FAQ: THE PERKS

GENERAL QUESTIONS

I haven't gotten any emails about my perks. What's going on?

If you haven’t gotten any communication from us about your perks in the last couple of months, there are two possible explanations.

  1. It's getting trapped in your spam folder.

    First, check for any emails from...
        - supertroopers2@support.crowdox.com
        - supertroopers2@brokenlizard.com
     
  2. We have the wrong email address for you.

    We may have the wrong email address for you. Unless you’ve told us to change it, we’ve been sending emails to the email address you used when you backed the Indiegogo campaign in 2015. It's also possible that you made a typo when you originally entered your email address -- we've seen it happen a few times.

If you’ve checked your spam and don’t see anything from us, and/or you don’t have access to your original email address, contact us.

I want to change to a different T-SHIRT SIZE. What do I do?

Okay, so maybe you're not the same size you were when you filled out your survey a few years ago, or your t-shirt showed up and doesn't fit quite like you expected. It happens!

As much as we'd like to, we're afraid we can’t offer free exchanges on t-shirt sizes -- that's because we’ve spent your pledge to make the movie and the perks that we already sent. But we also don’t want you to be stuck with a useless shirt you won't wear, so we’ve come up with a process for requesting a new one.

If we’re able to print more shirts, we’ll give you an option to get a replacement at a lower price than the original -- about $15 + shipping, or a little more for over-sized shirts.

If you want to get in on a final shirt order, we’ve created a waitlist. All you have to do is add your name, email and new size and we’ll contact you when and if we’re able to print more shirts and offer replacements.

CLICK HERE to add your name to the waitlist.

Can I get MORE PERKS?

We've gotten a lot of requests for add-ons in the last month as Trooper Fever has set in, so we're working on figuring something out. We think you'll have one last chance to order some of the perks, in case you want multiples of something, or have decided to snag something that you missed out on the first time.

We will not be able to offer ALL of our original perks during this time.

After that, it’s done. You’ll have to wait for Super Troopers 3 merch. So when we do open the extras store again, don’t wait and miss out something you wanted!

I have EXTRA MONEY in CrowdOx.

WHY?  
In a few cases, we were able to reduce the original estimated shipping costs, so you may have a little bit of credit left over. Or, if you attempted to upgrade to a more expensive perk and didn't pay the full difference, we may have refunded the extra amount you paid and sent you the original (un-upgraded) perk you pledged for.

WHAT DO I DO WITH IT?
After the movie comes out, we'll be following up with everyone who still has credit, and will offer you a last chance to grab some of the perks we're still able to make and deliver. You'll get them later this year.

CrowdOx says I still OWE MONEY.

WHY?
If you're an international backer, it might be because you never paid the shipping fees for your pledge, so we didn't have the money to send your perks out to you. Or, you selected to upgrade to a more expensive perk, but didn't provide payment for the additional fee, so we need you to pay the difference before we can make and ship the perk out to you.
 

SOUNDS WRONG?
If you think there's been a mistake, we apologize! Just send us an email and let us know what's going on. We'll do our best to fix it ASAP.

QUESTIONS ABOUT SHIPPING

WHEN will I get my perks?

We’re happy to say that our perk shipping is underway! Most perks are on schedule to be delivered on time, around when Super Troopers 2 hits theaters.

If you’re in the UNITED STATES, your perks have been shipped and should arrive by 4/20, or not long after.
If you’re in CANADA, your perks have been shipped and should arrive before the end of April.
If you live ANYWHERE ELSE, your perks have been shipped, but will take longer to reach you -- we're hoping mid-May.

PLEASE NOTE: Some perks will not be sent out until later this summer.
Because of the timing with getting the movie into theaters, and for the purpose of not spoiling the movie, some of the perks won’t be shipped until a little later in the summer. Here are the things that will come at a later date:

  • POSTERS
  • CALENDARS
  • ST2 SCRIPTS
  • DVDs + BLU-RAYs
  • DIGITAL DOWNLOADS

Wondering about a specific perk? Check our updated shipping calendar.

