Shipping policy

Commitment to Excellence in Shipping

"At DND DICE, our reputation for rapid and dependable shipping often outshines even our exceptional dice. We're dedicated to ensuring your online shopping experience is second to none, marked by swift and precise shipping. Our commitment extends beyond mere delivery – we aim to provide an unparalleled unboxing experience that reflects the high quality of our brand."

General Shipping Information

Order Processing and Total Transit Time

Processing Time: The time taken for order processing – including picking, packing, and label printing – typically ranges from 1 to 2 business days. Many orders are shipped out the same or next business day. While processing delays are rare, they can occur and could extend the total transit time.
Total Transit Time Calculation: The total transit time for an order is the sum of our processing time and the carrier's delivery time.

Order Processing Delay Disclaimer

Unforeseen Circumstances

At DND DICE, we pride ourselves on efficient order processing and swift shipping. However, there are rare occasions when unforeseen circumstances may cause delays in processing orders. These include, but are not limited to:

Staff Shortages & Sickness: Unexpected staff shortages or illnesses can impact our processing speed.
Worldwide Pandemics: Global health crises can lead to operational disruptions.
Acts of God & Natural Disasters: Events such as earthquakes, floods, and fires, which are beyond our control.
Extraordinary Events: Unusual occurrences such as monster invasions, goblin attacks, or dragon encounters.
Other Unpredictable Factors: Any other unforeseen events not specifically mentioned.

Business Days

Definition: Business days are weekdays (Monday through Friday), excluding public holidays and weekends. Shipping and processing occur only on these days, and this should be considered when estimating delivery times.

Origin of Shipment

Location: All orders are dispatched from our warehouse located in Niles, IL 60714. The transit time largely depends on the distance between our warehouse and the delivery destination.

Shipping Method Selection

Domestic Economy and Free Shipping USA

Carrier Selection: For both the domestic economy option and free shipping USA, we reserve the right to choose the most appropriate shipping carrier and method.
- Domestic Economy: Typically UPS Mail Innovations or USPS Ground Advantage.
- Free Shipping USA: Options include UPS Mail Innovations, USPS Ground Advantage, USPS Priority Mail, UPS SurePost, or UPS Ground.

Objective

Our primary goal in selecting a shipping method is to balance cost-effectiveness with reliable and prompt delivery. This decision is based on various factors, sorted alphabetically for funsies:

Carrier Pickup Times: Aligning with carrier schedules to minimize delays.
Cost: Selecting the most cost-efficient method while ensuring quality service.
Destination Specifics: Some areas may be exclusively serviced by USPS.
Package Weight: Choosing the suitable shipping option based on package weight.
Potential Carrier Delays: Monitoring current carrier performance to avoid known delays.
Proximity to Warehouse: Distance between our warehouse in Niles, IL 60714, and the delivery destination.

Shipping Options: Detailed Overview

USPS Ground Advantage

Transit Time: 2-5 business days.
Insurance: Not included.
Details: Fully managed by USPS, this service provides reliable ground shipping across the USA.

USPS Priority Mail

Transit Time: 2-3 business days.
Insurance: Included.
Details: A quicker option within USPS, suitable for customers needing faster delivery.

UPS Mail Innovations

Transit Time: 2-6 business days.
Insurance: Not included.
Details: A collaborative service between UPS and USPS, offering the sorting efficiency of UPS with final mile delivery by USPS.

UPS SurePost

Transit Time: 2-7 business days.
Insurance: Included during UPS custody; not covered when handled by USPS.
Details: Combines UPS's sorting capabilities with possible final delivery by either UPS or USPS, subject to UPS’s discretion.

UPS Ground

Transit Time: 1-6 business days.
Insurance: Included.
Details: A well-balanced option, UPS Ground provides dependable ground shipping across the USA.

UPS 3 Day Select

Transit Time: 1-3 business days.
Insurance: Included.
Details: An expedited service ensuring delivery within 3 business days, ideal for more urgent shipments.

UPS 2nd Day Air

Transit Time: 1-2 business days.
Insurance: Included.
Details: A rapid option for time-sensitive shipments, guaranteeing delivery within 2 business days.

