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About Shipping

What is your shipping policy in Quebec?

We ship orders using Canada Post within the province of Quebec

Shipping prices:


  • Greater Montreal Area:   $7.99 + tx and free with an order of $100 before taxes.
  • Rest of Quebec:                 $9.95 + tx and free with an order of $150 before taxes.

The Greater Montreal Area is defined by Canada Post. Usually are all address with postal codes H, Laval, West Island, and a portion of the South Shore.  Please note this is done by Canada Post posting rules.

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What is your shipping Policy in Ontario?

$9.95 + tx and free with an order of $150 before taxes.

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What is your shipping policy in Alberta, British Columbia and Nova Scotia?

$14.95 + tx. We don't offer free shipping to these provinces given the distance from Quebec.

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What is your policy for the rest of Canada and United States?

The shipping for Manitoba, New Brunswick, Saskatchewan, Newfoundland and Labrador,  Prince Edward, Norwest Territory, Nunavut, and Yukon Territory and United States is calculated at the checkout depending on Canada Post shipping rates.


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How long it takes to pack and ship an order?

  • Orders are typically packaged and shipped the same day. We are committed to having your order ready for shipping 1 or 2 business days after its placement. Please note that we don't ship or pack orders on Saturdays, Sundays, and Mondays as our store is closed.
  • We ship through Canada Post and we provide a tracking number. Depending on your location, packages might take from 3 to 7 business days to arrive.
  • Business days are defined from Monday through Friday excluding holidays.

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Will there be additional shipping costs?

Additional charges will be applied for items heavier than 7 kg once packed (for instance, Gloomhaven weighs around 21.4 pounds or 9.5 Kg), items with irregular shapes, or items that cannot fit into a large box.

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About Orders

Can I buy a product and ship it later?

At the moment the option has been removed from the website given we are running out of space. 
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My order was cancelled. What happened?

We reserve the right to cancel any order. If we do, we will contact you to explain why and we will find a solution together.


Chances are, the product you purchased is out of stock or damaged.

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I made an order containing pre-order items. When is my order going to be shipped?

Orders containing preorder items will be shipped once we receive all items included in that order. You can always contact us if you ever need something before, but that might create additional shipping charges. 


Please note that pre-orders arrivals are out of our control. If you have any questions you can always contact us.

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About Return Policy

How long do I have to return an item?

Our return policy is extended for 14 days after your box arrived. If 14 days have gone by since your acquisition, unfortunately, we can’t offer you a refund or exchange.

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Am I eligible for a return?

To be eligible for a return, the item must be unused and in the same condition that you received it. This means that the product must also be in the original packaging. If the plastic cover is missing or damaged, then the product cannot be returned or exchanged.


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How can I return an item?

All returns must be authorized before being shipped back to our facilities. The Dice Owl will not pay for returned shipping charges unless the return is due to our mistake.


You can use the following shipping address to return a product:


4310 Ave. Papineau, Montreal, Quebec, H2H 1S9.

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When will my refund be processed?

Once the item arrives to our store and it's verified by us, a 100% refund (excluding the original shipping charges) for all unopened merchandise will be processed.


Depending on your payment method, it can take up to 2-3 business days to receive the refund.

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About Our Physical Location

About store information

Where is the store located?

Our store is located on Ave. Papineau in Plateau!

Here is the full address:

4310 Ave. Papineau

Montreal. Quebec 

H2H 1S9



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What are the hours?

  • Monday:  Closed
  • Tuesday: 12h to 18h
  • Wednesday: 12h to 18h
  • Thursday: 12h to 18h
  • Friday: 12h to 18h
  • Saturday: 12h to 17h
  • Sunday: Closed


Hours only change during holidays. Please check the information on Google.

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What's the boutique phone number?

You can call us at +1-514-999-4581.
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Is there parking?

Yes. You can park your car in front of the store until 3:30 pm.


Also, you can find parking in Rue Marie-Anne and Rue Rachel.

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What's the closest metro station?

Papineau Metro Station from the Green Line.

Mont-royal Metro Stration from the Orange Line.

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About our Inventory and pick ups

Is your inventory in the website different to the store's inventory?

No, at all. All the inventory is synced with the same system. 

Our online stock is the same we have in the boutique.



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Can I place an order online and pick up in store?

Yes! It's very easy and the option is available at the check out.
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What form of payments do you accept in store?

Debit, Credit and TDO Gift Cards.
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Can I reserve a game and pick it up later?

Yes, you. can. You just need to call us.


However, we always prefer for you to reserve it online to avoid any confusion!

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What do I need to pick up my order?

Your order number and name.
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Can I pay my order in person?

Yes, you can. You just need to place an order and use the option to pay in boutique!

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Do you sell games in french only?

Our inventory is mixed. About 60% of our games are in English and 40% are in French.
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I can't find the game I'm looking for. Can you help me find it?

Sure, we can check with our distributors and if the game is available we can order it for you. Once we received it, we'll contct you.


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Can I return a product?

Our return policy is extended for 14 days after your purchase. 

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About Games room, loans and events

Is there a game room?

We used to have a small game room area, but due to the COVID-19 situation is now permanently closed. 

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Do you loan games?

We don't! :(


Unfortunately, we don't have the technology to keep track of it.

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Are you going to host board game nights in 2022?

Yes, that's our plan and we hope you can join us!
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About Missing components and damaged products

My game box arrived damaged

Product arrived damaged. What should I do?

We try as much as possible to pack games very carefully. 


If you have an issue with your order, please contact us at sales@thediceowl.com and we will get to an agreement.

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My game is missing components

My game is not distributed by Asmodee. What should I do?

Please contact the game publisher. Manufacturers are responsible for contents within the box and it’s their responsibility to replace the missing or defective piece(s).


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My game is distributed by Asmodee. What should I do?

Please send us pictures to sales@thediceowl.com with the missing component and pictures is possible.


We will take care of it.

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About TDO Points

VIP Tiers

Are VIP Tiers discounts permanent?

Your VIP tier status (Bronze, Silver, Gold, or Platinum) is permanent. 


However, all coupons can be used only once. 

Your status affects the point multiplier and each time you reach to one tier, you will get one free coupon (only one usage).


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Points

When are my points rewarded?

When the order is fully paid.
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About Kickstarter Products

Reservations

I am interested in a Kickstarter product. How do I know if you backed it?

We are creating a system to track this. In the meantime, you can contact us via email or messaging. 
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Can I pre-order a Kickstarted Product?

Given the nature of Kickstarter projects. We don't do pre-orders. 


However, we do reservations. Once the product arrives, we will send you the invoice before putting it in the website. 

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