The search for answers starts here

We’ve gathered all the answers you need to embark on your journey into our exciting world of board games! Remember, you can always use the search function on our website or in your browser to quickly locate the answers you need!

If you can’t find the answer you’re looking for, don’t hesitate to reach out  – we’re here to help you on your quest.

Kickstarter, late pledge and other pre-orders

Everyday stuff

Your responsibility as a backer

We make it a priority to maintain open communication with you throughout the entire process. Our aim is to provide regular updates and ensure that we always have the most accurate information for your order.

We understand that some of you may have unsubscribed from our updates or may not have had the chance to read them, but please know that they are truly crucial. We assume that any information we share is received and acknowledged by our backers. If you haven’t backed us on Kickstarter, we also share updates through Gamefound. Plus, all our updates are public. Additionally, we’re readily available via email to assist with any issues, and we’ve created a knowledge base on our website where you can find answers to common questions.

This approach is in place to protect both you and us during the delivery process. If a game is shipped to an incorrect address, the responsibility falls on the backer, with no exceptions. While we’ll certainly assist in getting the package returned and shipped to the correct address if possible, we cannot cover the cost of this. We truly appreciate your understanding that, as a small company, we need to prioritize our best interests just as much as yours. Your support means the world to us!

I missed the pledge manager, what now?

We’re a bit bummed to be honest, as we kept the pledge manager open for quite a while and sent reminders to those who hadn’t completed their orders. However, there comes a point where we can’t keep waiting, and that’s why we had to close it to kickstart our logistics.

The good news is we have some extra games and add-ons available in our store. The not-so-good news is that a few items are already out of stock. So, we can’t guarantee that what you wanted is still available, especially in your region.

But let’s focus on solutions! We’ve got two options for you:

    • If you want to honor your commitment and order the game, just get in touch with us. Share your details (email and backer ID), and we’ll transfer your credit from Gamefound to our store. You can place your order there and deduct the value of your initial pledge.
    • Alternatively, we’re offering a flat 50% refund. We know it might not seem ideal, but we’ve put in a lot of time chasing down backers, and it’s become quite a task. We truly appreciate your understanding in this matter and want everyone to be happy.

Orders and changes

Why do I sometimes see differences in my address or order details on Gamefound?

Gamefound serves as an excellent pledge management tool, but when it comes to handling logistics, it has its limitations. To ensure efficient logistics management, we need to transfer the data from Gamefound into our own system.

If you’ve requested a change of address or if we’ve made updates to your order based on your request, please note that this information is stored in our internal system. We don’t duplicate these updates in Gamefound, as it can be challenging and time-consuming to do so.

Please rest assured that we meticulously record all interactions and keep track of everything in our system for your convenience. Your satisfaction and order accuracy are our top priorities!

Can I still change my shipping address?


Please check our status page.

If your order has already been processed, this means that we won’t be able to update your address any longer. We’ve provided a generous window of time and sent numerous reminders, so we’re optimistic that you’ve successfully completed your mission by providing us with the correct information.

If you don’t see your order on the list, there’s a brief moment left to update your address. Please reach out to us at your earliest convenience, and we’ll swiftly update our records. Be sure to provide your address clearly, and make sure all the necessary details are included in the following format (you can easily copy and paste it):

Order ID:
Email (must match order ID):
Full name:
Address 1:
Address 2 (if applicable):
Address 3 (if applicable):
State (if applicable):
Shipping note (e.g. door code, delivery instructions…):

We regret to inform you that changing your country of delivery is not an option. We hope you can appreciate that managing logistics is a highly intricate process, and making last-minute changes like this is no longer feasible. Your understanding is greatly appreciated.

Status and updates

When can I expect the shipment of Fractal?

We’ve created a brand-new page to ensure you have access to the most precise and current details regarding your order. Kindly give it a look before reaching out to us; this will greatly assist us, especially since we’re quite busy these days.


Store Policies

Orders and payments

Which payment methods do you accept?

We offer multiple convenient payment methods, including Stripe and Apple Pay.

Stripe allows you to pay with most major credit and debit cards, including Visa, MasterCard, American Express, Discover, Diners Club, and JCB. You can securely enter your card details during the checkout process to complete your payment.

You can use Apple Pay to make quick and secure payments if you have an Apple device. Simply select the Apple Pay option during checkout, and follow the prompts on your device to complete the payment.

Is it possible to cancel my order?

If you’ve recently placed an order and are having second thoughts, absolutely feel free to reconsider! We’d be happy to help you with that. Just give us a shout within the first 24 hours.
If you happen to reach out after that time frame, no worries – we’ll still try our best, but we can’t promise we can cancel it.

If you are eligible for a refund, we will process it through the original payment method used for the transaction, whether it’s Stripe or Apple Pay.

Customs duty

European Union (EU) Countries:

    • All orders include custom duties, so there are no additional fees upon delivery. VAT, if applicable, is calculated during the checkout process.

United States:

    • All orders include all applicable taxes. There are no extra payments required upon receiving the package. Shipments are dispatched from within the US, specifically from Michigan.

