The books are in stores, why haven't I got mine yet?
Supporting us through Kickstarter makes sure that the print run happens. It also gets those of you who backed at levels that get a book the Envelope of Madness, which is full of extra stuff, including the signed bookplate. So Kickstarter is definitely the way to get the fun extras–and to be sure the book exists at all. It’s not the way to get it before anybody else, I’m afraid.
Here’s what we said about it in the “Risks and Challenges” section of the campaign listing:
“It is possible that the book will show up in retail stores before we finish mailing out all the Kickstarter rewards. The bulk of our print run goes straight out to Diamond Distribution and from there to the shops. The rest of the books go to our studio, where our fulfillment team packs them up with all the extras and ships them out to our backers. This individual shipping adds time, and so the books can often wind up on shelves before they wind up in your mailbox. We hate that this is the way it is, but we haven’t been able to find a good way to get the books to backers faster.
SO: Please back our campaign for the special extras like the signed bookplates and the Envelopes of Madness, and be aware that we will ship to you as quickly as we possibly can. It’s OK to forego the extras and get it at the store–if that’s the way you’d rather go!”
We are very sorry that this one took even longer than we expected. We feel like we learn more and more every time. We’ll be getting the shipping underway as soon as the Envelopes of Madness are collated. Thank you all so much!
Last updated: January 12, 2020 02:14
Will the pins ship with the books?
Probably not. We want to start getting the books out to you right away, so we’ll ship flat things like books and stickers out as surveys come in. The medals, being exclusives, are going to take a little longer to make. The design for the medals is finalized, we’ll place the order when we’ve got a decent percentage of the surveys in, so we’ll be able to make a good guess at how many we need. We appreciate your patience with us!
Last updated: January 12, 2020 02:19
Why did you take so long with the surveys, anyway?
Ah. It was a perfect storm of things. A lot of travel. A novel that needed a lot of rewriting. The GURPS manuscript. A project we can’t talk about that ate way too much time. Setting up the collection files in a completely new way for a new printer. Then the Holidays happened. Add to that: this was my (Kaja’s) first time setting up BackerKit with absolutely no hand-holding. Every day I thought I’d get to it, and every day something else was on fire. On the other hand, no hand-holding meant I’ll be able to do this better next time, so that’s something. I’m really sorry about it, everybody! Thanks for believing in me.
Last updated: January 12, 2020 02:25
Who is doing the shipping this time?
It’s us! Here, at our own Studio! We are hoping that this will let us handle any customer service issues directly and quickly. We’ve got a good team of friends who have helped us ship things before, we’ll be bringing them in as temporary employees to get this done as quickly as we can. We’re very excited about it, actually.
Last updated: January 12, 2020 02:28
This shipping doesn't look right...
Postage has gone up again, so it’s very likely that it’s just because postage is expensive. If something looks really wrong, though, go ahead and contact us.
Last updated: January 12, 2020 02:34
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.