In your support details, you can view your contribution and—depending on the timing—cancel it, change your payment method or shipping address, and download an invoice from Startnext for your voluntary contribution. If the funding period has already ended or you haven’t received your thank-you gift, please contact the project creators directly.
Where can I find my support details?
If you have a Startnext profile, go to "Supported Projects" in your profile and select the relevant project.
If you backed the project without a Startnext profile, you can view your backing details by clicking the link in your confirmation email.
What can I manage in my support details?
In your support details, depending on the project's status, you can:
- Cancel your support,
- Change your payment method if you've made a donation via direct debit or credit card,
- change your shipping address during the financing period,
- Download the invoice for your voluntary contribution to Startnext. It will be available no later than 21 days after the end of the funding phase.
Once the funding phase has ended, you may no longer be able to change certain details on your own because the project founders have already begun processing the funds.
Can I still change my shipping address after receiving support?
Yes, during the funding phase and up until the funds are disbursed, you can change the shipping address yourself in your backer details. After that, please contact the project creators directly.
- 1Go to "Supported Projects" in your profile.
- 2Select the appropriate support option.
- 3Open the support details and update the shipping address.
If you don't have a Startnext profile, use the link in your confirmation email.
What can I do if my thank-you gift hasn't arrived yet?
First, check the estimated delivery date and the latest project updates. If the delivery date has passed and you can't find any information, contact the project creators via Startnext.
You can find the delivery date or shipping information here:
- in your confirmation email,
- in your profile under "Supported Projects,"
- in your donation details,
- on the project page and in the project updates.
Why might a thank-you be delayed?
Crowdfunding is not a traditional online store. Many products and services are only created once funding has been secured. Delays can arise, for example, due to production, supply chains, illness, new legal requirements, or unexpected developments.
Starter:s should provide transparent information in the event of delays and publish regular project updates. Section 13 of the Terms of Use for Starter:s outlines the obligation to provide project updates and to explain when rewards cannot be delivered as agreed.
How do I contact the project creators about my thank-you gift?
Contact the project creators directly through Startnext. You'll find their contact information in the support details. Be sure to include:
- which thank-you gift you chose,
- the originally announced delivery date,
- whether your shipping address has changed since you received support,
- Your specific question about the status or shipping.
In most cases, the situation can be resolved by sending a direct message.
What can I do if the starters don't respond or don't deliver?
If you do not receive a response or the thank-you gift cannot be delivered, you may generally have claims under the agreement with the project creators. Startnext is the platform; the respective project creators are responsible for processing, delivery, and fulfillment.
- 1Keep a record of your messages and the details of the thank-you gift.
- 2Please ask the participants again for a specific answer and a realistic timeline.
- 3Check project updates for information about delays or problems.
- 4If you're having trouble, please also contact Startnext Support.
What further steps are possible depends on the type of thank-you gift and the specific circumstances of each case.