TLast Updated: May 20, 2025 PST
RETURNS POLICY
We stand by our product and offer a 30-day money-back guarantee.
If you are not fully happy with the goods you have received, you can return them to us within 30 days of receiving your order.
To be eligible for returns,
Products must be undamaged.
Products must be not used.
HOW DO I RETURN MY ITEMS?
You have up to 30 days to start your return from the moment you receive the item. Please include the original packaging with your return.
PLEASE NOTE
We offer free returns for the following situation：
1）Logistics abnormality: No updates for more than 15 days.
2）The product has major defects or quality problems.
For other return claims, the customer will cover the return shipping cost.
FOLLOW THESE STEPS TO REGISTER YOUR RETURN
You can send the following information to the service@dicefactorys.com email address
1）Your name
2）Order number
3）Site photo of the product
4）Reason for return customer service after receiving the information
We will verify the information with you as soon as possible and refund the goods within 48 hours of receiving the information.
RECEIVED A FAULTY ITEM?
We’re sorry to hear you have received a faulty items. We will be able to facilitate a free return for you if this is needed regardless of your location. So that we are able to assist you in the best way possible please contact our support team through service@dicefactorys.com with the following info:
1）Your name
2）Order number
3）Take product photos
4）Describe the problem that occurred with the product
REFUNDS
1）You may receive an advanced refund, where we will issue the refund after you dropped off your return package. If the items were not returned or the returned items do not pass quality inspection, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.
2）You may receive an instant refund, where we will issue the refund before you have returned the items. If the items were not returned or the returned items do not pass quality inspection, we may charge your original payment method. The instant refund will be granted based on your shopping history and at our sole discretion.
3）For refunds of returned items, we will process your refund after the items are received and pass quality inspection.
4）Please note that if the returned item is used, damaged, missing parts/accessories, or was damaged due to improper packaging during return shipping, the refund will be reduced to compensate for the lost value of the item.
5）Refunds of missing items: Find the corresponding order in the support center, then select “missing item/parts” to apply for a refund, or contact customer service/the seller for help.
6）Refunds of a package showing as delivered but not received: Find the corresponding order in the support center, then select “package shows delivered but not received” to apply for a refund, or contact customer service/the seller for help.
7）Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee and import tax are not refundable if your return is not a result of Foxnone or the seller’s fault. The insurance costs, if any, are also non-refundable. The sign on delivery fee, if any, is not refundable if the items have been delivered successfully.
8） You can choose to accept Foxbone credits instead of a refund to the original payment method.
Refunds to Foxbone credits are faster than your original payment method.
Foxbone credits have no expiration date.
Refunds to Foxbone credit typically cannot be reversed once they are processed.
Typically, Foxbone credits cannot be redeemed for cash and can only be used for purchases on Foxbone.
For more information about Foxbone credits, please visit: About credit balance.
REFUND TIMELINE
Once the refund is processed, your financial institution will need additional time to have it reflected in your account. Refer to the following table for more details.
IMPORTANT NOTICE
1）The address attached to your package is NOT the return address you should use. If you send the return package to any other address, the processing time for your return may be delayed. You should send the return package to the address on the return label provided with your purchase.
2）Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned and we do not store or provide refunds or compensation for such items.
If you have any questions regarding returns or this policy:
For local warehouse items: please reach out to the seller by navigating to “Return Details” and selecting “Contact the seller”.
For all other items: please contact our customer service.