UPS Next Day Air

Transit Time: 1 business day.
Insurance: Included.
Details: The fastest shipping option available, providing next business day delivery for the most urgent needs.

Shipping Insurance and Service Guarantees

UPS Services and Insurance Coverage

While our UPS services can include insurance, it's important for our customers to be aware of certain exceptions, particularly during peak times of the year.

Disclaimer on Expedited Air Shipments

Non-Guarantee Periods: There are specific times, often during high-demand seasons or extraordinary circumstances, when UPS does not guarantee the timeliness of their expedited air shipments. This includes services like UPS 2nd Day Air and UPS Next Day Air.
Impact on Insurance: Although insurance coverage remains intact for the safety and security of your items, the time-sensitive guarantee typically associated with these expedited services may be suspended during these periods.
Customer Notice: We strive to inform our customers in advance that these non-guarantee periods exist. However, it's always advisable to check with UPS directly for the most current information regarding their service guarantees.

Our Commitment

Transparency and Support: We are committed to providing transparency about these limitations and offering support to our customers in choosing the best shipping option based on their needs and the current operational status of our shipping partners.

Disclaimer: Carrier Delays

Understanding Carrier Delays

In the world of shipping and logistics, delays can occur due to a variety of reasons outside our control. These delays, when they happen, are often related to the operations of the shipping carriers we partner with.

Our Stance on Carrier Delays

No Responsibility: Please be advised that DND DICE is not responsible for any delays caused by the shipping carriers. While we choose our shipping partners carefully and aim for the most reliable and efficient service, there are circumstances beyond our control that can lead to delays in transit.
Examples of Carrier Delays: These can include, but are not limited to, weather conditions, logistical disruptions, staffing issues at the carrier level, or technical problems within the carrier’s network.

What We Do

Monitoring and Communication: We actively monitor shipping progress and will do our best to communicate any known delays. However, our ability to influence or expedite shipping once it is in the carrier's hands is limited.
Customer Support: Our customer service team is available to provide assistance and information, but they are not able to expedite the shipping process once the package is with the carrier.

Appreciation for Patience: We appreciate your understanding and patience in the event of carrier delays. We know that timely delivery is important and always aim to select shipping options that minimize potential delays.

Our Approach to Packaging

Branded Bubble Mailers

At DND DICE, we believe even packaging should reflect the quality and excitement of our products. That's why most orders are shipped in our specially designed, branded bubble mailers. These aren’t just any mailers; we’ve crafted them to look exceptionally cool – or at least, that’s what we think!

When Boxes are Used

For certain orders, where appropriate, we switch to using boxes. This decision is based on the size, weight, and nature of the products to ensure their safe and secure delivery.

Commitment to Sustainability

Sustainability is at the heart of our packaging choices. We strive to use recyclable materials whenever possible, aligning our packaging practices with our commitment to the keeping Terra around a little longer.

Custom Packaging Requests

We understand that sometimes, you might have specific packaging preferences. While we are always open to hearing your requests and will do our utmost to accommodate them, please be aware that we cannot guarantee that all requests can be honored. Our ability to fulfill these requests may be limited by practical considerations.

Contact Us

If you have any specific packaging needs or requests, please don’t hesitate to contact us at sales@dnddice.com. We’re here to make your experience with DND DICE as personalized and satisfying as possible.

International Shipping

Introduction to Our International Shipping Services

We're delighted to offer international shipping to our customers around the globe. The majority of our international shipments are handled by Asendia, our preferred carrier due to its balance of cost and reliability. Asendia provides various shipping options to meet different needs. Additionally, for certain countries, we offer USPS First Class International shipping and DHL Express for those requiring expedited service.

Shipping Options (Transit times are not guaranteed)

Asendia

Transit Time: Typically 2-4 weeks with an average delivery time of 2-3 weeks.
Insurance: Not included.

USPS First Class International

Transit Time: Generally 7-21 business days.
Insurance: Not included.

DHL Express

Transit Time: On average 1-2 weeks, dependent on proximity to the U.S.
Insurance: Included.

