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Frequently Asked Questions

Last updated July 8, 2009

Store Questions

I don't have a credit card. Can I pay with a check or money order?

We accept checks or money orders in US Dollars only, and only for non-subscription products. You'll need to figure out the shipping cost, and there are two ways to do that:

Go through the order process online—providing a shipping address so that postage gets calculated—right up to the point where you would enter the credit card information. Then, print off the web page (or write down the pertinent info), and send it with payment to the address below.
Contact our customer service department at (425) 289-0060 or e-mail us at customer.service@paizo.com; let us know what you want and where you want it shipped, and we'll calculate the shipping cost for you. Write down the pertinent info, and send it with payment to the address below.

Mail your order to:

Paizo Publishing, Attn: Store Orders
7120 185th Ave NE
Ste 120
Redmond, WA 98052-0577

Can I use PayPal?

Not directly, but PayPal has a "Secure Card" program that lets US customers create single-use or multiple-use MasterCard numbers that function just like a MasterCard from our side, but draw from your PayPal account on your side. See PayPal's site for details. (If you're setting up a subscription, please provide a multiple-use account number.)

Do you ship internationally?

We ship worldwide.

• The product page says "Usually ships from our warehouse in X to X business days." Why?
• My confirmation email says "Should ship from our warehouse within X to X business days." Why?

We have tens of thousands of products available for sale on paizo.com, but we can only keep a selection of them on-hand in our warehouse. When you place an order for a product that's not in our local inventory, we have to order that item from our distributor, and it takes a few days to arrive from one of their warehouses across the country. The range of dates we provide factors in the shipping time from our distributor in addition to the time it takes us to process the order.

If the range given is "3 to 6 business days," that indicates that we have this product on hand in our local warehouse. If the range is higher than that, it indicates that the product is located in one of our distributor's warehouses.

The range of dates provided in your order confirmation email reflects the estimated ship time for the item with the longest estimated time to ship. That is, if some of the items in your shipment could ship within 3 to 6 days, but one item is expected to ship within 5 to 11 days, we'll estimate 5 to 11 days for the shipment.

What does "Order Pending" mean?

As soon as your order is placed, its status is "Pending." When we prepare it for shipment, the status changes to "Shipping," and within 24 hours, it will change to "Shipped."

Can I track my shipment?

Only if you choose a trackable shipping method. UPS shipments are trackable; standard postal deliveries are not.

How do preorders work?

Preorder items have been announced by the manufacturer, but are not yet available. If the manufacturer has provided an expected release date, we pass that date on, but it is not a guaranteed ship date.

We do not charge your credit card for preorder items until we ship them to you, although we do request an authorization on your credit card when you place your order. (See below for more information about credit card authorizations.)

If you preorder items that will be published by Paizo along with non-preorder items, you can choose whether or not we hold the other items until the preorder arrives, or whether we ship items as they become available. Preorder items from publishers other than Paizo will be shipped separately.

In the rare circumstance we receive notice from the manufacturer that a preorder product has been cancelled, we will cancel your preorder and let you know. If the manufacturer notifies us that the final product differs substantially from the product as it was initially marketed, we'll let you know, and ask if you'd like to cancel or change your preorder.

What does "Backorder" mean?

Backorder items are not currently available in our warehouse, but our suppliers indicate that they will again be available sometime in the future. We usually don't know when backorder items will be restocked. Some items can be on backorder for just a few days; others for many months. Keep in mind that we don't charge your credit card until your item ships, so there's no risk involved in placing a backorder. If you order backorder items along with other items, the backordered items will ship separately.

What does "Discontinued" mean?

"Discontinued" means that our primary supplier doesn't expect additional stock of the product. Once any remaining quantities are sold, the product will no longer be available.

What does "Out of Print" mean?

"Out of Print" means that our primary supplier has no more stock of the product, and they don't expect to get more. Sometimes, those items are still actually in print from the manufacturer, but copies are not readily available to us.

I recently placed an order on the website for a PDF and some other items. When I received my emailed invoice, it showed a charge for the PDF but not the other items. What happened to the other items?

