Shipping and Order Information
Return, Cancelation, Shipping, and Exchange Policy
We want our customers to be 100% satisfied with every purchase they make from Diceanddragons.com.
Items returned without their original packaging and tags, or items that have been used are not eligible for return. This policy applies to all products we sell with the exception Gift Cards, sale items and special orders. In those instances where a special order is an issue, we will do whatever we can on our end to resolve the problem.
Any items that are to be returned or exchanged must be shipped back to us in the box/packaging that we sent the item to you. In the event that the original box/packaging is not available, it is expected that the item(s) will be sent to us in a box/package equal or better to what we sent it to you.
***PLEASE BE AWARE DURING THE PANDEMIC WE HAVE ENCOUNTERED SIGNIFICANT DELAYS RELATED TO SHORTAGES OF MATERIALS AND SHIPPING DELAYS. WE SELL THIS ITEM TO SUPPORT OUR LOCAL GAME STORE AND THEY ARE ONLY AVAILABLE TO CUSTOMERS WHO ARE WILLING TO ACCEPT UNCERTAIN WAIT TIMES. BECAUSE WE ARE UNAWARE OF WHEN OR HOW COVID VARIANTS WILL AFFECT SHIPPING WE ASK YOU NOT TO ORDER UNLESS YOU ARE PREPARED FOR UNCERTAIN DELIVERY DATES. NO REFUNDS WILL BE GIVEN BASED ON DELIVERY DELAYS OR DELAY IN TRACKING INFORMATION.
I ordered an item from you but haven't received tracking yet, can i get an update?
That's a great question. Your item is on its way, and tracking will arrive soon. Our items are shipped directly from our international artists and they are exported through China because it is a major worldwide shipping port. The first tracking number we get is usually attached to a website that is written in Mandarin and hard to translate for customers and hard to navigate. We wait until your item has cleared customs here in the United States and a new tracking number is provided by USPS.
International Shipping and Customs
DiceandDragons.com does not include any VAT or Customs Fees in the cost of international shipping. Should your country charge such fees, you will be assessed those fees by your local respective agencies.
Cancelation or Item Change
We do not offer any cancelations or item changes. Any issues with an order should be brought to our attention as soon as possible through email.
We will review any request “case by case” and determine is their are any adjustments we can make to your order, but these adjustments are not guaranteed. Please review your order, shipping times, shipping address and variants before placing your order. We are not responsible for accidental purchases or accidental selections.
If we issue a refund it will be issued as a gift card for store credit.
Gift cards are non refundable.
You may return only items that have arrived damaged and unopened/unused. We will require photo or video evidence before making a determination of an items return eligibility.
Eligibility of a return is at our sole discretion.
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Please be aware you will receive a refund of the items purchased minus shipping and handling.
We can ship to virtually any address in the United States. Note that there are restrictions on some products.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Orders cannot be combined into a single shipment without prior approval.
HOW TO RETURN OR EXCHANGE AN ITEM
Need to return or exchange an item? No problem! Simply follow the steps below and we'll be more than happy to process your return or exchange. Please be sure to learn more about our Return Policy above to make sure your purchase qualifies.
Step 1: Contact us regarding your order with your order number and name.
Step 2: Pack your item in the original box that it was received. If you don't have the original box, or your item was shipped using an envelope, please ensure that the packaging used is of an equal or greater quality than it was shipped.
Step 3: We will provide you a shipping address when you are ready to ship.
Step 4: Once you have a Tracking number for your shipment, please email this information, in addition to your name and order number, to firstname.lastname@example.org. This allows us to follow your package to our store, in addition to providing a faster return/exchange process.
Step 5: Take your package to the appropriate drop off facility.
Once we receive your package, we will first need to verify that it does qualify to be returned or exchanged. If the item is being sent back for return, and we determine it is eligible, we will refund your money using the method which you originally paid. If the item is being sent back for exchange, we will contact you to inform you as to when your replacement product will be shipped back to you, as well as verify the shipping address and desired time of arrival.
Please note that refunds can take up to two weeks to process.
SHIPPING DISCLAIMER WE ARE NOT RESPONSIBLE FOR THE ITEMS ONCE THEY LEAVE OUR FACILITY.
Diceanddragons.com will not assume responsibility for any lost, stolen, or undelivered items once they have left our facility. All claims about missing/damaged merchandise must be made directly with the delivery carrier prior to contacting us. A processed order usually ships within three to five business days unless otherwise noted. Items ship directly from partnered international carriers. Shipping costs can change based on your location. For international orders, actual shipping may exceed product purchase costs. Surcharges can include USPS address correction fees billed to Diceanddragons.com when customers provide incomplete or inaccurate addresses. Delivery confirmation numbers and tracking numbers are provided via e-mail for most orders if accurate e-mail addresses are provided when orders are placed. E-mails are can be blocked by anti-spam software from some e-mail services. Add diceanddragons.com as an acceptable sender to avoid any potential issues. Any changes to delivery address must be requested prior to emailed shipping confirmation. Diceanddragons.com will not be held liable for undelivered items due to change of address.