Shipping & Returns FQA

Shipping and Returns

Thank you for shopping at HNCCESG Dice. We've compiled some frequently asked questions to ensure your shopping experience is as smooth as possible. If you have any questions, please feel free to contact us.

FQA

Q: What payment methods are supported? Where else can I buy dice, and how do I write a product review?

A1：Currently, we only accept PayPal payments. We plan to add more payment options in the future.

A2: You can purchase our products on our Shopify store or Amazon platforms. We have stores on both Amazon US and Amazon Germany. If you prefer Amazon, you can shop directly on that platform. To leave a review, visit the product page and click “Write a Review” below the product title. Thank you for your support and feedback!

Q: Do you offer customization or bulk purchasing services?

A: Yes, we welcome bulk orders from businesses and support custom product development. Custom items are non-returnable. Thank you for your support!

Q: How are shipping fees calculated? What are estimated delivery times? Where do items ship from? Can I choose alternative shipping methods for faster delivery? Can I track my order?

A1: Free shipping applies when your order meets the minimum threshold for your country. US Orders: Base shipping fee is $4.98 per item, with an additional $1.98 per extra item. Other Countries: Base shipping fee is $6.98 per item, with an additional $1.98 per extra item. You can view specific costs by adding your shipping address at checkout.

A2: Orders typically ship within 1-2 business days. Our primary shipping origin is East Asia. Delivery times vary by region and shipping method, with estimated arrival within 10-20 days. We also ship from overseas warehouses (e.g., Amazon fulfillment centers), significantly reducing transit times. Regardless, we will make every effort to ensure your DND dice set arrives as quickly as possible.

A3: Expedited shipping is available for customers in the United States, Germany, or other EU countries. Please contact us to discuss your specific requirements, and we will do our best to accommodate them. Expedited shipping may incur additional fees.

A4: All packages include tracking. After your order ships, you can track it using the link in your order confirmation email. Alternatively, copy and paste the tracking number into the universal tracking website: https://www.17track.net查询

Q: Can I change the shipping address after placing an order? How long does order processing take? How do I return an item?

A1: Once shipped, the delivery address cannot be changed. All items in stock are typically shipped within 1-2 business days. Custom orders or bulk purchases require approximately 1-3 weeks for processing before shipment. Rest assured we will deliver on schedule. For any order inquiries, please email me for detailed updates. 2: We accept returns within 14 days of delivery. For non-quality-related returns (e.g., change of mind), you are responsible for return shipping costs based on your selected carrier. Only unopened, undamaged, non-customized items qualify for return. Always request a return authorization before shipping back items. Refunds will be processed within 3-5 business days after receiving the returned item.

Please note: Shipping fees are non-refundable, and you assume all risks of loss during the return process.

Q: Can I get a refund if my package shows as delivered but is missing? What if it's returned? Why hasn't the status updated after the post office received it?

A1: No. We assume no responsibility for loss or theft after delivery.

A2: No. When the tracking status shows “Returned,” delivery failure is typically due to: incomplete/incorrect/undeliverable address, customs clearance failure, unpaid duties/taxes, etc. Buyers (especially European buyers) must closely monitor tracking and promptly address issues. Otherwise, the carrier may destroy the package, making it unrecoverable for both parties.

A3: While national postal services cover every corner of the country, package status updates may be delayed. During international transit, updates may not appear until the parcel enters the destination country. For example, a package might show no activity for four days but still arrive within seven days. If delays occur due to flight waiting times, longer status gaps may occur.

For any of these logistics situations, you may contact the carrier at any time to investigate and seek assistance. We can provide carrier contact details upon request.

Q: Who is responsible for import duties and VAT?

A: Buyers must independently verify and comply with local tax and import regulations. EU customers please note: New tax regulations effective July 1, 2021, have eliminated the €22 tax exemption threshold. You must closely monitor logistics status to ensure timely customs clearance. Buyers bear full responsibility for delivery failures resulting from delayed tax payments, and no compensation will be provided for such losses.

Please note: Your country's customs may not promptly notify you of tax payments (even for minimal amounts), depending on their handling procedures for international parcels.

If taxes are not paid promptly (even for minimal amounts), the parcel will be returned to the carrier and ultimately destroyed. Neither party will receive the parcel. We assume no responsibility for such losses. Please check the logistics status frequently to avoid losses.

For any inquiries, please contact us at

 hnccesg@gmail.com or hnccesg_service@163.com.