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Frequently Asked Questions (FAQ)Sections• General Questions• Ordering and Delivery Questions • Email Questions • Payment Questions • Game and Code Questions • Affiliate Questions • Anything Else General QuestionsQ: What type of currency are your prices in? A: All prices are in US Dollars, however most of our payment methods will accept foreign currencies. Be sure when using foreign currencies that you provide sufficient funds to cover the costs of the product in US dollars. Q: What is a Game Time Code? A: MMORPGs are large commercial undertakings that charge a fee to begin playing the game, to continue playing the game, or both. The Game Time Code, or GTC, is, in essence, a voucher allowing you access to the game world for a specified period of time. GTC has also been expanded to include the new account codes, also referred to as a “CD key.” EVE Online players have their own special acronym: ETC. This just means EVE Time Code and is identical in meaning to Game Time Code but is specific to EVE Online. Q: What are your hours? A: We are staffed 24 hours a day, 7 days a week. During some off-peak periods, we close for brief periods for meal times. Orders requiring manual approval will be handled after the meal period. Shattered Crystal Game Codes operates in the Pacific time zone. Ordering and Delivery QuestionsQ: How do I get my code once I have made the purchase? A: Your code will be sent via email to the primary email address listed on your Paypal account. If you paid directly with a credit card then we will send to then email address you entered at time of payment. If you are a new customer we manually approve your first order. A: All new customers are phoned to to verify their purchase. This process, from the time we get your order, to the time you get your code averages 20 minutes. Existing customers have a much shorter wait. Customer in good standing more than 30 days have the shortest wait, as their codes are sent instantly. The maximum wait for any order in the last 30 days is 2½ hours. Q: How do you decide which new customers to call? A: We call all new customers. A: Yes. If PayPal supports your country, we support your country. We will hapilly call you in your country. We are open 24 hours a day so we will call you shortly after you place your order. A: You will get your customer login 30 days after your first purchase. This login gives you access to some special features of the site. Before this time, just order with the same email you ordered with last time. That way, we'll know who you are! Q: How can I order more than one thing at a time? A: To purchase more than one code, first find the code you want and click Add To Cart. This will automatically take you to the shopping cart page. Change the number under Qty and click Update Cart. If you need to order several different items, you can click Continue Shopping after you add the first item to the cart. Q: My order was refused. Why? A: Due to a high rate of fraud, we have to be careful who we have as customers. If for any reason your order looks like it may be from a stolen or otherwise compromised Paypal account we will error on the side of our safety and refund your order. You can help us by providing us with more information on your purchase by including your shipping address with your order. We are not going to ship anything to you but it is a positive item towards approving your orders. If strong enough suspicions are raised during the approval process, we may put a block on your account to prevent you from ordering again. We are willing to work with you, however, to get your account back into good standing. Should you wish to get your account reactivated you will need to email support@shatteredcrystal.com explaining your situation. Email QuestionsQ: My email account was down or unavailable when the code was sent. Can you resend it? A: You can try to have your last code resent by entering your email address on the Resend My Game Codes page. Make sure to use the same email address your code was ordered with. If this doesn't work, you may contact support through the Live Support link on the right and ask that your code be resent manually. Q: I accidentally ordered with an email address that doesn't work. Can you send the code to another email address? A: Yes. We have a system in place to change your email address. Unfortunately, because of the risk of fraud on the items we sell, you can't do it on a simple web form. If you would like to get your email address changed, please contact our staff via the Live Support button on the right side of the page. Q: I thought that the code would be delivered instantly. I ordered over an hour ago and still haven't received my code. A: The code is sent instantly after approval. If you are a new customer and we were unable to reach you by telephone to confirm your order, we will have sent you an email stating that we tried to contact you. Simply reply to that email saying you are ready for our call and we will phone you back as soon as possible. If you aren't available for our call right now, wait until you are ready for our call to reply to our message. Q: Why am I being treated like I'm new? I'm a long-time customer. A: Your order can also be delayed if something has changed recently on your ordering information. We hold all many orders for manual approval after