HOW WILL I KNOW when my perks ship?

That one's easy. We’ll send you a heads up that your perks ship via an email from supertroopers2@brokenlizard.com. 

HOW CAN I TRACK my perks once they ship?

When you get your shipping notification email from supertroopers2@brokenlizard.com, it will include a tracking number for your package.

If your order shipped via DHL, you can track it here.
If your order shipped via USPS, you can track it here.

SOMETHING WENT WRONG

I didn’t get ALL THE STUFF I ordered. What happened?

There are a few scenarios that could explain that.

OPTION 1: IT HASN'T SHIPPED YET.
Not EVERYTHING has been shipped yet, so be sure to check the shipping calendar.  Here are the items that will still be shipping later this summer.

  • POSTERS
  • CALENDARS
  • ST2 SCRIPTS
  • DVDs + BLU-RAYs
  • DIGITAL DOWNLOADS

OPTION 2: YOU OPTED OUT.
You may have declined certain perks in your CrowdOx order form and not remembered doing it. It happens. Some of this stuff seems cooler now that the movie's coming out.

OPTION 3: YOU OWED MORE FOR UPGRADES OR SHIPPING.
It’s possible that you added an extra item, or upgraded to a hoodie or oversize shirt, but forgot to pay the difference for the additional pledge and shipping fees when you filled out your survey. If you had an outstanding balance, we weren't able to ship your perks yet -- but we'll do our best to get them out ASAP as soon as you've settled up!

OPTION 4: THERE WAS A GLITCH IN THE MATRIX.
If you’re SURE that you should have gotten something you didn’t, email us and we’ll do our best to figure it out ASAP. There are like 50,000 of you, and we're not a store. We're just some dudes mailing out a lot of cool stuff because we wanted to make a movie, and you wanted to help. But if there was a mistake, we'll fix it!

I got DIFFERENT STUFF than I ordered? What happened?

A couple of things could have happened that would have caused you to to get different items than you were expecting:

OPTION 1: YOU FORGOT WHAT YOU ORDERED
You might have selected different perks from your original pledge in your CrowdOx survey and not remembered doing it.

OPTION 2: YOU OWED MORE FOR UPGRADES OR SHIPPING.
You might have also selected something additional, or tried to upgrade to an enhanced perk (like purchasing a hoodie or an oversized t-shirt) and then not paid the additional pledge or shipping fees we needed to make or send the items to you.

OPTION 3: WE MESSED UP AND WE NEED TO FIX IT.
If you’re SURE there has been a mistake, email us and we’ll try to make it right.

What should I do if my perks got sent to an OLD ADDRESS?

Man, we hate to hear that. That's why we tried our best to contact everyone for almost two months before we shipped out perks. We reminded everyone to check their addresses in multiple Indiegogo updates, posted on social media, and even sent everyone unique confirmation emails with their shipping address from CrowdOx.

If your address is wrong and your perks have been shipped, you should:

  • Contact DHL and/or USPS with your tracking number, and ask if they can change the destination to your new address.
  • Make sure your old address is forwarding to your new address. This may solve the problem without you doing anything extra.

If the package was received and kept at the old address, there isn’t much we can do at this point. If it happens to be returned to sender, our warehouse will notify us that it came back undelivered.

We will try our best to make replacement perks available, or to even re-send them to your current address. But since we spent the money we raised on making the movie and making and sending out the perks, we’d need you to cover the cost of the perks and the shipping to get them to you. We wish we could afford to cover it all for you, but we can’t. We already spent your pledge making the movie, which is why we sent so many advance messages to double-check your address.

If you DID ask us to change your address in the past, and have written proof that our support team got your request, and it still went to an old address, it might be a system error. If that happened, we'll figure out how to get you a replacement at no cost.

My perks got DAMAGED in the shipping process. Can you replace them?

