FAQs

1. Customization

1.1 Which face of the D20 is engraved?
The engraving is placed on the “20” face only.

1.2 What engraving options can I choose?
You can choose from the options shown in the customization menu (heart symbol, initials, initials + heart, initials + date, or you can make a custom request).

1.3 Can I change my engraving after ordering?
You can make changes within the 12-hour grace period after purchase.
After that, engraving changes may not be possible.

2. Materials & Quality

2.1 Are these real stones?
Yes, gemstone dice are carved from real stone materials.
Glass variants are available for brighter, more vivid colors.

2.2 Are the dice handled with care?
Absolutely. Each D20 is custom-made, inspected, and packaged carefully to ensure the highest quality.

3. Usage & Durability

3.1 Can I roll this D20 in actual gameplay?
Yes, but we recommend using a dice tray to protect the stone and your table.
Gemstone dice are heavier and can chip if rolled on hard surfaces.

4. Production & Processing

4.1 How long does customization take?
Each die is engraved and polished by hand.
Processing time is typically 3–5 business days before shipping.
During holidays, processing may take slightly longer.

5. Shipping & Delivery

5.1 How long is shipping?
Once dispatched, shipping generally takes 7–12 business days.
During peak seasons, please allow an additional few days.

5.2 Do shipping times include processing time?
No. Processing (3–5 business days) is separate from delivery time.

5.3 Will I receive tracking information?
Yes! A tracking number is emailed once your label is created.
Please allow a few days for updates while the carrier processes the package.
You can track your order anytime here: 👉 Track your order

5.4 Can I update my shipping address?
Yes — before your order ships.
Email support@dicegs.com to update your address.
After shipping, the address cannot be changed.

5.5 Do you ship internationally?
Yes! We ship worldwide except for restricted countries.
If unsure, feel free to contact us.

5.6 Will I pay customs, duties, or taxes?

  • Customs fees vary by country.

  • We cover most customs fees in advance.

  • If your country charges extra fees on arrival, the customer is responsible.

  • If new tariffs are introduced after your order, any new fees are the customer’s responsibility.

5.7 What if my package is lost?
If your order is lost in transit, we will send a free replacement.
If the replacement faces delivery issues, the customer must follow up with the carrier.

5.8 What if my item arrives damaged?
Contact us within 48 hours at support@dicegs.com
Keep all packaging and photos for claim purposes.

6. Returns, Refunds & Cancellations

6.1 Can I return a customized D20?
Custom-engraved items are final sale, unless they arrive damaged or defective.

6.2 What items are eligible for returns or refunds?
Eligible:

  • Items that arrive damaged or defective

  • Non-custom items in unused, original condition

Not eligible:

  • Custom-made items (unless defective)

  • Orders shipped to an incorrect address provided by the customer

  • Used, altered, or damaged items

  • Buyer’s remorse

6.3 What is the return window?
Customers have 7 days after delivery to initiate a return.

6.4 What is the window to report damage or defects?
You must contact us within 2 days of delivery.

6.5 Can I cancel or modify my order?
Yes:

  • You have a 12-hour grace period to cancel or modify your order.

  • If unfulfilled, we may still be able to cancel it after 12 hours.

  • Once shipped, no changes or cancellations can be made.

7. Customer Support

Email: support@dicegs.com
Phone: +1 (613) 696-8736
Hours: 9:00 AM – 6:00 PM (EST), Monday to Friday
We typically reply within 24 hours.