I can't close my Heroclip. Is it broken?
To open and close your Heroclip, the gate needs to be pressed in and the top hook needs to be swiveled/ swung to the side of the biner/ clip section, as demonstrated in this video. Your Heroclip nests on top of the biner. It will not close if you try to close the hook over the top of the biner. We promise, it’s not broken – see our video for a demo! https://www.youtube.com/watch?v=GkrmduRtbD4
Last updated: May 11, 2018 16:07
What is Herocrew?
Herocrew is a quickly growing closed Facebook group where our community members discuss, share, vote and engage with each other about Heroclip. Perks of being a member include: voting on decisions our small team is making, being automatically included in special editions clip and partnership swag giveaways, being the first to know about future products in our pipeline. We believe it takes a village, and you are our de facto extended team members!
Last updated: May 11, 2018 16:08
How/when will you ship?
This isn’t our first rodeo! We are utilizing Backerkit to help ensure your success with our customer service and order processing. Please check for details regarding ship ETA dates and in the “Updates” section of our campaign for more information. We will ship all domestic orders using USPS and all international orders using APC. Within the US, for pledges over $50, we will ship via US Priority Mail with tracking. Please check your chosen perks to see more details on individual shipping information.
Last updated: May 29, 2018 14:01
How do I add on an item?
In your survey after answering any questions pertaining to your pledge level, you will have the option to select add-ons.
Last updated: May 29, 2018 14:01
When can I expect my order?
We will be shipping orders out in August. Domestic orders will take 3-5 days to arrive after it has been shipped and international orders will take 6-16 business days.
Last updated: May 29, 2018 14:02
How can I find my tracking information?
Tracking information can be found both in your email confirmation, and when you log into your Indiegogo profile online. IMPORTANT TO NOTE: Once your order has shipped, the order is processed and finalized and we can not edit your order, color, quantity or shipping address until it has returned to us. Be sure to triple check your order is correct before submitting your info!
Last updated: May 29, 2018 14:03
Exchanges/ Returns
If you would like to exchange your Heroclip for another color or size, you will be responsible for postage costs to and from our HQ. Once received we will confirm your shipment exchange with a new tracking number with the amended order details. If you made an error with your information, we must wait for that order to be back in our hands before reshipping.
Last updated: May 29, 2018 14:04
Can I change my perk level?
Yes! On the first page of your survey under “Get Started” you can click on “switch your pledge level You can also switch your pledge level later in the survey by clicking on “$XX Reward” in the header of the survey. This will open a pop up where you can then click on “Switch Pledge Levels.” If you choose an pledge level that cost less than your original pledge level you will see the difference noted as credit on your survey. This credit can then be applied towards add-ons. If you don’t want to use that credit to get an add-on item and would like it to be refunded to you instead, please reach out to [email protected] so we can find the best way to refund you. Partial refunds are not possible on Backerkit or Indiegogo so any refunds will be handled case by case after your survey is submitted and finalized. Once again, refunds will NOT happen automatically so if you have left over credit and want to be refunded you must reach out to us at [email protected]
Last updated: June 25, 2018 16:55
International Shipments
We do not cover the expenses of international customs or duties. You are responsible for the payment of any fees that may apply. If you are at all concerned that your package may be stock in customs or lost please reach out at your earliest convenience so we can get it sorted. For any shipping or customs related inquiries please email: [email protected]
Last updated: May 29, 2018 14:05
I added $X to receive an extra blank with my order:
The extra money you donated for add-on items will show up as credit in your survey. After answering all of the questions related to your pledge level you will be able to select your desired add-on items, which the credit will then be applied to. Partial refunds are not possible on Backerkit or Indiegogo so any refunds will be handled case-by-case after your survey is submitted and finalized. So if you have leftover credit and want to be refunded you must reach out to us at [email protected]. You can choose more add-ons then you have credit for, you will simply be charged the difference. If you received two surveys, one for the perk you backed and one for the extra donation reach out to Backerkit so they can combine the surveys. https://heroclip2018.backerkit.com/faq#contact-us
Last updated: June 25, 2018 14:38
I backed multiple pledge levels: How do I combine them?
If you backed multiple pledge levels and you want them all to ship to the same location, you can have your orders combined so there is only 1 shipping cost. To do so please reach out to Backerkit with all of your order numbers and ask to have your orders combined. Contact Here: https://heroclip2018.backerkit.com/faq#contact-us Please do this before filling out any surveys. Once your orders have been combined any extra shipping charges will show up as a credit on Backerkit. If you don’t want to use that credit to get an add-on item and would like it to be refunded to you instead, please reach out to [email protected] so we can find the best way to refund you. Partial refunds are not possible on Backerkit or Indiegogo so any refunds will be handled case-by-case after your survey is submitted and finalized. Once again, refunds will not happen automatically so if you have leftover credit and want to be refunded you must reach out to us at [email protected]
Last updated: June 25, 2018 16:55
Do your products have a warranty?
Heroclip products are built to last. We stand behind every product we ship and work hard to set right any wrongs you may experience with Heroclip. If you experience issues with your Heroclip, Please send the following info to [email protected]:
1) The problem you are experiencing. 2) Your order number 3) A picture if possible 4) Shipping address
Last updated: June 25, 2018 14:39
I have extra credit that I do not want to use. How do I get refunded?
If you don’t want to use that credit to get an add-on item and would like it to be refunded to you instead, please reach out to [email protected] so we can find the best way to refund you. Partial refunds are not possible on Backerkit or Indiegogo so any refunds will be handled case-by-case after your survey is submitted and finalized. Once again, refunds will NOT happen automatically so if you have leftover credit and want to be refunded you must reach out to us at [email protected] We will handle refunds by sending you the owed money via PayPal, Venmo, etc. If you do not have an account with a money exchange program you will receive an Amazon gift card for the amount owed.
Last updated: June 25, 2018 16:55
What is BackerKit?
BackerKit is a service that crowdfunded project creators use to keep track of hundreds to tens of thousands of backers—from shipping details, pledge levels, preferences and quantities, whether they have paid or had their card declined, special notes, and everything in between!
The BackerKit software and support team is independent from the campaign’s project team—BackerKit does not handle the actual reward shipping. For more information about the preparation or delivery status of your rewards, please check the project's updates page.
How does BackerKit work?
After the campaign ends, the project creator will send you an email with a unique link to your survey. You can check out a walkthrough of the process here.
I never received my invitation. How do I complete the survey?
The most common reasons for not receiving a survey email is that you may be checking an email inbox different from the email address you used to sign up with Kickstarter, Indiegogo or Tilt Pro account, or it may be caught in your spam filter.
Confirm that the email address you are searching matches the email address tied to your Kickstarter, Indiegogo, or Tilt Pro account. If that doesn’t work, then try checking your spam, junk or promotions folders. You can also search for "backerkit” in your inbox.
To resend the survey to yourself, visit the project page and input the email address associated with your Kickstarter, Indiegogo or Tilt Pro account.
How do I update my shipping address?
BackerKit allows you to update your shipping address until the shipping addresses are locked by the project creator. To update your address, go back to your BackerKit survey by inputting your email here.
When will my order be shipped, charged or locked?
That is handled directly by the project creator. BackerKit functions independently of the project itself, so we do not have control of their physical shipping timeline. If you want to check on the project’s status, we recommend reading over the project's updates page.
I completed the survey, but haven't received my rewards yet. When will they arrive?
As BackerKit does not actually handle any rewards or shipping, the best way to stay updated on the shipping timeline would be to check out the project's updates page.