Once a project has reached its funding deadline and is successfully funded, the creator will send a survey in order to request any information they need to fulfill rewards. This may include size, color preference, flavor choice, etc, as well as your shipping address, where applicable. We don’t collect or store your shipping information at checkout.
A creator may use Kickstarter’s survey tool or a third-party service, such as PledgeManager, to send their surveys.
How to find a project survey
If the project creator is using Kickstarter’s survey tool and you’re viewing the site through a desktop browser, you’ll see a notification at the top of the page for any surveys awaiting response. On our iOS and Android apps, you can access any pending surveys via your Activity feed.
If you have enabled email notifications, then you’ll also receive an email with a direct link to the survey.
If you’re having trouble locating your survey, please feel free to reach out to us and we’ll be happy to help. If you think you might have missed a survey email, don’t panic, simply log in to your Kickstarter account to check.
I haven’t received a survey for a project I backed
As with all things, creators will approach surveys in a way that works best for them. Some may send surveys 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 survey through Kickstarter, you'll receive an email confirmation that includes a copy of your responses.
If you haven’t received a survey via Kickstarter, it’s possible that the creator is still preparing the survey and will send it out when ready. Remember, each project is different and will have its own distinct timeline for production, surveys, and shipping.
Alternatively, the creator may be using a third-party survey provider, such as PledgeManager, to collect responses from backers. We recommend checking the project’s Update section for any information on the survey, 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 surveys, 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 survey 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 receiving a survey?
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 surveys 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 filling out a survey, 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 fill out a survey with 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 submit the survey?
If the creator used Kickstarter to send their survey, and they have enabled address changes, you can update your shipping address by following the steps below. Please note that viewing or changing your response to a survey is only possible on a web browser.
- Navigate to your account by clicking on your profile image in the top right corner of the homepage. If using the Kickstarter app, head to your profile section.
- Select the project in the 'Successful pledges' section of your Backed projects page.
- Click the 'Survey' option in the window that appears.
- If the creator of this project has enabled address changes, you’ll notice an option to edit the address that will allow you to change your shipping information.
If you have multiple projects with open surveys, and you’d like to update your shipping information on all of them at once, you can now 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 onto 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. Each address will indicate the number of eligible surveys 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 option to further edit shipping information and you will have 48 hours to finalize any changes.
If the creator has not enabled address changes, or you’d like to modify your responses to any other questions on this survey (reward size, color, etc.), you should message the creator directly from your Backed projects page.
If the creator used a third-party survey provider (such as PledgeManager) to collect survey responses, and you need to make any changes, we recommend contacting the creator directly.
Pledged as a Guest backer? You'll first need to set up your Kickstarter account before being able to change your survey response. Find your pledge confirmation email, click “Complete your account” and follow the steps on the Sign up page. If you're unable to locate this email, get in touch with our Support team.
Can I change the shipping country for my reward?
As a reward’s shipping cost is determined during the pledging process, and this payment is taken as part of your pledge total, it’s not possible to change the country to which your reward will be shipped via the survey “Edit address” option.
Changing the address to a different country may affect the 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 the survey is closed
If the creator has closed the survey, it’s likely that they are now finalizing plans to begin shipping rewards. To let them know of any changes to your shipping address we recommend reaching out to them 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.**