Bambu Lab Shipping Delay Update

Announcements
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Dear Valued Customers,

We understand how frustrating it has been to wait for updates, and we want to assure you it has not been easy for us to remain silent. However, we felt it was important to wait until we had concrete changes ready to implement and more reliable information from our shipping partners. It has never been our intention to keep you in the dark, but we also did not want to risk making promises we couldn’t keep, which could further add to your dissatisfaction.

To provide a clearer understanding of the situation, our logistics contractors faced significant challenges due to being understaffed for the high volume of orders they needed to process and ship. These contractors also handle packages for other companies and were significantly impacted by the surge in Black Friday and Christmas orders industry-wide. This staffing shortage severely limited their ability to manage the demand efficiently, resulting in shipping and delivery delays.

While these challenges were beyond our immediate control, we take full responsibility for the impact this has had on you, our customers. We are fully committed to ensuring these issues are resolved and to preventing similar problems in the future.

Current status & delivery timelines

Our teams and partners have made significant progress in processing and dispatching orders. To provide clarity, this is our current comittment:

Printer Orders

  1. Remaining orders placed before December 13, 2024 will be shipped 100% before December 20, 2024 and tracking numbers will be provided. Even though the tracking information might not be updated, the order could already be in the hands of the courier and on its way to be delivered.

  2. Orders placed after this date will be prioritized for delivery as soon as possible, based on the shipping information provided on the store and delivery details during checkout.

  3. Many of the printer orders have already been handed over to our shipping partners, including DPD, DHL, FedEx, UPS and others. These packages are currently in transit and on their way to customers. While our shipping partners have assured us they will make every effort to deliver all packages before Christmas, we must acknowledge that this is beyond our direct control, but we will work tirelessly to help accomplish this.

  4. If your package does not arrive before Christmas and you no longer wish to keep it, you have the option to either refuse the package upon delivery or return it to us. In either case, you will receive a full refund, including any shipping costs. Our Customer Support team is ready to assist you with the return process to ensure it is as seamless as possible.

Accessory and Filament Orders

  1. We are working hard to ship these items as quickly as possible. While we aim for pre-Christmas delivery for all orders made before December 15, 2024, some regions like EU and US may experience delays.

  2. If your order has shipped, you can track its current status using the tracking link provided in your shipping notification email or this tracking link.

Website Delivery Estimations

We have also updated the information on our website for all products to provide clearer and more accurate expectations for our customers. As delivery challenges began to emerge, we gradually adjusted this information to reflect the evolving situation. Now, all products across all regions have been fully synchronized with the latest updates to ensure transparency and set realistic expectations moving forward.

Warehouse updates

  • Germany Warehouse: This location serves many European countries and has experienced significant delays due to challenges with shipping partners and insufficient staffing. We are actively addressing these issues, and operations are expected to return to normal within 5 business days - by the end of December 20, 2024.

  • US Warehouse: Similar challenges have impacted this warehouse, including shipping delays, staffing shortages and, a shortage of packaging materials. Improvements are underway, and we expect to resolve these issues within 5 business days - by the end of December 20, 2024.

Options to cancel your order

If you prefer to cancel your order, here’s how we can assist:

  • Unshipped Orders: You may cancel your order at any time if the package has not left the warehouse, by contacting our Customer Support team via the General Ticket link here. This information can be verified by our support team to confirm once the ticket is opened. Select the following options: Issues with existing orders → Cancel Order → Others. Refunds will be processed within 24 hours, but it can take 3-5 business days for the amount to be reflected in your account due to bank processing time requirements.

  • Shipped Orders: If your order has already left the warehouse (confirmed by customer support), but you no longer wish to keep it, you can refuse the delivery. We will cover all return shipping costs and process a full refund upon receiving the returned item in the warehouse. Please note that this is the only way we can offer a refund in this case, as the order is in the hands of the courier and we are unable to intercept the package before delivery.

Important!