Please send us an email with pictures of the damage, and we’ll reach out to you with a solution.

My perks NEVER SHOWED UP, even though they shipped. Can you replace them?

Most likely, you’ll need to have your tracking number in hand and take this up with the shipping company. We’re can’t control much once a package has been transferred to the carrier.

If the tracking says your package was NOT delivered, contact the shipping company to inquire about it or file a complaint.

If the tracking says your package WAS delivered, you should contact the shipping company to file a complaint.

FANDANGO & CINEPLEX TICKETS

How do I redeem my MOVIE TICKET perk?

USA BACKERS
You should have received an email with a unique digital Fandango Movie Code for each MOVIE TICKET PERK you purchased. While most of you get one ticket, some of you added extra tickets as Add-On Rewards in CrowdOx.

Each Fandango code can be redeemed for up to $13 off the cost of a single ticket to Super Troopers 2, and can be used between 4/19 and 5/20, or when the movie leaves theaters – whichever comes first.

If you can, please book your tickets for opening weekend. The success of a movie is measured by its opening weekend box office numbers. If you do, you’ll also be helping us get one step closer to making Super Troopers 3 and/or Potfest.

Just follow these steps:

  • Visit www.fandango.com/promo/supertroopers2 or use the Fandango app to select a screening between April 19 and May 20, 2018.
  • Select your date, theater, time, and ticket quantity for Super Troopers 2.
  • Sign in or create your free Fandango VIP account (or you can enter your email address for guest checkout).
  • Click “Promo Code,” enter your code(s) and click “Apply”. 
  • Complete your purchase and decide how you want to pick up your ticket(s).

CANADA BACKERS
A week before the movie comes out, you'll receive an email with a unique digital Cineplex Movie Code for each MOVIE TICKET PERK you purchased. While most of you get one ticket, some of you added extra tickets as Add-On Rewards in CrowdOx.

Each Cineplex code can be redeemed for up to $13 CAD off the cost of a single ticket to Super Troopers 2, and can be used between 4/19 and 5/20, or when the movie leaves theaters – whichever comes first.

If you can, please book your tickets for opening weekend. The success of a movie is measured by its opening weekend box office numbers. If you do, you’ll also be helping us get one step closer to making Super Troopers 3 and/or Potfest.

I NEVER RECEIVED my movie ticket code. How can I get it?

Before you do anything else, check your spam folder for an email from

USA BACKERS
All codes have now been distributed, unless you didn't specify in CrowdOx that you need a ticket for the United States. Check your spam folder for an email from supertroopers2@support.crowdox.com, and if you're sure you didn't get anything – or didn't get all of the codes you paid for – then contact our support team.

CANADA BACKERS
Your ticket codes will be sent a week before 4/20. Hang tight.

OTHER BACKERS
Details on how to claim your ticket to Super Troopers 2 will be emailed to you before the movie comes out in your country. And yes, we've got a plan for those of you whose countries aren't going to put the movie in theaters, even though we wish they would. Hang tight.

What if Fandango or Cineplex don't work at my local theater?

We hope this hasn't happened to you, but we know it will for some people -- and it's definitely a bummer. We chose Fandango because it was the best way to distribute tens of thousands of movie tickets to backers all over the United States, and Cineplex because it had the most reach for getting tickets to our Canadian backers.

But, if Fandango and Cineplex don't offer tickets to a theater near you, we suggest selling (or gifting) your code to a friend who can get to a Fandango theater, and using that money to see Super Troopers 2 at your local theater.

If that's totally unrealistic for you, get in touch with our support team and let us know at supertroopers2@brokenlizard.com.

DIGITAL DOWNLOADS

I don't want ST2 on Movies Anywhere. What about iTunes? (USA)

We totally understand: we weren't using Movies Anywhere either. But here's the thing: you're not choosing between Movies Anywhere and the other platforms… you're getting all of them. 

