Hey everyone! I wanted to give a follow up update to shipping after last week’s post.
All Rachio 3 preorders made before May 5th will be shipped by May 25th at the latest. We began producing Rachio 3 8 zones first, and 16 zones after, which is why many of you have noticed 8 zones going out first. Otherwise, we’re shipping first in first out, with a small group of exceptions for early preorder users who needed their controllers ASAP for things like new sod or broken existing timers.
We know this has not been a great experience for a number of you, and we are incredibly sorry for that. We value our customers above all else, and we can’t wait to get this product in your hands, because I think that customer focus will shine through the new Rachio 3.
While we hope that this update helps, if you would like to cancel you order, we understand. To cancel, please fill out this form, and your order will be cancelled and refunded within 2 business days if it has not already been shipped. However, we want you to know that it will be hard to find a Rachio 3 elsewhere and we recommend you keep your order if you want to keep your spot in line for shipping.
Now- to clear up some confusion that we have seen on the forums…
Did some people pay to “cut the line” and get their Rachio 3 first?
No. This was a misunderstanding based on the expediting shipping form we mentioned earlier.
Did something happen where 8 zone units were shipped before 16 zone units?
Yes, as noted above, we began producing Rachio 3 8 zones first, and 16 zones after.
Did Rachio collect money at order because they needed that to build the product?
Definitely not. We had to collect payment at purchase due to an oversight with our payment provider, Stripe. This was not our original plan, but due to system limitations, we had to collect payment. Rachio has been working on the Rachio 3 for a while, and the project was in no way funded by your purchase of the product.
Is Rachio 3 worth the wait?
Yes. It’s awesome. I’m serious- this thing is next level. So definitely worth the wait!!
Hope this helps! Thanks everyone for your patience.