How Do I Contact the Project Creator?

For any refund requests, product, or shipping questions, the best point of contact is the project creator team. The best way to contact the campaign creators is directly through the original platform the campaign ran on, or your survey.  

  👉🏼 Wondering if you should contact the Creators or BackerKit Support? Check out this table

💡 If you have a preorder/late pledge, and don't see the below options, please contact the creator directly through the original campaign page. You may need to create an account.

BackerKit Crowdfunding:

For general questions, or before surveys are sent:

1. First, log in here. A BackerKit Crowdfunding account is required to ask a question. Can’t login? Check out this Help Doc
   1. P.S. Even if you've pledged, or receive our emails — you may not have an account!
2. Go to the campaign page via the search bar at the top of the BackerKit Crowdfunding homepage or if you've pledged, from "Your Pledges and Surveys".
3. After, below the project image, click the "FAQ" tab. To the right of 'Project FAQ', click 'Ask A Question.'

4. Using the form drop-down → "I have a question for the [insert project team name]" option. Ex: “I have a question for the Dragonsteel Team” not Backer Support Team.

   
   

After surveys are sent:

1. First, log in to your BackerKit Crowdfunding account

2. To locate your survey → click your Profile Avatar in the upper right-hand corner →

   Your Pledges & Surveys → Your Surveys  

3. Click any link in the 'Order Status' column to open your survey
4. Once in, click "Need Help?" in the upper right-hand corner

1. Click "Still have questions? Contact Us"
2. "I have a question for the project creator." (scroll to the bottom)
3. "Submit. "

External Platforms:

The best way to get in touch via external platforms (i,e: Kickstarter, IndieGoGo) is through the original campaign page:

Kickstarter:

General question, or before surveys are sent:

1. First, log in here. A Kickstarter account is required to ask a question.
   1. P.S. If you placed a BackerKit preorder, you may not have a Kickstarter account! BackerKit Crowdfunding and Kickstarter are two separate platforms.
2. Once logged in, visit the campaign page.
3. Below the project image, click the "FAQ" tab.

4. On the far right side, click the "Ask a Question" to contact the Project Creator team directly.

After surveys are sent:

1. To open your survey, click the link sent to your email or visit our survey recovery page.
2. Click "Need Help?" in the upper right hand corner
3. Click "Still have questions? Contact Us"
4. "I have a question for the project creator." (scroll to the bottom)

5. "Submit. "

   
   

Can't find your survey? Check out this Help Doc

Indiegogo

If you would like to contact an Indiegogo creator or their Support team, you can reach out to their Support team or the creator here. You can view their FAQ here.

When to contact the creator vs. BackerKit Support

Use this as a quick guide.

If you’re ever unsure, you can always contact BackerKit Support first and we’ll assist directly or redirect you to the project creator as needed.

⚠️ Heads up! BackerKit Support will not receive copies of any messages sent directly to the project creator team, or once fulfillment starts. We promise we're not ignoring you! If you've received a 'We're working on getting your message to the right place! email, this is an automatic message generated by the system. A human will review your inquiry soon!

Creators are expected to respond within 48 hours (or 2 business days, excluding holidays, or convention season).