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GENERAL QUESTIONS

Who is The DICE Store? Who are Joystick Junkies?

The DICE store is the only place where you can purchase official DICE merchandise for their games such as Battlefield and Mirror’s Edge. It is operated by Joystick Junkies — who are responsible for website creation, apparel design & production, inventory management, and customer service. DICE is a client of Joystick Junkies and products sold here are all licensed from and approved by DICE.

Where is The DICE Store based?

Orders are shipped from the Joystick Junkies warehouse in England.

Is there a retail outlet for DICE products?

Most of the products designed and produced by us are available exclusively from this website. Some of the mass-produced items (strategy guides, books, toys, etc) may be available elsewhere, but will have no affiliation with Joystick Junkies.

PRODUCTS

General

Will a sold out item be re-stocked? If so, when?

It depends largely on what the item is, how long it was in stock, and what game it relates to. The item description should let you know if the item is discontinued or if there is an approximate date that it will be available in the store again.

How can I stay informed about re-stocks and new products in the store?

First and foremost please subscriber to our mailing list. The registration button can be found at the top of every page on the store. The regular email will include new products and special offers. Please also check the store regularly and we will also post updates and promotions on the DICE Facebook and Twitter pages, as well as the DICE Store Forum.

I have an idea for a product; who should I tell?

Feel free to email us. We truly appreciate ideas and feedback. More than once, an idea submitted by a fan has been designed and put into production.

Lithographs

What are lithographs?

Lithographs (or “Lithos”) depict highly detailed images from varied locations, or of various characters within your favourite game. They are created by individual artists on DICE's staff, and captured on high quality (100lb.????) paper for display. Lithographs generally come in two varieties:

Limited Edition: Most of these are sized at 18"x24", but some special ones are printed even larger. These lithographs are very collectible as they are printed only once with a set number produced (300-500, depending on the litho). Each are individually signed and numbered by the artist who originally created the image

Unlimited/Mini: Most of these are sized at 12"x16" or 9"x12". These unlimited lithographs are typically printed with a higher quantity than regular lithos and are occasionally reprinted at the discretion of Factory 77/Joystick Junkies and DICE. These are NOT numbered or signed by the artist.

I missed out on a limited lithograph release; will there be more?

Lithos are occasionally combined into a pack of 2-4 different images when first released. Lithos that are not separated into packs will be sold as singles at a later date. Later still, the final few lithos that were held back to cover possible shipping damages will be released for sale. After these final few lithos are sold (usually very quickly), no more copies of that image will be produced or sold. However, the same image may be released sometime in the future in an Unlimited/Mini edition.

CLOTHING

How do I determine which size to order?

If in doubt, measure yourself and use the size chart provided for each article of clothing to pick out the best fit for you. Our measurements are made from seam to seam, with width taken just below the arm, and height measured from the shoulder to the bottom of the garment.

Will it shrink?

Most apparel sold by us are 100% cotton, so they are very likely to shrink if you wash them in warm/hot water and use high heat in the dryer the first time they get laundered. Nearly all of our blanks are not pre-washed, although the fabric must pass a test on shrinkage — no more than 2.5% — so normal washing should not cause shrinkage of any issue.

How are the garments printed?

All of our shirts are printed using state-of-the-art screen-printing processes and other apparel embellishment techniques, including soft-hand inks, water-based inks, specialty inks, foils, flocks, appliqués, and embroidery. Because our items are all printed via custom processes, colour variances can occur between products. The item description should include a note about any especially noteworthy printing processes.

How should I wash my shirts?

Various fabrics and printing processes handle being laundered differently, but a good general rule for preserving shirts is to wash them inside out in cold water and hang them to dry.

What are custom t-shirts?

We use a digital print process to add a custom message of your choice to the back of existing t-shirts. As a result we are unable to offer refunds or exchanges since we cannot re-sell the product once we have added your message so please make sure you double check your order before you submit it. The only exception is if the product is damaged or faulty. See Returns & Refunds for more information. 

To create a custom t-shirt message simply click on the t-shirt outline which will open a new window. At the top of the window is a link to add text. Click on the link, type in some text and select your preferred Battlefield 3 font. You can re-size the text once you have added it to the t-shirt and also turn it to the angle you prefer. You can repeat this process several times, if you like, to add text in different positions to the t-shirt. Feel free to experiment to get the design you want! You can always close the window and start again. When you have finished click 'Apply' and you will then see a small preview on the product page before you add your purchase to your basket.

