This is Haj (founder of HANGTIME) and I wanted to reach out personally. Last Friday, we posted an update regarding your backer surveys (from BackerKit). Almost immediately, we received a TON of emails with questions about the survey.
So first of all, my sincere apologies for any confusion the survey may have caused. Please know that we are doing everything in our power to get your KOALAs shipped out as quickly as possible.
Secondly, here are the answers to our most-asked questions:
1) I HAVEN’T RECEIVED MY SURVEY YET. WHAT SHOULD I DO?
First, please check your inbox and spam folder. If you don’t see the BackerKit email there, please email us (email@example.com) and we will respond as soon as possible with a link to your survey.
2) I’VE ALREADY EMAILED YOU. WHEN WILL I HEAR BACK FROM YOU?
Since Friday, we’ve received 100s of emails per day about the survey. We have been answering them as quickly as possible. I can assure you, we haven’t forgotten about you and you will receive a personal response from us with a link to your survey as quickly as possible! Thanks in advance for your patience.
3) WHY ARE THE SURVEYS NEEDED?
With over 14K backers, the survey process helps us avoid shipping delays. The last thing we want to do is ship your order to the wrong address. We know the process can be cumbersome but we felt it was the best option to ensure that everyone gets their KOALAs in time for the holidays.
4) WHAT’S INCLUDED WITH MY ORDER?
Each KOALA will be shipped as depicted on our Indiegogo campaign. This means that each KOALA includes the harness, clamp, and tether. The add-on option in our survey simply provides the option to add additional KOALAs to your order if you'd like.
5) WHEN WILL MY ORDER SHIP?
We are on target to start shipping on November 25th. We are guaranteeing delivery by the Holidays for all our US backers. For our international backers, it is likely your KOALA will arrive by the holidays as well but due to the variability of international shipping, we can't make that promise.
6) WHEN WILL MY ORDER SHIP IF I ORDERED A KOALA FROM INDEMAND?
On November 12th our Indiegogo Campaign page turned into our Indiegogo InDemand store. Orders placed there will ship on or before January 8th.
Finally, I want to express again how much I value you, our backers! And I want to reassure you that I take my commitment to you extremely seriously. You have gone out on a limb for me and the HANGTIME team and I am committed to delivering on our 14K+ promises to you.
Thank you, as always, for your patience and support and please stay tuned for additional updates as we get closer to shipping. If any additional questions come up, don’t hesitate to reach out at firstname.lastname@example.org.