Frequently Asked Questions

Click on a topic to view frequently asked questions about that topic.

General Questions

How do I contact customer service?

You may contact our customer service department using our online form or e-mail us at info@crystalforge.com.

How do I recover a forgotten password?

Enter your email address on the password request page and we'll email you a link which you can use to change your password. If you remember your password after making the request, you can safely ignore the email and the link will expire in 24 hours.

How do I unsubscribe from your email lists?

You can update your email notification settings in the Email Preferences section of your Account page.

Please note: You cannot opt out of transactional emails, such as order confirmations and shipment notices.

How do I become a writer for Crystal Forge Games?

If you would like to become an author for Crystal Forge Games, please review our Submission Guidelines for information on how to properly make a submission request.

How do I become an artist for Crystal Forge Games?

Please review our Submission Guidelines for instructions on what to include and how to submit your portfolio.

Can you send me a copy of a particular illustration?

We do not send out high resolution images of our artwork.

Subscriptions

How do subscriptions work?

Registering on crystalforge.com is free, however we also offer several tiers of paid subscriptions. Each tier offers a set of benefits for subscribers beyond the free content on our website. When you sign up for a subscription, you will instantly gain access to the benefits of that tier for the duration of your subscription (1 month, 6months, or 12 months). If you choose to enable automatic renewal, your subscription will be renewed at the end of your subscription period.

You must have a valid credit card and a valid e-mail address to subscribe.

What advantages are there to subscribing?

Subscribers gain access to ad-free content, subscriber-only content, enhanced functionality for gaming tools, and store discounts. You can review all of the benefits of each tier and purchase a subscription on our Subscriptions page.

How often do you charge for subscriptions?

When you select a subscription tier you also select a subscription duration (1-month, 6-months, or 12-months). The subscription price is charged at the beginning of the subscription period. If you select automatic renewal, we will attempt to charge your card on file when your current subscription expires. If successful, your subscription will automatically be renewed at the same level, for the selected duration.

Why can't I access subscriber content or features?

Please check Your Account page to ensure that your subscription has not expired. If you just purchased a subscription, it may be that the charge for your subscription has not yet cleared. Please allow up to 15 minutes for your charge to be completed and refresh the site. Another possibility is that you are viewing a cached version of the site. You can try to clearing your browser's cache to see if that corrects the issue. If you still cannot access subscriber features, please submit a Support Ticket.

With a new subscription, do I get access to older content?

Yes! As long as you are an active subscriber, you will get access to all subscriber content and features, regardless of when they were released.

How do I change my credit card for renewing my subscription?

You can view your subscription status, update your credit card information, and enable or disable automatic renewal on Your Account page.

Can I subscribe for just one month?

Yes, simply uncheck the box for automatic renewal when you purchase a subscription and select 1 month as the duration. Your subscription will automatically expire after one month and your card will not be charged again. If you change your mind during that time, you can always enable automatic renewal on Your Account page.

How do I cancel a subscription?

To cancel a subscription simply turn off auto renewal on Your Account page and your subscription will expire at the end of the current plan duration. See Terms & Conditions: Fees and Payments for more information on changing or cancelling subscriptions.

Products & Ordering

What is the Kor'Danath Campaign Setting?

The Kor'Danath Campaign Setting is a classic, high-fantasy campaign setting with a rich and detailed world allowing adventures in multiple genres and styles. The setting is created to be story-driven rather than rule specific to be easily used with any current or future game system.

What are Kor'Danath Campaign Setting products?

Kor'Danath Campaign Setting sourcebooks and game accessories add additional details to the Kor'Danath campaign setting—the setting in which our supplements and adventure modules take place. Kor'Danath Campaign Setting products don't have a regular release schedule or a fixed format—they can vary from single page supplements to 100+ page sourcebooks.

Do you have wishlists?

Not at this time, but we expect to add wishlist functionality in the future.

What are "Backordered" products?

Backordered items are out-of-stock items that are temporarily unavailable from our supplier but have not been discontinued. We generally don't know when backorder items will be made available and may be out-of-stock for a few days or for many months.

What are "Custom Item" products?

