FAQ: Penumbra Pin Collection
For the most up-to-date information about the status of our project, check our project updates on Kickstarter!

I thought I was getting things for free? Why is it an add on?

Don’t worry! You are still getting everything for free that has been promised! The add-ons for the same items are there should you want any extras of that particular item or if you aren’t in a tier that has already included it. All free rewards are automatically added to your pledge and can be viewed on your receipt! Make sure to double check what you have there to make sure you got everything you wanted :)

Last updated: December 02, 2019 23:32

I chose the heartless pin tier but I didn't get a survey question for her

The heartless pin is the only pin in her specific category (double linked pin) so those who have chosen the double linked pin tiers automatically have her added to their receipt which can be checked on the right side of the add-ons page. If you added money to your pledge for her and were not in a specific heartless tier you should have a credit of 18$ that you can spend in the add-on shop to add her to your pledge.

Last updated: December 03, 2019 15:50

When will the items ship?

They are expected to ship the end of April. If there are changes such as early arrival or delays we will update everyone via kickstarter.

Last updated: December 03, 2019 00:45

What are print upgrades?

We have added the option to upgrade your free 5x7 foil prints to 11x17 foil prints! These cost more to make but are cheaper than they would be in the artists respective stores because you already have the credit of $7 per print from the free 5x7’s!

Last updated: December 03, 2019 00:47

When will I be charged for my add ons?

You will pay for your add ons as soon as you checkout.

Last updated: December 03, 2019 00:53

How do I know if I got a free charm?

The first 25 backers of 2 or more pins on the kickstarter have the penumbra charm on their receipts.

Last updated: December 03, 2019 01:19

I purchased items through the pre-order store, can i change my order?

After your purchase, you will receive an email with a link to your receipt. From there you can add on any additional items you’d like. You cannot cancel your order once it’s gone through, however you can remove items in exchange for a credit that can be used towards other products in the shop.

Last updated: December 03, 2019 01:27

Shipping Updates
For the most up-to-date information about the status of our project, check our project updates on Kickstarter!
No shipping updates are provided.
BackerKit FAQ

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.

Backer Accounts

I’m having password trouble! - I can’t remember my password!

When you reset your password, you may need to clear your cache and temporary browsing history so that your old password is removed from your saved passwords. Next, use this link to reset your password.

I’m having password trouble! - I’ve reset my password but it still doesn’t work!

You may not have an account. You can create an account by clicking the account confirmation link in any survey you have. You can also get started with signing up for a BackerKit account here.

If you have created an account and have gone through the previous steps, but are still having trouble, please reach out to us via the contact form. Let us know any important details (browser type, mobile device or computer, OS, etc).

Do I need a BackerKit account to fill out/receive my survey?

You do not need a BackerKit account to access your surveys through BackerKit BackerKit accounts help to manage and keep track of surveys and are especially helpful for folks who have backed multiple projects.

Do I have an account?

Try account recovery here.

You may or may not have an account set up, but you can access the Account Request Confirmation from the bottom of the confirmation page of any of your surveys.

How do I update my email address in my backer account?

Contact BackerKit support by signing in to your BackerKit account, and then clicking on “Need Help?” in the top right side of the page! We will ask you to verify that you are the account holder; and to provide the new email address to which you would like to update your account. You can verify by your ownership of your backer account by either of the following methods:

* Sending us an email from the old email address, specifying the new email address for your backer account.

* Sending us a screenshot of your original pledge that shows your backer number on Kickstarter (or Indiegogo, etc).

How do I delete my backer account?

While signed in to your BackerKit account, click on “Need Help?” on the top right side of the page.

If you delete your account, you will still be able to access your surveys in the future -- no account needed.

What is a backer account?

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.

A backer account helps backers (like you!) to keep their surveys organized. Oftentimes, people who support projects that use crowdfunding support multiple projects across crowdfunding platforms. Any project that uses BackerKit will appear in your BackerKit account, and will allow you to help keep track of updates such as address, items, timelines, support, etc.

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