Welcome to our FAQ page. We will do our very best to answer the most common questions that are asked, in order to make your shopping experience as smooth as possible. Without further ado, let us begin!
Q- How long does it take to receive my order?
A- There are 2 parts to the equation. Total time = Order processing time + Delivery time. The order processing starts when you place your order and goes to the time when we place your package in the mail. This process takes anywhere from 1-3 working days. If you haven't heard the time "working days" before, it refers to Monday - Friday. Once your order is placed in the mail, the delivery time starts. For domestic orders (USA), this can take between 2-5 working days depending on which state you live in. We will ship out your order from our shop in Chicago, which happens to be a good central location in America.
Q- What days do you ship out the orders on? and What days can I receive my order on?
A- Our shop is open Monday - Friday and we ship out orders 5 days a week. You can receive your order any day Monday - Sunday as USPS is currently delivering packages 7 days a week. We ship out our domestic USA orders via USPS First Class (1-5 Day Delivery) and USPS Priority Mail (1-3 Day Delivery).
Q- How can I track my order?
A- When your order is placed you will receive an order confirmation email. Once your order ships out from our store, then you will receive a shipping confirmation email which has a USPS tracking number on it. You can click the link or go straight to USPS.com and paste in the tracking number for detailed updates.
Q- What do I do if my package doesn't show up in the time frame?
A- USA Orders: If the package is late and/or there are no tracking updates, please email us to let us know. Rarely <1% of the time, USPS either loses a package or misplaces it. If you see the tracking updates stop, then its possible that the post office has misplaced your order. The good news is that when this happens, most of the misplaced orders do eventually show up. If your order is delayed by USPS, we recommend calling your local USPS post office and letting them know about the delay. They can do an internal search for the package and let the driver know to double check his van for a package that may have fallen out of the delivery bag.
A- International Orders: If your package hasn't shown up within the normal 2-4 week window, it doesn't mean that your order is lost, but it's likely experiencing unexpected delays. You can give your master USPS tracking number to your local post office and/or customs office and ask them to see if they can provide you with any additional updates about your order. If you are unable to locate your master USPS tracking number, feel free to ask us to find it for you. There usually isn't a lot that we can do to get additional updates about an international package that has already been shipped, but it really depends on where in the process your package is. If your package hasn't left the USA yet, then we can call USPS for you and try to find out why the package is delayed. If your package has left the country, then only your local post office has the ability to look up the current status.
Due to the current worldwide pandemic going on COVID-19, there can be additional delays for our international customers. The virus is causing delays for most mail carriers in the world. Postal workers getting sick is causing processing times to take longer than normal. In addition, many international flight restrictions have been put in place to protect countries from infection from visitors. This causes a problem for USPS because they rent cargo space on passenger flights. The reduction in passenger flights has caused additional delays for USPS, as they have less airplanes available than they did before the pandemic.
Q- What do I need to do if I want to make a change to my order?
A- If you have placed your order and you want to make a change, please use our contact us page and email us right away. If your order has already shipped out before we receive your email, then we will do our best to fix the situation for you as best we can. Don't worry if this happens, as we are here to help you!
Q- If I have a special request, can I ask you guys if you can do it?
A- We absolutely handle special requests for our customers on a regular basis. Please send us an email with your special request and we will try our very best to make it happen for you.
Q- Do you guys ever put on a sale?
A- Not really. We never run a site-wide sale. We believe that offering fair prices throughout the year is a good way to treat everyone fairly. We do put certain sets of dice on sale from time to time to help reduce excess inventory we may have. Occasionally we purchase a color or style of dice that we later regret and the sale/clearance section is where they end up.
Q- How often will I get an email newsletter if I sign up?
A- In our dream world we would send out 1-4 newsletters per month. We have found that life quite often gets in the way, so we are thrilled if we are able to send out 1 newsletter per month. It's an area of weakness for us and we are trying to focus more attention on newsletters.
Q- Do I need to make an account when I make a purchase? or is it okay to just use the "guest checkout"? and What's the difference between the 2 choices?