a change has happened to your account or ordering information. We ask that you be patient during this process. Q: Where is my code? When we got off the phone, you said I'd get the code in moments. A: If you're using a public email service such as Yahoo or Hotmail, most likely your spam filter is catching our emails. Check your spam folder (also known as "Junk Mail" or "Bulk Mail") and see if your code is there. It's also possible that the emails we sent are being held up somewhere in cyberspace by heavy Internet traffic. Some of our customers with these email services report getting their emails minutes to hours after the codes have been sent. With your junk mail filter settings, you should have support@shatteredcrystal.com set as accepted. Also, it is helpful to put support@shatteredcrystal.com into your contacts, to set your spam filter settings to "medium" or lower, and to make sure that your spam filter isn't set to automatically delete junk mail. You can try having your codes redelivered to you by going to our Resend My Game Codes page. Make sure to use the same email address your code was ordered with. Q: Why are the Hotmail and Yahoo spam filters so troublesome? A: As free services, Hotmail, Yahoo, and similar services have very strong spam filtering because their subscribers are big targets for junk email. This means a lot of legitimate emails get caught. Payment QuestionsQ: What forms of payment do you accept? A: We accept payment through PayPal and Western Union. Q: Do I have to have a PayPal account? A: No. You can make a payment through PayPal using a credit card, no account required. When you are ready to check out, go to the shopping cart and click Select Payment. PayPal should already be the selected payment type, so click Check Out and then Continue with Checkout. On the PayPal screen, at the bottom is a section labeled Don't have a PayPal Account? Click Continue in that section. Q: How does the Western Union payment option work? A: When you check out with Western Union selected as your method of payment, you will be asked to enter some payment information that Western Union will provide.There is no minimum purchase for Western Union orders. Q: I already have a verified PayPal account? Do you still have to call me? A: Yes. We have our own verification system which is different from PayPal's and is more suited to the type of products that we sell. Q: I'm getting an error message from PayPal. Is something wrong on your site? What am I doing wrong? A: The first thing to try with any PayPal error is to clear your browser's cache, cookies, and history. You'll need to refer to your browser's documentation if you don't know how to do this. One possible reason for an error is that PayPal is unable to communicate with your bank. There are other reasons that we are not familiar with. If you are still getting the error, you will need to contact PayPal's customer service to find out the reason for the error. Alternatively, if you have another method of payment available to you, you might using that instead. Code and Game QuestionsQ: Do the codes ever expire? A: Unless specifically noted otherwise, all codes we sell are sold as non-expiring codes. It is expected, however, that you will not hold onto the code for a year and then try to use it. Also, if the game company should go out of business or shut down the game before you use it we have no control over this. Q: I have two 90-day UO codes. Can I apply both to my UO account? A: Yes. You can stack your codes on your account. Each code applied will credit your account. I have applied four 90-day codes to an account before and I assume you could apply more. Other games may not support this though. Q: My code doesn't work! Are you trying to cheat me? A: Most of our codes are entered by hand. While our code entry personnel are very good, they are human and make mistakes. If you have a code you believe to contain an error, simply forward your code receipt email to support@shatteredcrystal.com and we will check your code as soon as we can. If we find an error, we will send you a correction to your code. If you send your code in late nights or weekends, it may be several hours (up to 12 hours weekdays and 24 hours weekends) before you get a response. Please note: Our EVE Online codes are delivered electronically direct from CCP. In the two years since we've been selling EVE codes, we have never had a bad one. If you have an EVE code that you believe is bad, you will likely need to consult with CCP. Also, there are several possible reasons a completely valid code will not work. Some possible reasons are:
Q: Where are the UO items for my shard? A: For UO items, we only list shards we have items on. If your shard isn't listed, we have no items on that shard. One alternative for you, if you see an item you really want listed on another shard and you have a house on the shard you want the item on, is to buy the item as well as a character transfer token for that shard. You can then create a new character on the shard the item is on and we will deliver both items to that new character. Then you use the character transfer token and drop the item off in your house. Anything Else?Q: I have more questions. Who can I talk to? A: We can be contacted by email or via our Live Support system. Q: How do I redeem my G1 Credits? A:
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