Custom items are products that are unfinished or have multiple configuration or personalization options and are not created until an order is placed. Orders containing custom items can take up to two weeks to complete and ship (or longer during high load times such as holidays). If you place an order with in-stock and custom items, we will generally ship all items together once the custom item is complete.

What are "Discontinued" products?

"Discontinued" means that the product will not be restocked and once any remaining quantities are sold, the product will no longer be available.

What are "Preorder" products?

Preorder items have been announced, but are not yet available for delivery. Generally this is an item that we have in active development with an expected release date. Preorder items often have a special, discounted price that is only offered during the preorder period.

If you place an order for a preorder item, your card will be charged immediately and the item will be shipped as soon as it is released. If you wish to cancel a preorder, you may contact customer service and we will cancel the order and refund your card.

In the rare circumstance where a preorder product gets cancelled, we will cancel your order and let you know. If the final product differs substantially from the initial product description, we will let you know so you may cancel or change your preorder.

Does CFG offer products through retail gaming stores?

We generally do not offer products through local retail gaming stores as we do not currently work with a distributor. If you would like your local store to carry our products, however, please have them reach out to us.

Do I need to register to place an order?

No, you do not need to register with crystalforge.com to place an order. However, registration allows you to view your previous orders, easily track your shipments, and get future digital product updates. Registration is free and you do not need a paid subscription to register. If you have questions or concerns regarding account creation or order placement, please contact customer service.

How do I view my order history?

Registered users can view previous orders by going to the Account page and selecting on “Order History” in the sidebardropdown menu.

How do I cancel an order?

To cancel an order, please contact customer service as soon as possible at info@crystalforge.com. We will do our best to cancel an order, but we may not be able to stop or make changes to an order once the order has been submitted.

How do I return or exchange an item?

If your order has already been fulfilled, please review our return policy which also includes a form for making a return or exchange request.

What does "Order Processing" mean?

As soon as your order is placed, its status is set to "Processing" until payment is complete at which point the status changes to "Accepted." Once an order is accepted, we will begin assembling the order if it contains physical products. Digital downloads will be immediately available once an order is "Accepted".

Can I make changes to a submitted order?

That depends on what you want to change and how far along in processing the order is. Please contact customer service with the changes you want to make, and we will do our best to implement them. The sooner you contact us the better, as we may have already started building or shipping your order. Once you have submitted an order, we can't guarantee we will be able to make changes before it ships. Please make sure you review and verify your order information before you submit it.

Payments & Billing

What forms of payment can I use to order online?

We accept Visa, Mastercard, American Express, and Discover Card.

Can I pay with a check or money order?

We do not accept checks or money orders.

Can I use PayPal?

Not directly, but PayPal does offer a PayPal debit card that functions as a MasterCard and draws from your PayPal account.

Can I change my payment method after submitting an order?

Orders are charged as soon as they are submitted and cannot be changed. If you need to change the payment method we will need to cancel/refund the order and resubmit it. Please contact customer service if you need to cancel and resubmit your order.

I've been charged twice for my order!
Why is there a hold on my credit card?
I saw a charge on my account, but now it's gone. What happened?

When you initiate a payment during checkout, our payment processing agent requests an authorization from your bank. An authorization is a non-monetary transaction that confirms with your bank that the card is valid and has sufficient funds. Your bank may put a temporary hold on the order amount until the charge is confirmed or cancelled. If you check your balance via online banking, this authorization may show up as a "pending transaction".

Authorizations are temporary and will remain open for a period of time defined by your bank's policies. For debit cards, authorizations usually expire in 1–5 days, while credit cards may keep an authorization open for up to 30 days. The duration is entirely up to your bank and we do not have any control over it.

If your card is declined due to insufficient funds, you should check your balance with your bank and contact customer service before attempting to resubmit the order. It is probable that your bank will decline the transaction as a duplicate, yet place additional authorization holds on your account.

Shipping

Do you ship internationally?

Crystal Forge Games is located in the United States and does not ship internationally at this time. Please see our shipping policy for more information on international shipping.

Can you ship to APO/FPO/AP addresses?

