Welcome to Penwizard's wonderful world of Frequently Asked Questions! It's a magical place where all your questions, queries, worries and stresses are whisked away. If you can't find your question on this page, please Contact Us and one of our lovely Customer Service Wizards will get back to you as soon as possible.
How much do your personalised books cost?
We offer a great range of customisable books that range in price from $19.99 to $44.99. Prices vary based on item and book format and can be found on each product page. Discounts and promotions are either applied as a code at checkout or applied automatically. Promotions applied automatically at checkout will be applied to your basket once the requirements of the promotion are met. Please carefully consult the rules of each promotion for terms and conditions.
Have I been charged the correct amount?
If you're worried you've been overcharged, please Contact Us and we'll be more than happy to look into it for you. If an error has been made, we'll refund you immediately.
When will my book arrive?
Each Penwizard order is made completely from scratch, usually starting within minutes of placing the order. Between printing, binding, and waiting for glue to set, the turnaround time on production can range from 1–4 business days. Once a book is ready to ship you will receive a dispatch email with a delivery estimate based on your selected shipping preference.
How much is shipping and handling?
Shipping and handling is charged based on the total cart value. The more items in an order, the lower the cost of shipping per book. Exact shipping costs are calculated in your shopping cart once the delivery address has been entered. More details can be found under Shipping Information.
How will my order be sent?
All CA orders are sent via USPS from our printers in Michigan to be sorted in Chicago, then via Canada Post after they've crossed the US-Canada border.
When will my order arrive?
You'll receive an email letting you know when your order has been shipped, including a tracking number. Please see our Shipping Information for estimated shipping times from the ship date. To check the status of your order, please log into your account and see "My Order History".
My estimated ship date has passed and my order hasn't been shipped yet.
We aim to ship all our orders within five working days; however, orders can take a bit longer at peak times, so please bear with us! If 10 working days have passed and you haven't received a shipping email, please Contact Us and our Customer Service Wizards will look into this for you.
Can I have different billing and shipping addresses?
Yes, you can enter a different shipping address when you checkout. However, there is only one shipping address per order, so if you need to send to multiple addresses, please place multiple orders.
I haven't received my order.
Please allow seven working days once your order has been shipped before contacting us about a missing order. If you haven't contacted us after 30 days of purchase regarding a missing order, Penwizard is not liable for "lost in transit" packages.
Why has only part of my order arrived?
We aim to offer quick and reliable service and delivery. Because of this, parts of your order may be individually shipped to enable faster delivery.
I've just placed my order and realized there's an error with the personalisation—can I fix it?
Our production process begins within minutes of the orders being placed (the entire printing and binding process can take up to 3 or 4 business days depending on several variables). If you catch the error before the book has gone to print—usually very early the next morning—there's a chance our customer experience representative can help you solve this! However, we do print each book with exactly the details provided when you make it, so once a book is printed with incorrect details, we can't make any corrections.
I've just placed my order and realized I put the wrong address, can you help me?!
Absolutely! As long as your book hasn't left our printing facility, our customer service representative can help you make that change. The sooner you catch this and inform our team, the better!
There's a grammatical error in my book, can you fix it?
We strenuously edit our books and work closely with our branding partners on approvals so we can stand behind the quality 100%. That said, mistakes do happen from time to time. If you find an error, please reach out to our team with details and photographs and we'll gladly work with you to amend any errors!
You've misspelled my child's name (or another detail), can you fix this?
Our technology is set up to print exactly the details provided to us by the person ordering the book. At each step of the personalisation process, we remind you to double (even triple!) check the information entered. Please carefully review the information entered and then emailed to you in your confirmation email. If there was an error on our end, we will absolutely work with you to make it right!
I still have a question...
Contact Us and a Customer Service Wizard will get back to you as soon as possible.