MEDIA AND ACCESSORIES

Will there be a physical soundtrack released?

There are no plans for a physical CD (etc) at this time.

Are the books available elsewhere?

Yes. They are listed in The DICE Store for your convenience, however they should all be available elsewhere online. While the novels can probably be found within your local bookstore, and the strategy guides should be available at your local video-game store.

ORDER PROCESSING

Ordering

How do I place an order?

Click the buy button for each product you wish to purchase. When you're done shopping, log in (or create) your Store account, and then click on the shopping cart. After you confirm all the items you wanted are present, click “Proceed to Checkout” where you will specify payment and delivery methods. Then comes everyone's favourite part: waiting for your shiny new stuff to arrive in the mail.

How will I know if my order has been accepted?

After your order has been successfully placed, you will be directed to a confirmation page. You will receive an order confirmation email that includes a receipt and order number. Additionally, your account page will have a section labeled “My Orders” where you can find the same information.

When will my “Pre-Sale” item ship?

The pre-sale item's description will include an approximate ship date. Please be aware that any other items ordered at the same time as the pre-sale item will also be held until the release date. Pre-sale items are charged at the time of purchase, not at time of shipping. Shipping dates noted on pre-sale items are estimates only, and actual ship dates may change due to time of year, product availability, or other conditions out of our control. Shipping times will vary depending on your chosen shipping method and your location.

How do I cancel my order?

Once an order is placed you have 7 days in which to cancel it. To cancel your order please email us via the Feedback and Contact link at the bottom of the page.

How do I make changes to my order?

Once an order is placed, you cannot add items to it. If you ordered an item in error and the order has not yet shipped, please email us via the Feedback and Contact link at the bottom of the page.

The item I ordered is now on sale, can I receive the discount?

No we are sorry that is not possible.

What methods of payment are accepted?

Visa, Mastercard, Discover, JCB, Solo, Maestro and Paypal.

Can I place an order over the phone or over email?

No. All orders must be placed online through this website.

BILLING

When will my credit card be charged?

You will be charged when your order is submitted—not at time of shipping or delivery.

I canceled my order. Why do I still have charges on my account?

When you checkout, an authorization is sent to your financial institution to put a “hold” in the amount of your order. The hold will drop off within 3 - 8 business days (depending on your bank or financial institution) after your order is canceled. We are unable to remove pending charges for orders that did not make it into our system. We make it a priority to protect our customers from fraud as diligently as we can. If the name on the account doesn't match the name or address of the credit card holder or item recipient, the order will likely get flagged in our system. If you are ordering on behalf of someone else, please create your own account (in your name), as this will simplify the billing process for everyone involved.

SHIPPING

What shipping methods are used?

UK and European orders are shipped via Royal Mail and will be passed to the local European postal service.

How long after I place my order will my items be shipped?

Orders will shipped within 7 days of the order being placed.

How will I know when my order has shipped?

You will receive a shipment confirmation email that may contain a tracking number (depending on your chosen shipping method) when your order has been scheduled for pickup. Your order will be shipped within 24 hours of your receiving this email.

How long will my order take to arrive?

It largely depends on where you live and which shipping method you chose. International shipping time-frames are estimates only, as customs processing can occasionally delay delivery by up to 2 weeks. Please keep in mind that ordering 2-day does not guarantee delivery 2 days from the time of order, but from the ship date.

How do I track my order?

Some domestic orders are shipped with a tracking number that will be sent out to you when your order leaves our fulfillment warehouse. You can track your order online using the website of the shipper, or by just Googling the tracking number. For Canada, the UK, and Australia, the tracking that is provided is through the national postal system, and tracking will only be updated when the items have cleared customs and been picked up by the local post service.

How much does shipping cost?

The shipping cost is calculated by the weight of the item(s), the shipping address, and the chosen shipping method (ground, air, expedited, international). The final shipping cost is presented before you submit your order and can be calculated from the shopping cart.

How will my item(s) be packaged?

