FAQ

Do you have a store?

 

What are the store hours?

 

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 in Canada?

 

What is your shipping policy to the United States?

 

How does your free delivery work?

 

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

 

How does the "Hold my items (ship later)" shipping option work?

 

How does a pre-order work?

 

What is your refund/return policy?

  

Can I still pick up my order in Ville St. Laurent?

  

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

 

How are the taxes calculated on your products?

 

Do you have a store?

Yes, we do!  This is the address:

4310 Ave Papineau

Montreal, Quebec

H2H 2S9


The store hours are:

Monday - Sunday: Closed

Tuesday - Wednesday: 11h - 19h

Thursday - Friday: 11h - 21h

Saturday: 11h - 17h 

 

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:

Montreal Island

$5.99 + taxes (orders lower than 30$) 

$3.99 + taxes (orders lower than 100$)

FREE (orders over  100$)

Montréal

$9.95 + Taxes

or

FREE
(Orders over 150$)

Quebec, Ontario

QC - ON

$11.95 + Taxes

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

AB – BC – SK - NB – NS - MB

$14.95 + Taxes

Newfoundland and Labrador, and Prince Edward

NL – PE

$19.95 + Taxes

Norwest Territory, Nunavut, and Yukon Territory

NT – NU – YU

Calculated**

United States

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

** Shipping will be calculated during Check-out. Some small items qualify for Small Item Shipment to the USA, which is normally cheaper than the regular Shipping Rate. 

  • 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), items with irregular shapes, or items that cannot fit into a large box.
  • You can use the "Hold my Items" as a delivery method. We will hold your items until you tell us to ship. You can write us an email (sales@thediceowl.com), contact us on Messenger or add a note to your order.
  • We reserve the right to cancel any order. If we do so, we will contact you to explain why and we will find a solution together. 

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.

What is your shipping policy to the United States?

  • Shipping rate will be calculated during checkout.
  • A package will be shipped using Canada Post or Purolator with tracking number.
  • Orders typically take 1 business day to be packed and shipped.
  • Canada Post takes between 4-8 business days to deliver the package depending on the location.
  • You can check the USD/CAD currency converter in here
  • We will make sure that the product arrives in good condition or we will do an exchange or full refund via PayPal according to our return policy
  • Hablamos Español

How does your free delivery work in Montreal?

We usually offer two day delivery to all our customers located on Montreal Island.  However, take the following points into consideration:

  • The Service will be a combination of Canada Post, a Local Delivery Company and Dice Owl Delivery. 
  • 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 being delivered by Dice Owl Delivery should receive one email or SMS requesting a time frame for the delivery. It can take up to one day for this notification to arrive.
  • Order delivered by Canada Post will receive a Tracking Number 
  • The free delivery area includes Montreal as well as l'Île des Sœurs.
  • Remember that you can 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?

  • Montreal: $100 before tax
  • Quebec & Ontario: $150 before tax

How does the "Hold my items (ship later)" shipping option work?

You can use this shipping option when you want to order something today, but not pay the shipping with that order. This can be because:

  • You already paid for shipping for an order that has not yet been shipped and you want both your orders to be shipped in the same box
  • You plan on placing another order later and pay for the shipping on that order. 
  • You are trying to get free shipping in Ontario or Quebec (150$) by combining multiple orders.

In all cases, you NEED to contact us when you want your orders to be shipped. If you haven't paid for shipping already, you can go right here to do so

When you place an order, there is a space to leave us a note. You can also use that space to communicate with us. 

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. 

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. 

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
4310 Ave Papineau
Montreal
Quebec, Canada 
H2H 1S9

Can I still pick up my order in Ville St. Laurent?

Yes, definitely.  During no store hours, we can arrange a pick-up for our West Island Customers.  

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.