Customer Support Request

Please ensure you have read the FAQ and Support Notice Board prior to submitting an enquiry request.


Support Notice Board

  • The deadline for updates to backer addresses for Critical Role rewards has now passed. We are no longer able to make edits to addresses. The address we have on record for you is the address your reward will be sent to. Only if your reward is returned to us will be able to re-ship your reward. We will not be able to reroute your delivery.

  • If you are enquiring about Dark Souls Wave 2 and Wave 3, please check Backerkit first to double-check your order. Stretch Goals are part of Wave 3 and will be shipping later this year. Please see the June 6th update on Kickstarter for more information.

  • The pledge manager for Horizon Zero Dawn: The Board Game has now closed; add-ons and extras can no longer be purchased and addresses cannot be updated manually. Please submit an Enquiry Request if you need to update your address.


General FAQ

+ How long will my shipment take to arrive?

You will be sent a confirmation email when your order leaves our shipping hub. Average shipping times very depending on location and delivery carrier used.

Please consult your location below for estimated shipping timelines -

  • UK 2-5 Working days

  • EU 3-5 Working days

  • RoW 5-7 Working days

We can only investigate orders that were dispatched over 20 working days ago.

+ Why don't you ship to my country?

Unfortunately, we've struggled with delivering to the listed countries with our previous projects due to customs issues. It was a difficult decision not to include an option for these countries as we know we have many dedicated backers there, but the sheer number of problems we encountered with customs led us to not including them as an option in the campaign.

+ Will I get a tracking number for my shipment?

Depending upon many factors, you may or may not receive a tracking number. If your order has been sent via a tracked service a tracking number and link will be provided within your dispatch email.

+ Can I combine two webstore orders?

We cannot combine two separate webstore orders and they will be shipped individually

+ If I wear out or damage my components during play, can I get them replaced?

We do not replace components that were damaged through normal use, accidents, rough handling or lost due to personal misplacing.

+ My item has arrived but I don't want it anymore

We can provide a refund for an item if it is returned to us unopened. Submit an enquiry request form for details on how to return an item to us in exchange for a refund. Please note that we are unable to cover the cost of postage or packaging to return your item. We can not be held responsible or refund lost items so we recommend sending your item by a secure and tracked service. Only once we receive your item can we process a refund/exchange.

+ Can I buy individual components?

Sorry, we do not sell components separately.


Animal Adventures: Tales of Cats and Catacombs

+ Can I still get a copy now the Kickstarter campaign has ended?

The late pledge option for Animal Adventures: Tales of Cats and Catacombs has now closed. The models will be available, minus Kickstarter exclusive content, in retail stores worldwide next year.


Animal Adventures: Tales of Dungeons and Doggies

+ My rewards haven't arrived

All rewards have now been dispatched; please consult your pledge manager on CrowdOx to ensure you have paid shipping as this is a common reason why rewards haven't arrived.

If you haven't paid shipping yet, please get in touch via the enquiry request form and we will send you an invoice to pay the outstanding balance.

+ My order has arrived damaged or incomplete.

Please submit an Enquiry Request Form and select “damaged/missing component” from enquiry type and detail what is missing or damaged. If a model arrived damaged, please attach a clear, in-focus photograph of the damage.

+ Can I still get Animal Adventures: Tales of Dungeons and Doggies?

Animal Adventures: Tales of Dungeons and Doggies is now available from retail stores worldwide, but we have no plans at this moment to re-introduce the Kickstarter exclusive content or offer a combination of both sets.

+ How do I access the Rules, Adventure & Maps?

Everything you need is available on the SFG Resource Page.


Critical Role

+ I haven't received a tracking number

We expect all customers to receive tracking numbers by Friday 21st June. Please see below for a list of fulfilment partners to find more information regarding where your order is coming from.

+ I’ve not received my model sets

This Kickstarter rewards began shipping on June 17. Please see our latest Kickstarter update for the latest information:

+ Can I update my shipping address?

The deadline for updates to backer addresses for Critical Role rewards has now passed. We are no longer able to make edits to addresses.

