What are general customer service hours?
During and after the campaign is over you may have questions about your order or there may be an issue. Though someone will try to respond to you as quickly as possible and you may even get a response during “off” hours, our official business hours are Monday through Friday, 9am to 5pm PST.
Please keep in mind that if you message on a Friday afternoon, you might not receive a reply until Monday, and that any messages sent over the weekend might not be seen until Monday later in the day as we sort through them.
Additionally, we can not provide customer service over social media for many reasons, most importantly for security. Only direct questions to us via Kickstarter through a message so that we can look up your account and order.
Last updated: November 15, 2022 13:07
How do I fill out and add on items in my BackerKit survey?
You will be sent a BackerKit survey via the email address associated to your Kickstarter roughly 2 weeks after the Kickstarter concludes. It is in the survey where you will provide your shipping address and where you will be charged for shipping. You must complete your survey or your order will not be shipped.
Last updated: November 15, 2022 13:07
How official are the estimated delivery dates for each reward?
The delivery dates associated with each reward are based on our anticipated production schedule. They are not guaranteed and, as they are described, are estimates. Once we finish surveys and all add ons are locked we go into production on those items and will provide campaign updates throughout the process.
Last updated: November 15, 2022 13:07
How much will shipping be for US and International backers?
Please note that shipping costs are NOT included in your pledge and you will pay actual shipping during the BackerKit survey phase. The fulfillment company is based in Portland, Oregon USA so shipping will vary depending on weight, size, and in the case of international orders, region.
With that said, preliminary ESTIMATES can be found on the campaign page in a shipping table that’s beneath the “Meet The Creative Team” section. Issues with the USPS can impact issues with the Royal Mail, Canadian Mail, and so on, as can the constantly changing rules in the EU. Fluxes around holiday seasons can also change these estimates.
Also, note all physical reward tiers typically range in the “Up to 2lbs” and “Up to 3lbs” pricing categories. The shipping table we have goes up to 8lbs, but orders beyond 8lbs will have higher shipping fees.
Backers are responsible for any VAT, import duties, taxes or other fees and are not included in shipping. We recommend inquiring with your country’s customs office to determine whether there will be additional fees.
Last updated: November 15, 2022 13:08
Refund Policy
Campaign pledges once processed are final and non-refundable. In extreme circumstances, we can offer a refund at our sole discretion. In no circumstances are the percentages taken by Kickstarter, Stripe, and Backerkit (or other 3rd party fulfillment software we use) refundable once credit cards have been processed by Kickstarter when the campaign ends
Last updated: November 15, 2022 13:10
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.