 
Tach: it will cost Survive! a lot more than the $10 shipping which they're charging you because they're subsidizing the rest out of pocket. One 2 lb. package by International Priority Mail (not to be confused with International Priority Express which is the same old Express and pricier than the former) I estimate to be around or upward of $40 actual cost. In most cases because there's a declared value, your Inbound Customs will delegate the collection of Import Duties to your Postal Services to collect the tax on their behalf. The International Priority Mail does not require a signature at the delivery end but most often I've seen online tracking to show that a delivery was attempted but no one was available to sign for the package so it will be rescheduled. This to me means that the carrier needs to get hold of the addressee for a signature and also some $ for Her Majesty The QEII ;)

Oh, you're in Canada? Dude, rest assured they'll collect taxes from you... Pfffttt!

I dont normally worry too much about this kind of thing when I order from the US but, with the extremely limited availability, extended wait times, and high value of these awesome knives, it would be terrible to have any issues with the shipping. I just want to make sure I get my knifes:)

Ellie, could you just drive it to my door:D Lol, just kidding, thanks for bearing with me.
 
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Good thread concept and looks like it's a great way to communicate with Ellie for questions that are of public interest as well. After reading the second page, I saw one or two questions for Survive! and the rest was discussion and members helping members. I suggest we post direct questions in a specific color/format (red/size 5 below for example) to make them easier to catch for S!K when scrolling through the thread.

Question on seconds orders: I've seen a lot of 2.7s go out; will the customers that ordered a 2.7 and a 4.7 at the same time experience a longer wait while both 2nds orders are assembled and shipped? Thanks!
 
Clip. I don't think that they're correlated! I'm still waiting on a 2.7 ordered on July 5th order # 9490. In times past, the 2nds were fulfilled pretty much within a 3 week time frame but I won't be shocked if this one prolongs into 5-6 weeks! :eek:

Full disclosure: still not Ellie :D
 
I do not think they ship in the order they are received. I have 2 low order number 2.7's seconds from the 5th and I have seen higher order numbers post here, that already shipped in front of my orders. Maybe if you make multiple orders they go with the highest number, not sure.
Preorderers and buyers of more than 1 seem to get less around here..JMO
I also have an email in and no response so far. We are at 20 business days... I figured an extra week is ok, but now we go into 2 extra weeks.
 
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Just for my own FYI. So what should be the best way to make contact? Will the web contact page be updated or will the new hire take care of that and help alleviate the problems with the system? I know that PM's thru FB really may get bogged down also. I have not noticed Ellie's direct email address. I did send out a query x 2, on a preordered 3.5 , and will wait on the new person catching up, as it is not a big hurry thing.
I do look forward to my 2nd's 2.7

NVM...the contact page is different that the direct survive email noted on web site, which is ellie's email I guess.

Thanks Ellie for getting back to me yesterday!!

The contact page is its own thing that gets forwarded to our usual Info@SurviveKnives.com. The messaging system that is available when you are logged in to your customer account is the messy one. Either way, the new hire should great improve response times. I'm hoping to start training next week.

A quick ? About the free shipping I choose it for my cru forge and my 2.7 will I get a ship notice and tracking on those or just a notice it shipped? Thank you in advance Ellie!


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Yep, the free shipping option is USPS Priority Mail (First-class for small items like handles only). Either way, you'll get an email with a tracking number.

OK I'll be that guy, when's my hat coming?

Ha!

Can we get an idea where the 4.7 orders are at? I'm order # 7489 from back in December.

Patiently waiting, just trying to know what to expect.

We are still working on the preorders from earlier in 2015, but it shouldn't be too much longer until those are completed and we are on to the December Presale orders.

Good thread concept and looks like it's a great way to communicate with Ellie for questions that are of public interest as well. After reading the second page, I saw one or two questions for Survive! and the rest was discussion and members helping members. I suggest we post direct questions in a specific color/format (red/size 5 below for example) to make them easier to catch for S!K when scrolling through the thread.

