The Crowd Supply Guide: Ordering, Paying, Shipping: The Details

This page has all the details you need to know about doing business with Crowd Supply and supporting our creators’ projects.

I have a problem with or question about a project

If you have a question about how something works or anything regarding the actual use and function of a project, you can communicate with creators directly by using the "Ask [creator] a question" button near the bottom of every campaign page. Many projects also have discussion forums where users can compare notes and troubleshoot. These are usually linked from the campaign page.

If you have a question or issue about a specific order placed on Crowd Supply, please contact Crowd Supply directly using our contact page to ensure timely support. Do NOT use the "Ask [creator] a question" button.

How can I pay?

The easiest way to pay is with a credit card (Visa, MC, Amex, Discover). For larger orders (over $2,500 in value), we may also accept other forms of payment such as PayPal, personal checks, cash, Automated Clearing House (ACH) transfers, and wire transfers (domestic and international). These alternate forms of payment may incur additional service charges and fees, and they may require prepayment. To use them, you’ll need to contact us.

All campaigns are in US dollars (USD). We cannot accept foreign currencies and backers are responsible for any costs incurred due to fluctuating exchange rates.

When will my order ship?

Every product lists an estimated ship date on the project’s campaign page. You will receive an email confirmation, with tracking number, as soon as the item has been shipped. The best way to find out the latest status of manufacturing and shipping is to check the "Updates" section of a project’s campaign page. This is preferable to emailing busy creators and their team.

In-stock items will typically ship within three business days from Crowd Supply’s warehouse. For crowdfunding and pre-order items, the ship date is the project creator’s best estimate given manufacturing lead times and how many people have already ordered the product ahead of you.

Crowd Supply works with project creators to make crowdfunding and pre-order shipping estimates as accurate as possible, but there can sometimes be slippage in actual ship dates. Keep in mind these are products coming to market for the first time and there may be unforeseen delays. There can be parts shortages, design issues to correct, manufacturer delays, and shipping issues.

For this reason, we strongly recommend that you do not support a campaign if you have a hard deadline for receiving the project you’re supporting. Shipping dates are only estimates. Again, if you’re wondering how a project is doing regarding shipping dates, check its "Updates" section for the latest information.

Where can orders be shipped?

All Crowd Supply products can be shipped anywhere within the US.

We will ship internationally anywhere we are legally allowed. International shipments are charged a flat fee that varies by the product. This fee is listed on the project page. Depending on the shipping destination and product specifications, package recipients may be responsible for any customs fees, duties, VAT, or other taxes that are incurred when receiving an overseas shipment.

Packages shipped outside the United States can be tracked using the link included in the shipping confirmation e-mail and also listed under "My Account" on our website.

How will my order be shipped?

The vast majority of domestic Crowd Supply orders are shipped via UPS. International orders will be shipped primarily via DHL or FedEx. If you require shipping by a different carrier, please let us know.

Can I get a signature guarantee of delivery?

We cannot assign signature guarantees to any order shipments. Please be sure to use a secure shipping address. Crowd Supply is not responsible for any lost or stolen packages that have been confirmed delivered by the carrier.

If I order multiple items, can I combine and reduce shipping fees?

The short answer is no. Our shipping fees are based on the actual costs of shipping (size, weight, insurance fees, etc.), so those costs increase if the number of items increases.

How can I change my shipping or billing address?

You can change your shipping address by going to your Crowd Supply account page, choosing the open order you want to change the address for, and then clicking the "Update Shipping Address" button. You will need to log in before accessing your account.

If your billing address changes during the course of the campaign, as long as your transaction has been processed, there is no need to change it. If we encounter any issues processing a transaction due to a mis-matched address, we will email you a notification explaining the issue.

Where do orders ship from?

All orders fulfilled directly by Crowd Supply ship from our distribution center in Mansfield, TX, USA. Rarely, some creators choose to do order fulfillment themselves. Those orders typically ship from wherever the manufacturer or creator is located. In practice, however, the vast majority of orders ship from Texas.

Shipping Confirmation & Status

You will receive an email confirmation once the item has been shipped with the details of the order and a tracking number for the package. Use this to track the package with the carrier’s website. You can also check the status of your orders by logging into your Crowd Supply account and going to "My Account". Accounts are created automatically when you make a pledge or place an order.

How do I get an invoice for my order?

You can view and/or print an order invoice any time by going to your account page and selecting the order. Your order confirmation email can also serve as an invoice. If you need something beyond this, please contact us.

Can I cancel my order?

You can cancel a crowdfunding item any time before the end of the campaign. After a campaign ends, cancellations are left up to the discretion of the creator. In practice, creators usually allow cancellations. In-stock orders, pre-orders, and backorders can be cancelled if they haven’t yet shipped. To cancel your order, please fill out the order cancellation form. Refer to our Returns & Cancellations policy for more details.

What happens if a campaign does not meet its goal?

Your card will not be charged in any way. If you used an alternate form of payment, you will receive a refund. We will contact you to arrange the details of that refund.

Unclaimed & Returned Packages

Packages returned to Crowd Supply because they went unclaimed or had an invalid address will be returned to inventory. A refund will be issued, minus any shipping fees, to the customer. You will be notified of the returned package, the refund, and directed to place a new order if you’d still like to receive the package.

What can I do if a project I want is "unavailable?"

Some projects on Crowd Supply are no longer available. There are several reasons why this might be the case. The product may simply be out of stock, the creator may no longer be manufacturing it, or there may be shortages or other issues that are impacting manufacture. If you want to be notified if and when a product will be in stock again, sign up for "Updates" on the campaign page.

What can I do if I lose access to my account?

You might lose access to your Crowd Supply account if you lose access to the email address associated with your account, or if you’ve enabled two-factor authentication (2FA) and you lose your second factor and don’t have any backup codes. Losing access to your account means you will not be able to view your order details, change your email subscription preferences, or perform any other action in your account.

If you cannot access your account and need to change an open order or want to disable your account and open a new account with the same email address, you will need to prove to Crowd Supply’s satisfaction that you are the rightful account owner. Order details and other acount information will not be transferred between accounts. Disabled accounts will not receive shipping confirmation emails or other notification emails.

To prove you are the rightful owner of an account that has a paid order, you might be asked for the description of a Crowd Supply payment as listed in your credit card statement. To prove you are the rightful owner of an account that does not have a paid order, you might be asked to show persistent control of the email address associated with the account by responding to an email message from Crowd Supply sent several days after your initial request.

More Details

You can view the legal language defining these policies on our Terms of Use page.

Question not answered here? Contact us to see how we can help.

The Crowd Supply Guide: Table of Contents

For Everyone

For Backers

For Creators

Getting Started

Before Your Campaign Launches

During Your Campaign

After Your Campaign Concludes

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