During the holiday season, you may be away from home when the order arrives, which could affect the delivery of your package. If this happens, we recommend contacting the carrier to either reject the package or redirect it to an alternate address. If the two options are not possible, please open a ticket using the same steps outlined for canceling an order. Our team will assist you promptly, ensuring a response within 24 hours.

Compensation

We understand that not receiving your order on time is be deeply disappointing. While we cannot undo the delays, we want to offer compensation as a gesture of goodwill for the inconvenience caused.

Here’s how we aim to make it right:

Discount Code Compensation for orders between 21 October - 15 December, 2024:

  • Customers with orders delayed beyond our stated shipping policy estimates will receive a discount code. These codes will be sent via email in batches, starting December 16, 2024, and all codes will be distributed by December 22, 2024.

  • The compensation code amounts will be as follows:
    20 USD or the local currency equivalent for delayed orders with a printer.
    10 USD or the local currency equivalent for other delayed orders.

Eligibility Based on Shipping Policy Delays

As an example:

  • For orders from the US store, delays beyond the shipping policy estimate of 3–10 business days will qualify for a discount code.

  • For orders from the EU store, delays exceeding 3–7 business days will qualify.

Usage of Discount Codes:

  • To avoid further delays with current orders, the discount codes will be valid for new orders starting January 4, 2025.

  • The code can be applied to the value of any product in the store, excluding tax.

  • The discount code will be linked to the account that placed the delayed order and can only be used by that account.

What we’re doing to improve

We have taken several steps to ensure timely fulfillment, including increasing warehouse staff and partnering with additional courier services which will help us avoid such problems in the future. Additionally, we are expanding our logistics infrastructure.

We truly apologize for the inconvenience caused and acknowledge that we have let you down during this experience. We are deeply sorry for this and are fully committed to learning from these challenges to ensure we do better in the future.

Thank you for your trust, patience, and support.

Warm regards,
The Bambu Lab Team

38 Likes
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Interesting reaction. It would seem that all that frustration vented all over the forum (and on other social media and forums) has finally began to bear fruits (sort of)… I also think that next to that frustration, the ever increasing number of those consumers that had enough of waiting in vain and have decided to charge back their money, some even purchasing printers from competitors, did have another significant impact on this new approach. Let’s hope it will hold.

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Thanks for a better explanation!
I was on the phone with DPD (Germany) who said they have a ‘normal workload for december’ and nothing they can’t handle. They knew nothing about that letter that Bambu lab customer support sent out to some of us who started a ticket. :face_with_peeking_eye:

Open cards are the best, you sure made people nervous when nothing shows up as it should, and when people contact support they say “it has been shipped, there is just a delay on the tracking updates”, weeks passes and still nothing.
This could happen again, like when that new monster machine is released (:joy:) - just be honest next time, so you don’t loose peoples trust.

A question about cancel the order.
For me, i got the order split into 3 packages. The filaments and accessories showed up faster than i could blink. Only printer is missing. This made it impossible for me to cancel the order, since I would have to pay alot when shipping from Sweden back to germany.
Now you made that possible, so that’s good. I will most likely not cancel now that the printer seems to be coming before we leave home for Christmas and new year. But IF i would - do i get a full refund including the gift cards i spent, will they be ‘active’ again?

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I have been waiting over a month for my order and haven’t received a satisfactory response from you
So now I’m filing a complaint here report fraud website

1ZC6J5630303843171 That’s the tracking number
You refused to issue a refund for a package that I will never receive package somehow it’s been with UPS for over a month
And yes I have also contacted them and I’m also filing a complaint with The Better Business Bureau

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I Hope you can hold your Words. A1 Printer from Germany Warehouse - Ordered 02.12. Today is not given to DPD.

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Hello

I am from Switzerland and ordered an x1c on November 14th. It was returned due to missing customs documents. I now have a shipment tracking number from the new shipment but for 2 weeks I have had no update that the item was given to the shipping partner.

I would like it if orders like this had a higher priority and were shipped to the customer more quickly!

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27th november. Same here…

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To all the customers waiting for their printers still:

I work in logistics and work with DPD. There were no delays over Black Friday. All of our parcels arrived within 2 workdays (for same-country delivery).

