Other Frequently Asked Questions

Orders

Kickstarter Backers

Pre-Orders

Shipping

Product

Invoices

Business Inquiry

Orders

Q: Did I back from Kickstarter or did I place a Pre-Order?

A: If you don’t remember if you’ve backed us on Kickstarter or ordered through our store as a pre-order, that’s not a problem! Here are some ways to tell: If you’ve gotten emails through Backerkit from us, you backed through Kickstarter. If you have a got an email from hello@particle.io with an order number that starts with 101 or 102, then you’re a Pre-Orderer. If you can’t find emails from either of them and really don’t know how you’re getting your electron, visit our support portal and let us know! We’ll help find your order.

Q: How do I know my order was received?

A: When you placed your order, an order confirmation email was sent to your email address. This sometimes takes a little while to send. Be sure to check your spam folder! If you entered the wrong email address or don’t see an order confirmation email after an hour, please contact us with your order number, email address, and shipping address so we can look up your order status.

Q: I want to change something in my order. Can I do that?

A: Unfortunately, once your order has been placed, we’re unable to change any part of the order.

If you’d like to return an order you just received, please see the section on returns below.

Q: How do I make a return?

A: Please refer to our Returns Policy for information on exchanges, returns, and refunds.

If you’re not satisfied with your Particle product, please let us know what could be improved!

Q: I didn’t receive what I ordered.

A: If you did not receive everything you ordered, please let us know your order number, the items you were expecting to receive in your order, and what you actually received so we can get you sorted!

Remember, Electron and Electron-related products ship in February 2016. ;)

Kickstarter Backers

Q: When will I get my Electron?

A: Shipping will begin on February 10th! Hooray! You will receive your tracking information via an email from hello @ particle.io so keep an eye out and make sure hello @ particle.io is one of your contacts . If you do not receive any shipping/tracking information by February 23rd, then visit our support portal and let us know. Sometimes things get delayed with shipping, so please be patient. If you do not receive your package by February 29th (Happy Leap Year!) then visit our support portal and let us know. We’ll be happy to help get you your package if we can, but until then, your package is most likely on its way to your loving arms.

Q: What reward did I choose?

A: If you don’t remember what you selected in Backerkit (the site we use to manage Kickstarter rewards), check your email! You should have received a confirmation email when you finished filling out the survey. You can also check Backerkit yourself by going here and logging in. If you can’t find that email or are not able to log in, then visit our support portal and let us know. Please include the email address that you used to back us so we can quickly pull up your order.

Q: Can I change my address?

A: Unfortunately it’s too late to change your address. We’ve already sent a list of all the orders to our warehouse to expedite the process of getting your electrons to you as soon as possible. If you realize that your order is going to your old address, make sure mail forwarding is set up with the postal service and it should be re-directed to you. This usually adds more time to the shipping, so please be patient and wait till February 29th to email us if you haven’t received your order.

Q: What comes in the kits I ordered?

A: You can find a list of the electron kits here which have a full list of all the components that come in each of the kits.

Q: Can I change or add to my order?

A: Unfortunately, it’s too late to change or add to what’s in your pledge. All rewards have been locked down and submitted to our warehouses. If you want to purchase different items, please visit our store. The Electron line of products will be available for immediate shipping starting March 8th.

Q: I can’t find my tracking information. Help!

A: If you’ve received emails from us in the past verifying your address and whatnot, then your email is correct, which is great! That means your order most likely hasn’t shipped out yet. If you do not receive any shipping/tracking information by February 23rd, then visit our support portal and let us know. If you do not receive your package by February 29th (Happy Leap Year!) then visit our support portal and let us know. We’ll be happy to help get you your package, but until then, your package is most likely on its way to your loving arms

Q: When will they be available for regular delivery, not pre-order?

A: We’re having a big release called Electron Day, which is March 8th. The Electron line of items will be available that day for purchase, not on pre-order! Woohoo!

Q: When will I get charged for my products?

