Made-to-order products
Every product from The Wizard Workshop is made to order. Because production begins specifically for each customer, we do not accept discretionary returns or exchanges for change of mind, an incorrect selection, or other customer error.
This policy does not limit any rights or remedies available under applicable consumer-protection law.
Damaged, defective, misprinted, or incorrect items
If an item arrives damaged, defective, misprinted, or different from what was ordered, contact us at merlin@thewizardworkshop.ca within 14 calendar days after delivery.
Include:
- Your order number.
- A description of the problem.
- Clear photographs or video showing the item, packaging when relevant, and the issue.
The 14-day reporting request helps us investigate promptly. It does not limit rights that cannot legally be limited.
After we approve the claim, you may choose either:
- One replacement of the affected item at no additional charge.
- A refund to the original payment method for the affected item.
If the entire order is affected and you choose a refund, we will also refund the original standard shipping charge.
Returns
Do not mail an item to The Wizard Workshop, Printify, or a print provider unless we specifically authorize the return.
Most approved claims can be resolved using photographs or video, without a physical return. If we require a return, we will provide prepaid shipping instructions. Our business address is not a general returns depot.
Cancellations and order changes
Contact us immediately if you need to cancel or correct an order. Voluntary cancellation or correction is available only before production begins.
Once production has started, the order cannot be voluntarily cancelled or changed. This restriction does not affect cancellation rights that apply under law.
Lost or delayed deliveries
Contact us if an order has not arrived within 30 calendar days after the promised delivery date. We will investigate the tracking information, carrier status, and delivery address.
If the shipment is confirmed lost, you may choose either:
- One replacement at no additional charge.
- A full refund to the original payment method, including the original standard shipping charge.
A package marked delivered but reported missing will be investigated individually. We may ask you to verify the delivery address, check with household members or neighbours, and contact the local carrier or post office.
Refund timing
We issue an approved refund to the original payment method within five business days after approval. Your bank or card provider may require additional time to post the refund.
If applicable law requires a shorter deadline, the shorter deadline applies.
Contact
For cancellations, order corrections, delivery problems, replacements, or refunds, contact:
merlin@thewizardworkshop.ca