Q: How can I view the status of my order?
A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.
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Q: What are your shipping costs?
A: You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order.

For International Orders: The system will estimate the shipping on the high side and we will adjusted it down when we ship and know the actually amount.
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Q. What does "duplicate transaction" mean?

A. The system is set up to prevent duplicate orders. That is why when you make a mistake entering your credit card information and try to do it again without refreshing the browser window the system kicked the second order out as a "duplicate". If you make a mistake when entering your information and you get an "error" message, please refresh your browser window before entering it in again and the order should go through OK.
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Q. How long does it take to ship my order?

A. The first thing that we do is to process and pack your order. If the merchandise is in stock, processing can take up to 48 hours, excluding weekends and holidays. During the Holiday season and at other special times of the year we attempt to process orders as quickly as possible, usually within 24 hours.

B. Then we ship it. Delivery time depends on the method used and where you live. Whenever possible we use the USPS.

First Class mail can take from 4 to 7 days. Priority can be 2 to 4 days. Express mail is usually 24 hours, but in some areas it is 48 hours (not counting Sunday). In rare cases in remote areas Express mail can take 72 hours (not counting Sunday.) If you suspect that your area is not accessible in 24 hours by USPS Express mail and you must have it in 24 hours please ask for Fed-X Overnight, and be sure that you give us a street address and phone number. Also please remember that the USPS delivers on Saturday at no extra charge.

Also please be advised that the above is just a guide and during peak seasons such as the winter holidays, the USPS can take a bit longer. It is advisable to place your order as early as possible.

NOTE: If you ask for Express mail, someone will have to sign for the package. If you are not home and do not later claim your package at the Post Office and it comes back to us, we will NOT refund the postage. You will be responsible for the postage if you do not claim an Express shipment.

If you live outside of the United States, we use global priority mail or air mail and Global Express mail. Delivery time depends on where you live and any customs inspections. As a guide First Class Air mail is usually about 14 days. Global Priority Mail is about 10 days. Express is a bit faster. Customs inspections can delay an order beyond this, so please order early.
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Q. Can I order by mail and just send cash?

A. NO. PLEASE DO NOT SEND CASH OF ANY KIND. DO NOT SEND FOREIGN CURRENCY. First it is never safe to send cash in the mail, and we are not responsible if you do. Also our Wizard Bank does not take Muggle cash. You can order by mail with a Money-order. Out of the U.S. please use a Postal Money Order in U.S. Funds.
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Q. I sent an e-mail and have not gotten a response. Why?

A. We attempt to answer every e-mail that we get. However, sometimes our customers can not receive our response because either: 1. There was a typo when they entered their address.. or.. 2. There is a filter on their e-mail and our response can not get through. If you have not gotten a response and think that the e-mail address that you gave us was correct, then please check to see if there is a filter on your e-mail. Also look in your Bulk/Junk mail bin. Often, especially with Yahoo, our auto-responder e-mail may be there.

NOTE: When contacting us you must use our "Contact Us" form on the site or put the words "Customer Service" or your order/invoice number (Example: "order 120012) in the subject line when sending an e-mail. We do not read mail that appears to be SPAM. E-mails with no subject or "Hi", etc. will never be seen by us. This could be another reason why you have no response. So please use the "Contact Us" form whenever possible. Thank you.
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Q. Are the magic wands real?

A. Yes, the magic wands are as real as any wand can be. The magic is not in the wand, but is channeled through the wand by the wizard.
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Q. Why doesn't my wand work?

A. Occasionally a wand may appear not to work. There are a few basic reasons why that might happen.

1. You are an under-age wizard attempting to use the wand outside of school, or (gasp!) in the Muggle world.

2. You are a Squib. Since many Squibs enjoy carrying a wand anyway, we have a wide selection of impressive wands to choose from.

3. You are a Muggle. A magic wand works because of the wizard's ability to channel the power of the universe together with his/her own core energy. Therefore a wand can only work property in the hands of a wizard. If you are a Muggle, you can still enjoy using the wand for pretend play. 
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Q. It has come to our attention that you are selling magical items to Muggles. Isn't this against the Statute of Secrecy? And is it wise to allow a magical item to fall into untrained hands?

A. With the advent of the Potter books, many Muggles are now aware of our existence. Merlin, himself, had a close relationship with Muggles. Because of this the Order of Merlin is in the unique position to foster positive relations between the Magical and Muggle communities. As you know, most wizard stores are only available and visible to members of the Wizarding community. Order of Merlin has an exclusive arrangement with the Ministry of Magic that allows us to sell magical items to Muggles. This arrangement requires that every magical item that is magical within itself (such as a crystal ball) be enchanted in such a way that when in the hands of a pure blood Muggle it can only be used for pretend play or as a novelty item. 
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Q: Do your brooms really fly?

A: No. If you are attending a Wizard Boarding School your flight instructor will help you activate your broom. 
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Q. Is you Wizard Training Course a course in Wicca?

A. No. Wicca is a religion. Our "Wizard Training Course for Beginners" has been carefully written so that it can be used by anyone of any religion.
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