Big shipping update

Friends,

 

Ready for some good news?

This post contains the eagerly awaited shipping update for EU, Switzerland and other countries around the globe. Before we dive into that, let me give you a status update of what happened in the busy past weeks:

 

US, Canada & Mexico

All US, Canada and Mexico units have been shipped and nearly all of them are up and running. These are just amazing times. So much work went into this and when creating a product, especially hardware, there are a million things that could have gone wrong. There are so many parts, from infrastructure to the hardware, and nothing major went wrong. The team here is extremely happy about that ;). Of course, the support team has some work to do too. It’s a tech product after all, and in the real world not every user has immediate success with everything in the setup. Jeff and the customer experience and support team are very committed to getting everyone up and running, to the full NEEO experience. We care a lot about that. If you do experience any issue in your setup, please never hesitate to contact support@neeo.com or ask us on Planet NEEO. Overall, we are so happy about how it went. Of course, there is quite a list of things that came up, like missing devices or some bugs. Most of it is fixed already and - little spoiler - there are a couple of massive software updates being released in the coming weeks. The first one may be published during the upcoming week, depending on how beta testing goes. Stay tuned. 

 

What’s shipping next?

Great news. If you are in a country that has not shipped yet - your NEEO is air-freighted from China to Europe as we speak and it will be shipped to you from there individually. I will talk about several regions individually here, as the process is not the same for all countries. 

 

EU countries

During the last weeks we have been fighting hard to bring costs - such as import duties and fees - down for you. We finally came to a great solution that saves you over EUR 50 compared to most quotes we had! We went back and forth with the logistics companies, VAT experts and other partners to provide you a solution that is as painless as possible. This new workflow means that some of the previous statements you may have read are now outdated. We spoke about “bonded warehouses” and about you being "charged at the door" - but that is not valid anymore. These changes were all done to reduce the import costs for you.

Initially, with the bonded warehouse and the VAT, all the fees and COD (collect on delivery) charges you would have paid at the door was nearly $100 and I disliked that (and you would most likely and understandably disliked that too). The COD alone makes the package around $18 more expensive for most regions with most providers. So we went out, challenged all the quotes, worked with awesome experts (thank you @Britta and everyone else), went through a huge number of calculations, and finally came to a new model we love to present you:

Now NEEO will import the goods at bulk unbonded, rather than bonded and delivered to you via COD charge. As a result, NEEO will be covering all costs for this including any customs related fees and duties. 

You will only be charged VAT. No surprises, no fees.

We have prepared a personal shipment link for you where you can activate the shipment by paying the VAT and you are all done. So no charge at the door, you don’t need to have any cash ready when the unit arrives.

Thanks @Pascal, Pat, Hamaad, Robert and many others who worked hard getting this in place. 

You will receive your personal shipping link in the next hours.  

 

Switzerland 

NEEO is a Swiss company. So we thought we do something special for Switzerland. 

Your unit will be shipped out directly from the NEEO HQ. From Switzerland to Switzerland. 

There will be NO customs duties or import fees charged to you. The only cost that you will have to cover is the 8% Swiss VAT. You will receive a paper invoice for that together with your unit. No additional costs. No surprises. Hope you love it.

 

Other countries

With “other countries” we are referring to all countries and regions that are not mentioned above. Your units will be shipped from Germany to various continents. In your case, we need to stick to the COD, so you will be charged at the door. We struck an agreement with a German shipping partner and secured as low of rates as possible. You will be charged country-specific import charges and VAT when the product is delivered.

 

Timing

All the units mentioned here will be traveling from China to Switzerland and Germany in the next few days. There is a slight risk - which you always have - that customs could delay things. If things go according to plan, we expect all the units to be shipped to you in less than 30 days, hopefully sooner. Guys, it’s super-close! Also - we have a nice surprise in an upcoming firmware release that will arrive roughly at the same time as your unit. It’s something a lot of you have been asking for… You can look forward to it!

 

Needs have changed?

We have decided to extend the deadline for refund requests for all regions that have not yet shipped. People whose plans have changed or for people who are not prepared to pay the VAT - please send us an e-mail to refund@neeo.com. The new deadline is 24th of October 2017 11pm CET.

 

Next week

It’s worth it to read the blog next week. Some cool stuff coming up. Also, starting on Monday, Planet NEEO will further evolve.

 

Love,

 

Raphael

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  • I believe this is a fair compromise for myself in the UK, looking forward to the link to pay the VAT so I can finally get my hands on my NEEO.

