FAQ

Avez-vous des jeux en français?

 

I can't find the game I'm looking for. Can you help me find it?

 

What is your shipping policy (Quebec, Canada, USA)?

 

How does your free delivery work (Montreal)?

 

What is the minimum order amount to qualify for free delivery?

 

How does a pre-order work?

 

What is your refund/return policy?

 

Do you have a pick-up location?

 

My game is damaged or it's missing pieces. What should I do?

 

How are the taxes calculated on your products?

 

 

  

 

 

Avez-vous des jeux en français?

Bien sûr! Vous pouvez tous les retrouver sur cette page. Si vous ne trouvez pas le jeu que vous cherchez, contactez-nous et nous le trouverons pour vous!

I can't find the game I'm looking for. Can you help me find it?

Of course we can! We are adding games to our inventory every day.

You can contact us right here to tell us which game you are looking for and we will find it and give you a price in a few minutes. 

What is your shipping policy?

We are glad to inform you that we adjusted our shipping prices and are now offering the following rates depending on your location:

$9.95 + Taxes

Quebec, Ontario

QC – ON – MB

$11.95 + Taxes

Alberta, British Columbia, Manitoba, New Brunswick, Nova Scotia and Saskatchewan*

AB – BC – SK - NB – NS

$14.95 + Taxes

Newfoundland and Labrador, and Prince Edward

NL – PE

$19.95 + Taxes

Norwest Territory, Nunavut, and Yukon Territory

NT – NU – YU

$ 19.95 **

United States

*Please note that certain places don’t qualify for our standard shipping rates. We will notify the affected customers.

** Some small items qualify for Small Item Shipment to the USA, which is normally cheaper than our regular Flat Shipping Rate. These rates will appear at Checkout   

  • Orders are typically packaged and shipped the same day. We are committed to have your order ready for shipping 1 or 2 business days after its placement.
  • We ship through Canada Post - Expedited Parcel service 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.
  • 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) or items that cannot fit into a large box.

We are trying really hard to be more competitive and we are sure that these rates will improve in the future. We promise to keep working to give you the best prices.

How does your free delivery work?

We usually offer two day delivery to all our customers located in Montreal on orders over 20$ (plus taxes). However, take the following points into consideration:

Depending on our daily demand, a delivery can be done the day of purchase or the following day unless the customers specifies otherwise.
Local deliveries are scheduled based on our availability and our customer’s requests.
Orders with the shipping method: “Free local delivery on Montreal” should receive one email or SMS requesting a time frame for the delivery. It can take up to one hour for this notification to arrive.
We are available for deliveries between 8:00am and 9:00pm.
The free delivery area includes Montreal as well as l'Île des Sœurs.
Locations in Laval, Repentigny, or South shore (such as Boucherville, Longueuil, Brossard, or Vaudreuil-Dorion) might qualify for free delivery and should be visited during weekends.
If you live in one of the previous mentioned areas, please contact us in advance so we can find a solution for you.
Remember that you can also use your work address and we will be happy to deliver your game there.
If needed, we can hold on to the game up to 14 days after purchase.

What is the minimum order amount to qualify for free delivery?

It is 20$ before taxes. 

How does a pre-order work?

 New games are often available for pre-order a few months or weeks before their official release. When a game is available for pre-order, it will be on this page. You can purchase the game and we will arrange the delivery/shipping with you as soon as we receive the game. 

Please note that the arrival date is an estimate and is out of our control. You can always visit the "Coming This Month" page in the top menu for more information about your game's status. 

What is your refund/return policy?

  • Return

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

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.

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.

Please note that, due to distributor restrictions, all Days of Wonder, Mayfair Games, Wizards of the Coast & Avalon Hill products that have minor damage (dent packages, small holes in the plastic, etc.) will not be considered returnable for damage on the box.

To complete your return, we require a receipt or proof of purchase.

  • Refund

100% refund excluding the original shipping charges for all unopened merchandise.

No refund for opened items

Please remember that returned items should arrive with your full name, address and your original order number. Returns should be sent to:

The Dice Owl
1903 Alexis-Nihon Boulevard
Saint Laurent 
Quebec, Canada 
H4R 3A7

Do you have a pick-up location?

In case of selecting local pick-up, you should receive an email or SMS requesting a time frame to pick-up your game. It might take up to one hour for this notification to arrive.

Once the time is set, we can either meet at Côte-Vertu metro station or at this address:

The Dice Owl
1903 Alexis-Nihon Boulevard
Saint Laurent 
Quebec, Canada 
H4R 3A7

Pick-ups are usually available any day of the week from 8:00am up to 9:00pm. You will need to book an appointment.

My game is damaged or it's missing pieces. What should I do?

We try to deliver our products in their best possible condition and packaging. However, if there are missing components found within your game, 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).

 How are the taxes calculated on your products?



Canadian taxes are calculated as follow:

  • We charge the GST, HST and QST depending on your province.
  • Examples:
    • Quebec 14.975%
    • Ontario 13%
    • Alberta 5% 

We do not charge taxes for U.S. Residents, but please be aware of potential duty and extra taxes charged by the US government.