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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 long will my book take to produce?Our books are custom made and personalised for your child, meaning that your order is produced at our reliable printing facility. Our range of soft back books take 2-3 days to produce at our printers, and our hard back books usually take 4-5 days to produce. Once your order has been produced, it is delivered via USPS.I've just ordered and think there's an error with my order, can I amend my order?Unfortunately, you can't edit your order once it has been submitted. We have a friendly and knowledgeable team on hand to help with any order queries, so please contact us or message us on Facebook and we'll do everything we can to sort things out. What if there's a mistake with my personalisation?We don't edit any information entered online. If there's a spelling mistake we'll look at your original order and personalisation. If a mistake has been made when you're personalising your order then we can reprint your book for you at half of the original retail price excluding any discounts. If the error is our mistake then we'll reprint your book for you free of charge.
How much are your personalized books?We offer a great variety of customizable books that range in price from $19.95 to $24.95. All our books are clearly marked on the website. Discounts are applied and shown in your shopping basket at checkout. 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.
Delivery:How much is Postage and Packaging?Postage and Packaging is charged per item with the guideline cost displayed on each item page. All exact shipping costs are then calculated in the shopping cart once the delivery address has been selected.
You can find more details on our Shipping Information page.
How are products sent?All products are sent via USPS. To check the status of your order, please login to your account and go to 'My Order History'.
When will my product arrive?Please use the estimated shipping date as your guide. Please allow 3-5 working days for delivery from the date of dispatch. You can track your order online by logging in to your account and looking at 'My Order History'.
My estimated dispatch date has passed and my order hasn't been dispatched yet.We do aim to dispatch all our orders within 5 working days however at busy times it can take a bit longer to dispatch so please do bear with us. If it has been longer than 10 working days and you still haven't received a dispatch email please contact us and our Customer Service Helpers will look into this for you.
Can I have a different billing and shipping address? Yes. You can enter a different shipping address when you checkout. You can only send to one address at a time so if you need to send to multiple addresses please place multiple orders.
I haven't received my order.Please allow 7 working days once your order has been dispatched before contacting us about a missing order. We use a USPS tracked service. We'll send you a dispatch email with your tracking number as soon as your order is shipped. If you haven't contacted us after 30 days of purchase regarding a missing order we're not liable for 'lost in post' items.
Why has only part of my order arrived?
We aim to offer a quick and reliable service. Because of this your order will be individually dispatched to enable a faster delivery.
I still have a questionContact us and one of our lovely Customer Service Helpers will get back to you as soon as possible.