    Thanks

    Reply Like 2
  • Thanks for the update,

    and great that people can still bail out if they think they did not signed up fot this

    Reply Like 1
  • Amazing news and thanks for the hard work team. Really looking forward to the VAT link, only criticism would be the transparency of what was going on but on the flip side I understand why you couldn’t. 

    Reply Like
  • Are you only referring to to Kickstarter units? I’m eagerly awaiting a preorder unit in the US.

    Reply Like
      • Chris Moen
      • DevOps
      • Chris_Moen
      • 1 yr ago
      • Reported - view

      Dave Elliott I would like to echo this. I too preordered am in the US but still haven't received any notification whatsoever of timeline. Any light that can be shed on the situation for us preorderers Raphael?

      Reply Like
      • Pontus Lernhag
      • Live long and prosper!
      • Pontus_Lernhag
      • 1 yr ago
      • Reported - view

      Dave Elliott Yes, they are referring to kickstarter units. They have said all kickstarter units are to be delivered (or at least sent) before pre-orders are sent.

      Reply Like
      • Chris Moen
      • DevOps
      • Chris_Moen
      • 1 yr ago
      • Reported - view

      Dave Elliott I just got my shipped notification email!

      Reply Like
  • Thanks for the big news. Christmas will be earlier this year. 🎅🌲

    Reply Like
  • i am in the neeo hq switzerland, no units here so far but a lot of beer!! 

    Reply Like
  • In what way must i pay the VAT,is this by delivery on the door ore in a nothe way?

    Reply Like
    • Leo H it’s stated in the post. You will get a link.

      Reply Like
      • Leo H
      • Leo_H
      • 1 yr ago
      • Reported - view

      Niels de Klerk 

      oke...thx

      i asume that the link is coming later...?

      Reply Like
      • Leo H
      • Leo_H
      • 1 yr ago
      • Reported - view

      Niels de Klerk 

      yes now i see/read it...sorry.

      You will receive your personal shipping link in the next hours.  

      Reply Like
  • I believe this post is a relief for a lot of backers. This was definitely worth the wait!

    Reply Like 7
  • Fair solution! Thanks for the update Neeo. Took a while but good outcome. Enjoy your weekend!

    Reply Like 1
    • Harry Buurman 

      +1

      Reply Like
  • Thx for the update. Whats about early preorders from switzerland? 

    Reply Like 2
  • A big thanks for the entire team. Looking forward to start working with it!  Ronald

    Reply Like
  • Is it really a fair compromise? So what import duties /sales tax did those in the US pay ? as it was supposed to be shipped from EU ? So now 2 ½ years later and counting we may get something ? I for one was an original backer and as I have waited this long I suppose I do not have a choice ... just be quick and make it before the next budget as it is likely the VAT will rise.... and incidentally the £ to $ rate has changed markedly since this was supposed to be delivered so all in all .... not sure a big thank you is warranted ... I will reserve my praise once I get this in my hand  and it works. But it looks like it out dated already. HUMBUG :)

    Reply Like
  • Yay !

    Reply Like
  • Raphael  und das ganze team

    danke für das tolle update und euch allen ein schönes weekend!

    geniesst das bier... 😜

    Reply Like 1
  • Congrats to the next big step! Proscht 🍻

    Reply Like
  • Although it is not the same (no VAT) as what many of us was led to believe when backing the campaign this is at least a lot better and it shows that you care. Thanks for giving some relief and for the effort of finding other solutions!
    Getting very excited for the delivery now! :)

    Reply Like 1
  • Thank you for the announcement and the solution.

    Just received the payment email. What % did you calculate? Obviously not the VAT for my country. Just curious - I paid it anyway already.

    Reply Like 1
      • Pascal@NEEO
      • Test Engineer
      • Pascal
      • 1 yr ago
      • Reported - view

      Christopher Dörr Hey Christopher, in your case it is 19% of the pledge including shipping :)

      Reply Like
  • Great news! 

    Reply Like
  • Raphael  I got the email twice. I assume I only need to pay once? Thanks.

    Reply Like
    • Antony Pearson did you order two units?

      Reply Like
    • Antony Pearson I got two emails too. 

      Both had same order number and I only bought one. So I paid once !!

      Reply Like
    • Niels de Klerk Yes Black Cat Twin Combo, so two units, but as one pledge, hence the confusion. It has my full pledge value, so thus far I’ve assumed I only need to pay once.

