What is your return policy?
As a company we have decided to replace any units that have defects within the 2 year warranty period, but Caia will not be fully refundable after she ships (though you may request a refund at any time before).
Last updated: September 04, 2017 09:16
What is BackerKit? Why am I being asked to complete a survey?
BackerKit is the platform we are using to organize the shipping of Caia. In the survey, you can confirm your shipping address, purchase add-on’s for Caia and pay for shipping.
Last updated: September 04, 2017 09:14
My survey doesn’t reflect my order.
If you redeemed a perk on Indiegogo within the last two weeks, it won’t yet show in the survey. If it’s been more than two weeks, or another purchase isn’t showing, just get in touch using the Contact Us button at the end of this FAQ.
Last updated: September 04, 2017 09:15
I purchased a Universal Mount (or Security Lock) but it’s not showing in my survey.
You should find that your Universal Mount (or Security Lock) shows up in the Balance section on the right hand side of the Add-On page. If not, please contact BackerKit using the button at the end of this FAQ.
Last updated: September 04, 2017 09:15
I purchased Lucy, why does my survey mention Caia?
It turned out that there is another illumination product out there with a very similar name to Lucy, so we decided that it was time to rename her. Caia is the Roman goddess of lighting the home which we felt would also be a good fit with our Italian founders and focus on Italian design. Since the name change we have also made some improvements to the design, so all our backers will receive the improved Caia 2.0 design.
Last updated: September 04, 2017 09:15
I’ve completed my survey but I still have additional credit.
As we have reduced shipping costs since our Indiegogo campaign, some of you may find you have additional credit after shipping for your region has been applied. This can be used towards add-ons such as a Universal Mount or perhaps an additional Caia unit but if you’ve finished your survey, you can email us at [email protected] and we’ll get those extra funds sent back to you via Paypal.
Last updated: September 04, 2017 09:16
How much does shipping cost?
As you complete the Backer Survey, your shipping cost will be calculated based on the items you have ordered. Every country has a baseline cost for shipping one Caia that includes all relevant taxes and every additional Caia unit or Universal Mount is a set price. If you have questions about your specific region, please contact us using the button at the end of this FAQ.
Last updated: September 04, 2017 09:17
How are you shipping in the US?
UPS in the USA
Last updated: September 06, 2017 09:22
How will I know the universal mount will work where I place it?
The new Universal Mount design works for railings, poles, and walls. If you’d like the Solenica team to judge better using photos, please email them at [email protected].
Last updated: September 06, 2017 08:32
Has Caia been tested in many environments?
As many people will place her outside the home, making Caia 2.0 weather resistant was one of the first areas our product design team focused on - she will work quite happily outside in a range of weather conditions including wind, rain and snow. In fact, she should perform even better than the original design as there was the risk of condensation building up within the clear plastic casing.
In testing, the electronics board, the most sensitive part of Caia, has been rated for temperatures of -40 to +185 Fahrenheit (-40 to +85 Celsius) and she is also built to withstand 9 Beauforts so it wouldn’t be easy for the average wind to tip her over!
Last updated: September 07, 2017 02:13
Why is there a special VAT option for backers from EU? Can I be sure that the taxes and duties have been paid already and my order won't get hold on local tax/duty office?
There shouldn’t be a problem with VAT being double charged, the only difference is we pay the government instead of you (which should hopefully make delivery faster). In the event of an error where they ask you to pay at pick up, which we don’t anticipate, we will, of course, issue you a refund for the VAT & Duties value.
Solenica is registered in the US so it’s not a delivery between two EU countries. Instead we’re required to pay VAT and Duties as we import into the EU which is why we are charging this only to our European customers at this time.
Last updated: September 08, 2017 14:02
How are the EU fees calculated?
Our EU fees have been calculated as an average in this way:
We are charging 21% VAT and 6% Duty on all purchases imported into the EU. Although some rates may vary slightly from country to country, we are charging a standard fee as this is the most user friendly way to compile the survey. Since it is easier for backers for us to handle VAT ahead of their receipt of Caia, we’ve decided to proceed by having them pay us VAT so we can forward it on to the appropriate bodies and make their delivery process as smooth as possible.
Last updated: September 11, 2017 14:02
Can I have my pledge be marked with low cost to avoid import fees?
In order to comply with regulations we’re legally required to declare the correct value of goods shipped into all countries, including Indonesia. This process is handled by our shipping partners, as they know the legal way to send goods to every country.
Last updated: September 11, 2017 14:09
What are the benefits of the security lock?
The security lock is a steel cable with a loop at one end and a lock at the other so you can secure her to a pedestal, post or other fixed object and keep her safe outside.
The lock is to help prevent theft rather than from use by other people. However, in the same way that you wouldn’t want any rogue children to play with your computer or satellite dish, Caia is an appliance and has computer parts and motors inside.
Last updated: September 14, 2017 10:56
Please refer to the latest shipping schedule on our Indiegogo page to find out when your Caia will ship.
Last Updated At: 09/04/17 | See Indiegogo UpdateWhat is BackerKit?
BackerKit is a service that crowdfunded project creators use to keep track of hundreds to tens of thousands of backers—from shipping details, pledge levels, preferences and quantities, whether they have paid or had their card declined, special notes, and everything in between!
The BackerKit software and support team is independent from the campaign’s project team—BackerKit does not handle the actual reward shipping. For more information about the preparation or delivery status of your rewards, please check the project's updates page.
How does BackerKit work?
After the campaign ends, the project creator will send you an email with a unique link to your survey. You can check out a walkthrough of the process here.
I never received my invitation. How do I complete the survey?
The most common reasons for not receiving a survey email is that you may be checking an email inbox different from the email address you used to sign up with Kickstarter, Indiegogo or Tilt Pro account, or it may be caught in your spam filter.
Confirm that the email address you are searching matches the email address tied to your Kickstarter, Indiegogo, or Tilt Pro account. If that doesn’t work, then try checking your spam, junk or promotions folders. You can also search for "backerkit” in your inbox.
To resend the survey to yourself, visit the project page and input the email address associated with your Kickstarter, Indiegogo or Tilt Pro account.
How do I update my shipping address?
BackerKit allows you to update your shipping address until the shipping addresses are locked by the project creator. To update your address, go back to your BackerKit survey by inputting your email here.
When will my order be shipped, charged or locked?
That is handled directly by the project creator. BackerKit functions independently of the project itself, so we do not have control of their physical shipping timeline. If you want to check on the project’s status, we recommend reading over the project's updates page.
I completed the survey, but haven't received my rewards yet. When will they arrive?
As BackerKit does not actually handle any rewards or shipping, the best way to stay updated on the shipping timeline would be to check out the project's updates page.