How can I get in contact with a support representative at Lumen?
Thank you for backing the Lumen project and our team is here to assist you with any and all questions you have. You can reach out to our support team directly at [email protected]. Please note that it can take up to 48 hours to receive a response from the team.
Last updated: October 17, 2018 00:26
When will my Lumen device be shipped?
The exact shipping dates depend on the perk that you backed and your shipping location. We are scheduled to begin shipping in February 2019 and continue shipping until May 2019. You can check the confirmation email that you received after backing Lumen on Indiegogo or login to your Indiegogo account and check your pledge level there. If you still are unable to find this, please email us at [email protected] with your full name and email.
Last updated: October 17, 2018 00:30
I Already filled out my survey and confirmed my shipping address but moved, how do I update this?
The good news is that you can update your shipping address as many times as you want prior to the shipping details being locked down before shipping. You can login anytime you like to the original email we sent you and make any changes you need to the shipping address. Once the address has been locked though prior to shipping, then you will need to contact us directly for a manual change.
Last updated: October 17, 2018 00:34
I moved out of the country, do I need to pay an additional charge?
If you are living inside of the U.S. or planning to have the device shipped to the U.S. and now plan to have it shipped anywhere else in the world, there is a difference of $14 for a single device. If you currently live outside of the U.S. or are planning to change the shipping address from outside of the U.S. to inside the U.S., we will reimburse you $14. Please email us directly regarding the reimbursement at [email protected]
Last updated: October 17, 2018 00:36
I wish to buy more than 5 units, how can I do this?
If you want to purchase more than 5 Lumen devices, please email us with more details about what you are planning to do with these 5 devices, your contact information and a sales representative will be in touch.
Last updated: October 17, 2018 00:37
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.