Don't worry, the order for the other items is still there. PDFs are charged as they are ordered, but we don't charge for the other merchandise until we are ready to ship it.

How do I cancel an order?

To cancel an order, please contact customer service at customer.service@paizo.com or 425-250-0800.

• I've been charged twice for my order!
• Why is there a hold on my credit card when the order hasn't shipped yet?
• I saw a charge on my account, but now it's gone. What happened?

We don't charge your card until your order ships. However, when you place an order, we immediately authorize your card to ensure that it can be charged when we ship your order. An authorization is a non-monetary transaction that merely checks with your bank to ensure that the card is valid and has sufficient funds. Again, no money is charged to the card until we ship your order.

However, at the discretion of your bank, an authorization can (and almost always will) put a hold on that amount of your credit. The duration of this hold is entirely up to your bank. If you are checking your balance via online banking, this authorization may show up as a "pending transaction" (or it may not show up at all). We do not have any control over the duration of these holds.

An authorization will only remain open for a set period of time that depends on your bank's policies. For debit cards, an authorization will usually expire in 1–5 days, while a credit card's hold can remain open for up to 30 days (again, the duration of these holds depends upon the card issuer's policy).

If an authorization expires before we ship your order, we must re-authorize the card before we can settle the charge. Since the average order on paizo.com takes anywhere from 3 to 11 business days to fulfill, some orders will necessarily be authorized twice. This is especially true for preorders and backorders.

If, when you place your order, your card is declined because of insufficient funds, and you think this is in error, you should check your balance with your bank and/or contact Paizo's customer service before you attempt to place the order again. There are cases where we will receive a decline notice, yet your bank will accept the authorization and place a hold on your funds. In this instance, if you try to place the order again with the same card, it will probably fail again and put another hold on your account. If you keep resubmitting the order, you can quickly tie up your available credit on multiple authorizations for an order that cannot be completed; instead, you should consider using an alternative payment method.

As a side note, orders for items that are fulfilled immediately (such as PDF purchases) will be authorized and settled immediately.

For more information about authorizations and authorization holds, check out the Wikipedia entry on authorization holds.

What is a PDF? How do I purchase and download a PDF?

PDF stands for Portable Document Format—it's essentially a digital book. Most PDF editions contain all of the elements of the printed edition, including graphics and page design. Some PDFs even contain additional features like bookmarks and layered maps.

To purchase a PDF, add it to your shopping cart and purchase it as you would any product. Then click on "My Downloads" in the upper right hand corner of any paizo.com page. Find the PDF you want to download and click on "Personalize this file." When it is done personalizing, it may download to your computer automatically (depending on your browser and operating system). If it doesn't, click on "Download this file" to begin the download. In some cases, the PDF will be encased in a zipped folder, at which point you will need an unzipping utility to unzip the folder and access its contents. You will also need Adobe Reader or another PDF reader to view the file.

My download unzips to an empty folder. What should I do?

The default unzipping utility in some version of Windows has issues with some files. Using an alternate unzipping utility should solve the problem.

Website Questions

I forgot my password. How do I recover it?

Enter your email address on the password request page and we'll email you a new, temporary password that you'll need to change when you next log in.

Do you have wishlists?

Not yet, but it's high on our to-do list.

Messageboard Questions

Answers to messageboard questions are here.

Paizo Product Questions

What is the Pathfinder RPG?

The Pathfinder Roleplaying Game is a backward-compatible fantasy roleplaying game based on the 3.5 Open Game License. The finished product will be available in August 2009. See the Pathfinder RPG area for more information.

What system do Pathfinder products use?

Currently, all Pathfinder products use the 3.5 OGL. In August 2009, after the Pathfinder RPG is finished, we'll begin using it for Pathfinder products. Since the Pathfinder RPG is designed to be backward compatible with 3.5, players will find that all Pathfinder products are easy to use with either 3.5 or the Pathfinder RPG.

What are Pathfinder Adventure Paths?

