When will Revol and Snooz be available in larger sizes?
Our goal is launch the medium and large sizes by the end of 2018, once we have the funds to do so. We already have working prototypes in these sizes!
Last updated: April 25, 2018 09:30
What if I have a dog that weighs more than 30lbs?
Even though your dog is probably too big for the versions of Revol and Snooz that are currently available, hang tight! We will be launching Revol and Snooz in larger sizes later this year. If you would like to be the first to know when the larger sizes launch, please pledge something to our current campaign to be added to our database.
Last updated: April 25, 2018 09:31
Why do I need both Revol and Snooz?
Snooz turns a firm, easy-to-clean tray into a luxurious sleeping surface. Snooz is definitely for you if your dog spends extended periods of time in a crate, has any discomfort laying on hard surfaces, or you just like spoiling him or her!
Last updated: April 25, 2018 09:31
When will I receive my stuff?
We plan to ship all rewards by September. That means about backers (who fill out their fulfillment surveys correctly and on time) should get their new products before the end of the summer.
Please understand that this is our goal - we will do everything we can to make it happen, but it is not a guarantee. We always build our schedules with ample wiggle room, but unforeseen delays can still occur. For example, if a machine breaks or a shipment is lost, our manufacturing and/or shipping schedule may be impacted in certain areas.
We often get asked if we can expedite the shipping of rewards to individual backers in special circumstances. Unfortunately, we cannot do that. However, know that after our funding period ends, our #1 priority will be getting our backers’ rewards fulfilled as quickly as possible.
Last updated: April 25, 2018 09:31
Will Revol and Snooz come in other colors?
Eventually, yes, but for now - no. Snooz is only available in grey and blue and Revol in grey. We are sticking to fewer colors to start, because colors add a lot of stress to our supply chain and inventory management. We chose the the current colors to satisfy a broad range of customer tastes while keeping our overhead as low as possible.
Last updated: April 25, 2018 09:34
Can Snooz be used on its own as a dog bed?
Yes! Snooz is a super comfortable and high-quality pet mattress that can be used with or without the Revol crate.
Last updated: April 25, 2018 09:35
What carrier will you use for shipping?
DOMESTIC: We will ship all domestic packages out of our US warehouse using a ground service provider (USPS priority, FedEx or UPS depending on destination and shipment size).
INTERNATIONAL (non-USA): We will ship all international packages out of our US warehouse using international small parcel shipping (DHL, UPS, etc.) depending on destination and order size. Please note the following regarding international shipments:
There may have be applicable duties/taxes, please check with your customs office for specific details. Some countries may hold your shipment in customs for an unspecified amount of time while they carry out inspections. Most orders should have tracking information (e.g., BOL for DHL orders), but this depends on the particular post service and is not guaranteed. We cannot alter the value that will be declared as the total value of the items contained in the shipment, including rewards items.
Last updated: April 25, 2018 09:32
Can I pick up my reward from the Diggs office or a local warehouse?
Our shipping system is highly automated and designed to get large quantities of stuff to people quickly and accurately, and it unfortunately does not allow for direct pick-up.
Last updated: April 25, 2018 09:32
What is the shipping cost?
Our shipping rates differ based on the product that you select and the destination country. Shipping rates are based on our average negotiated rates to ship to each product to each region.
Last updated: April 25, 2018 09:33
Warranty. Got one?
Yes. The Diggs Revol crate comes with a limited lifetime warranty. That means if any part becomes defective or dysfunctional over time due to normal use , we will repair or replace it free of charge. The full details of both warranties will be included with your Revol crate when you receive it.
Last updated: April 25, 2018 09:34
Can I return any items for a refund?
No. While all of our products are guaranteed for life, we do not offer refunds or returns on items received as Kickstarter rewards or pre-order discounts.
The support we get from our Kickstarter backers is what enables us to run and grow our business, gather customer feedback, design new products, and improve existing ones. In the Kickstarter community, the items that you receive after making a pledge are referred to as “rewards” because they are not purchases in the traditional sense. They are gifts - in our case, pet products - that we send to our supporters as tokens of appreciation for their support of our business.
Last updated: April 25, 2018 09:35
Does the opening of the large side door negatively affect the dog in the crate (e.g., hit the dog when being opened)?
In short - nope. In our testing, raising the large side door with a dog inside the crate (that is of appropriate size for the crate, of course) is not a problem. In some cases, if the dog is quite large relative to the size of the crate (e.g., a dog that is tall or long for his/her weight), the door might slightly touch the dog or force her to move positions to let the door pass. But generally this is not an issue and even in that latter case, no dog seemed to mind.
That said, our recommendation is that the large side door be used mainly for permanent or semi-permanent opening of the crate. In other words, although you certainly can open and close the large side door regularly and/or use it as the main entrance, our advice is to use the front door instead for regular opening and closing of the crate. For example, you could leave the large side door up for long periods of time when the dog reaches a level of maturity where the crate is mainly a home or place of refuge that he/she can go in/out as he/she pleases, rather than being used as a containment system.
Last updated: April 25, 2018 09:36
Is Revol TSA-approved for airline / flight use?
Revol is not TSA certified to be used on-board flights. For that purpose, you need specific plastic carriers (not pet crates). Travel carriers are large, ugly, non-functional boxes that are meant only for travel. They are not meant to be your pet’s everyday home within a home and as a way to train a puppy, as Revol is designed to be. Revol can, however, be used on other means of transportation like trains.
Last updated: April 25, 2018 09:36
What 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.