Kickstarter Pledge Portal Questions

Last Updated - Jul 18, 2016 12:52PM PDT

• I didn't receive the Portal invitation.
• My link doesn't work.
• The reward tier doesn't match my Kickstarter tier.
• I've missed the campaign; how can I order?

• How can I change my address?
• How can I change the color of my rewards?
• Can I add to my order?
• How can I update my payment?

• My payment failed. Can I still back the project?
• How can I update my payment?
• Why is there a shipping fee?
• Multiple shipping charges
• Will there be any additional fees?
• How is VAT calculated?

• When will it ship?
• When will mine ship, specifically?
• Will adding more items delay my shipping date?
• Is expedited shipping available?
• Can it be marked as a gift or $0 value?
• Why is there a shipping fee?
• Will I be charged for each shipment?
• Can I ship to different addresses if I move between shipments?
• Can I ship to a P.O. box or APO box?
• Will my rewards arrive in time for the Holidays?

• If I don't like the color, can I exchange it?
• What's Pebble's return policy?
• When will it be available in retail?
• Will there be different engravings for repeat backers?
• Are there any alternative bands available?

Using the Kickstarter Pledge Portal

Please try the following:

• Make sure you’re checking the correct location. We will be sending communication to whatever email is linked with your Kickstarter account.
• Check your SPAM folder and trash.
  It was sent from kickstarter@getpebble.com and titled, “Time to Kickstart your color selection.”
• Add kickstarter@getpebble.com to your safe sender list or contacts.
• Click here and enter your email to request your Portal Invitation again.

• If the link within your email leads to an error, please take a screenshot and email it to kickstarter@getpebble.com.
• If you are redirected to an incorrect page, please email kickstarter@getpebble.com with your name, Kickstarter email address, and the amount pledged. 

• If your reward is showing less than your Kickstarter account is showing, you will be able to add additional Pebble Time or Pebble Time Steel smartwatches to your order until you have maxed out your pledge amount.
• If your reward is showing more than your Kickstarter pledge, thank you for your honesty. Please write in to order@pebble.com to have them removed from your account.
• If your account is showing the wrong pledge amount, please contact our support team through Kickstarter or by emailing order@pebble.com.

• Since the campaign ended on June 30th, we’re unable to accept any further pledges. However, you can visit Pebble.com and sign up for your preorder now!

• To edit your order, simply follow the link provided in the invitation email or click here and enter your email to request your Portal Invitation again.
• Select the edit option to the right of your displayed address. This will allow you to walk through the checkout process again, making any changes you need to along the way (including color selection, additional items, and payment details). 
• If an issue with the address is discovered after we have already sent your package, we will happily reship to you, but please understand that it may take some time to reprocess your order and insert you back into the shipping queue.

• As long as your order has not been locked for shipping, you will be able to log into the Kickstarter Backer Portal and change the color selections.
• To edit your order, simply follow the link provided in the invitation email or click here and enter your email to request your Portal Invitation again.
• Select the edit option to the right of your displayed items. This will allow you to edit your items and reconfirm your order. 

• Yes, when you’re invited to the Kickstarter Backer Portal, you’ll have the opportunity to purchase additional items.
• If you added extra money to your pledge during Kickstarter, you’ll be able to use it as a credit when selecting additional items. The additional items will be available for the early bird pricing and will not affect your estimated ship date.

• You will be able to update your order details (color selections, additional items, payment information, and shipping address) within the Kickstarter Backer Portal until your rewards are batched for shipment. 
• To edit your order, simply follow the link provided in the invitation email or click here and enter your email to request your Portal Invitation again.
• Select the edit option to the right of the payment option.

• We don’t want you to miss out on the special Kickstarter pricing! So once we open it up, we will invite you to our Kickstarter Backer Portal, where you’ll be able to pay for your pledge and rejoin the campaign.
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• You will be able to update your order details (color selections, additional items, payment information, and shipping address) within the Kickstarter Backer Portal until your rewards are batched for shipment. 
• To edit your order, simply follow the link provided in the invitation email or click here and enter your email to request your Portal Invitation again.
• Select the edit option to the right of the payment option.

• The shipping fee reflects current costs to reliably ship Pebble products to most regions around the world. 

• We will not charge your card for any additional fees until your order is ready to ship. Reward tiers that contain two or more different products will arrive in shipments, since the products will be manufactured at different times. For US and EU customers, this means that you may be charged separately for applicable taxes or customs fees. 
  Other international customers should be prepared for separate importation and customs charges for each shipment. 

