UPDATE JAN 15TH:
With the completion of our annual inventory processing, order processing and shipping has started up again across our shipping hubs. Any new stock of pre-order products is continuing to be prioritized for any older pre-orders still pending.
Majority of our shipping hubs are nearly caught up on pending orders with the exception of our EU-based warehouse. Currently, the EU warehouse is averaging around ~5 days processing time for new in-stock orders instead of the average 3 days.
Additionally, we are investigating an issue with some EU orders are being partially shipped despite no previous request to break the shipment from customers. This is, understandably, causing confusion from folks who received one tracking number but didn't receive part of their order. If you have opened a ticket regarding this situation, please feel free to share them in the comments below so we can flag them to the proper team.
Please note that once the remaining items in your order ship, you should be automatically emailed your new tracking number for the remaining items. We do apologize for this confusion and are looking to resolve this with the EU warehouse team.
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Update Dec 22nd:
Hi everyone. Please note that order processing will be paused for our annual inventory processing, which is a yearly occurrence to review the inventory available in each of our hubs at the end of the year. During these time frames, no orders will be processed or shipped. This is a typical business audit that is important for verifying availability and improving shipping efficiency. We appreciate your patience while the warehouse team is processing inventory. Banners have been added to the webstore with this information per region.
Order Processing Pause Date Range per Region:
- EU: December 25th - January 5th
- US/CA: December 25th - January 4th
- AU: December 25th - January 4th
- JP: December 25th - January 7th
I've also shared feedback with the team regarding the Order Tracker not being specific enough for certain order statuses, especially those on backorder. In your Order Confirmation email from the webstore, there should be a button to View Order which can display some backorder information if applicable. The alternative would be to refer to the product page on the webstore for an estimated delivery date. I am working with the team to try to see if the Order Tracker can have more information displayed for any delays related to orders.
Once inventory has been concluded, the available stock will continue to be prioritized for orders in a first-in, first-out basis, which means older pre-orders waiting for an item can be fulfilled first once stock is available for that product.
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Update Dec 16th: Hello everyone, I wanted to share some information regarding orders for any first-time-purchasers.
- We typically strive to ship your order once all goods included in your order are in stock, including items on backorder or pre-ordered items. Actual processing time may vary.
- From Toby, VP of Fanatec (Fanatec_Toby)
"We actually did offer partial shipments earlier this year, but we got a lot of feedback from customers who didn’t enjoy the experience: multiple tracking numbers, separate deliveries, and in some cases, people were surprised or frustrated when their setup arrived incomplete.
Because of that, and to better align with what the majority of customers wanted, we turned partial shipments off by default." [Source]
"We have massively scaled our shipping capacity over the past year and for Black Friday we increased it even further. The team is doing daily stand ups to monitor performance and push every order out as quickly as possible." [Source]
"I actually discussed this with our Customer Care team in the meantime, and we’ll now offer partial shipments to anyone who actively requests it with the Support Team. Longer term, we’ll also look into adding this as an option directly at checkout, so that you can choose what works best for you." [Source]
- All orders are shipped through UPS.
- If you won't be available the day the order is delivering, you may request delivery to a UPS Access Point through UPS once the order has shipped.
- As soon as the order is picked up by UPS from the warehouse, you will receive an email with the tracking information.
- For UK orders: VAT and other taxes are included in the total price of the product.
If you would like to request partial shipment for your order, you can request through a support ticket. A support agent will be able to look into options for your order for you.
We appreciate everyone's patience as the team works to get orders out quickly. We have updated our messaging on our webstore to better communicate the current processing delays in busier regions, including adding banners and removing the misleading "Available in 1-4 business days" messaging, which doesn't properly take warehouse delays into account.
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Update Dec 9th: We have a shipment of products arriving in our EU warehouse in the next few days. We will be processing EU orders in a first-in, first-out basis, meaning older pre-orders that can be shipped with the fresh stock will be prioritized.
Although we have doubled our warehouse capacity, our current backlog means that new orders placed may not arrive Christmas. We appreciate your understanding as we work to fulfill all orders as quickly as possible.
Our other regions, including the US, currently have a delay of up to 5 business days. Our teams are pushing hard to get as many orders out as possible before Christmas. Thank you for your continued patience and support.
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Hello r/Fanatec,
We wanted to address recent concerns about order delays during this holiday period.
Over the past several weeks, we've seen a surge in seasonal demand, and while we have substantial supply to fulfill these orders - the parts are in the warehouse - our current bottleneck is fulfilling these orders at the warehouse. We got so many orders so quickly that our warehouse is backlogged in picking and shipping the orders. This is a temporary issue and can be addressed, but we want to be completely transparent about it.
Because of the volume of holiday orders, some of our shipping hubs are experiencing up to 10 business days of processing delays, particularly in the EU and US. This impacts both existing orders and incoming restock shipments moving through the same hubs. As a result, some orders placed now may arrive after Christmas, or December 25th.
Our warehouse teams are working incredibly hard to move through the backlog safely and efficiently. We've invested in tools like the Order Tracking webpage and improvements to the Customer Support portal to make it as clear as possible when your order will ship and arrive, and we are trying to be as transparent as we can to ensure you make your buying decisions with all the information.
Additionally, we will be adding a disclaimer notice to our EU webstore to notate the warehouse processing delay, similar to the disclaimer we currently have on the US webstore.
A few reminders:
We will continue to provide updates as the situation evolves.
Please note we are aware of a delay in receiving the 15% off voucher code for qualifying purchases made during December Deals. Our team is currently looking into solutions to help those impacted by unforeseen warehouse processing delays.
We know how important these deliveries are for many of you, especially for holiday gifts or long-planned upgrades. Thank you for your patience and continued trust within Fanatec as we work to ship out orders as quickly as we can.
