A pledge is not a webshop order. If you backed us on Kickstarter or Indiegogo, or filled in a BackerKit survey, your pledge lives in that system rather than in our shop. That means you do not have a CircuitMess order number — ours are plain 5 or 6 digit numbers like #65729, and a pledge does not get one. If someone has asked you for one, that was a mistake; you are not missing anything.
What to tell us so we can find you. Any one of these is usually enough: the email address you pledged with, your backer number if you have it to hand, and which campaign you backed. The backer number is the quickest, but the email address on its own is fine.
The BackerKit survey. The survey is how we collect your address and your reward choices, and it arrives by email rather than in our shop. If you are not sure whether you completed it, search your inbox — including spam and promotions — for "BackerKit". If you cannot find it, or you are not sure it went through, message us here and we will check whether yours is in and have it sent again if it is not. Do not fill in a second one on the assumption the first failed.
Changing your address. Your parcel goes to whichever address is in your survey profile at the moment we lock your order, so updating it there is all you need to do. You can change it any time before that lock. About 48 hours beforehand we send a Final Address Confirmation email — it is worth watching for it and checking the address on it. If you spot the wrong address after the window has closed, message us here with the correct address straight away; as long as the parcel has not left the warehouse we can usually still change it.
Changing your card or payment method. Payment for a pledge is held by the crowdfunding platform, not by us, so a card change has to happen in your Kickstarter or BackerKit account rather than here. If your card was cancelled or replaced and you cannot see how to update it, message us here and a colleague will point you to the right place for your campaign.
When will it ship? We do not quote a delivery date for a pledge unless we have one we would stand behind. The current estimate lives on the product page for that campaign, which is the place to check because it is kept up to date. We email everyone holding a pledge whenever the timeline moves, so check spam and promotions as well as your inbox.
Refunds. Pledge refunds work differently from shop refunds and are set out in "Can I get a refund on my Kickstarter pledge?". In short: while a campaign is still running no money has reached us, so you cancel in your Kickstarter account; once it has closed, message us here with the campaign and your backer number or pledge email. Please come to us directly rather than opening a payment dispute — a dispute freezes the money with the payment provider and makes it slower for you.
What we cannot do from the chat. We cannot pull up a pledge, a survey or a backer record the way we can look up a shop order, so anything specific to your pledge goes to a colleague who can open the campaign records. Tell us what you need and the email you pledged with, and we will pass it straight on.