Hello!
99.9% of packages have gone out. Hazzah! We've been so thrilled to see all the photos y'all have shared with us on Twitter, BlueSky, Instagram, and in our Discord server sharing the successful arrival of your items!

What's that, your items had an unexpected issue? Well we've made a lovely FAQ for you just below! We're here to help, and want to make sure your problems are taken care of.

Do remember while reaching out that we are still a team of two, not a 24/7 support chat! We're doing our best, but mediating between our third party shipping partners can take some time. Thank you for your patience and understanding!

Let's get to the FAQ:

My package is missing an item!
We're sorry for the inconvenience! Check below for specific item procedure. Otherwise: Please send your BackerKit order number, a photo of your package's shipping label, and a photo of the items you received to [email protected] and we'll look into what may have happened at the warehouse and get your missing item sent to you asap.
Was the missing item the free Cool Francis paper insert?
Unfortunately as this was a free bonus for hitting the last stretch goal, we cannot send out a replacement. Only paid items are eligible for replacement. Sorry for the inconvenience.
Was the missing item the lunchbox, or do you have a lunchbox on the way?
Please refer to our Mail Time update, two updates ago! It outlined delays on the lunchbox and possible split orders to those who ordered one.

My package came with an extra item I did not order!
We would love to get that back! If you could send your BackerKit order number, a photo of your package's shipping label, and a photo of the items you received to [email protected], we will email you a prepaid shipping label you can use you get the lost item back home. We'd really appreciate you going through the extra trouble for us!

My package is marked delivered, but never arrived or was sent to the wrong place!
All is not lost! Please send your BackerKit order number to [email protected] with a description of your error. We will use this to file a claim with the courier and get a replacement package sent your way!

My package came damaged, and some items were ruined!
We're so sorry to hear that their journey had trouble. Please send your BackerKit order number, a photo of your package's shipping label, and a photo of the items you received to [email protected] and we'll file a claim with the courier and look into what we can do.

One of my items had a factory error!
Oh no! Please send a photo to us at [email protected] - we can send you a prepaid shipping label to have the defective item returned, and once it arrives we can get a replacement sent out to you. Unfortunately we do need the defective one before we can replace it with a new one.

I accidentally put an error in my address, so the package was sent to the wrong place or was not delivered!
This is an unfortunate case. The shipping section of our campaign page's risk segment says it is the individual's responsibility to provide accurate shipping information, so I'm afraid we cannot file a claim on our end. If your item was marked returned to sender, we can look into collecting the shipping fee and the correct address and trying again - send your situation to [email protected] if this applies to you. If it was successfully delivered to the wrong place, there is sadly nothing we can do.

My tracking information still says it's waiting for the courier to pick it up, or has otherwise not changed in over a week!
That doesn't sound right! Please send your tracking info to [email protected] so we can look into this. It may take some extra patience, but we'll get your items to you one way or another!

I forgot to complete my survey / pay for shipping / fix my payment information / or otherwise finish my BackerKit pledge! Can I still complete it and get my items?
Unfortunately the time to mention this would've been before addresses were locked! As of now, we're waiting a couple more weeks to fix issues but then the 60 of y'all who had missing steps will get refunded for whatever you paid. Sorry for the inconvenience, we just can't add extra orders to the logistics right now.

I didn't buy something I wanted during the campaign! Is there any way to buy is now?
Maybe! We're going to be at Brooklyn Comicon with some leftover items June 7th and 8th. There will be some plushies, books, cards, art prints, etc! No guarantees supplies will last, but come say hi and grab some merch!

Any other unique issue not listed above? Email us with your BackerKit information and we'll see how we can help!

Thanks for your ongoing support!
- The East Patch Team