The address we have on record for you is the address your reward will be sent to. Only if your reward is returned to us will we be able to re-ship your reward. We will not be able to reroute your delivery.

+ My limited edition model arrived in several pieces.

Models from our limited edition range arrive unassembled. We have recently started posting guides on how to build and paint models from this range via our blog.

+ My order has arrived damaged or incomplete.

Please submit an Enquiry Request Form and select “damaged/missing component” from enquiry type and detail what is missing or damaged. If a model arrived damaged, please attach a clear, in-focus photograph of the damage.


Dark Souls™: The Board Game

+ I need to update my address!

If you need to update your address please log into your Backerkit account using the email address you backed under.

You can make any changes apart from changing your country. If you need to update your country please let us know by submitting a ticket.

If your address is correct in Backerkit or has already been updated in recent months, you will receive the next waves without having to take any further steps.

+ I haven't received my stretch goals!

All stretch goals will ship as part of Wave 3 later this year.

The following items are part of Wave 3 Stretch Goals and have not yet been dispatched:

  • Character Expansion (Player Characters + Armour Sets)
  • Phantoms Expansion (Summons + Invaders)
  • Iron Keep Expansion
  • Explorers Expansion

Additionally, the following items are paid add-ons that will be shipped as part of Wave 3.

  • Vordt of the Boreal valley
  • Darkroot Basin and Iron Keep Tile Set

Please see the following links for more information -

+ Where are my Wave 2 Items?

The Wave 2 items that have currently shipped are:

  • The Asylum Demon
  • Darkroot Basin
  • Black Dragon Kalameet
  • The Four Kings
  • The Gaping Dragon
  • The Guardian Dragon
  • The Old Iron King
  • Extra Dice sets

If you have not yet received your Wave 2 add-ons please submit a request.

+ My order has arrived damaged or incomplete.

Please submit an enquiry request form and select “damaged/missing component” from enquiry type and detail what is missing or damaged. If a model arrived damaged, please attach a clear, in-focus photograph of the damage.


Devil May Cry™: The Bloody Palace

+ Can I still back this project?

The campaign on Kickstarter has closed but Late Pledges are available via the SFG Webstore. Purchasing a Late Pledge gets you the exact same rewards as the Kickstarter backers; including all exclusives.

UK / EU / USA and Rest of world.


Godtear

+ How do I update the address my pledge is sent to?

Backerkit allows you to update your shipping address yourself.


Guild Ball

+ My resin model arrived damaged or incomplete

Please submit an enquiry request form with details about which model is damaged or incomplete. Please provide a clear, in-focus photograph of any damage and proof of purchase if it wasn't purchased from the Steamforged Webstore.

+ My metal model arrived damaged or incomplete

Unfortunately we no longer produce or stock metal miniatures and cannot replace any faulty models. We advise you seek a refund at your point of purchase.

+ The wrong "Thank You" card was packed in my launch pack

Please submit an enquiry request with details of which launch pack you purchased and the incorrect code.


Horizon Zero Dawn™: The Board Game

+ Can I purchase more rewards, extras and add-ons?

The pledge manager for Horizon Zero Dawn: The Board Game has now closed; add-ons and extras can no longer be purchased.

+ Can I update my address?

The pledge manager for Horizon Zero Dawn: The Board Game has now closed; add-ons and addresses cannot be updated manually. Please submit an Enquiry Request if you need to update your address.

+ Can I still pledge to the campaign?

The campaign and late pledge option have both ended, but Horizon Zero Dawn: The Board Game will be available in retail stores worldwide next year.


Resident Evil™ 2: The Board Game

+ I’ve not received my Kickstarter pledge.

All rewards should now be with backers. If you have yet to receive your rewards, please get in touch via the Enquiry Request Form.

+ My order has arrived damaged or incomplete.

Please submit an enquiry request form and select “damaged/missing component” from enquiry type and detail what is missing or damaged. If a model arrived damaged, please attach a clear, in-focus photograph of the damage.