FAQs

We've been working hard to make sure we get as many of your questions both correctly answered and resolved. We understand this has been terribly frustrating and we appreciate your patience as we work through this. As evidence by the message boards, we can see that many of you have received a new e-mail this weekend with your ordering information. If your information (quantity, shipping, etc.) is correct, no further action is needed. If there is a discrepancy, here is the contact information:

E-mail: CreatingKeepsakesCS@Holdenmss.com
Domestic calls: 800.453.1173
International calls: 720.374.3628
[Phone line hours are 7:30 a.m. to 4:00 p.m. MST, M-F]

Here are some answers to a few of the frequently asked questions. Check back here as we know more. Again, we want to make sure that the information we share is accurate. Please be patient as we obtain answers to some of your questions.

Question: Why is there inconsistent information being shared?
Answer: Fullfillment/Customer Service is outsourced to a third party. There was poor communication between CK Media and the Outsourced Company. The lines of communication are being straightened out. Launching on a holiday complicated matters.

Question: I’m curious, how many kits were produced?
Answer: The production quantity was set in October 2008. Conventional Wisdom indicated the economy was softening/slowing, so we were cautious with the order quantity and 4,000 kits were produced. With perfect hindsight it is obvious we underestimated demand, however, in October 2008 this was not so obvious.

Question: Why were there so few of these kits made in the first place? How did you guys not predict that the demand would be thousands more than you made?
Answer: Estimating order quantities is part science, part art. The order quantity for this kit was established in October 2008. We predicted the order quantity would be higher than usual, but tried to balance that with forecasts of a softening macro economy. We did our best, but in hindsight, we were too conservative.

Question: Why can’t you guys just make more kits? There is clearly the demand for it.
Answer: The KOTM kits are produced in China and typically have a 120-day production cycle. For this kit, demand exceeded supply and we are aware that this has caused frustration and disappointment for our customers. We will be contacting our manufacturer in China to discuss options and timing for a possible reprinting. In all manufacturing processes there is a complex interconnection/interdependency along the production chain. Raw materials need to be ordered, production occurs, finished products need to be shipped to the US, they must pass through customs and then be transported to our fulfillment center.