Question on seconds orders: I've seen a lot of 2.7s go out; will the customers that ordered a 2.7 and a 4.7 at the same time experience a longer wait while both 2nds orders are assembled and shipped? Thanks!

For the record, with the exception of 2 or 3 threads, I read every single post on here. Giant red letters are probably not necessary.

The Factory 2nds that have been available are blades that we have come across while working on the regular Preorders. They are not related. You have probably seen more news about them than the preorders because the forum folks seem to be more willing to partake in the Monday race than your average consumer.

I do not think they ship in the order they are received. I have 2 low order number 2.7's seconds from the 5th and I have seen higher order numbers post here, that already shipped in front of my orders. Maybe if you make multiple orders they go with the highest number, not sure.
Preorderers and buyers of more than 1 seem to get less around here..JMO
I also have an email in and no response so far. We are at 20 business days... I figured an extra week is ok, but now we go into 2 extra weeks.

Most orders shipped yesterday. Some of your orders were ready to ship yesterday, but I expect that more of them will be ready to ship by the time Monday gets here. So I held off on your shipping label until Monday. If they are ready, they all ship together. If they aren't, then the ones that are ready will ship Monday.

We should also remember that the knives from July 5th all sold out in less than 3 minutes.

The preorders definitely take priority, but if we come across Factory 2nds in the process, we make them available. If it makes sense to do so, we will try to combine your orders. If not, we will ship them separately.
 
Ellie, regarding your response to the Intl. buyer who had asked about shipping fees, method and insurance:

We also ship out internationally and I only use either USPS's International Priority Mail or International Priority Express Mail (latter being a lot more expensive). Fortunately for us, our internationally shipped items are a lot less mundane as compared to sharp blades which can often be shipped out in flat rate bubble envelops freely obtainable online from the USPS. That said, the thing that I know as a fact is this: the standard insurance which one gets ($50 or $100, I can't recall) which apply to the labels printed online only apply to incidents and cases of claims if the item does NOT make its way out of the U.S. This means that if the tracking shows that the Intl. package reached the outbound Customs (Los Angeles Customs in most cases from where I ship) then any loss after that point is basically SOL! If anyone wishes to add extra insurance and bolster the packages insurance, one must still visit the local USPS retail store and purchase the label with extra insurance over the counter which will involve more cost$ and extra hand-written Customs paperwork. VERY TEDIOUS!

All that said, we have (touch wood) never had any issues in all these recent years with packages outbound internationally to Commonwealth nations or the European countries with solid postal services (barring postal strikes), but shipping to certain countries whereby someone along the delivery process may happen to have a "crooked hand" or whereby the delivery system is suspect, can cause some unwelcome issues!

Just FYI, Casino~

We use a 3rd party shipping company (Endicia) to print our labels and purchase insurance for the shipments. All international orders are insured for the full amount that you paid. I am not sure about the signature part so I will check on that when I get in to the workshop. I believe (as Casino mentioned) that most countries will require some form of taxes to be paid, and so you will be contacted before delivery anyway. The duties and taxes are why we only charge $10, instead of the $30-50 it costs us, we try to split the difference with you.

DHL is not an option where we are right now. If I can find a way to get them to come over the pass, I will do what I can. However, I think they will still charge you for extra taxes and fees. They are about $10 more expensive than USPS Priority mail but offers better tracking and accountability.

UPS is a source of profound frustration for me lately. It takes me more than a few extra steps to do those labels and then half the time the labels don't even print out. UPS domestic is about $5 more than the USPS price, but with the added headache we decided to charge $10 for that service. Depending on where you are located, UPS may be faster or much slower. Internationally, UPS is typically $80 to more than $100. We've considered making it an option, but a flat rate wouldn't make sense and it would take some time to get accurate pricing directly to our checkout from UPS. Very few people have used it when it was available on past websites, so I haven't bothered to get it setup. Maybe once this new CSR gets up and running I will be able to get that done.
 
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