The Pathfinder Adventure Path is a monthly, 96-page, perfect-bound, full-color softcover book printed on high-quality paper. Each volume contains an in-depth Adventure Path scenario, stats for about a half-dozen new monsters, and several support articles meant to give Game Masters additional material to expand their campaign. Because Pathfinder uses the Open Game License, it is 100% compatible with the world's most popular roleplaying game. Adventure Paths are released in six-volume arcs. (For example, the first six volumes of Pathfinder Adventure Path comprise the Rise of the Runelords Adventure Path, while volumes 7–12 constitute the Curse of the Crimson Throne Adventure Path.)

What can I expect in each volume of the Pathfinder Adventure Path?

The primary content of each Pathfinder Adventure Path volume is a lengthy adventure designed to level up a party two to three levels. These adventures connect throughout the Adventure Path to provide a complete campaign. Every volume also features at least two support articles designed to bolster that volume's main adventure, but the contents of these support articles can just as well serve any campaign. These support articles might be in-depth explorations of key cities, descriptions of important deities and their worshipers, ecological discussions of key monsters, explorations of the region in which the Adventure Path takes place, details on new magic items and spells, or even rules for how to handle certain types of in-game situations (such as how to maintain a stronghold).

Each volume also contains an installment of the Pathfinder's Journal, an ongoing exploration of the world in which these Adventure Paths are set. These journals give you a wealth of inspiring background material you can take and use in your own campaign or to expand on the current Adventure Path. Finally, each Pathfinder will feature a bestiary of a half-dozen or so new monsters. Some of these new monsters will feature in the adventure in that volume, while others might just fit the themes of the adventure—they're provided for you, the Game Master, to expand your game. Many of these monsters are drawn from real-world myth, legend, and even cryptozoological sources, further adding a sense of tradition and verisimilitude.

What are Pathfinder Modules?

Pathfinder Modules (formerly GameMastery Modules) are bimonthly 32-page, high-quality, full-color, OGL-compatible adventures for use with the world's most popular fantasy roleplaying game. It's an ideal product for GMs looking for short or diverse adventures. (This product line was monthly until August 2008.)

What are Pathfinder Chronicles products?

Pathfinder Chronicles sourcebooks and game accessories add detail to the Pathfinder Chronicles campaign setting—the setting in which Pathfinder Modules and Adventure Paths take place. It's a setting that invokes classic sword-and-sorcery themes sure to appeal to longtime and brand-new gamers alike. Pathfinder Chronicles products don't have a regular schedule or a fixed format—they vary from card decks to 64-page sourcebooks to a 256-page hardcover campaign setting.

What is Pathfinder Companion?

Pathfinder Companion is a bimonthly, player-friendly 32-page supplement that details a single aspect of the Pathfinder Chronicles campaign setting in each volume. Whether it's an in-depth look at a geographic region or a race, Pathfinder Companion volumes will help immerse your players in the Pathfinder Chronicles world.

What is GameMastery?

Paizo's GameMastery products are a wide-ranging line of accessories designed to give GMs the tools to make the most of their game sessions. From Item Cards to Maps and other accessories, our goal is to create products that let GMs run more organized and exciting games.

What is Planet Stories?

Planet Stories is a bimonthly line of classic fantasy, science-fiction, and science-fantasy novels and short-story collections chosen with the interests of fantasy and science fiction enthusiasts and gamers in mind.

What is Titanic Games?

Titanic Games is Paizo's family game imprint, offering everything from quick, two-person card games to more involved four-to-seven-player board game showdowns.

Where can I get Paizo products?

Most Paizo products are available at your local game store, in bookstores, and online at paizo.com.

What Paizo products are coming out next?

See our Product Schedule page.

Subscription Questions

How do subscriptions work?

We offer ongoing subscriptions, which automatically continue each month until you choose to cancel. Instead of paying for your subscription all at once, we'll automatically charge your credit card each month before we ship a new volume. You only need to sign up once, and never need to worry about renewal notices or missed issues! You must have a valid MasterCard or Visa and a valid e-mail address to subscribe.

What advantages are there to subscribing?

Subscribers to any of our lines will receive each subscription product directly from Paizo and need never worry about missing a product.

Subscribers to our Pathfinder products also receive a free PDF of each subscription volume when the corresponding printed copy is shipped.

