After a project has successfully funded and the creator is ready to begin fulfillment, they will start to collect any details they need in order to produce and ship rewards. To gather this information, a creator may use Kickstarter’s pledge manager tool, our backer survey tool, or a third-party service.
For creators using Kickstarter’s pledge manager, this will include a survey where they can request the details they need. This may include questions about size, color preference, flavor choice, etc, as well as your shipping address, where applicable. Kickstarter does not collect or store your shipping information during the pledging process.
How do I find the backer survey or pledge manager for a project?
If the creator is using Kickstarter’s backer survey or pledge manager tool to collect information, and you’re viewing the site through a desktop browser, you’ll see a notification at the top of the page for any projects awaiting a response. On our iOS and Android apps, you can access any pending surveys or pledge managers via your Activity feed.
You’ll also receive an email with a direct link to the backer survey or pledge manager.
If you think you might have missed a survey email, don’t panic, simply log in to your Kickstarter account to check. If you’re having trouble locating a project’s backer survey or pledge manager within Kickstarter, please feel free to reach out to us and we’ll be happy to help.
I haven’t received a backer survey or pledge manager for a project I backed
As with all things, creators will approach pledge management in a way that works best for them. Some may send a survey or launch their pledge manager as soon as the project ends, while others may wait until they’re ready to start preparing rewards for shipping. This could be a few weeks after the project ended, or six months later.
Once you complete a project’s backer survey or pledge manager through Kickstarter, you'll receive an email confirmation that includes a copy of your responses.
If you haven’t been asked to complete a backer survey or pledge manager via Kickstarter, it’s possible that the creator is still preparing this and will send it out when ready. Remember, each project is different and will have its own distinct timeline for production, pledge management, and shipping.
Alternatively, the creator may be using a third-party pledge management service to collect responses from backers. We recommend checking the project’s Update section for any information on this, or reaching out to the creator directly.
How do I update the email address associated with my pledge?
If you’ve recently updated the email address linked to your Kickstarter account, this will now be associated with your pledge in each project’s backer report. However, if a creator has already downloaded the backer report for their project, or is using a third-party service for their pledge management, the creator will need to manually update your email address on their end.
We recommend reaching out to a creator directly to let them know that the email address associated with your pledge may need to be updated. In the event that they are using a third-party pledge management service, they may also need to re-send the survey to your new email address.
How can I save my shipping address on Kickstarter prior to completing a backer survey or pledge manager?
While Kickstarter does not collect shipping information on behalf of creators, you can save your preferred shipping address to your account to have it ready for future backer surveys or pledge managers sent via Kickstarter.
To save your shipping address, log into your account, and visit the Shipping address tab on the Settings page of your account. Here you’ll be able to add your address by filling out the required fields and clicking "Save".
When completing a backer survey or pledge manager, you’ll be able to auto-populate your preferred shipping information by choosing from a list of your saved addresses. Please note: We will create a new saved shipping address for you any time you add an address that isn’t already saved. A saved address can be deleted at any time via the Shipping address tab.
Can I change my shipping address after I complete a backer survey or pledge manager?
If the creator is using Kickstarter’s pledge manager or backer survey tool to collect backers’ addresses, and they haven’t locked addresses, you can update your shipping address by following the steps below. Please note that changing your submitted address is currently only possible on a web browser.
- Log in to your Kickstarter account and navigate to the Backed projects page.
- Next, locate the specific project under the 'Successful pledges' section and click the round “+” button to the right-hand side of the project name.
- On the Pledge summary page, select the 'Survey responses' tab to see your current shipping address.
- If the creator hasn’t yet locked addresses for the project, you’ll see an option here to change your address. Please note that changing the country from the one selected during the pledge process will not be possible.
If you have multiple projects with open surveys or pledge managers, and you’d like to update your shipping information on all of them at once, you can update all eligible pledges with the same address from the Shipping address tab, found under the Settings page of your Kickstarter account. To do so:
- Make sure you’ve saved the new address to your ‘Saved addresses’ list. If you have saved addresses stored already, you should see them listed on the right hand side of your screen.
- Click on “Apply to all” on the desired address to apply this across all eligible surveys and pledge managers. Each address will indicate the number of eligible surveys and pledge managers available for updating with the selected address.
- If the new address is in a different country than what was originally selected when pledging, you will not be able to update the address as shipping costs may change. In this case, you’ll need to reach out to the creator directly to discuss alternative delivery options.
Please note that, once a creator is ready to begin shipping rewards, they may remove the ability to further edit your shipping address and you will have 48 hours to finalize any changes.
If the creator has locked addresses, or you’d like to modify your responses to any of the survey questions (size, color, etc.), you should message the creator directly.
If the creator used a third-party survey pledge management service to collect information, and you need to make any changes, you will need to contact the creator directly to request their help with this.
Can I change the shipping country for my reward?
No, as a reward’s availability and/or shipping cost is determined during the pledging process, and this payment may have been taken as part of your pledge total, it’s not possible to change the country in your survey or pledge manager response.
Changing the address to a different country may affect the availability of your selected reward or the estimated cost of shipping, so we do not allow backers to change the shipping country themselves. If you do need to change your reward shipping address to a different country from the one you selected when pledging, please contact the creator to see if such a change is possible.
I need to change the shipping address but I can’t see an option to do so
If the backer survey or pledge manager has closed and the creator has locked addresses, it’s likely that they are now finalizing plans to begin shipping rewards. If there are any changes to your shipping address we recommend reaching out to the creator as soon as possible, before shipping begins, by sending them a message through Kickstarter.
You could also post a comment on their project page to remind them to check their Kickstarter inbox for your new address.
**Never post your full name, shipping address, telephone number, or email address in a comment - always send this privately as a direct message. All comments are public and can not be deleted.**