This page has all the details you need to know about doing business with Crowd Supply and supporting our creators’ projects.
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.
The easiest way to pay is with a credit card. We accept any form of Visa, MC, Amex, or Discover, including credit, debit, and pre-paid cards. We do not accept any other credit cards, including Diner’s Club. Under certain circumstances, we can also accept other forms of payment such as PayPal, Automated Clearing House (ACH) transfers, and wire transfers (domestic and international). These alternate forms of payment may incur additional service charges and fees, and require pre-payment. To use them, you’ll need to contact us.
Note that we cannot accept any terms for payment. All orders must be paid in full before they can be shipped.
All campaigns are in US dollars (USD). We cannot accept foreign currencies and backers are responsible for any costs incurred by exchange rates and currency conversion.
Prices and shipping charges are listed on each project’s page. Those prices and charges are the same for all backers, so you can see what your costs would be by simply going to the project’s campaign page. Note that shipping fees are per item not per order.
In some select cases, we can provide a quote for a large order provided the following criteria are met:
If your needs fulfill all the above requirements and you would like a quote, please contact us. Unfortunately, Crowd Supply does not have the ability to respond to RFQs that don’t meet all of the above criteria.
Every product lists an estimated ship date on the project’s campaign page. This is only an estimate and may be subject to change as the manufacturing process unfolds. You will receive an email confirmation 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 usually ship in three business days from Crowd Supply’s warehouse. For crowdfunding and pre-order items, the ship date is the creator’s best estimate given manufacturing lead times and how many people have already ordered the product ahead of you.
Crowd Supply works with product 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 rely on estimated shipping dates 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. You can also check order status from your account page.
All Crowd Supply products ship free to 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. The package recipient will be responsible for any customs fees, duties, VAT, or other taxes that are incurred when receiving an overseas shipment. Please note that we are required by law to list the actual value of the item, so please don’t ask us to reduce the amount in order to avoid paying customs fees. We cannot and will not do it. Listing the full value of the item also allows us to fully insure the shipment should anything happen to it in transit that results in loss or damage.
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. Note that it can sometimes take a day or two after shipment for tracking info to update. In some cases, you may be able to get more accurate or up-to-date tracking info from a third party such as Aftership.com. If no tracking information is available with the partner carrier, you should check with your local customs house to see if the package is being held. Most customs houses hold packages for only a certain amount of time before returning them to the sender as unclaimed.
Crowd Supply orders are shipped via FedEx, UPS, or DHL (or other services as required). If you require shipping by a specific carrier, please let us know and we will get you estimated costs. In some cases, you may need to contact your local postal service or customs office to arrange for customs payment, final delivery, etc.
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.
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. (An account is automatically created for you when you place an order; it is linked to the email address you used for the order.) 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.
All orders ship from our warehouse in the United States.
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 on 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 and are linked to the email address you provided then.
In some cases, the tracking info might take one-three days to become active, especially during high volume periods such as the holidays. If you don’t see tracking info right away, wait a day or so and look again.
We will include a printed invoice along with your shipped order. You can also view and/or print an order any time by going to your account page and selecting the order. (An account is automatically created for you when you place an order; it is linked to the email address you used for the order.) Lastly, your order confirmation email can also serve as an invoice. If you need something beyond this, please contact us.
In some cases, tracking information for international orders will not update once the package leaves the US. It’s not uncommon to see a package “stall” for a period of several weeks while it is in fact still in transit to its destination, or the package may appear to have been “delivered” to a dispatch facility at an interim location (e.g., Torrance, CA) where it is actually being processed for final shipment. Similarly, international packages may get held up by customs and/or local post offices and the tracking info will simply say “delivered”. You may be able to get better tracking info on local carriers from a third-party tracking service such as Aftership.com or www.trackitonline.ru.
In some cases, tracking may indicate that a package has been “delivered” when it is actually at a local customs or postal office. If your package is marked delivered but you haven’t received it, check with your post office or customs house.
If a long period of time has passed without a tracking update, we strongly suggest you contact your local post office, carrier’s office, and/or customs agency before contacting us. Typically, we cannot do much or get access to additional info once a package leaves the US. Note that shipping to some regions can take as long as six weeks. Note also that you have a limited amount of time to file a claim if you think your package is lost.
It depends on the type of order and the state of production, but generally once a product is in production, changes need to be approved by the creator. In all cases, submit order change requests via the “Ask [Creator] a Question” button at the bottom of the campaign’s page.
You can cancel a crowdfunding item any time before a campaign reaches its funding goal. After a campaign ends, cancellations are left up to the discretion of the creator. In practice, creators usually allow cancellations. In-stock orders and pre-orders can be cancelled if they haven’t shipped yet. Please contact us and be sure to include your order number. Please refer to this Guide Page on Backer Protection for the details of our return/refund policies.
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.
Packages returned to sender because they went unclaimed or had an invalid address will be refunded and returned to stock, and we will make a good-faith attempt to contact the recipient to let them know what has happened. If the recipient still wishes to receive the product, they will need to place a new order. If the recipient cannot be reached or does not agree to a refund method within 90 days of the package being returned, the recipient forfeits any claim to a refund.
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 product’s campaign page.
Question not answered here? Contact us to see how we can help.
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