Do you include VAT in your shipping costs?
Unfortunately, not at this time.
Last updated: January 13, 2023 12:39
Once you start shipping, how do you process orders?
We pack and ship orders by their contents, typically from the largest quantity and simplest of similar orders, down to the smallest and most complex. This means that we tend to ship a lot of orders very quickly at first before slowing down at the end because the remaining orders are more complicated.
For Example: Let’s say we have 100 backers. 60 of them ordered 1 hardcover, 25 ordered a hardcover and a paperback, 10 ordered 2 hardcovers, and 5 ordered a hardcover, paperback, and a custom art piece. We’re going to pack the orders for the group of 60 first, followed by the group of 25, and so on.
Last updated: January 31, 2023 09:10
I late-pledged the project but don't see it on my Kickstarter account. Did I do something wrong?
Nope! Think of late-pledging as more like placing a pre-order. While you are purchasing the product(s) that were featured on the Kickstarter campaign, they are not part of the original campaign and do not tie back to Kickstarter. Rest assured, however, that we have your order and will process it once we start fulfillment!
Last updated: January 13, 2023 12:39
What do I do if my package arrives damaged?
While we try to make sure that our products are well-protected, sometimes they can get damaged in shipping. If you receive a damaged product, please send an email to [email protected] and include pictures of the damaged product and the box.
Last updated: January 31, 2023 09:11
I got my tracking information, and it doesn't look like it's been picked up by the carrier yet. Did my order get lost?
When we pack and ship orders, especially at first, it’s typically hundreds of boxes at a time. To ship efficiently, they need to get palletized and picked up by either USPS or UPS, which takes time to schedule and coordinate.
Last updated: January 31, 2023 09:11
What is BackerKit?
BackerKit is a service that crowdfunded project creators use to keep track of hundreds to tens of thousands of backers—from shipping details, pledge levels, preferences and quantities, whether they have paid or had their card declined, special notes, and everything in between!
The BackerKit software and support team is independent from the campaign’s project team—BackerKit does not handle the actual reward shipping. For more information about the preparation or delivery status of your rewards, please check the project's updates page.
How does BackerKit work?
After the campaign ends, the project creator will send you an email with a unique link to your survey. You can check out a walkthrough of the process here.
I never received my invitation. How do I complete the survey?
The most common reasons for not receiving a survey email is that you may be checking an email inbox different from the email address you used to sign up with Kickstarter, Indiegogo or Tilt Pro account, or it may be caught in your spam filter.
Confirm that the email address you are searching matches the email address tied to your Kickstarter, Indiegogo, or Tilt Pro account. If that doesn’t work, then try checking your spam, junk or promotions folders. You can also search for "backerkit” in your inbox.
To resend the survey to yourself, visit the project page and input the email address associated with your Kickstarter, Indiegogo or Tilt Pro account.
How do I update my shipping address?
BackerKit allows you to update your shipping address until the shipping addresses are locked by the project creator. To update your address, go back to your BackerKit survey by inputting your email here.
When will my order be shipped, charged or locked?
That is handled directly by the project creator. BackerKit functions independently of the project itself, so we do not have control of their physical shipping timeline. If you want to check on the project’s status, we recommend reading over the project's updates page.
I completed the survey, but haven't received my rewards yet. When will they arrive?
As BackerKit does not actually handle any rewards or shipping, the best way to stay updated on the shipping timeline would be to check out the project's updates page.