Contact & Support

Refunds / Cancellations

Eligibility

• Pre-dispatch: Website orders can be cancelled for a full refund up until dispatch. Once an order is processed by a fulfillment/distribution partner, cancellation may no longer be possible.
   
• Post-dispatch: Orders that have shipped are eligible only for return under Section 2.
   
• Shipping damage: If Route Package Protection was not purchased, customers may need to pursue a claim with the carrier. Additional review may be required.
   
• Incorrect or defective items: Eligible for replacement or refund after CX review.

Timeline

• Refunds are issued to the original payment method. Store credit may be used if that method is unavailable or at the customer’s request.
   
• Once cancellation or return is confirmed by CX, refunds are processed within 5–10 business days.
   
• Original shipping charges are non-refundable unless due to company error or product defect.

Returns / Exchanges

Condition requirements

• Products must be unopened, unused, and complete (all components, inserts, and original packaging).
   
• Items not meeting these standards may be declined or refunded at reduced value.
   
• Proof of purchase (order confirmation, receipt) is required.
   
• Items purchased through retail partners or Amazon must be returned at the point of purchase per that retailer’s policy. Amazon orders follow Amazon’s return workflow.

Timeline

• Return requests must be initiated within 30 days of delivery.
   
• Approved returns must be received within 90 days of authorization.
   
• Refunds for approved returns are typically processed within 1–2 weeks of arrival and inspection.

Costs

• Customer pays return shipping unless the return is due to company error or fulfillment mistake.

Replacements (Defective / Missing Components)

Eligibility

• Customers have six months from the delivery date to report missing or defective components.
   
• Claims submitted after six months may be declined.
   

• Items must include clear photo or video evidence showing the defect, damage, or missing component.
   

• Eligible for replacement:
   
  • Components missing or defective due to manufacturing error
     
  • Items purchased new from Dice Throne or an authorized retailer
     
  • Claims with proof of purchase
• Not eligible for replacement:
   
  • Cosmetic issues (box scuffs, dings, shelf wear, minor print variance)
     
  • Paint defects or minor aesthetic variations
     
  • Individual acrylic tokens
     
  • Second-hand, used, or resold products
     
  • Requests without proof of purchase

Special cases

• Foreign-language editions and co-published products (e.g., Deadpool and certain Marvel Dice Throne titles) are handled by their respective publishers/regional partners.
   
• Full-box replacements are approved only when component replacement cannot resolve the issue.
   

Shipping & Customs
 

• Approved replacements ship free of charge.
   
• Any customs, duties, or import fees on replacements are the customer’s responsibility.

Non-returnable / Final-sale items

• Clearance, discounted, or promotional items
   
• Slam Throne bags
   
• Limited-edition or event-exclusive products
   
• Partial bundles or broken sets returned incomplete
   
• Kickstarter pre-orders and pledge rewards

Abuse prevention

Dice Throne may decline or limit returns, refunds, or replacements in cases of:

• Fraudulent/falsified claims
   
• Repeated excessive requests
   
• Deliberate damage or misuse

Contact

• Parts replacements:
  
  Individual components only. Submit via Replacement Request Form.
   
• Order issues / Returns / Refunds:
  
  Email support@dicethrone.com with subject: Order Support - [Brief Description] - [Order Number] (e.g., Order Support - Return - #DT0001 or Order Support - Missing Items - #DT0001)

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