Yes! Please review your address carefully as you submit your order. Occasionally the service we use that automatically helps us format addresses can update it incorrectly. If you have any issues getting the address submitted correctly, please contact customer service and we will be happy to help.

Can I track my shipment?

Yes, when an order ships you will be sent a confirmation email with the tracking information. If you did not receive or missed the notification and are a registered user you can review the order in your order history. Non-registered users can look up their order using their email address and order number.

How much will shipping and handling cost?

Shipping and handling costs are calculated based on product dimensions and may vary significantly based on the weight, size, destination, and method of the shipment. You can view the shipping costs for the various methods we offer by adding items to your shopping cart and entering your zip code or address. You can continue to add or remove items from your shopping cart prior to completing checkout.

What shipping methods do you use?

Available shipping methods vary based on the contents of your order and its destination. During checkout, we will display all available options for that particular order. The following shipping methods may be offered for US addresses:

USPS First-Class™
USPS Priority Mail™
USPS Priority Express™

Can I change my shipping address after submitting an order?

Please contact customer service if you need to change your address on a submitted order. As long as the order has not already shipped, we will update the address for you. Registered users can also go to their account page and select "Addresses" to manage or modify an address. It is better to contact customer service, however, to ensure your order is shipped properly.

Can multiple orders be shipped in the same package?

If you are placing an order and you currently have an open order waiting to ship to the same address, you may be given the option to combine the shipments during checkout. If you wish to combine shipments on multiple open orders, please contact customer service and we will do our best to combine them.

Multiple orders going to the same address that are ready to ship at the same time may automatically be combined in the same shipment even if you did not specifically choose to combine them. If you wish to avoid the possibility of multiple orders being combined into one shipment, we recommend waiting until the first order has shipped before placing another order.

Why did my order split into multiple packages?

Occasionally our order processing system will determine that shipping costs are lower if an order is split into multiple packages. This usually occurs because the combined size and/or weight of the items in an order exceed the limitations of a particular shipping method.

Why hasn't my order shipped yet?

While we do our best to meet to our shipping estimates, sometimes unexpected delays can occur. You can always contact customer service to inquire directly about your order. Please note that all of our estimated shipping and manufacturing times are in business days, which does not include weekends or US Post Office holidays.

My order says shipped but has not arrived yet, what can I do?

The time listed for transit is an estimated window from the postal service. These estimates are given in business days and are estimates only. If your package has not shown up within the estimated window, we would suggest giving it a bit more time to work its way through any delays. Packages are shipping from the North-Eastern united States and weather or other delays in one part of the country may affect shipping times for many destinations, especially if a transit hub is affected.

Shipments rarely get lost and usually show up at their destination or are returned back to us. In the meantime, you may want to check with your local post office to see if they are holding the package. You can also look up your order and check to make sure that the package has been shipped, and has been shipped to the correct address.

Gaming Tools

What game system do the online gaming tools use?

Crystal Forge Games tries to be system agnostic whenever possible. That means that we try to make tools and content that will work with any game system. When we must support a system, our defaults are the D20 system using the 3.5 OGL rules or D&D 5E.

How do I use x tool?

On the tool page, click the "Help" link at the bottom of the tool interface. This will have instructions specific to each tool.

Do you have plans to make an app for mobile devices?

We may create specific apps for devices in the future, however you can use our current tools as if they were an app. If you visit the online gaming tools page you will be prompted to "Add Gaming Tools to Home Screen". This will put an icon on your devices homescreen and allow you to open the site in a windowless view. You can also visit the App landing page to access the app view. You will still need an internet connection to use the tools and we recommend using a wifi connection.

Private Messages

What are private messages?

Private messages are direct messages between two individual crystalforge.com members and are never publicly visible on the site. There is no guarantee that the recipient will see or reply to a private message, and messages cannot be edited once they have been sent. Messages may be formatted using our MarkDown implementation.

Where are my private messages?

Your private messages are on the "Private Messages" tab on Your Account page and can also be accessed by clicking the envelope icon next to your name at the top of the page. If you have unread messages the icon will be highlighted and the number of new messages will be displayed next to it.