Tracking Information

Full Tracking: All three options - Asendia (except their No Tracking option), USPS First Class International, and DHL Express - include tracking updates.
Economy - No Tracking: This budget-friendly option from Asendia is only offered to certain countries. It offers full tracking updates while the package is in the USA. However, once the package leaves the USA, further updates will not be available. Some countries may receive one final update upon entry into customs, but this is not guaranteed. There will be no delivery confirmation update.

Customs Charges

EU and UK VAT

VAT Collection: Our website is registered with both the EU and the UK, allowing us to charge VAT at checkout. This facilitates a smoother customs process, as VAT is pre-paid.
In Case of Customs Hold: If customs attempts to charge VAT again, please contact us for an invoice copy indicating pre-payment. Should customs not waive their charge, we will refund the VAT amount we collected, subject to proof of payment, to avoid double taxation. Note that we cannot cover any excess amount beyond what was charged by our website.

Customs / Duties / VAT

Charges: For certain shipments, additional fees to receive an order may be applicable. If we are unable to pre-charge for these taxes, customers will be responsible for paying these charges to customs directly. In the instances where we pre-charge for import taxes, we will collect & remit these taxes directly to the recipient country. There are instances where customs may attempt to collect import taxes in excess of those we pre-charged. The amount of import fees & taxes is determined by a countries customs office and are subject to change at any time. DND DICE has no control over nor takes responsibility for when import taxes are charged or how much they are determined to be. There is a minimum order value that when hit, will trigger import VAT fees. This threshold will vary per country and is subject to change at any time. Additionally, when orders reach certain higher value thresholds, some countries impose additional duties on shipments. The customer is fully responsible for paying all import fees, taxes, VAT, and duties when applicable.

Service Limitations

Restricted Countries: Due to various constraints, there are some countries we are unable to service, currently including Russia and Ukraine.

International Transit Delays

Understanding Potential Delays

While we endeavor to meet the average or normal delivery times for international shipments, there are instances where delays occur due to factors beyond our control. It's important for our customers to be aware of these potential issues, which can affect transit times.

Causes of Transit Delays

Sorting Center Issues: Closures or delays in sorting centers can significantly impact delivery times.
Restricted Air Travel: Limitations relating to cargo shipments, often due to international regulations or logistical challenges, can cause delays.
Customs Delays: The process of passing through customs can vary greatly, and unexpected delays can occur.
Delivery Carrier Delays: The final leg of the delivery process can be affected by the carrier’s internal issues or external factors.
Global Crises: Events like worldwide pandemics or wars can disrupt shipping routes and schedules, leading to delays.
Other Unforeseen Circumstances: Various other global or local events can also contribute to delayed shipments.

Our Commitment During Delays

We understand the frustration that delays can cause and are committed to providing timely updates and support during these periods. Our customer service team is available to assist with any concerns or questions regarding delayed shipments. We appreciate your patience and understanding as we navigate these challenges together.

International Shipments: Customs Issues

Handling Customs Delays

International shipments can sometimes encounter delays or issues when passing through customs. It's important for customers to be aware of how such situations are managed and their role in resolving them.

Customs Holds

Problem Declaration: If customs identifies a problem with a shipment, it will not proceed to the delivery phase until the issue is resolved.
Notification to Recipient: Customs typically informs the recipient of the issue. This may be through a direct call, but more commonly, a physical note is left at the recipient's address. This note serves as an alert that the recipient should contact customs to address the problem. Issues with customs are almost always listed as an update on the tracking link page. Checking the tracking link page for updates is the best way to be made aware of delivery problems.

Policy of Customs Offices

Holding Period: Most country's customs offices will hold packages with issues for 3-4 weeks.
Uncontacted Shipments: If the recipient does not contact customs within this timeframe, customs may either dispose of the package or return it to the sender.

Customer Liability and Responsibilities

Regular Tracking: We strongly advise recipients of international packages to regularly check their tracking links for updates.
Immediate Action: Upon noticing a problem, it is crucial to either contact us or reach out to customs without delay.

