Dwarven Forge Support Team FAQ

Support & FAQ

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Support Articles

Support articles go into detail on how to use our products and their features. Not finding an article related to your issue? Check out our F.A.Q.s below.

We recommend our Core Sets. They offer the most useful pieces at an affordable price. Start with the biome (e.g. Dungeon, Cavern, City) that’s most common to your adventures. If you've never seen or tried Dwarven Forge in person, consider an affordable Sample Pack before you make a larger investment.

How big is each set? How much do I need?

The size and coverage differs for every set. Our Core Dungeon and Core Cavern sets, for example, cover about about a square foot of your table; mega sets and bundles will cover more. Consider how much you build at one time, the size of your table, and how fast your group explores. Most people accumulate their terrain collections gradually.

Most people buy painted sets. With very few exceptions, most of our painted pieces are painted by hand.

However, if you're a hobbyist or would or just want o have some fun, unpainted sets -- which are less costly -- allow you to paint your pieces exactly how you want. Our painting tutorials can help, even if you’re a beginner or would like to come close to matching our factory paint.

Build guides show how to rebuild the various encounters we’ve designed for crowdfunding campaigns and Build of the Month videos. 

Our Build menu also includes Builder's Masterclass for more difficult builds, and Fan Builds that our Dwarven Army of supporters have shared with us.

Our terrain is cast in Dwarvenite®, Dwarven Forge’s proprietary casting material. It has density for solid heft, captures extraordinary detail, and doesn’t chip or break. So no need to worry about dropping them, or throwing them in a bag for storage or travel.

If you have any questions concerning your recent pledge, please contact us at customerservice@dwarvenforge.com

Access more information about crowdfunding campaigns that are upcoming,current, or pending shipment:

Cities Untold: Lowtown on Kickstarter

Cites Untold: Lowtown Microsite

Cities Untold: Lowtown Pledge Manager

Wildlands Reforged on Gamefound

Where Heroes Dare Page

Visit our past crowdfunding pages here: Dwarven Forge on Kickstarter

Shopping

If you don’t have a sense of what your gift recipient wants, we suggest a Dwarven Forge Gift Card. They come in many gift amounts and they never expire.

If this is the recipient’s first set, please consider our Core Sets. They are designed to provide the most useful, basic pieces at an affordable price.

For more creative gift ideas, check out the Paint & Gifts section of our Shop menu which includes dice, tote bags, media and more

Finally, our Reliquaries Dice Thrones are beautiful, hand-painted dice displays for your home and your tabletop. The perfect accessory for any gamer or dice goblins.

You might have noticed that a lot of products show “out of stock”. This is because we have a very broad product line and it’s not possible for us to maintain a constant inventory of the majority of sets.

We do new product runs every few months to make as many items as we can available. If there’s a specific out-of-stock product you want, we have 3 suggestions:

  1. Open that product listing and sign up for a back-in-stock notification. If / when that product is restocked, we’ll email you. 
  2. Add that product to your wish list. That way, our website will remember it for you. Plus it will give you an easy way to add this item to your cart when it becomes available again. Be sure to check the Wishlists post below to see how to use them during Restock events.

Check our restock listings. You can find these in the RESTOCK link of our main menu. Links there will show all the sets coming in upcoming restocks. We’ll post exact dates one or two weeks in advance on the main site and across our social media pages. You can also Subscribe to our mailing list for restock updates.

The drop-down menu under the SHOP link of our site menu will show you our main biomes (dungeon, cavern, city, etc.), plus various other product types that we offer. Once you click to the product listings, we suggest using the filters along the left side of the page to narrow your search. 

Or, if you have a specific product or search term in mind, you can also use the Search function (magnifying glass icon) in the top right of our site header.

Clicking the “ADD TO MY WISHLIST” link on any product page will save that item to a personal wishlist for you. You can have multiple wishlists for different occasions. All items in a Wishlist can be added to your cart with one click – this is especially useful on Restock days. 

Creating or logging into a Store Account (the head and shoulders icon in the top right of our website header) will link the wishlists to your account and save it for later. Without an account, the wishlist will be lost when you close your browser. Once logged in, you can see all your wishlists by clicking the heart icon in the top right of our website header.

