Update on BackerKit Survey Timeline

Update on December 04, 2025

Based on our experience with the first two batches of Survey releases, we have made the following updates:

1. We have moved the Survey release earlier and will lock orders in stages to allow backers more time to resolve any potential errors that may occur during the Survey locking process.
2. We plan to ship the Late Pledge batch originally scheduled from the China warehouse in January ahead of schedule in December. We will first deliver the Special Offer – December reward tier batch before shipping the Late Pledge batch. For Late Pledge backers who complete the Survey on time, the latest expected local delivery date is March 15, 2026. The detailed shipping schedule will be provided at the end of December.

Here is the survey schedule for your reference.

⚠️ Notes:

1) We will collect addresses from backers via the BackerKit Survey. The emails will be sent from no-reply@s.backerkit.com.

2) If you backed the U1 using an Apple ID hidden email, you will not be able to receive the survey via that email address. We recommend contacting our customer service team at info@snapmaker.com to update your email address.

3) Backers who were randomly selected for the Smoke Test will not receive another Survey. Please make sure your previous Survey was completed. We will lock orders and charge cards based on your reward tier.

4) For the October batch, Korean backers should enter their address in English.

For the November, December, and January batches, Korean backers should enter their address in Korean.

Japanese backers must enter their address in Japanese for all batches.

Mainland China backers must enter their address in Chinese for all batches.

Backers from all other regions should enter their addresses in English for all batches.

Survey Related

Didn't Get My Survey / Can't Find Survey

If you haven’t received your survey, try the following steps:

Verify your email: Make sure the email linked to your Kickstarter account is correct. Old emails or logging in via Facebook may cause mismatches.

Whitelist BackerKit emails: Add no-reply@s.backerkit.com to your address book and avoid marking BackerKit emails as spam.

Check spam/junk folders: Look for subject lines like:

Response Needed — Get your reward for [Snapmaker U1]

Reminder — Response needed to deliver your reward for [Snapmaker U1]

Confirm your pledge: Ensure you have backed the project. If you did, take a screenshot showing your pledge details and Backer ID / Pledge Number. Include this screenshot and your Kickstarter username in an email to support@backerkit.com so the BackerKit team can help you locate your survey link

If you accidentally deleted the email containing your BackerKit survey, you can recover your survey by going to the survey recovery page. Enter the name of the project(Snapmaker U1) and then the email address you used to pledge on Kickstarter.

Note: If you used an Apple ID with a hidden email address, the survey may not have reached you. To ensure you receive it, please email Snapmaker customer support at info@snapmaker.com with your Backer number and the email address linked to your Apple ID. Our team will update your survey email to your real address so you can receive the survey properly.

How do I fill out my survey?

To fill out your BackerKit survey, click the blue “Click here to respond” link in the email you received from Snapmaker. You don't need an account with BackerKit to fill out your survey.

Step 1: Start your survey- To begin, select your country and click “Get Started!”.

Step 2: Read the “Before You Fill Out the Survey” guide before completing your BackerKit Survey.

Step 3: Verify your pledge tier and order details.

Step 4: Purchase additional add-on items (optional) - Add any desired add-ons to your order.

Step 5: Enter your shipping address - Addresses must be in English (max 35 characters for street details) for all regions except Mainland China, where addresses must be in Chinese.

Step 6: Confirm your information - Review your order and make any changes, or go back and purchase additional add-on items. When you're ready, submit your payment information for any additional purchases and click Confirm.

Pro Tip: You can return to your survey to make changes until your project creator locks the survey responses so they can begin producing your items. For more information, see I can’t edit my survey.

How do I update my BackerKit email address?

There are two ways to verify your identity to update your email address:

Option #1: Click here to contact the Backerkit team from the email address that your pledge is currently under, and provide the new email you'd like your pledge updated to. If you no longer have access to the email your pledge is currently under, Click here to contact the Backerkit team from your new email address, provide the old email address that you'd like replace, and also provide a screenshot of your reward summary (including your backer number for the project) so they can verify your proof of pledge.

Option #2: Email our customer service team at info@snapmaker.com with your backer number and pledge screenshot, and our customer service team will assist you in updating it.

Here's how you can find your reward summary on Kickstarter:

1. Log in to Kickstarter 
2. Click on your profile photo at the top right (with the green dot)
3. Under Backed Projects, click on your project
4. Click View pledge 
5. Take a screenshot of the reward summary page, which includes your backer number.
6. Attach the screenshot to your message to request the email address update.

Payment Related

Why is payment declining and how to fix it?

