Kickstarter itself isn't a store and doesn't process refunds — as the project creator, refund decisions on our campaigns are ours to make. If your pledge is still part of a live campaign, the fastest option is to cancel it yourself through "Manage your pledge" (see our article on canceling a pledge). Once collection has started, self-service cancellation isn't possible, but you can still reach out to us at contact@tortugabackpacks.com to ask about a refund. If funds have already gone toward producing or shipping your reward, a full refund may not be possible — we'll work with you on the best resolution we can offer.
If we do issue a refund, it goes back to the card used for the original pledge and can take up to 30 days to post. If it's been longer than that, check with your bank first, then reach back out if you still can't find it. The same applies to Late Pledges, though those can't be self-canceled through Kickstarter — you'd need to contact us either way.