Click here for our Gift Cards. They are available in several fixed amounts and they never expire. Gift cards can be used for any purchase on our site – except for bundle products that include a gift card. Be sure to read the product page for full details on how they work.

Except for the lower prices we always offer backers during our crowd-funding campaigns, we don’t offer discounts, nor do we mark down our products. Most of our special Bundles do include a complimentary Dwarven Forge gift card.

While we know our product can get costly, our policy is to offer the best sustainable prices, to price our larger/mega sets more aggressively -- and to assure our customers that we don't do markdowns or discounts – so no one ever feels like someone else is getting a better deal than they are. We hope you understand.

Account

To register a new account, click here. All that is required is your name, email, and a password. Here, you can track your orders or keep a wishlist tied to your account once you’ve registered. To access your account later, just click the account icon located at the top right of our website header and use your email and password to log in.

Click on the account (head and shoulders) icon in the top right of our site header. On the Login page, click "Forgot Password?" Enter your Email and click "Submit" to reset your password.

Creating or logging into a Store Account (the head and shoulders icon in the top right of our site header) will link the wishlists to your account and save it for later. If you are already logged in, you can access your wishlist by clicking the heart icon at the top right of our website header.

Without an account, the wishlist will be lost when you close your browser. Once logged in, you can see all your wishlists by clicking the heart icon in the top right of our site header.

Orders

Contact us at Customer Support (using the form above or via email: CustomerSupport@DwarvenForge.com) if you discover a problem with your order after you receive it. 

If a replacement is required, we want to make sure we send you the correct part, so please be ready to send us the piece/set name and the corresponding product number; along with a description of the issue and any support photos (as needed), to illustrate the issue. You can find this information in our Piece/Set Database.

At the request of our warehouse, we usually cannot combine separately placed orders to ship together – especially if the orders are already "fulfilled" in the webstore (which means they have already been sent to the warehouse).

Orders shipping outside the US do not include duties and taxes. These will be collected at delivery by the courier.

The only exceptions are UK-bound orders under £135. We do collect and prepay VAT for these orders only.

We're sorry that we cannot alter or reduce the commercial value of our shipments for Customs, or accept international shipments that are returned returns due to unpaid import fees and taxes.

Yes, we do ship internationally. Please note the following:

- Shipping charges are auto-generated by the carriers based on the size/weight of your shipment and your delivery address. 

- Our webstore set prices do not include duties and taxes (e.g. VAT). Many countries tax both the product and the shipping cost.

- If you choose a shipping option that does not expressly say “duties and taxes included," you must pay taxes and duties to the carrier at delivery. Please note that we are unable to accept returns for packages with unpaid Customs charges.

We wish we could make shipping easier and less expensive for our international customers, but our product is inherently heavy which makes it costly to ship.

Our orders ship from Connecticut (we use a nearby, independent shipping facility). We email shipping notifications with tracking numbers once the shipment leaves the warehouse. 

If more than 5 business days have elapsed and you have not received shipping notification, please contact us. Shipping your order may take longer after very busy days, such as after a restock.

Also be aware, when your order shows as “fulfilled” on our webstore, we have only sent the order into the warehouse’s shipping system – your order may not have shipped.

For US Postal Service packages: We find tracking and shipping time less consistent with USPS – agents aren’t available to help us resolve these issues. Thankfully, nearly 100% of these issues resolve themselves and the packages are delivered with a little extra time. Of course, we will always ensure that you receive your order.

For other carriers' packages: Please notify our customer support and we will create a service ticket. After a ticket has been submitted, most packages that are delayed start moving after a day or two.

Please do not file a claim yourself. Contact us at Customer Support (using the form above or via email: CustomerSupport@DwarvenForge.com) as soon as you discover any shipping issue for an order you have made with us. We will work with you and our shippers to get it resolved as quickly as possible.

For shipments going to an incorrect address, contact us right away so we can (try) to stop it from arriving at the incorrect location. Be sure to check the address in both your Order Confirmation and Shipping Notification emails as soon as you receive them.

