I purchased some merchandise a while back and one of the items was missing stuff and another item had a melted piece (totally unusable). I’ve purchased a lot of FF stuff over the years and I know problems can happen with merchandise, but it doesn’t happen very often. The last time I had problems was more than a year ago, so I don’t really remember how long things took.

This time around, I went to the missing/damaged product web page (like last time) and filled out all the info (for anyone who needs the web page, click here). About a week and a half after entering in my request/problem, I got this response, “We are more than happy to help you with your request and will send the requested replacement to you at no cost.” This was great to hear, and I can’t complain too much about their response time, but that was a month ago and though you can check on the status, it’s only ever said, “In Process”.

For anyone who’s done this before and remembers, or has gone through this recently:

Is there any other way to find out what’s going on?

Will they update the progress to show when it has been shipped?

How long do these things usually take?

Thanks in advance for any info.

I had a missing Atrt arm/handle when the core box first dropped. I submitted the info and the piece was in my mailbox in about 2 weeks. I don't think there was any other update via email. I do live in LA, so shipping is rather fast, but I'd just give it a little more time.

I had some missing pieces (a Z6 gunner torso and backpack) missing from one of my core sets. I don't recall getting any updates, the product just showed up in my mailbox

I was missing 2 AT-RT handles, I think I wound up getting mailed 4 in several envelopes by the time all the hurly burly was done.