Any Orders with Issues
about 5 years ago – Wed, Feb 06, 2019 at 01:54:22 AM

Hi Backers,

Just wanted to update and mention that all kickstarter orders that we have a survey for have been shipped.  

There is a small percentage of people whose orders were not pushed through for the following reasons:

1. We do not have your survey

2. You submitted your survey after we pushed KS orders - i.e. In December

If you fall into one of these 2 groups - please let us know and we will tend to your order immediately.  

Order Issues:

There is a small degree of error rate inherently in processing 20K+ orders.   With KS we have had issues in the following areas:

1. Issues syncing the data with our shipping software, which we have identified and are working to fix with those affected.

2. Issues with some orders not getting pushed through, which we are back tracking and fixing now

We will work to fix these issues ASAP - but please understand it takes time to do so.  

We are still getting to a lot of peoples emails, We have over 800+ email over 3 inboxes to get through. We promise we will get to your email. We are starting from the oldest email to the newest one. 

Thank you everyone!

Kickstarter BackerKit updates
about 5 years ago – Sat, Feb 02, 2019 at 10:41:33 PM

Hi Guys,

Just wanted to updated everyone.  As mentioned, Backerkit has accepted the tracking info I've uploaded, event though the tracking info shows, it has not marked the order as fulfilled.  

We have not had this error on Indiegogo. I've already reached out to the rep at Backerkit to try and figure out what's going on. 

This does not affect any orders that were shipped, just want to clarify any confusion people are seeing on backerkit. 

That said, we are catching a few addresses that were not pushed through - so once we clean out backerkit & everything is marked as Fulfilled - then we can see whose addresses have had issues transferring over.   There are not that many of those, so we should be able to get that solved pretty quickly. 

Thanks everyone.

Bristly Use & Instructions Guide
about 5 years ago – Sat, Feb 02, 2019 at 08:05:26 PM

Hi Guys,

This is what we did not have a chance to print out and include with all the shipments on time. 

Also, please keep in mind an important note:

- Do not let your dogs chew on the paw pads - they should chew on the top which is where they'll be able to brush their teeth.  Please correct/adjust their chewing if they do. They are curious of course, but when I correct my pup she does well.

- Please do not let your pup brush unsupervised and for no more than 5 minutes at a time. This is not intended to be used as a chew toy - but instead like a toothbrush. 

Tracking Numbers Uploaded!
about 5 years ago – Sat, Feb 02, 2019 at 01:46:08 AM

Hi Everyone, 

I have uploaded the tracking numbers onto backerkit.  I am also speaking with backerkit to figure out why it doesn't mark some of the items as "fulfilled" but you can still view your tracking number.

We've had tons of people get them already.  They have been posting amazing photos & videos on instagram. We encourage you guys to use the hashtag #BristlySmile and almost everyone else should get it by this week.  

A few specific notes:

USPS:

We've had some USPS packages (about 7 so far) return back to us due to postage issues. This is strange because we've shipped all of them the same, and a lot of them have arrived.  Anything sub-1lb ships 1st class mail - per our USPS reps input - but we are not sure why some of these got returned. We will send those back out. If you experience that, please let us know.

CA/AU/MX - Globegistics Shipping:

All of these orders are already packed & ready to go. We were expecting the pickup today, but since we had 103 boxes - they required us to palletize it and said they need to send a truck with a liftgate - which they could do on Monday from 10-12.  I'll update everyone once we get that picked up. 

Unfulfilled Backers w/ Issues & Newer Backers:

For backers from Dec-Jan we are going to be pushing all these orders and fulfilling them as soon as we get the previous ones to actually move to the fulfilled section, so we don't do any duplicates. 

There also seem to be some number of backers who were not pushed through to shipstation from backerkit - and I think this was due to being filtered out during segmentation.  We are looking to get through the data and push these few out as well. 

Emails & Comments:

Sorry for the delays in replying to comments - we are spending all day picking & packing.  I am having an outside agency help with replying to comments on here.  

For emails - I try to get through as many as possible at night (around this time) and answer any specific issues there may be.  For the most  part I will update here for the major milestones.

Pick Up Videos & Status Update
over 5 years ago – Tue, Jan 29, 2019 at 01:32:04 AM

Hi Everyone,

We are done with 80% of all the orders we needed to fulfill, and in about 2 days we will have completed up to 98% of the backers' orders.   

As expected, there are a few errors with addresses we 've had so we are emailing people directly to verify addresses if needed. I've already heard back from some of those we've emailed.

Newer Orders/Backers:

Those that have ordered more recently (i.e. mid-December to January), yours will go out the following week, only because we are just now getting more surveys in.  

Missing Surveys:

There are still about 758 survey's on Indiegogo& 593 surveys on Kickstarter which we have not received. If you have had issues getting a survey - let us know.  We've talked to quite a few people who have had issues getting the survey. Let us know and we are happy to help send you a link.  I cannot process your order until we get the survey. 

Thank you, everyone. Hope you all have a great week!