Kraken Dice works hard to ensure that every customer’s dice order is 100% complete and meets our quality standards. Even with this in mind, sometimes mistakes can happen or errors will slip through the cracks, and when that happens Kraken Dice will do everything we can to rectify the error.
Each set of original design Kraken Dice is hand checked to ensure that what we are sending to our customers meets our quality control standards. We strive to ensure that every set of dice that leaves our lair is functionally usable right out of the bag, this means that your dice set should not have any heavy gouging or excessive paint that makes the numbers illegible, be complete based on piece count ordered, and be the correct set you ordered. If for some reason you receive a set of Kraken Dice that we missed the mark on, please contact firstname.lastname@example.org immediately, following the other instructions listed on your included invoice, so we can make sure that you we make any errors right as quickly as possible.
Our quality control and piece replacement process will not cover small surface scratches (as this is a result of the natural polishing and finishing process), small amounts of missing or excess paint, acceptable number or logo alignment on dice faces’, or other cosmetic defects that do not affect product functionality.
If you receive damaged pieces or are missing dice from your order, Kraken Dice offers several options available to you in order to rectify the problem.
Simply contact email@example.com with pictures of your dice, your order number, and a brief explanation of your concerns and you will have several different options to make it right:
First, a replacement for the error or missing item may be shipped out to you on its own. Due to system integrations these replacements are sent via normal mail and may not contain tracking information.
Second, you may opt to take advantage of a store credit on a future order, and for the replacement dice to be included in that package, which are sent within our normal system and include 1st class postage. Just comment on the next order the arrangements made with customer service and the items to be replaced.
Third, an appropriate refunded or store credit relative to the cost of the unsatisfactory or missing item.
While Kraken hopes to avoid these circumstances in the first place, should either of these situations occur, we offer multiple options in order to reach a solution that each and every customer can be happy with based on their preference of resolution.
Kraken is also very happy to announce the introduce the soon to be implemented Limited Lifetime Warranty. While we do not have the full list of details at this time, the basics will be that Kraken will replace any dice or dice set that ever breaks due to normal wear and tear or manufacturing defect. Whether it is 6 months or 6 years, one die or a whole set, just provided proof of purchase, pay shipping or have it included in your next order, and we will replace it with no other cost to you. If we no longer have the pieces from the set that you need a replacement for, we will replace it with something new!
Additionally, and not entirely unrelated, if you own an evil cat or a playful dog, who has decided they need one of your die more than you do, we will also (generally heavily in your favor) consider a courtesy replacement (when available) of any damaged or pilfered die that causes your normally regal and beautiful Kraken Dice set to be left incomplete. We love gaming and our customers and just want everyone to be able to continue to enjoy their dice and games for as long as possible!
***Factory Inspected dice sets are new dice sets that will come in their original packaging. They have all been 1st level inspected by the manufacturer, which is the industry standard for all other resellers, and may include sprue marks, uneven paint, scratches and small dents. Blemishes, acceptable excess or sparse paint and small scratches or dents are not considered defects and will not be eligible for replacement, the great news is, they do not affect the functionality of the dice or your game play. Any broken, damaged, incomplete, missing, or duplicated items will still be covered under our normal policies. ***