Step 1: Check with your bank

The most common reason for a declined card is that your bank blocked the transaction.

Recent suspicious activity or card issues may also cause declines. Call your bank to confirm your card is active.

Step 2: Understand common Stripe decline codes

• do_not_honor – Contact your card issuer.
• incorrect_number – Re-enter the correct card number.
• incorrect_cvc – Re-enter the correct CVC.
• processing_error – Try again later.
• transaction_not_allowed – Contact your card issuer.

Step 3: Troubleshoot browser or device issues

• Use Chrome (BackerKit works best).
• Switch devices (mobile → PC).
• Clear cache and cookies.
• Turn off auto-fill for payments.
• Use an incognito/private window.
• Disable ad-blockers.
• Try a different card.

Step 4: Updating payment from a “Payment Declined” email

If you received an email from BackerKit asking you to update your payment, but the link take you to the Share page instead, click 'Edit Your Order' in the upper right hand corner. This will take you to the Review Page of your survey, so you can update your payment details.

Step 5: Still having issues?

If you believe the issue with processing your payment is related to BackerKit, contact the BackerKit Support team and they’ll help you finalize your payment.

My card declined - can I pay later?

If you'd like to use a different card, you can update your payment info from your survey, and your card will be automatically be processed. If you want to use the same card at a later time, you can send the BackerKit Support team a message once you're ready to make the payment, and we'll reattempt the charge.

You can ignore payment reminders you get in the meantime, as these are automatic and can't be turned off.

Are add-ons purchased during the survey eligible for free shipping, and what about taxes?

Free Shipping: All add-ons purchased during the BackerKit survey are eligible for free shipping.

Taxes and VAT:

• The add-on price does not include taxes or VAT by default.
• If your shipping address is in the European Union, United States, Canada, United Kingdom, Australia, Japan, or Korea, Snapmaker will ship from a local warehouse in your region and cover any additional tax costs, so you won’t pay extra taxes/VAT.
• For backers in Iceland, Liechtenstein, Norway, Serbia, or Switzerland, orders ship from our Germany warehouse. You are responsible for any applicable taxes or customs duties according to local regulations.

• For backers outside these regions, orders ship directly from China, and you are responsible for all applicable taxes or customs duties. Tax rates vary by country.

   

What happens if I have leftover funds after completing my BackerKit survey? Will the extra money be refunded to my bank account?

No, any leftover funds will not be automatically refunded to your bank account. If you would like a refund of the remaining balance, please contact our customer service team at info@snapmaker.com.

Shipment Related

How do I update my shipping address?

To update your shipping information, click on your BackerKit survey confirmation link that was sent to your email. If you need this link to resent, please go to the survey recovery page here.

If your address is open, you can see and click 'Edit Shipping Info' to update your shipping details. To update the country or state, please contact the BackerKit support team for assistance. Since project creators charge different shipping rates depending on the country/state, only our admin team can update this information. Pro-tip: Some backers can get their country and state to change by updating their Zip Code!

If your address is locked, please contact the BackerKit support team for assistance with your new shipping details or email Snapmaker at info@snapmaker.com with your new address for the fastest resolution!

Note:

1. If you notice that the address did not update within a survey:

• Before the survey is locked: please contact the BackerKit support team with the following shipping address template filled out to ensure your address is updated correctly:

Full Name of Recipient:

Address Line 1 / Address Line 2 / City / State(Province) / Zip Code / Country / Phone Number (For shipping purposes):

• After the survey is locked: If your survey is locked and you need to change your shipping address before your order ships, you can contact Snapmaker at info@snapmaker.com to update it.

2. To contact the BackerKit support team — in your survey, click 'Need help?' on the top right corner, and then select 'Contact Us' from the left sidebar to contact them for assistance.

When are my rewards shipping?

For the detailed shipment schedule, please refer to Snapmaker U1 | When will the rewards ship?

Pledge Related

How to switch into another pledge level?

We offer the $849 Late Pledge (January) reward tier for backers to switch. You can change your pledge at the beginning of your survey or anytime while completing it(At the top left of your survey, you’ll see your current pledge level with a hyperlink showing your reward price—clicking this link will take you to where you can switch your pledge level).

Note: You can only switch pledge levels one time.

Why isn’t the Care Plan showing in my order details?

The Care Plan was not offered as an add-on during the survey, so it won’t appear in your BackerKit order details.

• If you already purchased the Care Plan, it will be reflected in your Kickstarter order as a successful payment.
• If you haven’t purchased it yet, you can still buy it from our official Snapmaker store.

Note: Learn More about Snapmaker U1 Care Plan