Understandably, this news will raise several tough questions. Let’s answer them directly.
- When will the flex start shipping?
- Am I ever going to get my product?
- Did I lose my money?
- Are you going out of business?
- Why did you wait until now to announce this delay?
- What are you going to do to make this right?
When will the Flex start shipping?
A small number of orders will ship to our very first backers 2-3 weeks later than promised (in early February), in the order they were received. The remaining orders will be manufactured after the Lunar New Year holiday and shipped to us in late March through early April. These shipments will arrive at our warehouse in early May, and we will ship them to you immediately after.
Am I ever going to get my product?
Yes! The Flex modular system is our fifth pre-sale or crowd-funded product launch. In fact, both the Kodiak and Apex power stations were pre-sales with over 10,000 units shipped nationally. Manufacturing will begin as soon as the Lunar New Year holiday is over and our factory opens again.
Did I lose my money?
Absolutely not. You can request a full refund of your deposit at any time before we ship your order. We will not require payment of your remaining balance until your product is manufactured.
Are you going out of business?
No. We are a strong company with 7+ years of product innovation with a history of successfully engineering, manufacturing, selling, and fulfilling industry-leading products. We have also completed several humanitarian projects in countries ravaged by natural disasters. We will weather this storm and come out of it stronger and better able to serve you.
Why did you wait until now to announce this delay?
Even with the difficulties caused by our COVID-19 outbreak, we still had strong reason to believe we could manufacture and ship your pre-order before the Lunar New Year. Last week we learned from our component manufacturers that this would be impossible; we had just missed the date.
Also, last week we learned that for the foreseeable future, international shipping, whether air or ocean freight, is plagued with major delays, both at the origin and the destination. These shipping realities also come at the absolute worst time for us. Now that we know about them, we can give you an accurate estimate of arrival.
What are you going to do to make this right?
While these challenges are indeed difficult, we cannot expect you, our customers, to pay the price for them. That’s simply not how we do business. Talk is cheap, so we are putting our money where our mouth is and providing you an additional discount on every pre-ordered Flex module. As compensation for this delay and effective immediately, we will offer you an additional discountof $40 on every Flex power console and $60 for every Flex battery.