• We will be collecting the cost of standard shipping during the campaign. However, some additional fees may need to be collected within our Kickstarter Backer Portal. Since taxes and customs fees depend on more specific information about where you live, which will not be collected until after the close of the campaign.

• Duties and taxes are calculated and charged by customs in your country. Unfortunately, this means they are beyond our control.
• If you feel you were overcharged for importation, my recommendation is to dispute the charge with the issuing agency. If they refuse to lower the charge and you do not want to pay it, you can reject the shipment and it will be sent back to us. Please note there may be return fees associated with your package. 
• We will be able to refund your order once we receive the package back at our fulfillment center. I hope this information helps.

• Multiples of the same item, will arrive in the same shipment. However, as the various devices will not be available at the same time, they will ship separately, as soon as they become available.
• We expect to begin shipping the polished Time Round in September, Pebble 2 in October, Time 2 is November, and Pebble Core in January.
• Please note: Packages will be subject to customs inspections and delivery times may be affected by issues happening within your country, such as extreme weather, strikes, etc.
• Your country may have additional foreign import restrictions that could prevent your package from reaching you. Pebble will try to ship to every backer, but we encourage you to look into any national requirements in advance and make any needed adjustments to your shipping address up front.

• While we are not able to look up a specific ship date for your order, we’re still on track for rewards to be sent out during the estimated ship date. This means that backers who pledged for a Pebble 2 should begin receiving tracking information in October, Time 2 backers should receive tracking in November, and Pebble Core backers should receive tracking in January. If those estimates change, we’ll let you know through a Kickstarter update or direct message if your shipment is affected.
  Thank you again for your support and patience!

• You’ll have the opportunity to purchase additional items during the 3rd step of the Backer Portal. The additional items will be available for the early bird pricing and will not affect your estimated ship date.

• No, all Kickstarter rewards will be shipped using standard post.

• No. We’ve consulted shipping and logistics experts about it. Despite the unique Kickstarter dynamic between “backing” a project or donating a “pledge” and later receiving a “reward”, we cannot legally ship packages without a properly declared value or marked as a “gift”.

• The shipping fee reflects current costs to reliably ship Pebble products to most regions around the world. 

• We will not charge your card for any additional fees until your order is ready to ship. Reward tiers that contain two or more different products will arrive in shipments, since the products will be manufactured at different times. For US and EU customers, this means that you may be charged separately for applicable taxes or customs fees. 
• Other international customers should be prepared for separate importation and customs charges for each shipment. 

• Yes. You will be able to update your shipping address between shipments from your Kickstarter Backer Portal.
• Please note: changing your shipping address may affect the total charge for your order, as taxes can vary between states or countries.

• Yes, both should be fine. For shipping to an APO address make sure you select United States as your country.

• Time Round, Pebble 2, and Time 2 will ship before the December holidays. However, we cannot guarantee delivery before the holidays as it will depend on your location and may be impacted by elements beyond our control, such as customs inspections or region-specific shipping issues (inclemate weather, postal strikes, etc). 
• Pebble Core is expected to begin shipping in January, and therefore won’t be available before the holidays.​

Other Questions

• Yes, you will be able to edit your color selections through the Kickstarter Backer Portal until 2-3 weeks before your order ships.
• If you decide within 30-days that you would prefer another color, email our Support Team and we’ll provide you with instructions.
• Please note: should you wish to exchange the color after having received your rewards, you will need to arrange to have your original package returned to our main office in California, USA.
• We will not be able to guarantee that the replacement will have the special Kickstarter marking.

• We will refund any backer who requests it within 30-days of receiving their reward.
• Please note: should you wish to receive a refund after having received your Pebble Time, you will need to arrange to have your package returned to our main office in California, USA.
• For more information about our return policy, please click here.

• We know our backers want to be the first to get their hands on new Pebbles. We plan to ship each reward to our Kickstarter backers before they’re available in stores.
• Retail units will be available 1-2 months after we finish shipping to Kickstarter backers.

• No, there will be a special Kickstarter engraving on the back of all the products from this campaign, however they will not distinguish between multi-backers and first-time backers.

• The bands included with the Pebble 2 and Time 2 will be made of silicone, to make sure it meets the same waterproof standards as the watch itself.
• However, both watches are designed with a 22mm width and quick-release pin so that it is easily exchangeable with any standard 22mm watch band. 
• The original Pebble, Pebble Time, and Pebble Time Steel are also 22mm wide, so any bands that are compatible with those watches will work with Pebble 2 or Time 2.