What are Guaranteed Delivery Perks?
Guaranteed Delivery Perks are a way for entrepreneurs to offer specific perks that are ready for delivery, or close to delivery (“Guaranteed Delivery Perk”), to backers on Indiegogo. Guaranteed Delivery Perks are marked with a Guaranteed Delivery badge on a campaign. Backers can claim Guaranteed Delivery Perks with confidence because those perks have a Guaranteed Delivery Date. Campaigns participating in the program have a Guaranteed Delivery badge on the campaign page and on the Guaranteed Delivery Perk. Please note that not all perks on a campaign will qualify for Guaranteed Delivery, only those perks specifically marked as a Guaranteed Delivery Perk.
How do I know a campaign is offering a Guaranteed Delivery Perk?
If a campaign is offering a Guaranteed Delivery Perk, you will see a Guaranteed Delivery badge on the campaign page above their campaign story. Only those perks with a "Guaranteed Delivery" badge are eligible for the Guaranteed Delivery Perk program.
How do I know if I claimed a Guaranteed Delivery Perk?
You can see whether you claimed a Guaranteed Delivery Perk by checking your Contribution Details page and contribution confirmation email. You’ll see the words “Guaranteed Delivery” and a date below the information about your selected perk if that perk qualifies for Guaranteed Delivery.
What if I haven't received my Guaranteed Delivery Perk by the campaign's Guaranteed Delivery Date?
We try to ensure each campaign delivers their Guaranteed Delivery Perk by the Guaranteed Delivery Date. However, if you don't receive your Guaranteed Delivery Perk by the Guaranteed Delivery Date, please reach out to Indiegogo the day after your Guaranteed Delivery Date to file a claim at guarantee@indiegogo.com. Please note that to be eligible for a refund under the Guaranteed Delivery Perk program, (1) you should not have received the Guaranteed Delivery Perk and (2) the claims must be filed within 6 months of the Guaranteed Delivery Date. We validate delivery through the tracking information provided by third-party carriers. The tracking information provided by the carrier is final.
If the tracking information indicates that you didn’t receive your Guaranteed Delivery Perk, we'll issue you a refund - easy as that. Keep in mind it may take up to 14 days for refunds to be processed. Claims are not valid if the Guaranteed Delivery Perk has already been delivered to you, even if it was delivered after the Guaranteed Delivery Date. Our standard Refund Policy also applies.
How do refunds work?
For crowdfunding campaigns, you can refund your contribution at any time before the campaign deadline on your Contribution Details page. Once the campaign ends, please contact the campaign owner to request a refund (during this timeframe, refunds are dependent on the campaign owner’s refund policy and you are not guaranteed a refund). If the Guaranteed Delivery Date is missed and you haven’t received your product, please write to guarantee@indiegogo.com to request a refund.
For InDemand campaigns, you can refund your contribution within 10 days of backing the campaign from your Contribution Details page. After 10 days, please contact the campaign owner to request a refund (during this timeframe, refunds are dependent on the campaign owner’s refund policy and you are not guaranteed a refund). If the Guaranteed Delivery Date is missed and you haven’t received your product, please write to guarantee@indiegogo.com to request a refund.
For more details about refunds, please see this article.
What if I've received the Guaranteed Delivery Perk, but received it outside the window?
Once your item has valid tracking information that indicates the Guaranteed Delivery Perk has been delivered, you’re no longer eligible to file a claim (even if it's outside the stated window). Claims need to be filed before the item has been delivered to you. If your Guaranteed Delivery Perk has already been delivered, please contact the campaign owner for a refund and/or return.
If you filed a claim before receiving your Guaranteed Delivery Perk, you can retract your claim by contacting us at guarantee@indiegogo.com. Our entrepreneurs are often new businesses and people just like you who run into unexpected delays. Allowing them to keep the contribution if you receive your Guaranteed Delivery Perk helps them bring their business to life!
What if I have problems with my Guaranteed Delivery Perk?
Our Guaranteed Delivery Perk policy only applies to Guaranteed Delivery Perks that have not been delivered on or before the Guaranteed Delivery Date. If your Guaranteed Delivery Perk is damaged or unsatisfactory, please contact the campaign owner directly to provide feedback. We are unable to provide a refund in these situations.
Are there other cases where this policy does not apply?
Yes. A refund will not be issued if the tracking information shows that the Guaranteed Delivery Perk was delivered. This policy also does not cover damaged or faulty items, customs issues, or weather delays, Any circumstances out of a campaigner's control, such as severe weather, natural disaster, national emergency, labor strike, or governmental act.