What is Indiegogo? First time supporting and ordering from a project on Indiegogo?
We figured you could use some help! Feel free to reach out to our team at anytime with any questions you may have: [email protected]. The Customer Happiness Team will respond within 48 business hours. Indiegogois a launchpad for creators to raise funds for the initial production of their invention. Backers (that’s you!) can support the creator by pre-ordering the product at a discounted price.
Last updated: October 13, 2020 09:16
How do I choose the colour?
You will be emailed a survey to your inbox via BackerKit within 14 days after you’ve placed your order.
Last updated: October 13, 2020 09:16
How will my order be shipped?
For the whole world rewards will be delivered via air freight directly from our distribution centre in Shenzhen, China. Backers are also expected to receive rewards between 4-20 days from shipping depending on the size of the delivery and your country (including USA). We’ve chosen this costlier method so no matter what country you’re supporting from you don’t have the long transportation times of sea freight.
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Is there likely to be any manufacturing delays like other crowdfunded projects which have failed to deliver?
Unlike all those other campaigns, we have already paid up front from our own pockets for the tooling cost and produced samples for testing. With the positive response of the final samples we will be able to begin production before the campaign closes with no manufacturing complications. We’ve accounted for potential delays with our expected delivery date and are confident we will deliver on time.
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Am I eligible for any special bonus perks?
We would like to advise that only 1 promotional offer can be applied to each order.
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Which countries do you ship to?
We ship to all countries excluding the following which have been flagged by courier services as restricted or high risk: Belarus, Cote d’Ivoire, Cuba, Democratic Republic of the Congo, North Korea, Sierra Leone, Sudan, Syria & Zimbabwe. If you would like a shipment to any these countries we will make alternative arrangements that may cost more, however we can’t guarantee the shipment’s arrival.
Last updated: October 13, 2020 09:16
Shipping Policy
If our shipping provider attempts to deliver to your address and the package is returned because of any of these reasons, there will be a reshipping fee: no-one is available to receive the package, the location is not accessible, you’ve provided the wrong address or you have moved without notifying us before the delivery dispatch.
Last updated: October 13, 2020 09:16
Orders will be dispatched to the shipping address provided on your Backerkit Survey
All orders will be dispatched to the address that has been provided to us on your Backerkit survey. If you have recently moved and need to update your address, please ensure your address is updated on Backerkit as updating on Indiegogo does not automatically update on Backerkit. You can also reach out to us and a member of our team can assist you with this: https://support.chargeasap.com/hc/en-us/requests/new
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Refund Policy
You can initiate 100% refunds within the first 10 days of your backing by going to your contributions tab on the Indiegogo page. After the 10 days there are unfortunately no refunds for backers who pledged during a Indiegogo campaign as fees have already been collected by Indiegogo and the credit card company.
Last updated: October 13, 2020 09:16
Return & Exchange Policy (Part 1)
Please note all sales are final. Kickstarter is not able to guarantee that perks will be delivered or deemed satisfactory. The nature of crowdfunding is such that campaigns on Indiegogo are raising funds for work-in-progress projects, ideas, or causes. Contributing to a campaign and claiming a perk on Kickstarter is not the same as buying a product online.
Last updated: October 13, 2020 09:16
Return & Exchange Policy (Part 2)
There will be no exchanges or returns for change of mind. In the event your product becomes faulty, please email us [email protected] with a description of the issue. Once we assess the issue and are able to determine its a product fault, you’ll be able to pay the $7USD reshipping fee for the product(s). We’ll then dispatch your replacement order straight away. Please note that if an item has been discontinued, we are no longer able to provide warranty on that item.
Last updated: October 13, 2020 09:16
VAT & Custom Fees
While we try our best to assist with the prices that are declared, the customer will be responsible for paying all import duties and taxes. These costs are not included in the cost of delivery. We do have some strategies that have minimised tax for backers which we’ve used for shipping for our past 8 campaigns.
Last updated: October 13, 2020 09:16
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.