United Kingdom:

    • Orders placed on our website for the United Kingdom from November 20th onwards do not include customs duties. Shipments are delivered as DAP (Delivered At Place), which means upon entry into the country, VAT may be charged by the postal services. Consequently, VAT is not paid to us during the checkout.


    • Orders made on our website for Canada from November 20th onwards do not include customs duties. When the package enters the country, you might be required to pay the duty to the relevant authority.

Shipping and tracking

Can I track my order?

Most of the services (but not all!) we work with offer order tracking, which makes it super convenient to follow your package’s journey. If tracking is available for your order, you can expect to receive an email with all the tracking details once your order is on its way.

I haven’t received my parcel, what should I do?

Every package we send out has a tracking number. If it seems like your parcel hasn’t made much progress after a few weeks, please feel free to reach out to us directly.
However, we kindly ask for your patience and suggest waiting at least 2 weeks from the date you received the shipment notification before getting in touch with us.
But, don’t wait too long either! Tracking numbers typically have expiration dates, often within two months of being issued. If the tracking has expired, we assume that you’ve received your reward.

Product support

Spare parts and replacements

Missing or damaged components

We want to ensure you have the best possible experience with our game, and we’re committed to assisting you with any broken or missing components. To streamline the process and provide you with the best support, we’ve outlined some reasonable conditions:

1. Timely Reporting: Any issues with the products you receive must be reported within 2 months after you receive them. We kindly ask you to inspect everything upon arrival; it’s a small but essential task on your part.

2. Detailed Contact: When reaching out to us, please provide the following information:
– Your name
– Shipping information/order ID
– Product details
– Description of the broken or missing item
– Where you ordered or purchased the product (e.g., Kickstarter, Gamefound, Group, Retailer, BGI Store)
– Photos of damages or anything that may help us identify the missing item

Having this information up front will speed up the process and reduce unnecessary back-and-forth communication.

3. Patience During Kickstarter Campaigns: During Kickstarter campaigns, please be patient. We’re a small indie publisher, not a large corporation, and our customer service is managed by a single person. It may take a few days for us to respond, so refrain from sending multiple requests.

4. Shipping Costs: We will cover the shipping cost for replacements and strive to deliver them as quickly as possible. However, if you report an issue after the initial 2-month period, you may be responsible for the shipping costs. Each case will be assessed individually, and we reserve the right to do so.

5. Extended Delays: If you wait an extended period, such as 1 or 2 years to contact us (yes, it has happened), please understand that we may consider the request slightly unreasonable. Nonetheless, we will still try to help if we have spare parts available, but the shipping cost will be your responsibility.

6. Replacement Availability: Please note that in some circumstances, we may not have replacements available due to limited stock.

Box damage

We totally understand the frustration that comes with an imperfect box. While damaged boxes may not be ideal, it is also one of their primary purpose.
It’s worth noting that the industry standard is to avoid replacing boxes for cosmetic damage because replacing a box often costs the publisher significantly more than what they earned from the game sale. This is partly due to shipping large volumes that are not cost-effective.

Fortunately, we’ve found that many players derive more enjoyment from the game’s content itself rather than the box, and upon understanding the impact on our end, they often choose to cherish their boxes despite any imperfections.

Nevertheless, if the condition of your box genuinely tugs at your heartstrings or the damage is so significant that the thought of not replacing it is inconceivable, please reach out to us. Provide us with some images, and we’ll evaluate your situation individually. However, we’d like to emphasize that there’s no guarantee, so there’s no need to give your box a dramatic toss against the wall just before taking a picture to make it seem worse than it actually is!

Furthermore, we kindly ask that any requests for a replacement evaluation be made only for unopened boxes still under the original film protection. Unfortunately, we’re unable to make any exceptions to this policy. Additionally, when reaching out to us, we genuinely appreciate a friendly and respectful tone in your communication. We value constructive feedback and are always eager to find solutions, but we must emphasize that we cannot entertain behaviors that are unfair, or disrespectful toward our team, no matter the level of your frustration. We greatly appreciate your understanding.

Common sense

Let’s have an open chat about some common-sense matters.

If you reach out to us with an incredibly detailed complaint, such as scrutinizing the color consistency of your action cards down to using a spectrophotometer, we absolutely understand your dedication and passion. However, it’s essential to keep in mind that there are instances where the issue might persist even if we provide a replacement deck. This is just one example (and yes, it’s based on a real story!) to highlight that sometimes, a request can be unrealistic, if not a bit unfair.

We truly appreciate your enthusiasm and support, but it’s equally crucial for us to safeguard our interests so we can continue creating games that bring joy to people.

X-ODUS Player's hub

To keep things nice and concise on this page, we’ve created something we called the “Player’s Hub”. In these, we’ve aimed to include all the answers to your questions, whether they’re about rules, sleeve and component counts, and more. If you happen to spot something missing, don’t hesitate to send us an email and let us know.


Fractal Player's hub

Fractal has its very own “Player’s Hub” too! Everything you might need can be found right on that page. But if by any chance you can’t find what you’re looking for, just remember the tune – shoot us an email, and we’ll be right there to assist you!