Once you redeem your copy of Super Troopers 2 on Movies Anywhere, you can link your MoviesAnywhere account to all of the major services (including ITunes, Amazon Prime, Google Play and Vudu), and then the movie will appear on ALL of those services, and can be accessed just like any other movie. 

So, take a deep breath -- you can TOTALLY redeem your movie and watch it on iTunes!

I thought I pledged for a download of the movie, but I only see streaming. How do I download it?

We know there's been a lot of confusion about this, but the good news -- especially for backers in the United States -- is that you do have options to download the movie for offline viewing. 

In the USA, we suggest using MoviesAnywhere (see the answer above), which will then let you access the movie through iTunes, Amazon Prime, Google Play and/or VUDU -- and on those platforms, you can download it for offline viewing, just like any other movie you've purchased.

In Canada, downloads are a little more restricted, based on Google Play's rules, but you should still be able to download the movie to mobile devices and tablets for offline viewing.

I don't want it through these services. I want a DRM-free file I can use anywhere.

We hear you, and we understand if you're frustrated, but think this through: no major studio offers that option, including FOX, so there's no way we'd ever be able to.

Way back during the Indiegogo campaign, our FAQ explained that we'd try to make the download available on the commercial platform of your choice, but couldn't guarantee anything -- and for backers in the United States, FOX's partnership with MoviesAnywhere has allowed us to offer it on pretty much all major platforms where you can purchase digital movies, giving you the same choice you'd have if you had waited to buy your copy today.

I don't want to sign up for a new service like Movies Anywhere? Can't I just have an iTunes code?

Friends, we wish we had the option of giving direct codes to each backer, based on their preferred platform, but it's just not doable -- most of the services don't offer the option for us to purchase direct download codes, and by working with MoviesAnywhere, we're able to give it to you on all platforms, in case you change your mind later. We get it if you're super concerned about privacy and don't want to join another service, but there's only so much we can do -- and all you need to offer to sign up for MoviesAnywhere is an email address, so if you're really worried, you can always make a new free email account and use that.

Where is my download? I didn't get a code or an email!

If you were expecting to get a digital download, and didn't receive the email yet. there are a few possible explanations:

  1. IT MIGHT BE IN YOUR SPAM FOLDER. Be sure to check your junk mail to see if you got anything from super-troopers-2@support.crowdox.com. This is where a lot of backers found their email code waiting for them.
     
  2. YOU LIVE OUTSIDE THE USA AND CANADA. If you're not in the United States or Canada, codes haven't been distributed yet. We'll be in touch with instructions when the movie is released on digital platforms in your country.
     

  3. YOUR PERKS DIDN'T INCLUDE THE DIGITAL DOWNLOAD. We know it's been a long time since you made your pledge in 2015, and a handful of people have realized they just forgot what their pledge perks included. If you're expecting a digital download, be sure to double-check your survey responses in CrowdOx, and make sure that a digital download is included on the list of perks you're supposed to receive.

If none of those options solve your problem, then you should get in touch, by emailing supertroopers2@brokenlizard.com. In order for us to help you faster, please include a receipt showing that you did pledge for a digital download of the movie.

I don't live in the USA or Canada! What about me?

No worries, friend -- we know it's hard to wait, but international codes haven't been distributed yet. We'll be in touch with instructions when the movie is released on digital platforms in your country -- because until that happens, your code wouldn't do anything anyway. Hang tight.

Why couldn't we have the digital downloads on 4/20?

Totally fair question, but the truth is, we never had the option to deliver the digital download before it was released on home video to the public. We did our best to mention that, over and over, during the campaign. (Plus, if digital copies of the movie did come out now, that would kill our box office numbers on opening weekend, and that means we'd lose our best hope to make Super Troopers 3 and/or Potfest.)

So, if you are getting the download, and you want us to be able to keep making movies that you don't need to pledge to help us make, we have a big favor to ask: please consider going out and seeing it in a theater during opening weekend. (If you really want, we can also trade your digital download for a Fandango or Cineplex movie ticket -- just email us.)