Frequently Asked Questions
General shipping information
Australia: All shipping times within Australia take between 3-7 Days for delivery. Packages are sent via Australia Post and use registered tracking numbers, which we will provide to you within about an hour of depositing the mail
Worldwide: General shipping times internationally vary, and usually take between 6-14 Days for delivery. Packages are sent via Australia Post and use registered tracking numbers, which we will provide to you within about an hour of depositing the mail
All stock is held locally within our premises in South Australia
Return Policy and Process
We accept returns for any defective or incorrect items within 14 days of delivery. within Australia, and have a partial policy internationally within 7 days.
To start the return process:
Contact us at roll@arcaneoutback.com with your order number and a brief description of the issue.
Returns must be unused and in original packaging when applicable. Custom-made or personalized dice are not eligible for returns unless they are defective.
Be aware that we keep photographic records of all deliveries that we send out to ensure fairness for all parties involved. This will obviously help you get the return you deserve when applicable, and allow us to interject if the system is instead abused. We assume fair intent, so this practice is mostly for your protection to help you prove a shipping error, it is not intended to be punitive.
Refund and Dispute Policy
We’re committed to your satisfaction, but international and Australian policies differ due to the challenges of international shipping.
Australia-wide return policies:
Mostly simple:
Refunds: Approved returns will be refunded to the original payment method within 5–7 business days of receiving the returned item. Or on decision to process the refund without the need for a return.
Depending on the nature of the error a return may or may not be required, incorrect items for instance may be more effectively replaced or refunded than returned in particular cases.
We do not offer change-of-mind returns but may offer some form of resolution at our discretion depending on circumstance.
International return policies:
We aim to be fair:
Refunds: Due to cost-prohibitive restrictions (shipping fees are wild) while we aim to be as fair as possible, international returns are largely at our discretion.
A replacement will often not be feasible as shipping outweighs the cost of most of our products. In the case of clearly incorrect or broken products, we will approach the situation with the intent of what seems most reasonable for all parties involved.
Refunds will in most cases be available in the case of severe fault within 7 days of receipt and proper documentation (photos/videos) of the fault. We reserve the right to judge the legitimacy of the fault in terms of its refundability.
We do not offer change-of-mind returns but may offer some form of resolution at our discretion depending on circumstance.
Disputes: For any unresolved issues, please reach out to us at roll@arcaneoutback.com We’ll work to resolve disputes promptly and fairly.
Cancellation Policy
Orders can be canceled generally within 12-24 hours of purchase for a full refund. After 24 hours, cancellations will absolutely not be possible unless there has been a delay in the shipping process or if production of a custom order has not already begun, as in most cases we will have already begun that process before that mark.
This timeframe is a general overview of how long it takes to handle and ship an item for your benefit and not an absolute guide for how long we can definitely accept cancellations.
With this in mind please submit cancellations as soon as possible as this timing is highly variable, and our margins are too low to accept cancelations after payment for shipping has been processed on our end.
-Custom orders cannot be canceled once production has started.-
-If the shipping process has begun the order can no longer be cancelled-
-We may be able to bend the rules in extreme circumstances, but we are a very small business that can only afford to offer exemptions rarely-
To cancel, email us at roll@arcaneoutback.com with your order details, and we will pause the process in place and get back to you as soon as possible.