Pathfinder Adventure Path subscribers get 30% off the cover price of each volume, and they also receive the Pathfinder Advantage: 15% off of suggested retail price of all products on paizo.com, with the exception of non-Paizo downloadable files. (In the case of collectible products, the 15% discount will be taken off of Paizo's regular offering price.) This discount even applies to other Paizo subscriptions that aren't normally discounted! (If you already subscribe to these products, you need do nothing—appropriate discounts will be applied automatically.) With the Pathfinder Advantage, you can save on over 20,000 gaming products in the paizo.com store.
The Pathfinder Advantage does not stack with other subscription or sale discounts. This means that if a product is already on sale for 10% off of suggested retail, you'll get an extra 5% off. (Of course, if a product is already on sale for 50% off, you'll still get 50% off.) The Pathfinder Advantage discount will automatically be applied to all new paizo.com orders as long as you remain an active subscriber.
To qualify for the Pathfinder Advantage, the most recent volume of the Pathfinder Adventure Path must have been shipped to you (or, if you have multiple subscriptions with combined shipments, the most recent volume must be waiting to ship with your other subscription products). Any items ordered at the same time as your subscription, and any orders placed before that volume is shipped, do not qualify for the discount.

GameMastery Maps and GameMastery Cards subscribers get 20% off the cover price of each volume.

Planet Stories subscribers get 30% off the cover price of each volume, and may also order any book in the Planet Stories back catalog at 15% off the cover price.

Customers with multiple subscriptions may choose to combine their shipments into a single monthly shipment to save on shipping costs.

Can I ship other products with my subscription shipments?

Yes! You'll be given different options during checkout if you have active subscriptions. (This option doesn't apply to backorders, preorders from publishers other than Paizo, and items that do not require shipping.)

Can I start my subscription with a particular product?

During checkout, you'll be able to choose whether to start your subscription with the most recent product or the next upcoming product.

How are subscriptions mailed?

Subscribers may choose their preferred shipping method from a number of options which will be presented at checkout time. Subscribers who choose UPS will have their subscriber copies shipped in a box; subscriptions delivered by postal service will be shipped in a sturdy cardboard mailer (or, in the case of several items shipping together, in a box).

Are international subscriptions available?

Yes—we ship worldwide.

How do I change my address for my subscriptions?

Click the "My Subscriptions" link at the top of any page to provide a new address for your subscriptions.

How long will it take for an address change to take effect?

The address change will take effect with the next volume we ship.

How do I cancel a subscription?

Just contact our customer service department at customer.service@paizo.com or call us at (425) 289-0060.

General Magazine Questions

What happened to Dragon and Dungeon magazines?

Please visit our Transition FAQ for information regarding Dragon and Dungeon magazines.

What happened to Star Wars Insider?

Paizo Publishing, LLC is no longer publishing Star Wars Insider magazine or handling the Official Star Wars Fan Club. Please visit starwars.com to find out about the current fan club and magazine offerings.

What happened to Amazing Stories and Undefeated?

Please refer to our press release.

I want to order a back issue from one of your magazines. How can I do that?

All of our available back issues may be ordered online; you can find them by going to http://paizo.com/backissues.

You can also order by phone at (425) 289-0060 (Monday through Friday 10 AM to 5 PM Pacific Time) or by sending us a check for the correct amount (including shipping, which can be found on the Order Confirmation Page during checkout) and including a note with your full name and address, and telling us the issue numbers you want for each magazine. Send the check to:
Paizo Publishing, Attn: Back Issues
7120 185th Ave NE
Ste 120
Redmond, WA 98052-0577

I'm interested in buying older issues of Dragon and Dungeon and in PDF form. What issues are available?

PDFs of select Dragon issues are available at http://paizo.com/store/downloads/dragon; select Dungeon issues are at http://paizo.com/store/downloads/dungeon.

Will more issues of Dragon and Dungeon be available in PDF form?

Paizo no longer has the right to create new PDFs of older issues.

General Paizo Questions

What does "Paizo" mean?

Paizo cofounder Johnny Wilson suggested the name, which comes from a biblical Greek word meaning "to play." (The original Greek word is "paiðzw.")

How do you pronounce "Paizo?"?

We pronounce it to rhyme with "pie dough."