A: Since you backed us on Kickstarter, you’ve already paid for your items! If you want to give us more money for more cool stuff, you can visit our store! The Electron line of products will be available for regular shipping starting March 8th.

Q: I never filled out my backerkit information.

A: If you never filled out the backerkit information, do not worry. After all the Kickstarter and Pre-Orders have been shipped out, we will go through and email everyone who hasn’t filled out their information and you’ll be able to select what items you’d like. You can expect this email sometime in late March 2016.

Q: Wasn’t I supposed to get free data?

A: Yes! If you backed the Electron on Kickstarter you should have received an email from us on Thursday, February 11 with a promo code for your free data. If you have not received that email, visit our support portal and let us know. We’ll get that resent to you ASAP!

Q: I have another question

A: If you have any other questions in regards to your Electron line of items not covered here, then please visit our support portal and select which option matches your questions the best. We’ll be more than happy to help you with whatever you need.

Pre-Orders

Q: When will I get my Electrons?

A: Shipping will begin on February 22nd. Woohoo! You’ll receive your tracking information from hello@particle.io when your package ships out. Sometimes things get delayed with shipping, so please be patient. If you do not receive any shipping/tracking information by March 7th, then visit our support portal and let us know. If you do not receive your package by March 15th, then visit our support portal and let us know. We’ll be happy to help get you your package, but until then, your package is most likely on its way to your loving arms.

Q: What did I order?

A: If you don’t remember what you selected when you placed the order, check your email! You should have received a confirmation email when you finished checking out or you could visit the order status page here and input your order number and email to check the status of your order. If you can’t find that email, then visit our support portal and let us know. Please include the email address and name that you used to back us so we can quickly pull up your order.

Q: Can I change my address?

A: Unfortunately it’s too late to change your address. We’ve already sent a list of all the orders to our warehouse to expedite the process of getting your Electrons to you as soon as possible. If you realize that your order is going to your old address, make sure mail forwarding is set up with the postal service and it should be re-directed to you. This usually adds more time to the shipping, so please be patient and wait till March 15th to email us if you haven’t received your order.

Q: What comes in the kits I ordered?

A: You can the components of the Electron kits here.

Q: Can I change or add to my order?

A: Unfortunately, it’s too late to change anything on your order. We’ve already sent a list of all the orders to our warehouse to expedite the process of getting your Electrons to you as soon as possible. If you want to purchase different items, please visit our store. The Electron line of products will be available for immediate shipping starting March 8th.

Q: I can’t find my tracking information. Help!

A: If you’ve received emails from us in the past verifying your address and whatnot, then your email is correct, which is great! That means you haven’t gotten your tracking details so your order hasn’t shipped out yet. If you do not receive any shipping/tracking information by March 7th, then visit our support portal and let us know. If you do not receive your package by March 15th then visit our support portal and let us know. We’ll be happy to help get you your package, but until then, your package is most likely on its way to your loving arms.

Q: When will they be available for regular delivery, not pre-order?

A: We’re having a big release called the Electron Day, which is March 8th. The Electron line of items will be available that day for purchase, not on pre-order! Woohoo!

Q: When will I get charged for my products?

A: If you just ordered from the Electron line of products (no Photons or shields) prior to February 16 then your your order was charged on February 17 to prepare to ship them out on February 22nd. If your payment failed you should have received an email alerting you to the issue. We will charge your order again every day for 3 days before cancelling it. If you've received this note and have trouble updating payment details please visit support portal and let us know ASAP so we can help get that fixed for you. Please note: If your PayPal information has changed, we are unable to switch PayPal accounts for payment, you’ll have to add funds or a new card to the account you used to place the order as they don’t allow us to change accounts. So please check with PayPal first if you’re experiencing issues.

If you ordered other items that have been shipped out to you, then your order has already been charged. If you want to give us more money for more cool stuff, you can visit our store! The Electron line of products will be available for regular shipping starting March 8th. If you’re unsure if your order has been charged or not, visit the order status page here and input your order number and email to check the status of your order. It will either say fulfilled (for already charged) or unfulfilled (for not charged).

