End-of-Summer Release FAQs
You've been waiting, and the day is almost here...it's time for our next restock! *Cue. The. Confetti!* We so appreciate your patience and support over the last few months, and we're excited to announce that Nuggets and Cover Sets will be available again this Friday, August 14th at 12pm Noon, Eastern Time!
But what does it all meannn?! If you have questions, don't worry — we have answers! Earlier this week, we conducted a very scientific study through Instagram stories, where we collected all of your burning questions about the August restock. We've answered them in full below, but wanted to share two highlights up here as well:
1) This is going to be our biggest release ever. During our last restock, there were three times as many customers on our site as there were Nuggets available. This release will have 3x as many Nuggets available as our last, and more than we've ever done before!
2) It might still be hard to get a Nugget. We're doing everything we can to get Nuggets to as many people as possible, but we've only seen demand increase over the last couple of months. We talk about this more below, but please know that fast sell outs are not something that we aim for. If you would prefer to wait for a less competitive ordering process, we totally understand. We're scaling and we look forward to fulfilling your order in the future!
Alright, let's dive into some comprehensive Q&A!
We're happy to clarify! It's never our goal for Nuggets to ship months after you've ordered. We aim to make and ship Nuggets as quickly as possible, and to have products readily available on the site. This year has made it difficult to do those things, so we've taken orders on a backorder/pre-order system. Backorders and pre-orders are when Nuggets take a long time to ship, and we're not able to ship them right away. This release is a Restock because we're all caught up with shipping previous orders and we're ready to take new ones!
Great question! Our last restock on 6/25 was much smaller. This restock includes 3x more inventory. However, more inventory does not necessarily mean that you will have an easier time getting a Nugget. You may remember that during the last restock, there were 3x more people on the website than inventory. There's no delightful way to say it: we can't guarantee that everyone who wants a Nugget will be able to get one. We've only seen demand increase over the past few months, so while we're doing our best and providing more inventory than we ever have before, we can't make any promises.
Will there be any changes to the check-out process?
The biggest difference this time is the quantity available, which we expect will help with how impossibly fast our inventory moves. Still, we're shocked by the rapid rate of email sign ups and new customer inquiries! It's likely that demand will continue to outpace supply until we've moved into our new production facility. Jump to "Checkout" for more info on what you can expect.
What are my chances of getting one this time around?
Why don't you do a preorder so it doesn't sell out so fast?
Is it per customer or per household?
It's both. Customers are only allowed to add one item to their cart. If additional orders for a single address or single customer manage to come through beyond those quantities, they will be canceled and added back to inventory. Please be mindful that this adds significant work for our customer team and takes away from other families - we genuinely ask for your compliance. Let's share the Nugget love with all that haven't been able to get one yet!
If both of us (my partner and I) score a Nugget, will you cancel our order?
Yes. We ask that you sincerely consider the implications (both for our team and fellow customers) when you consider having friends and family buy on your behalf. Extra customers on the website hoping to buy for the same household causes unnecessary website traffic. Sifting through orders going to the same household or customer is something we will do for fairness, but we ask that you don't add to our time spent doing this in your quest for your Nugget. There will be many more opportunities to get your Nugget!
Will there be a Multipack discount?
Because the limit only allows you to add one Nugget to your cart, the Multipack discount will not be available.
Will you share inventory numbers? We're trying to score our first Nugget and want to know what color has the best chance.
We don't share this information because it helps us ensure fairness. If we did, it would unfortunately have the opposite effect — customers would move towards the higher quantity colors first, wiping their inventory clean. We look forward to restocking many of these colors. Jump to "Product Qs" for more info on what you can expect to come back.
If I order now, will I get it by Christmas?
Will there be another restock before the holidays?
We plan to make Nuggets and Cover Sets available again later this year, so this won't be your last opportunity to score a Nugget before the holidays. However, if history is any indicator, demand will likely be even higher the closer we get to holiday season. So...we're not going to tell you when to order, but if you're worried about it, you may choose to do some early holiday shopping! Keep in mind, a new factory this holiday season means WAY more Nuggets going out the door — so even if you miss out this go 'round, you'll have another chance in time for gift-giving.
