The following topics are covered by this policy:
Crowdfunding orders (other than donations - see below) can be canceled and fully refunded at any time up through the last day of the campaign. After the campaign has ended, funds are transferred to the project creator and refunds and cancellations may not be possible.
Stock orders (including pre-orders) can be canceled and fully refunded any time before they ship to the customer.
Donations made to a project without the expectation of receiving anything in return are considered final as soon as they are paid in full. Donations can be canceled any time before payment is collected. Once paid in full, donations cannot be refunded.
If a package cannot be delivered by the carrier either because of a customer error in the delivery address or because the recipient refused the package, then the package will either be returned to our warehouse or destroyed by the carrier or customs officials. If the package is returned to our warehouse, the invoiced value of the package will be refunded, less a restocking fee of at least $10 USD, or possibly more, depending on freight and customs charges. If the package is destroyed by the carrier or customs officials because of a customer error or the recipient refused delivery, then no refund will be issued.
If you’ve already received a tracking number for your order, but it has stalled or stopped moving, it’s possible that your package may be lost. If you are shipping internationally, please contact the local office of the shipper for your order (e.g., FedEx, DHL, UPS, or national postal service) and your local customs house first, as they might be able to locate your package. It’s not uncommon for international packages to appear stalled when they are still in transit or are waiting in local customs. Please allow up to two full weeks of transit time for international shipments.
If your package appears lost, please let us know as soon as possible so we can arrange re-shipment and an insurance claim with the appropriate shipping service provider. It varies by carrier, but lost packages typically must be reported within 30 days of initial shipment. If you think your package may be lost, please contact us with your order ID and tracking number.
If a product purchased directly through Crowd Supply is defective due to a manufacturing error or is damaged in transit to the recipient, document the condition of the product, the product packaging, and the shipment packaging and contact our support team within 30 days of receiving the product to arrange for a return merchandise authorization (RMA).
For returns other than those due to defective or damaged products, contact our support team within 30 days of receiving the product to arrange for a return merchandise authorization (RMA). The return must be in the original, undamaged packaging and in unused condition. ESD or moisture-sensitive products should not be opened except under controlled conditions. Return freight charges must be prepaid by the customer. Once the return is received at our warehouse, the invoiced value of the merchandise will be refunded, less a restocking fee of $10 USD, or possibly more, depending on freight and customs charges.