Hey everyone, I am a backer/developer trying to get information on still not receiving 5k+ HMD - backer number 35XX


Hey Pimax,

For the past month I have opened, and have had closed, 3 Kickstarter support tickets trying to find out what might be going on.

Here is our situation: I received an email in December that our HMD would be coming soon.

We are on the list as “shipped” as backer #35XX for an extremely long time now without any idea as to arrival.

I have tried to get a tracking number or some form of response with no luck other than closed tickets since Feb 2nd, one of which said to email "support@pimaxvr.com" which has been done a week ago on March 13th with no responses.

As I understand, everyone is having trouble contacting through email so I am now unsure of how to proceed but hope for luck here.

The quicker I can get an answer, the quicker we can start to plan for optimizing our game and ensuring we are Pimax-ready at launch, or figuring out an alternative. Plus I am just excited for it as I plan on living in Skyrim for quite awhile after we ship.

If anyone can assist or even help us understand if it might be normal to be a Kickstarter backer without an HMD in the USA - Our worry is it might be lost as we are now seeing Preorders arriving? Specifically Los Angeles, CA.

Anything would be great as we are in the dark. Loved the HMD when we tried it but eager to get it in-house so we can have some fun with it. Thanks in advance everyone.

@Dallas.Hao @mozi


Okay you have tagged the 2 pimax members tgat should be able to look into & get you fixed up

@Dallas.Hao please be sure to add him to developers group & earlybackers.


sorry for inconvenience! could you tell me your backer number so that I can check more effectively.


Welcome to join our developer&earlybackers group


Hi Mozi,

Really appreciate the quick response here- we are number 3553. Thank you for the help Mozi. :smile:


Thanks Dallas appreciate the help


Thanks to you too Helio, great to get some feedback :+1:


Is there a list of different groups somewhere ? As for the dev group, requirements ? Just wondering :slight_smile:


Hi Mozi,

Still waiting to hear something…

Really looking for a tracking number or explanation of what might be going on. We still are in the dark. Thanks.

@Dallas.Hao @mozi


Hey Dallas,

Haven’t received any responses from anyone yet and checking in again.

Are we able to get info somehow on where our HMD might be, tracking info by chance?

It is a little unsettling pre-orders are receiving their purchases and our kickstarter pledge is ignored for so long. Still have no info, no package, and no real response from anyone…

@Dallas.Hao @mozi


Hey trying you all again. Any idea what might be holding things up? Thanks.

@mozi @Dallas.Hao


Alright well I’m going to go over what we have dealt with since last month. Quite an experience.

So essentially its been months trying to get through the email/support ticket wall as mentioned before. We were supposed to get our headset likely in January or something from what we can tell. Maybe February.

So when we finally got a real human response the first time it was an email saying “it shipped”

Well as we were nearing 4 months or so, we finally got one response from Dallas with a non-working tracking number. The thing is, the tracking number was an EU company to start- we are in US.

I’m sure they are slammed but to be clear it is unfortunate mozi/Dallas went dark on us after this point. Even letting us know that they didn’t know would have helped us a lot. We attempted to communicate after this point with no success.

At some point someone forwarded us, because after continually pestering Pimax their business relations emailed us and thought we were trying to get HMDs for corporate use. They started off by saying they had limited stock and would be in the states at some point.

We responded that we do not need anything like that, and all we are looking for is the HMD we already paid for from the kickstarter. Just the one. And we send the insane amount of emails back and forth from all the past attempts to communicate. We are just VR devs needing to test our title before June, communicated this, then the business relations person went ghost.

Then, when we saw “All kickstarters shipped” message from Pimax we decided to contact NA support center.

This has actually gone very well at least in maintaining some form of communication. It has been refreshing to have a back and forth and we are touching base weekly now. I want to take a moment here to thank the people working there for not ignoring our situation. While we have not fully resolved things, they have been good keeping us in the loop as we try to sort it out.

If anyone else is dealing with this- NA support will at least get you on the radar again but it seems like it could be a long process even at this point. I will update if we have success. Good luck everyone.

@mozi @Dallas.Hao @DerekVVV