I've been in a similar but different boat -- an order (pair of poster sets) said it was shipped July 13, but after a month usps tracking still only said "Shipping Label Created, USPS Awaiting Item, SUWANEE, GA".
Over the subsequent weeks I tried contacting via store@catalystgamelabs.com, the Contact form at store.catalystgamelabs.com/pages/contact, customerservice@catalystgamelabs.com, and facebook (CGL's page). Only their facebook page responded, although apparently "the page is run mostly by volunteers", and the person responding said they didn't have access to the warehouse system but could ask others. I checked back in after a week, and the person said they hadn't heard back and would email again.
After another week and a half, I was trying to figure out what to do next, and it showed up yesterday (that's 35 days after apparent shipping). Looking back at the tracking for it, it showed no entries between "usps awaiting item" and the arrival at my local post office (north TX).
Without any response from CGL, I've no idea if they contacted the warehouse, or if they or the warehouse contacted usps, or if they ignored the whole thing completely (although I tend to suspect the latter). With missing scans in usps' tracking info, I've no idea if it was sitting at the warehouse somewhere unmailed, or sitting in the post office system somewhere unprocessed (although, I tend to suspect the latter).
Other interesting data points:
- I had a different pair of poster sets shipped Aug 7, and arrived Aug 11. Its usps tracking was also incomplete, going from "Shipping Label Created, USPS Awaiting Item - SUWANEE, GA", then nothing until a scan at my regional facility (north TX), and then normal scans after that.
- The Jul 13 order sent a shipped/tracking email from "store@catalystgamelabs.com", whereas the Aug 7 order sent a shipped/tracking email from trackingvf@pubservinc.com
- On the website, the Aug 7 order gives a "Fulfilled" date of Aug 11 (the date it was delivered), whereas the Jul 13 order gives a "Fulfilled" date of Jul 15 (clearly not the date it was delivered)
- For comparison, looking back at an order from May, I got emails from store@catalystgamelabs.com for each package being delivered (for these recent two orders, there were no emails for the packages being delivered). That May order had a shipped/tracking email from trackingvf@pubservinc.com rather than from store@catalystgamelabs.com. Its usps tracking had all the expected scans (including "Accepted at USPS Origin Facility SUWANEE, GA" and everything else through delivery.) On the website, each package had a Fulfilled date that matched the date of delivery.
I don't know if the incomplete usps tracking for these two recent orders is normal usps unreliability, or something specific to Suwanee, or something related to the recent changes at usps from DC, or if maybe the funky shape of the package maybe makes it harder to scan (two cardboard tubes taped together) -- I tend to suspect the latter.
My takeaways tho:
- the posters are very cool
- I appreciate CGL's facebook volunteers for being responsive (a few hours at most) even if they couldn't do anything around the problem
- CGL as a company is doing a very poor job at communication and response to customers, and really needs to do a better job on that.