Product

Our terrain is cast in genuine Dwarvenite®, Dwarven Forge’s proprietary casting material. It has density for solid heft, captures extraordinary detail and doesn’t chip or break. So no need to worry about dropping them, or throwing them in a bag for storage or travel.

Most of our pieces include anchor magnets - small magnets embedded in the bottom of the piece which help them stick to our magnetic Terrain Trays and Battle Boards. This keeps pieces in place if the table is bumped, but it also allows you to "fly in" a pre-built room or encounter when the time is right during gameplay.

For mass storage, large wire shelf units with clear plastic bins (to see what's inside) sized to the width of the shelves are good. For example, bins like these Sterilite 14 liter bins will fit the width of most shelf units and can be double stacked. They hold quite a lot of pieces, but not so much that the bins are too heavy when full. 

​People also like the 12” x 12” Clear Scrapbooking Case available at Michael's​ for terrain trays. They're tall enough to put a pre-assembled build on the tray inside so you can transport it.

​Finally, the wide Alex Drawer units from Ikea are popular since they're the perfect height for DF storage. People like them by the game table for commonly used pieces or, again, for a pre-assembled build on a Terrain Tray to pull out and put on the table when it comes up.

​Those are just a few ideas, check our Forums and search "storage" for plenty more. Also, any of our DF social channels are a great place to ask for more suggestions.

Discord | Facebook | Facebook Official Fan Page | Twitter | Instagram | Twitch

Our Dwarvenite is a proprietary blend of PVC plastic, It’s a tough but flexible material that holds great details and will last a lifetime. However, like all PVC plastics, it can fall prey to warping if subjected to prolonged pressure- such as being packed tightly for storage at a warehouse or even left in a tote bag in your car over the weekend. The good news is that it’s relatively easy to fix. Check out our short video where Nate explains and demonstrates the process.

If you're having a problem with an LED light, please contact us using the form above or via email: CustomerSupport@DwarvenForge.com. However, there are a couple of things you can check that may fix the issue, or at least narrow down the problem for when you contact us..

1 - Check that your Wall Socket piece is turned on at the switch. Also, check that the battery saver tab (white plastic pull-out tab) is removed and that the battery is installed correctly.

2 - If your LED doesn’t have an obvious “up” direction (such as a torch, where the flame will be on top), try flipping the LED around and plugging it in again. LEDs only let current flow in one direction. If it’s plugged in upside-down, then it will not light.

3 - Sometimes it’s difficult to know if a problem is the LED light itself, or the Wall / Floor Socket it is plugged into. If you have another LED socket piece and plug-in light, you can test which piece is causing the problem. Test the suspect LED light in your known-good socket and test a known good LED light in the suspect Socket.

The Light Panel transformer plug will accept 110-240V inputs. The plug is a US-style two-prong plug. A plug adapter may be needed for use with your local sockets, but a voltage transformer is not needed.

Yes, you can use wet or dry-erase pens on the Grid Overlays, but with some special restrictions. 

1 - Feel the surface of the overlay. You can tell which side the grid is printed on. Only use the pens on the non-printed side. Otherwise, you risk removing the grid.

2 - Don't leave the marks on the sheet for long periods of time. They will stain! If you are in the middle of a fight when you end your game session: Take a picture and erase your board.

3 - Test your colors. Some colors/brands of pens will work/erase better than others. Test them on an edge before using them over your whole sheet.

Connect

To receive news about upcoming releases, Kickstarters, and more, subscribe here. We’ll send, at most, 2-4 emails per month and you can unsubscribe at any time. Also, your address is never shared with anyone (see our Privacy Policy).

Join a community of like-minded Dwarven Forge enthusiasts moderated by our Community Manager and a couple of dedicated Dwarven Forge supporters. Here you can discuss topics like restocks, upcoming projects, paint tips, gameplay, and more. Join the Discord here.

If you have any questions or concerns not resolved within our FAQ, our customer support is available to help you. Contact us using the contact form in the bottom right, or at customersupport@dwarvenforge.com