      Reply Like
    • Bruce Hartley Thanks. Assuming it’s just a blip with the emails unless I hear different from someone official.

      Reply Like
    • Antony Pearson The two emails are identical.

      If you pay one, then click on the link in the other, it shows paid.  So I think you're safe dealing with just one of them !

      Reply Like
    • Bruce Hartley Many thanks. Missed the green ‘paid’ and subtle change at the bottom. All good now.

      Reply Like
  • From Switzerland to Switzerland

    Very nice, love this.

    Gruäss und än schöne Abig

    Michael

    Reply Like
      • cstampfl
      • just a user
      • cstampfl
      • 1 yr ago
      • Reported - view

      Michael Albertin +1  top sach!

      Reply Like
  • How much is the VAT payment for the U.K. shipment please?

    Reply Like
  • Enfin !!! Et vive Suisse !!!

    Concernant les 8% de TVA à payer, à quel prix aller vous déclarer le produit ?

    Reply Like
    • Benjamin Garaï Hello, comme tu fais partis de la liste des Kickstarter, le total revient au prix du NEEO (le prix que vous avez payé sur Kickstarter) inclus le prix du shipping.

      Reply Like 1
    • Emily merci pour cette précision fort utile. Avez-vous aussi une date d'envoi pour la Suisse ? Je suis tellement impatient 😬

      Reply Like
    • Benjamin Garaï Tu vas recevoir le numéro de suivi de ton NEEO dès qu’il sera envoyé, cela va se passer durant les 2 prochaines semaines. Mes meilleures salutations.

      Reply Like 1
    • Emily merci et j'attends avec impatience !!! Bonne soirée 

      Reply Like 1
  • Is this only for Kickstarter? I’m awaiting a preorder unit in Europe!

    Reply Like 2
  • Great news!!!

    Reply Like
    • Mark
    • Mark.1
    • 1 yr ago
    • 6
    • Reported - view

    I live in Australia, will the shipping information confirmation email contain the exact cost of the COD needed and the details on how we go about paying for it? The equipment in my case is being delivered to my business address. As for taxes I don't believe we are charged for items under $1000 (at least this financial year) which would include the Neeo.

    Ant clarity on this for all the Australian backers would be great, Thanks

    Reply Like 6
    • Mark I'm in the same boat. Shouldn't be anything extra for us to pay, but would like confirmation. Holding my breath that it happens before 30 June so GST doesn't apply. 8 months away but this is not the first time they've been "so close now".

      Reply Like 2
    • Mark I'm also in Australia. We already paid for shipping in the Kickstarter. There should be no import duty / taxes.

      I need this clarified. I am borderline on requesting a refund already. I will NOT be paying any more.

      Reply Like 1
    • Mark Liam McMahon Nick Incognito

      If your Contry doesn't charge for Imports under 1000$ there should also be no COD. COD is only applied if the shipping company handles the Import taxes and everything for you, also they will charge you for this "Service".

      Also you should not be charged for the shipping additionally when you allready paid this during the Kickstarter Campaign.

      Reply Like
    • Mark Liam McMahon Nick Incognito What Markus Mahr is saying regarding the shipping costs is 100% accurate. You already paid for that so for shipping there is not costs appearing. I'm not sure about the $1000.00 taxes. If what you are saying is in place for such imports then you should certainly benefit from it. The units are being declared at the Kickstarter Pledge & shipping cost level. We will check with the actual shipping company what they say regarding this Australia specific rule. Thanks

      Reply Like
    • Has anyone in Australia seen any sign of shipping?  I was hoping to have seen a tracking number by now....

      Reply Like 2
    • Kelly Collier No.  I have a feeling we're going to be last in line as the units shipped from China to Germany and then down to Australia  :(

      Reply Like
      • Sam Hunt
      • Sam_Hunt
      • 1 yr ago
      • Reported - view

      Kelly Collier No signs here, unfortunately.

      Reply Like
    • Sam Hunt 
      No sign here either in Melb. Sigh.

      Reply Like
    • Thiefsie Taffer No sign here either in Sydney. Sigh.

      Reply Like
    • Got my shipping email this morning - to Melbourne

      Reply Like
    • Richard Taylor  And to Brisbane.

      Reply Like
    • My unit was delivered in Melbourne today. Haven't figured it all out yet. Have successfully connected to my LIFX bulbs, tv, and surround system. LIFX configuration is easy, the rest not so much but I'm sure I will get there

      Reply Like
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