FREQUENTLY ASKED
QUESTIONS: REWARDS
REWARD QUESTIONS
WHAT IF MY REWARDS HAVEN’T ARRIVED YET?
As of September 24, 2019, the majority of the physical rewards should be delivered and in your hands. But some items - like new albums or boxed sets - won’t be available until later in 2019 or in 2020.
Also, the last few rewards will take more time to complete:
New AQUABATS ALBUM #1 (coming July 2020)
The SUPER SHOW BOX SET (coming Spring 2021)
New AQUABATS ALBUM #2 (coming Fall 2021)
Before you contact us, please check the shipping schedule to see if the reward you’re missing just hasn’t been shipped yet.
If you think something should have arrived by now and hasn’t, email us at kickstarter@theaquabats.com.
WHAT IF SOME OF MY REWARDS WERE MISSING?
First things first - let’s make sure you know what you should be getting. You can always take a look at your complete list of items by viewing your CrowdOx survey. Lost it in your email? Just retrieve it here.
Then, check to see if it supposed to be shipped here in our shipping calendar.
Pretty sure it’s been shipped?
If you pledged at the 55 Level (“...AND A T-SHIRT!”) or above: If you got your box of physical rewards from Blackbox (our shipping company) and the packing slip didn’t match what was in the box - their friendly customer support can help you fix it real fast. Just email them at aquabats@blackbox.support.
If you pledged at the 35 Level (“... AND A SOUNDTRACK, VIDEOS & A PATCH!”) or below: These items don’t have postal tracking - but if you are expecting stuff from Levels 10, 25 or 35 and haven’t gotten it by September 24, please email us at kickstarter@theaquabats.com.
WHAT IF MY REWARDS WENT TO THE WRONG ADDRESS?
Uh oh! We try our hardest to give everyone a heads up and a chance to change their address before we ship stuff out. If a shipment is sent back to us as “return to sender” we will reach out to you to try and figure out how to get it to you.
If a shipment ended up at the wrong location and it isn’t returned to us, let us know and we’ll see how we can help you. Our rewards were made to order, so we don’t have a ton of extras - but we can try our best to help! Keep in mind, the money we raised has gone to all the rad stuff we promised like making new episodes and music and creating the rewards and shipping them to the Legion. For that reason, we may need to ask your help covering the cost of re-shipping rewards to you if we had an outdated address.
HOW DO I UPDATE MY REWARD SHIPPING ADDRESS?
For the majority of rewards, it may be too late to update your address - a lot of stuff has already shipped! You can see the schedule of shipping here. If you’ve moved and you would like any upcoming rewards sent to a new address, just make sure to change your address in CrowdOx. We won’t get your address change if all you do is update it in your Kickstarter profile.
All you gotta do is change your address in your survey. You can have it re-sent to you here. Then click “EDIT SHIPPING ADDRESS” at the bottom of the page next to the address we have on file.
WHAT IF THE SHIRT/RASHGUARD I GOT WAS TOO SMALL?
All of our rewards were made to order - which means we have a limited supply of overstock. If we can accommodate your request for another size, we will try to honor it. Keep in mind, the money we raised went to making new episodes and music and making and shipping the rewards - so we might have to ask you to chip in to help cover the cost of getting a replacement item to you.
If you’d like to ask about a replacement item, email us at kickstarter@theaquabats.com.
WHAT IF I WANT EXTRA REWARDS? CAN I GET ‘EM?
If you missed out the first time, or you’re hoping to grab extras of our super-limited edition stuff, we will be making overstock available once we’re sure everyone has gotten their rewards and we’ve had time to replace missing or lost items. Stay tuned! We’ll let folks know via a Kickstarter update and social media when extra items are available and how to make a last-chance purchase!
HOW DO I DOWNLOAD MY DIGITAL REWARDS AGAIN?
Did you lose the email with your download links? It came to you from bring-back-the-aquabats@support.crowdox.com. Try giving your email a search for anything from that email address.
Didn’t work? Email us at kickstarter@theaquabats.com and we’ll get your download links to you again.
Why am I being charged for shipping?
If you take a look at the original campaign page, you’ll notice that pledge levels with physical rewards say, “*SHIPPING NOT INCLUDED.” We couldn’t charge for shipping during the campaign, because there was no way to know how much it would cost to ship all of the items being ordered. Now that we have a better idea of what we’re shipping, our survey will take care of collecting shipping fees.
When will I get my rewards?
Different rewards will come at different times. Some of the digital rewards will come to you right away. Many of our physical rewards are scheduled to arrive to you in June. Our new music will come later in 2019. For a more detailed reward shipping schedule, click here.
I no longer have access to the email I used to back the campaign.
Please email us at kickstarter@theaquabats.com with your name, the email address you used to back the campaign, and the email address you would like us to use from now on.
WHY DOES SHIPPING COST THAT MUCH?
We hear you, homies -- but we spent almost two months checking and double-checking all of our options for shipping, and tried to make sure we only charged enough to be sure you'd get your rewards, and that we'd be able to track all packages in case something goes missing. Also, the shipping cost covers the costs for packaging, handling, and all sorts of other things that aren't usually involved when you drop 1-2 packages into the mail.
Can I just get the digital parts of my reward, and not have anything shipped to me?
We can totally make that happen! Just let us know at kickstarter@theaquabats.com, and we'll assist you ASAP!
Do CD and VINYL ALBUMS include digital downloads?
You know they do! If you upgrade one of your album rewards to get a limited edition CD or VINYL version – or grab CDs and VINYL as Add-On Rewards – you'll also get a free digital download of the album to go with it!
I have a question that’s not answered here.
We can help you if you email kickstarter@theaquabats.com. Just keep in mind that we’ll be getting a lot of requests from The Legion over the next few weeks and will be doing our best to answer everyone as soon as we can! Always include your name and the email address you used to back the campaign in your request.