Q: I have another question

A: If you have any other questions in regards to your Electron line of items not covered here, then please visit our support portal and select which option matches your questions the best. We’ll be more than happy to help you with whatever you need.

Shipping

Q: When will I receive my order?

A: When your order ships, we will send you a shipping confirmation email. If you choose a shipping method that supports tracking, the shipping confirmation email will include your tracking number. You can visit the shipping provider’s website to track your package.

USPS - United States Postal Service

UPS - United Parcel Service

For additional information on your order, grab you tracking number from the confirmation email and go here:

Check My Order

If it’s been over 3 business days, and you have received your purchase confirmation email but not your shipping confirmation email, let us know your order number and email address so we can help track it down!

Note, Electron and Electron-related items ship in January 2016. ;)

You can find more information on Particle’s shipping policies, look here.

Q: My tracking number doesn’t work.

A: Make sure you are checking the correct shipping provider’s website:

You can view the status of your order and its shipping status here:

Check My Order

If you still can’t track your package, let us know your order number and email address so we can help!

Q: Can I enter a non-standard shipping address?

A: Our address system can accept all numbers, spaces, and Latin based characters (Latin-1 format), even if they have accents. For example, ä å ö are acceptable.

APO and FPO boxes are standard and not restricted.

Q: How are shipping prices calculated?

A: Shipping costs are calculated by the shipping providers based on the size and weight of your package, as well as where your package is being sent and what level of service you request. Not all shipping methods and providers are available in all areas. When you check out with your shipping address, you will see what shipping methods are available in your location and the corresponding prices.

Q: My order is stuck in customs

A: Please contact us with your order number, email address and any information you have received about your package so we can help!

Please remember that you are responsible for any VAT, customs charges, or other duties as required by your country when importing consumer goods. For information on duties and taxes for your shipment, you can use this Duty-Tax Calculator.

You can find more information on Particle’s shipping policies here.

Q: Where is my Electron?

A: The Electron and Electron-related items are scheduled to ship in January 2016. You can find more information and updates about the Electron here.

Product

Q: How is the Electron different from the Photon?

A: The Electron is a cellular connected board where the Photon is a Wi-Fi connected board.

Q: How does Billing and Data work for the Electron?

A: Please refer to our Billing Guide > and Data Guide >.

Q: Where do I buy this thing called 'spark core'?

A: The Spark Core is no longer being produced. The Photon is the direct successor to the Spark Core and most Spark Core code works on the Photon. You can find out all the difference between the Photon and the Core here.

Invoices

Q: How can I get an invoice for my order?

A: We are happy to provide you with an invoice. Please contact us with your order number and email address used to place the order so we can email you an invoice.

Q: How can I update information on my invoice?

A: If you need to change any information on your invoice, contact us. Let us know the order number, the email address used to place the order, and what you’d like to be changed so we can get you a new invoice.

Business Inquiry

Q: How do I become a distributor for Particle products?

A: Thanks for your interest in distributing Particle products! We would love to know more about your company. Please answer the below questions and email them to Distribution @ particle dot io:

  1. What is your company name?
  2. What regions do you cover?
  3. What is your annual revenue in USD?
  4. What Particle products are you interested in carrying?

Q: I’d like to write about you! (Press Inquiries)

A: We’d be happy to talk with you! Please email press @ particle dot io

Q: I’d like to partner with Particle, how do I do that?

A: We’d be happy to talk with you about how we may work together. Please email partnerships @ particle dot io with information about your company and how you’d like to work together!

Q: Will you sponsor my event?

A: We do sponsor some events, usually with in kind donations of product. Please email us at sponsorships @ particle dot io with information about your event!

Q: I’m an educator or student, do you offer education discounts?

A: Yes! Please e-mail us (from your .edu email address) at edu @ particle dot io with your tax exempt certificate.