A- There aren't many major differences between checking out with the 2 methods as both will provide you with a tracking number. The advantage of creating an account will be that you can easily view your past orders and place a re-order if you want, as you can save addresses. From our side, we won't think that your any less awesome of a customer if you decide to use the guest checkout :)
Q- I placed an order and I haven't received any emails from dnddice.com. It looks like something is wrong, but I have no idea what it is?
A- Missing order/shipping confirmation emails can be caused by a few different things. The most common occurrence is that our emails have ended up in your spam box. We suggest looking in your spam box first for missing emails before contacting us. If that doesn't do the trick, then another fairly common occurrence is when a customer accidentally mistypes their email address. We have seen our fair share of emails ending in @gmai.com :) That would make our emails send out to the wrong address and not be delivered. If you haven't gotten any email confirmations from us, then please email us so that we can figure out what the problem is. We can typically find the source of the problem, or end up directly emailing you your invoice and/or tracking number.
Q- Can I suggest some products that I wish you sold on dnddice.com?
A- Absolutely! Please send us an email with what you would like us to sell and we will do our very best to make it happen.
Q- I have a product I designed myself and I would like to see if you want to sell it on dnddice.com. Will you consider selling my product?
A- Yes we definitely consider selling products made by creative people. In the past we have bought from new start up businesses and will definitely do it again. We currently work with several small 1 man operations. Please email us with information about your product including pricing and we will give it proper consideration.
Q- The question I was looking for isn't listed here. Can I request that you add my question to your FAQ?
A- In order to make our site more efficient, we need to hear your comments, suggestions, and feedback. We will certainly add a question to our FAQ if you point out something we forgot to talk about.
Q- Do you offer wholesale to businesses?
A- Yes we do. We offer wholesale pricing for many of the dice sets and accessories that we sell. Contact us for more information.
Specific International Shipping Questions
Q- I'm an international customer and I don't see any tracking updates when I check on USPS.com. What's wrong?
A- Don't worry about this problem too much. Your order is likely experiencing some delays but tracking updates should show up soon. Once in a while, USPS forgets to scan in a package which gives the appearance that your package isn't moving around, but it very likely is in normal transit.
Q- How long does delivery take for an international order?
A- Orders are shipped out via USPS First Class within 1-3 working days (Monday - Friday) of your order. Our international customers can expect to receive their packages somewhere around 2 weeks from the date of shipping. However, please be aware that the normal delivery window for international orders can be between 2-6 weeks. Most international orders seem to show up around 2 weeks from the ship date, but if your order is taking longer to be delivered, it doesn't mean there is a problem.
Q- What currency will my order be placed in?
A- Regardless of which country you are ordering from, once you order, the total will be converted to US dollars at the current exchange rate. If you want to see how much things cost in your currency, please go to the top of the home page and use the currency drop down menu to select the currency of your choice.
Q- Do you ship to my country _____ ?
A- 99% we do. We have shipped out orders to most countries in the world. If for some reason we are unable to ship to your country, we will email you and let you know and try to find a way for you to order from us.
Q- Do I need to pay a special customs charge for receiving the order?
A- You may be curious about customs fees. Each and every country has a different policies with regard to customs charges. When your order reaches the point of entry into your country, your package will pass into and through the customs department. Customs will inspect your package and determine if they need to charge you for import taxes. Not every package will be assessed an import customs duty but some might. The shipping charges that we add on to your order cover only the shipping costs that we have to pay to put your order in the mail. We do not add on or pre-charge you for any customs charges that your country might impose on your package. All of that meaning that we cannot pay for the customs charges that you might receive from your country. Any customs fees charged to you will be your responsibility to pay, and we recommend that you check into your countries import tax policy if you are concerned. While we hope that 100% of the international packages we send out will not be assessed an import tax, some might, and that is unfortunately out of our control. Feel free to email us via our contact form to ask us any questions you might have with regard to anything related to products / shipping / customs / comments & questions. We will do our very best to help you out and explain everything as clearly as we can.
Thank you for taking the time to read this FAQ and please let us know if there is anything we can do to make your shopping experience better.
DND DICE Staff
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