First: did you back Butter Bot on Kickstarter, or order it from our shop? The two are handled in different systems and the answer below is for shop pre-orders. If you pledged on Kickstarter or filled in a BackerKit survey, you will not have a CircuitMess order number at all — do not go looking for one. Tell us your backer number if you have it, and the email you pledged with if it is different from the one you are writing from, and a colleague will look your pledge up in the campaign records. The details are in "Kickstarter, Indiegogo and BackerKit: pledges, surveys and what we can see".
Butter Bot is sold as a pre-order, so an order is a reservation of a unit rather than something that ships straight away. Nothing has gone wrong if you have not had a dispatch email. Butter Bots go out in waves: crowdfunding backers first, then web-shop pre-orders. Tracking is emailed automatically when your parcel leaves us.
Checking the current timing. We publish the current estimate on the Butter Bot product page. If the date shown there has already passed, message us here with your order number, and a colleague will check where your unit stands. We email everyone who has ordered when the timeline changes, so it is worth checking your spam and promotions folders as well as your inbox.
Pre-order versus dispatched. Until we send you a dispatch email with a tracking number, the order has not left a warehouse. A payment taken at checkout confirms the reservation, it does not mean the parcel is on its way.
Changing your delivery address. While the order is unfulfilled, a colleague can check whether it can still be changed. Message us here with your order number and the full new address: recipient name, street and apartment or unit, city, postcode, country and phone number. Your address is only changed once a colleague has confirmed it. Once the parcel has gone to the courier we cannot change it ourselves.
Cancelling. You can cancel any time before dispatch, including while it is still a pre-order. Message us here with your order number, and a colleague will check whether it can still be stopped and confirm the next step with you. Refunds go back to your original payment method. See Can I cancel my order?.
For the current status of your specific order, message us here with your order number (and the email address you ordered with, if you are writing from a different one), and we will look it up.