First, check the estimated delivery date and see if there’s a project update. If the delivery is delayed and you haven’t received any information, contact the project creators via Startnext. In most cases, the issue will be resolved quickly.
1) Check delivery date & details
You can find the estimated delivery date and shipping information here:
- in your confirmation email
- in your profile under "Supported Projects"
- on the project page
2) Unfortunately, delays are sometimes to be expected
Crowdfunding is not a traditional online store. Projects often involve a “learning by doing” process, and delays can occur (e.g., production, shipping, supply chain issues, illness, new requirements, etc.).
Project creators should communicate updates and provide transparent information in the event of delays. The legal basis for this is also the Startnext Terms of Use for Project Creators, specifically Section 13 (“Obligation to Provide Project Updates and Clarification in the Event of Failure to Deliver Rewards”).
3) Contact the participants
If your delivery is delayed and you haven't been notified, please contact the project creators directly. Tip: Briefly mention which reward you chose and whether your address has changed since you backed the project.
4) If you don't receive a response or the item isn't delivered at all
This rarely happens—but if the project creator doesn’t respond at all or is unable to deliver the rewards, you generally have rights under the backing agreement.
For more information on the enforceability of crowdfunding contracts, click here: http://sven-hoernich.de/alles-nur-spass-ueber-die-verbindlichkeit-sog-crowdfunding-vertraege/
Important
Startnext is the platform, but the project creators are responsible for processing and delivering the rewards. If you're having trouble, you can also contact Startnext Support.