Shipping & Returns
WE ARE PROUD TO OFFER A 30-DAY SATISFACTION GUARANTEE
We want our customers to be 100% satisfied with every purchase they make from Kraken Dice. That is why we offer a 30-day return policy on all in-line items that are unused, are in brand new condition, and come back with their original tags and packaging. Items that are returned beyond 30 days or that do not have the original receipt will be eligible for Store Credit only. 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 of 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 to or better than what we sent to you.
International Shipping and Customs
Kraken 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.
Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
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 on how to return items from your order.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
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: Download our standard Return and Exchange form here
Step 2: Pack your item and the completed Return and Exchange Form 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 equal or greater quality than it was shipped.
Step 3: Create a shipping label with the "Ship To" address as follows:
Kraken Dice ATTN: Return Department 739 Design Ct Suite 503 Chula Vista, CA 91911We recommend shipping via FedEx or USPS, but we certainly will allow you to use whichever shipping method is most convenient for you.
Step 4: Once you have a Tracking number for your shipment, please email this information, in addition to your name and order number, to support@krakendice.com. 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, we will refund your money using the method which you originally paid. If the item is being sent back for an 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.
If you have any questions regarding our return/exchange process, or if you would like to inquire to see if your purchase qualifies for a return or exchange, simply email at support@krakendice.com
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.
Kraken Dice 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 Kraken Dice. A processed order usually ships within three to five business days unless otherwise noted. Items ship directly from California via USPS (Mail) and partner with 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 Kraken Dice 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 Krakendice.com as an acceptable sender to avoid any potential issues. Any changes to the delivery address must be requested prior to emailed shipping confirmation. Krakendice.com will not be held liable for undelivered items due to a change of address.