Responsibility and Outcome of Neglect: If a customer does not monitor their tracking link, fails to inform us of any issues, or does not contact customs during the 3-4 week window, they bear responsibility for the outcome of the package.
Remedies: In such cases, we may, at our discretion, offer remedies to the customer. However, the availability and nature of these remedies will depend on various factors, including the specifics of the situation and the actions taken by the customer.

Tracking and Delivery Updates

Proof of Delivery

When a package is marked as "Delivered" by the shipping carrier, we consider this as confirmation that the shipment has been successfully delivered. This status is our primary indicator that your order has reached its final destination.

Packages Marked Delivered But Not Received

Possible Scenarios

Early Marking: The package may have been marked as delivered prematurely by mistake.
Loss or Theft: The package could have been lost or stolen after delivery.

Recommended Actions

Check Within Household: Ask other members of your household if they have received or stored the package without informing you.
Inquire with Neighbors: Sometimes packages are mistakenly delivered to neighboring addresses.
Contact Local Post Office: With your tracking number in hand, call your local post office to inquire if your package is there awaiting pickup. If you are not sure what your tracking number is, please contact us and we will be more than happy to assist.

Waiting Period

Observation Time: We recommend waiting up to 5 business days from the date of marked delivery before becoming concerned about the package being lost or stolen.

Contacting Us

After 5 Business Days: If none of the above steps yield results and 5 business days have passed, please contact us for assistance.

Remedies for Non-Received Deliveries

Our Approach

We are not responsible for replacing packages that are marked delivered by the shipping carriers but are lost or stolen. If a package is lost or stolen after delivery has been successfully completed, please reach out as we will check if the package has insurance, and file a claim on your behalf if so. In cases where a package is marked as delivered but has not been received, we will assess the situation and, at our discretion, may offer certain remedies. These solutions depend on various factors and the specifics of each case.

Possible Remedies

Reshipment: We may offer to reship the order. The cost of shipping for the reshipment may be covered either by us or the customer, depending on the circumstances.
Refund: Partial or full refunds may be offered, which may or may not include the original shipping costs.
Credit: Alternatively, we might provide a credit in the form of a gift card to be used for future purchases on our site.

Disclaimer: Responsibility for Address Accuracy

Importance of Correct Address Information

Providing accurate shipping address information is crucial when placing an order. Errors in address details can lead to various complications, including non-delivery, incorrect delivery, or loss of the package.

Types of Address Errors

Address mistakes can vary and include, but are not limited to:

Misspellings: Incorrectly spelled street names, cities, or recipient names.
Incorrect Information: Wrong house or street numbers, city, state, province, zip code, or country.
Missing Details: Omitted recipient names, unit/apartment/suite numbers, or other critical information.
Fake Names: Using character names or fake names as recipient names.
- While we understand and appreciate the humor in shipping orders to a character or fake name, we strongly advise against it. Postal carriers may choose not to deliver, hold, or even dispose of orders addressed to fake or incorrect recipient names. While we will ship orders with such names and won’t hold these orders back, we want to make it clear that we will not take responsibility for any lost or stolen packages due to incorrect or fake recipient names. The delivery risk for orders with these names lies entirely with the customer.
Unmentioned Mistakes: Other types of errors not explicitly listed here.

Customer Responsibility

If an order is placed with an inaccurate shipping address, the customer is fully responsible for any potential non-delivery, incorrect delivery, or loss of the package.

Address Modification Process

Before Dispatch

Correction Window: Address modifications are only possible before the order is dispatched. This includes cases where a shipping label is generated but the order is still in our warehouse awaiting carrier pickup.

After Dispatch

Post-Dispatch Changes: Once an order has entered the mail stream, we are unable to recall it or make any changes to the address. Modifications are strictly possible only while packages are in our warehouse.

Our Commitment

Assisting with Address Changes: We will do our best to accommodate address changes notified to us before dispatch. This involves attempting to locate and relabel the package with the updated address information, subject to the timing of the notification and our operational capacity at that moment.

Contact Us

Feel to reach out to us at sales@dnddice.com with any questions, as we are here to help in any way that we can.