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FREQUENTLY ASKED QUESTION (FAQ)


What is the D&D store ?

It’s this, you are here! This official D&D storefront offers physical and digital bundles of D&D products.

Can I expect more D&D products to offer physical and digital bundles?

YES! We want to give our players this long-requested ask. Right now we are in the test and learn phase. Join us on this first foray and expect more in the future. But we’re not quite ready to commit to every book getting a bundle.

How will I get my D&D Beyond digital book?

Once you purchase a bundle, a code will be sent to the email address you provide at checkout. This code can be redeemed at https://www.dndbeyond.com/marketplace/redeem-key on the date the product is available on D&D Beyond.

When will I get my physical product?

Most D&D bundle will have a set number of physical products available to ship to your doorstep as soon as the product releases. Once that stock has run out, the product will be available for “Backorder.” If you purchase a backordered product, your order will ship when it is back in stock.

What regions are eligible for purchasing this bundle?

North America (ISO Region Codes): NA Europe (ISO Region Codes): AT, BE, BG, HR, CZ, DK, EE, FI, FR, DE, GR, HU, IE, IT, LV, LI, LT, LU, MT, NL, NO, PL, PT, RO, SK, SI, ES, SE, CH, UK

How do I get Early Access to the product on D&D Beyond?

If you preorder a bundle on this website, you will have access to the D&D Beyond digital book two weeks before its release date. This Early Access offering is only available for players who purchase through this website.

You called this bundle a test. What are you testing?

We are testing everything from distribution method, to quantities, to bundle contents. We thought it was important to call this out as a test because you should expect things to change over the next two years as we work on bringing more D&D in more ways to more people.

If I have previously purchased a D&D Beyond Legendary Bundle or Adventure Bundle, will my discount apply to this product?

No, those discounts only apply to products purchased on the D&D Beyond website.

Which payment methods do you accept?

You can make a purchase with a credit card (including Visa, Mastercard, Discover, American Express), or PayPal (in relevant countries).

Is the payment secure?

All information sent to the payment service providers is encrypted and protected with the latest TLS technology, most widely used in the world. It is the guarantee that the transmission of your sensitive information is secure. Moreover, we do not store any payment card information on our servers. The transaction statement will be labeled Scalefast in your bank account.

How can I update the information on file for my Preorder?

If you have a preorder for which you have not yet been billed, check your confirmation email for self-service options. Otherwise, please contact customer support here for assistance.

When will I be billed for my Preorder?

Most customers will not be billed for preorders during checkout. Instead, we'll bill most customers shortly before their order is ready to ship. Before they're charged, customers will be notified at their provided email address. Certain very large orders may have their payment collected during checkout.

What happens if my Preorder debit fails?

If your payment is unsuccessful, we will notify you via email and provide an opportunity to adjust your billing details. In that email, we will advise you when another attempt to process will be made. After four unsuccessful attempts, your order will be cancelled.

Why am I being charged US Taxes on my international preorder?

While your preorder total may reflect US Dollars, any tax reflected during checkout is specific to your imported product. It could be your local sales tax, import fees, or duties converted to USD as applicable. If you have any concerns, we'd be happy to review your preorder and clarify. Please feel free to contact us here.

My international preorder included taxes. Will I still have to pay customs fees?

Unless your order is being shipped to a country on the list above, it is being shipped DDU or ‘Delivered Duty Unpaid’. Most preorders include local sales tax which is collected by Scalefast. This is different from customs fees which vary from country to country and often adjust depending on the contents and size of your order. Under DDU, you are still responsible for paying any applicable import fees or duties requested by your local customs agency.

My local customs agency is asking for an amount of money that matches my taxes listed on my preorder. Am I paying the same tax twice?

In rare cases, a preorder’s sales tax and import fees may be identical amounts. This often causes confusion for customers as it appears that they’re paying the same tax twice. While Scalefast collects applicable sales tax on all orders, they do not manage customs or import fees for DDU orders. You still have to pay the customs fee.

Why isn’t my PayPal payment working?

We do not accept payments with unverified PayPal accounts or with eCheck. To make a payment with PayPal without having a credit card linked to your PayPal account, you must have a sufficient balance on your PayPal account.

Why does the page keep telling me my purchase is pending?

While usually immediate, your order can sometimes take up to 4 hours to be processed. Beyond 4 hours, please try making the purchase a second time.

If you are using PayPal, a payment method that directs you to an external website, you will be redirected to the store after filling in your billing details. This procedure will confirm your purchase, and may take a few minutes. To avoid purchasing failures, please do not click on the back/refresh button or close the payment window before this process is complete. Doing so may result in cancelled or duplicate orders.

I did not receive an email confirming my order. What can I do?

Some email providers will automatically send our emails to the junk, promotions, or spam folders. Please verify first that the confirmation email did not get sent to one of these folders. This can also take a few minutes after the purchase is successfully made. If your email still cannot be located, please contact us, at customer support here and provide us with your purchase details so we may verify your purchase status and send a confirmation email back to you.

Where can I find my order ID?

Your order ID can be found in your order confirmation email from no-reply@secretlair.wizards.com once you completed your purchase.

I would like to cancel my order. How can I proceed?

If you have a preorder for which you have not yet been billed, check your confirmation email for self-service cancellation options. All purchases are final at the time of sale and we do not accept cancellations. Once payment has been collected, sales are considered final and we are unable to accept cancellations. EU customers have the right to withdraw from this Agreement within fourteen days without giving reasons. For details, please review our Refunds and Cancellations policy here.

Scalefast appears on my account statement. Shouldn't I be billed by Wizards of the Coast?

Scalefast is our authorized partner for the products available on the D&D store, they handle the payments for the D&D store as an authorized merchant.

Why was I charged for a failed purchase or charged twice for a single item purchased?

Such purchases should not clear your financial institution’s fraudulent transaction verifications. Your financial institution may hold these funds for up to 5 business days before validating or canceling the duplicate transaction. During this timeframe, Scalefast does not collect the held funds from the pending transaction. Please contact your bank or financial institution to ensure the cancellation of the duplicate transaction. We recommend monitoring your banking information to confirm the duplicate transaction has been canceled. Should charges continue to be pending after 5 business days, please contact Wizards of the Coast customer support here so that we can investigate and help resolve this issue.

My digital code isn't working, what do I do?

Please contact our customer support here


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