WHAT IF MY REWARDS HAVEN’T ARRIVED YET?
As of September 24, 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.
Remember: the following rewards are being sent in separate shipments over the next month, and will not be included with your main pledge rewards:
Aquacadet Member Perks & T-Shirts
Aquabats Uniforms & Powerbelts
Aquabats VANS® Sneakers
Also, the last few rewards will take more time to complete:
New AQUABATS ALBUM #1 (coming Fall 2019)
The SUPER SHOW BOX SET (coming Summer 2020)
New AQUABATS ALBUM #2 (coming Fall 2020)
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 email@example.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 firstname.lastname@example.org.
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 email@example.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 firstname.lastname@example.org.
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 email@example.com. Try giving your email a search for anything from that email address.
Didn’t work? Email us at firstname.lastname@example.org and we’ll get your download links to you again.
I haven’t received a survey email yet!
If you haven’t received an email with your survey link by Wednesday, March 13, AND you’ve checked your spam folder for an email from email@example.com, then you can request it again by visiting this link.
If you’re not having any luck with all of the above, email us at firstname.lastname@example.org. Please be patient if we don’t get back to you right away!
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 email@example.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.
I got my survey and it seems wrong. Can you help me fix it?
Sure! But do us a favor first and check your email for your pledge confirmation email. It will be from firstname.lastname@example.org and the subject line will be “You just backed Bring Back THE AQUABATS!” That email will have your pledge level and a description of your reward. If that information doesn’t match what’s in your survey, forward your confirmation email to us at email@example.com.
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 firstname.lastname@example.org, and we'll assist you ASAP!
A reward doesn’t come in my size!
With some rewards – like the custom AQUABATS VANS or the Official Rashguards – we can only offer the sizes that the manufacturer is able to make for us. We wish we could accommodate all size requests! If one of your rewards isn't available in a size that will work for you, please contact us at email@example.com to work out an alternative!
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!
WHY ARE THE VANS NOT SHIPPING UNTIL FALL 2019?
The order has been placed with VANS, but due to the special process of making completely custom shoes for The Aquabats, it'll take longer than we originally expected. Don’t worry - we expect to get them to you no later than October, so you’ll have them in time to rock them with your fancy fall looks.
WHY ARE THE UNIFORMS NOT SHIPPING UNTIL FALL 2019?
We’ve been working hard on improving the quality of the uniforms available to our fans - especially the power belts.
As a result, it’s taking a lot of back and forth with a new manufacturer to get the details just right. Plus, we’ve also been working on a few new upgrades and special surprises! We’ve almost locked the upgraded belt design, and we’ll share that soon… but getting everything just right took a little longer than expected!
Since we always planned (and budgeted) to send all uniform rewards at the same time, we have to get the belt finished before we send out the other individual pieces too, like helmets and masks. But the good news is, we’re on track to deliver them this fall, and we’ll do our best to make sure you have them in time for Halloween. And, hopefully, some of our upcoming shows!
I have a question that’s not answered here.
We can help you if you email firstname.lastname@example.org. 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.