Kobold Press has issued a public update regarding delays in customer service response times, citing a surge in shipping and fulfilment activity as the primary cause. The publisher, known for Tales of the Valiant and its extensive catalogue of 5th Edition supplements, confirmed that its support team is currently working through a significant backlog of enquiries.
Fulfilment Volume Impacts Response Times
The update came via the company’s official Discord server, where Marketing Director Chelsea “Dot” Steverson addressed the community. She acknowledged that while the commencement of shipping for new projects is positive, it has placed considerable strain on the customer service department.
Steverson noted that the team is currently managing fulfilment for “RiverBank” and Player’s Guide 2, alongside other projects.
“Since the start of the year, a lot of projects have been fulfilling, and new books are shipping out (which is super exciting!). The downside is that our Customer Service team is a bit swamped right now,” Steverson explained in the post.
Small Team, High Traffic
The announcement highlighted the scale of the workload facing the publisher’s support staff. Steverson named two team members, Chris and Kym, who are reportedly “working overtime” to resolve tickets.
For backers and customers waiting on updates, the message was clear: patience is required. Steverson explicitly advised against using Discord or Kickstarter comments to chase orders, noting that these channels are not monitored by staff with access to shipping data.
For any questions or concerns about shipping, delivery, or fulfillment, please open a ticket with Customer Service. Discord isn’t the right place for these queries – our Community Manager doesn’t have access to order or fulfillment information.”
The publisher has promised to post updates directly to relevant Kickstarter pages as soon as new information becomes available regarding UK and EU shipping for the affected projects.
While You Wait
If you are waiting for physical books to arrive, you can browse Kobold Press’s extensive digital library on DriveThruRPG. Alternatively, for those looking to pick up other titles in the meantime, Zatu Games often carries a wide range of Kobold Press stock.