When is the next restock? Will you announce a Christmas cutoff?
It will likely be sometime in October, but we continue to provide estimates as we evaluate COVID-19 in our area. We plan to offer more opportunities for you to secure your Nugget ahead of Christmas. Every year, we announce a Christmas cutoff for guaranteed Christmas delivery.
Will I get an email when my Nugget ships?
Yes! When your Nugget leaves us, you’ll be sent a shipping confirmation email with a tracking link to the email address that was used to place your order (you can also see tracking in your Account). Within 24 hours, your tracking may reflect an estimated delivery date — please note that this can change! The majority of our orders are sent through Fedex and all couriers nationwide have seen an uptick in demand with more people shopping online than ever before. All couriers, including Fedex, are experiencing some delays due to an increase in volume. We appreciate your patience as your Nugget makes its way home!
Do you expect to close again due to COVID?
Will I be able to edit my shipping address after checking out?
If you no longer want your order, or need to make edits to color, quantity, or shipping address out of state, please email us at firstname.lastname@example.org within 1 HOUR of purchase with the subject line CANCEL ORDER (and your Order #). We can cancel the order and allow you to repurchase the desired items if still available, but we aren't able to guarantee their availability. It can take up to 2 weeks for refunds to process.
Will the checkout process be different? I got kicked out of line last time and didn't get to complete my order.
We know it's so frustrating when you're not able to complete a purchase. The biggest thing we can do to help is increase quantity, which we are doing by 3x for this release. We have looked into a number of options for our checkout system, but our tech team continues to find that our current system is the best possible option for high demand release days, due to a number of variables we're dealing with. The number of people on our website on release days is record-breaking, and our website handles the demand by organizing you into a "queue" based on when your internet connected you to it. It looks like this:
This queue is the most fair way to line up customers into a virtual line. However, even if you get to the check out page, you can still have your order taken from you in the cart. This is very important. Research shows that reserve cart functions are actually less preferred by customers—so many people put their info in at checkout and end up abandoning their carts, making inventory unavailable for other customers. If you see an order #, it means you got it! An email confirmation will be auto-sent to the email you entered on the order. If you don't see one within a few hours, email our CS team and we will correct any typos that were entered at checkout!
How fast will they go? Are we talking seconds, minutes, hours?
Can I enter payment info/shipping address ahead of time? What’s the fastest way to check out?
Will Affirm or PayPal be available at checkout?
All colors currently listed on the website, so: Koala, Submarine, Blackbeard, Harbor, Beanstalk, Taxicab, Peachtree, Lagoon, Bamboo, Rosebud, Stardust and Pebble. Atlantis and Redwood are also going to be making their debut.
Are pillows available for this release?
Pillow Packs will not be available for the listed colors above. We were super energized by the massive reception to our Pillow Packs in our neutral colors, and we look forward to bringing them back later this year!
Is this the final restock for any colors?
Yes! We're so excited to introduce you to our next colors. To make this happen, since we are still limited in our smaller facility, we do have to say goodbye to some colors that will forever have a place in our hearts. We never say never on a potential comeback later on, though. For now, this will be the last scheduled restock for: Beanstalk, Taxicab, Lagoon, Stardust, Rosebud and Peachtree. We know this may be sad news for some, but please trust that we wouldn't retire such popular colors if we didn't need to make room for our new inventory! COVID-19 has thrown a wrench in many product release and retirement timelines, so we're asking that you bear with us when receiving this news.
This is our goal! We hope everyone can trust that the cycle of restock/sell out/restock is one we are desperate to break. We're extremely grateful to be a fast-growing company, expanding during a pandemic; but we're looking forward to getting Nuggets to everyone that wants them.
I'm local! Can I pick my order up?
At this time, we're focused on our shipping operation at Nugget HQ and minimizing traffic inside of our building. We love the idea and would like to do something like this in the future, though!