I received a tracking number for my reward but it hasn’t updated
When creators are preparing their rewards, they may generate all shipping labels with their chosen shipping partner in one go to have everything ready. They may also send the information to backers ahead of shipping to help them keep track. Please keep in mind that receiving the tracking number does not mean that your reward is ready to ship. As a first step, make sure to check the creator’s updates to see where they are in their shipping plan.
If the creator hasn’t shared information about their shipping plan yet, and they haven’t posted a new update in a month, you’ll see the option to anonymously request a new update. If after two weeks you’re still unsure of the status of your reward, we’d recommend reaching out to the creator to check in. It’s important to be patient during this time, especially if the creator is in the middle of dispatching potentially hundreds of rewards.
My reward is stuck at customs
When a reward is being shipped to another country, the creator will have needed to fill in a customs form to declare the items being shipped and the value of the goods. Each country will handle imports differently, and it’s not uncommon for items to get held up. In these cases the only option is to be patient and wait for customs to clear your reward for delivery.
If there are any duties, taxes, or customs clearance fees levied on your reward, you should receive more information, alongside steps for paying this, from the shipping partner handling your shipment (e.g. FedEx, UPS, Royal Mail, etc).
Our article “Why am I being asked to pay customs fees for my reward?” shares more information on this.
I only received part of my pledge
If you received your reward but there was something missing from your pledge, we recommend first checking the estimated delivery date for all items within your pledge. If everything was expected to ship together you should reach out to the creator.
In cases where a pledge included multiple items, and the project offered add-ons, the creator may have chosen to ship in stages. It’s possible that some rewards had a different estimated delivery date. If further information about the creator’s shipping plan can’t be located on their project page or in an update, we recommend getting in touch with them directly to clarify.
My reward has broken or stopped working
Each creator will have their own policies in place here, and some may have included a warranty with their rewards. If your reward has stopped working or broken within this timeframe you should reach out to the creator.