Apparel can be shipped in a soft envelope or a box, depending on the number of items in the order. Lithographs are sent in flat cardboard boxes layered with cardboard inserts to protect them during shipping. Oversized lithos are sent rolled in a sturdy poster box. Posters are shipped in a poster tube. Orders containing both apparel and artwork are often shipped in multiple packages.

What if my shipment is taking “too long”?

If a significant amount of time has passed (1+ weeks with no Shipping Confirmation E-mail, 2+ weeks waiting for domestic delivery, 4+ weeks for international delivery) and you don't have a tracking number, please email us using the feedback and contact form. For international orders, please be patient. Your order has to go through customs which can delay a delivery significantly, and we have no control over that process.

What if I'm missing an item?

You may have ordered items that could not be packaged together (i.e. Apparel and Artwork), and therefore had to be shipped separately. If you do not receive the missing item within a day or two after receiving the first shipment, please create a Support Case.

What if something I ordered is damaged upon delivery?

Create an email concerning the damaged product and include photos taken of the damage, if possible. For lithographs that are damaged in transit, there are special instructions that will be issued to you by Customer Service upon receipt of your email.

RETURNS/EXCHANGES

What is the return/exchange policy?

Products can be returned or exchanged within 30 days from the date of purchase when accompanied by a Return Authorisation number. All apparel must be unworn and unwashed (no exceptions), and in saleable condition. Exchanges may be made for products of equal or lesser value.

Shipments “returned to sender” due to a missed delivery, incorrect address entered by the customer, or delivery refused by customer, will be refunded, less the cost of shipping and any additional return shipping charges incurred by us. If you would like your order re-shipped, please create an email with the request.

Items shipped back for return/exchange MUST be sent to our warehouse shipping address. Any items returned to our corporate office will delay the processing of your return/exchange.

UK and European Orders
Brands In Ltd
Unit 5, Horseshoe Close,
Oxgate Lane,
London. NW2 7JJ

What About Custom Products?

Custom products are printed or 'customised' with a personalised message created by the customer and cannot be resold. Please check your custom order before submitting it as we cannot make changes once the order has been processed. As a result we are unable to exchange or refund a custom product order unless the item is shown to be faulty or damaged. To request an exchange or refund see below.

How do I exchange an item?

Please email us using the Feedback and Contact form. Include your order number and the item (and size) you want instead. If your exchange is within the terms of our exchange policy (above), you will receive complete instructions about the return shipping. You will be responsible for paying shipping back to us, and we will pay to ship the new item to you.

How do I return an item?

Please email us using the Feedback and Contact form asking for a return. Include your order number and the item(s) you will be returning. You will receive a Return Authorization number and complete instructions about the return shipping. If the return is due to a mistake on our part (e.g. wrong or defective/damaged item), we will refund your shipping costs. If you are returning an item because you are not happy with it, you are responsible for paying the return shipping costs. Upon receipt and inspection of your item, we will issue you a refund for its value.

What if the item that I want to exchange is no longer in-stock?

We cannot guarantee that exchanges on discontinued items will be available at the time of receipt. We do not hold back discontinued items. If upon receipt of your item we cannot fulfill your exchange, you will be notified by a Customer Service representative with further instructions.

TECHNICAL

How do I email you?

Go to the feedback and contact form at the bottom of the store and click to send us an email. Title the email accurately, select an item that best relates to the issue you'd like addressed, and accurately explain your issue - be sure to include the order number and any other significant information.

How do I change my account's password/email address?

When you go to log in, select “Forgotten your password?” You will receive an email shortly to help you reset the password. If you are already logged in, log out to access this option. For email address changes, please create a Support Case and submit the address that you would like associated with your account.

Who should I report a site error to?

Go to the feedback and contact form at the bottom of the store and click to send us an email explaining the issue you are having with the website describing exactly what the error is and what you were doing prior to the error. Site errors can be hard to reproduce, so please make sure to include any other pertinent information like browser version and operating system.

Why can't I track my order on this site?

If you submitted your order without creating an account/or without logging in to your account here, you cannot track your order through the site. This applies to both credit card orders and PayPal orders. Only orders placed through a valid The DICE Store account can be tracked on the site.

I can't find my answer in the FAQ, who should I ask?

Please feel free to send us an email if your question is not addressed by this FAQ.