What are general customer service hours?
During and after the campaign is over you may have questions about your order or there may be an issue. Though someone will try to respond to you as quickly as possible and you may even get a response during “off” hours, our official business hours are Monday through Friday, 9am to 5pm PST.
Please keep in mind that if you message on a Friday afternoon, you might not receive a reply until Monday, and that any messages sent over the weekend might not be seen until Monday later in the day as we sort through them.
Additionally, we can not provide customer service over social media for many reasons, most importantly for security. Only direct questions to us via Kickstarter through a message so that we can look up your account and order.
Last updated: March 03, 2025 14:38
How official are the estimated delivery dates for each reward?
The delivery dates associated with each reward are based on our anticipated production schedule. They are not guaranteed and, as they are described, are ESTIMATES. Once we finish surveys and all add-ons are locked we go into production on those items and will provide campaign updates throughout the process. Should dates shift, which is not uncommon, we will provide new estimated delivery dates in updates. Please note, that no date provided should be considered a locked and promised date until we have the books at the warehouse and until such time all estimated dates are subject to change.
With that said, Rocketship Entertainment has never had a funded Kickstarter that did not end up getting fulfilled, and you can view the status of all our projects, both in-production and fulfilled in the link below:
https://docs.google.com/spreadsheets/d/1AYCjUIyQHUts_jFxRflUiN9s0JjBJFNrmhTrEOreXhY/
Please also read our refund policy below.
Last updated: March 03, 2025 14:38
Refund Policy
Campaign pledges once processed are final and non-refundable. In no circumstances are the percentages taken by Kickstarter, Stripe, and the survey platforms we use (or other 3rd party fulfillment software we use) refundable once credit cards have been processed by Kickstarter when the campaign ends.
Last updated: March 03, 2025 14:38
How much will shipping be for US and international orders?
Please note that shipping costs are NOT included in your pledge and you will pay actual shipping during the post-campaign survey phase. The fulfillment company is based in Portland, Oregon USA so shipping will vary depending on weight, size, and in the case of international orders, region.
Please find a list of countries and regions that are currently embargoed by the US and we cannot ship the items to these countries and regions via Kickstarter:
Belarus Cuba Iran The Democratic People’s Republic of Korea (North Korea) Russia Sudan Syria The Crimea, Donetsk, and Luhansk regions of Ukraine
With that said, we do provide some preliminary ESTIMATES on the shipping section of the campaign page. Issues with the USPS can impact issues with the Royal Mail, Canadian Mail, and so on, as can the constantly changing rules in the EU. Fluxes around holiday seasons can also change these estimates.
Backers are responsible for any VAT, import duties, taxes or other fees and are not included in shipping. We recommend inquiring with your country’s customs office to determine whether there will be additional fees.
NOTE: Prices are subject to change. Weight in US pounds (LBS). Orders beyond 8lbs will have higher shipping fees.
Last updated: March 03, 2025 14:38
Why aren't certain items available as add-ons?
Outside of the items listed in the Add-Ons section, and other Rocketship Entertainment/Bottlerocket! titles, there are no plans for breaking out individual non-book items from the reward tiers due to the logistical complications it creates during fulfillment.
Occasionally, we might discover that the minimum quantity we need to produce an item creates some overstock and in those cases, we would potentially make them available individually, but backers should assume that the items as broken out in the reward tiers and add-ons are what’s available.
Last updated: March 03, 2025 14:38
How do I fill out my post-campaign survey?
You will be sent a survey via the email address associated to your Kickstarter roughly 3 to 4 weeks after the Kickstarter concludes. It is in the survey where you will provide your shipping address and where you will be charged for shipping. You must complete your survey or your order will not be shipped.
Last updated: March 03, 2025 14:38
How do I verify myself as a retailer and are there other books or items I can get?
After the campaign concludes we will reach out to verify your retailer status. This tier is only available to retailers with physical retail locations in the United States who sell books, comics, graphic novels, and horror memorabilia. You must provide:
- Name of your retail store,
- A business address/website link
- Tax ID/EIN number
Retailers can select which covers they would like, add on additional books, and upgrade to hardcovers in the survey that will be sent out AFTER the Kickstarter campaign concludes.
Last updated: March 03, 2025 14:38
Will this book be available in retail or Amazon?
Yes, eventually the book will be available at retail, including Amazon. That book will release at a later date after fulfillment and will not come with the stretch goals or other items (unless the retailer was a backer in the campaign). There are no retail plans for other add ons and items.
Last updated: March 03, 2025 14:38
How do I give my details for the Commission of You Appear reward tiers?
In the surveys that will be sent out AFTER the Kickstarter campaign concludes, backers of a reward tier that offers a commission or an appearance in the comic will be able to enter what they would like/details, and we’ll provide an email to mail your likeness photo. If you have questions about what commission is possible, please direct message us.
Last updated: March 03, 2025 14:38
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.