How do I send someone a private message?

If a user has private messages enabled, you can click on the message icon () on their "Gamer Card". Alternatively, you can visit a user's public profile page and click "Send Private Message." If you do not see either of these links, that person has turned off private messaging or blocked messages from you.

How do I turn on/off private messages?

You can turn private messages on or off using the checkbox labeled "Allow members to send me private messages on Crystal Forge Games" on your Public Profile page and clicking the "Update Profile" button. If you turn off provate messages, you will not be able to send or receive private messages or use the player directory.

Can I block someone from sending me private messages?

You can block the sender of any private message you receive by clicking "Block User" on that message. Blocking a user prevents them from being able to send you new messages. Any existing messages to or from that person will remain in your inbox or sent messages until you delete those messages. You can unblock people on the "Blocked Users" tab of your private messages page.

Should I use private messaging to contact CFG staff?

If you have a question or comment for a specific staff member, you can contact them via private message—though there is no guarantee they will see or respond to the message. If you have a support issue please submit a Support Ticket to guarantee the issue will be seen by a staff member. Likewise, if you have a general question for Crystal Forge Games, please contact Customer Service.

Should I use private messaging for customer service questions?

If you have a question or issue for customer service, please use our contact form to contact Customer Service or email info@crystalforge.com. If you have a support issue please submit a Support Ticket.

Someone is harassing me via private messaging. What do I do?

If you no longer want to receive private messages from someone, you can block them by clicking "Block User" on that message. You can also report an abusive message by clicking "Report Message" on the message. Reporting a message will send an alert to our staff to review the message content.

Can I delete my private messages?

Yes. Deleted messages will appear in the "deleted" tab on your private messages page. Clicking the "restore" link next to a message will move it back to your inbox or sent messages. If you click "empty trash" and confirm this action, your messages will be permanently removed from your private messages. If you delete a message you sent to someone else, that message will be deleted from your sent messages but will remain in their inbox. You cannot see if a recipient has deleted a message that you sent.

Can I have incoming messages forwarded to my email?

You can enable notification emails for private messages in the "Communication Settings" of Your Account page. This will send private messages you receive to your email address as you receive them.

Will CFG staff read my private messages?

Your private messages are considered private, however messages may be reviewed by CFG staff or disclosed to appropriate law enforcement agencies if required to do so by law, or in the good faith belief that such action is necessary to investigate abuse or ensure personal safety.

Forums & Discussions

What are the forum rules?

Please see our Community Guidelines for forum and discussion rules.

Who owns my comments?

While Crystal Forge Games, LLC does not pre-screen forum content, we do reserve the right to edit or remove submitted messages or material at any time. Crystal Forge Games, LLC is not responsible for the content of messages submitted by users of the site. Users posting messages to the site automatically grant Crystal Forge Games, LLC the royalty-free, perpetual, irrevocable, nonexclusive right and license to use, reproduce, modify, adapt, publish, translate, sublicense, copy and distribute such messages throughout the world in any media.

How do I format my forum posts?

Forum posts can be formatted using our implementation of MarkDown.

How do I change my profile name?

You can change your profile name on your Public Profile page.

How do I change my avatar?

You can upload a new avatar by visiting Your Account page and clicking on the avatar image.

Why can't I edit my post?

If you are unable to edit your post, the thread may have been locked. Once a thread is locked by forum moderators, no changes can be made to any posts in the thread.

Why can't I include a signature with my posts?

We try to keep the appearance of our messageboards as clean and streamlined as possible. Signatures that get repeated over and over on a page detract from the main conversation, and we'd prefer that you not manually insert them into your messages.

How do I get a title after my name, like "Adventurer"?

Titles such as "NPC", "Hero", "Adventurer", and "Guild" are given automatically to active subscribers. Titles such as "Author" and "Artist" are granted to contributors of our products while "Moderator", "Staff", "Founder", and others are used for CFG Employees. Other titles may occasionally appear for users with certain achievements (such as x number of forum posts), but are not guaranteed.

Please do not include such titles in your profile name, as they will be removed and your account may be locked.

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