Printing shipping label does not mean parcel was sent out. What’s more shipping label is valid only for 7 days. So if warehouse prints the label and lets it sit for a week then you’ll get no tracking.

Bambu’s fulfillment partner is printing them to early in the process. Not sure if they are just incompetent or are they doing it to fulfill SLA, or they are doing it on Bambu’s orders to deny/delay refunds.

All that means: If the DPD tracking shows “Parcel data received” or “waiting for parcel” it means it was not sent out despite anything Bambu support is saying.

PS. Oh. Also client had absolutely no problem with staffing. I guess they just pay people well.

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So what does it mean that it’s valid for 7 days? The tracking was created on December 5th, which means it has expired?

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It looks like the S#!t is hiting the fan Bambu Lab.
I have mineP1S ordered on 27 of November from the UK . Aparently was shipped on 29 with EVRi from UK warehouse and the it fail in to the loophole.
14 days later traacking is showing -returned to the sender.
Meanwhile Im puling tickets trynig to contact Bambu Lab and ask them to take action, still NOTHING. Bambu Lab Tickets are usless they not even looking at them. EVRi (Hermes ) told me that the parcel has expired . Now Im connecting the dots here .
Nothing has been shipped.
Shame on you BAMBU LAB

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Thank you for the information.

I’m finding it increasingly difficult to find a direct culprit here.

On the one hand, I think it’s a shame that Bambulab kept quiet at first, thereby massively worsening the situation and the reputation of the rating system.

On the other hand, it will be a few thousand dollars and euros that they are now throwing out as compensation. You wouldn’t do that if you didn’t care.

And we’ll probably never know who is or isn’t to blame for all the delays, but it all sounds plausible. It remains a question of faith that I don’t want to judge.

The only fact is that they have a great product, which we all really appreciate.

I myself had my first experience with Bambulab with this whole mess.

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Yes. It has expired. They should re-print the label to renew it. Without it there will be problems with tracking. That’s why they say the printer might be in transit even without tracking.

It might be. That’s true. But usually the first scan is in the incoming warehouse which usually happens on the same day.

In short - this i a major error on the warehouse part. And of course on Bambu, because they picked bottom of the barrel fulfillment partner who can’t even pre-book trailers and won’t pay people enough to show up for work.

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What are you doing to avoid future wrong deliveries. There are plenty of people that received the wrong items lately. Our business ordered a dozen X1Cs and we got a random selection of hotends, PTFE tubes and the likes … Reddit has a lot of stories like this. Shipping delay aside, staff need to be a LOT more vigilant …

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can one expect compensation? @swistak

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I mean they just announced compensation no? 20$ of store credit. That is … something at least.

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Hello,
I am from Hungary and ordered P1S Combo on Dec 5th. I am also waiting for DPD (Germany) update.
" * 5 Dec, 2024 21:51
DPD data centre,Goods issue at sender."

I wrote a ticket, but I did not have any answers yet, just the automatic one.

I wish the printer will arrive next week before Christmas… :smiley:

At december 10th I bought an AMS separately. It has been shipped by DHL. In that case everything okay. Maybe this one comes first than the printer… :smiley:

I hope the situation will be resolved and everyone will receive their orders.

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What about orders placed back in October still not shipped?
I started tickets asling for updates end of November and after 2-3 days theyd tell me wait another 3-7 days. They told me that twice in a row. Its been 6 weeks since i got tracking number that was never accepted by shipper and still no update why the delay or if my order will ship. Sorry please wait doesnt cut it and my order was placed BEFORE everything got backed up during black friday sales.
Just plain unacceptable!

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Thank you for the detail explanation and I am delighted to hear about the compensation. While it is understandable to expect shipping delays from Black Friday, the compensation does help to make me feel better.

I made 2 purchases during the last week of Black Friday and both experienced delays from the Germany Warehouse. One was 6 days and the other 11 days. But I have received both packages and am happy that I can print with the new filaments before Christmas.