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 16, 2022 15:13
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 16, 2022 15:13
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 16, 2022 15:13
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, we can provide some preliminary ESTIMATES. 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 that pricing and regions have been updated from past Rocketship Kickstarter campaigns, so please review. All physical reward tiers typically range in the “Up to 2lbs” and “Up to 3lbs” pricing categories. Estimates are:
United States - Up to 2lbs: $12, Up to 3lbs: $13
Canada - Up to 2lbs: $21, Up to 3lbs: $24
United Kingdom - Up to 2lbs: $20, Up to 3lbs: $23
France - Up to 2lbs: $21, Up to 3lbs: $24
Germany - Up to 2lbs: $24, Up to 3lbs: $29
Austria/Belgium, Denmark, Ireland, Netherlands - Up to 2lbs: $29, Up to 3lbs: $36
Norway, Finland, Switzerland - Up to 2lbs: $30, Up to 3lbs: $37
Austrlia - Up to 2lbs: $26, Up to 3lbs: $32
Japan, China, South Korea - Up to 2lbs: $30, Up to 3lbs: $39
Everywhere Else - Up to 2lbs: $31, Up to 3lbs: $38
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.
NOTE: Prices are subject to change. Weight in US pounds (LBS). Shipping table for orders at over 3lbs can be found on the campaign page after the Add Ons section. Orders beyond 8lbs will have higher shipping fees.
Last updated: November 16, 2022 15:24
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 16, 2022 15:25
What items will be available as add ons in the BackerKit survey?
Outside of the items listed in the Add Ons section, and additional copies of The Other Badguys Volume 1 graphic novel, there are no plans for breaking out individual non-book items from the reward tiers due to the logistical complications it creates during fulfillment.
Occasionally, we might discover that the minimum quantity we need to produce an item creates some overstock and in those cases, we would potentially make them available individually, but backers should assume that the items as broken out in the reward tiers and add ons are what’s available.
Additional copies of The Other Badguys will be available as add ons in the BackerKit surveys and not during the Kickstarter campaign.
Last updated: November 16, 2022 15:25
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.