FAQ/Policies

Contact:
How do I contact someone about my order?
Questions will only be answered about existing orders via our email address:

shopthemagicbox@gmail.com - DO NOT CONTACT VIA SOCIAL MEDIA FOR CS HELP. 

Shipping:
When will my package ship?
All orders of in stock items will be processed within 5 business days from time of placement (excluding weekends). With the exception of new collection releases. Due to order volume orders will take longer to process. PREORDERS will have clear and stated shipping dates. Please pay attention to these, as they are clearly marked. If you place an order containing both ready to ship and preorder items, your entire order will be held until all items are ready to ship. One order number, one shipment. If you want your ready to ship items sooner, be sure to place separate orders. No changes can be made to this, so please be aware of this. 

Shipping Rates:
We ship using USPS First Class Mail and UPS. You choose your shipping at checkout, where it is then calculated to your exact location.

The Magic Box is not responsible for items delayed by USPS, items returned to us by the USPS or wrong address given at time of checkout. 
Shipping insurance is available to purchase and covers damages by the freight company (USPS or UPS) or delays over 35 days from last scan in. Delays on your order are considered the following:

USPS: 35 days after last scan in 
UPS Ground: 17 days after last scan in

If you have purchased shipping insurance you must file a claim in order for that claim to be processed. If your order does not meet the above criteria on dispatch it will be denied or put on hold until it is deemed lost. If you did not purchase shipping insurance your package is not covered and you will have to file with the given shipping carrier on your own. The magic box is not responsible for items once they leave our fulfillment center.

Office Hours: PLEASE note that orders are processed MONDAY thru THURSDAY 9am - 2pm CST. USPS collection is at 2pm CST.  NO orders will be processed on Friday, Saturday, Sunday and Holidays. During this time we are doing many things: filling orders, in take of new inventory, website design for new items, social media photos, product meetings, and office keeping. Emails are answered within 2 business days. 



How do I know the status of my order?
A conformation email will be sent directly to the email provided upon placing an order with The Magic Box.

Once processing has begun you will then receive an email with all of your tracking info. You can check your order by logging onto your Magic Box account or by tracking your package with the carrier provided.

Please note the USPS First Class and Priority are ETA ONLY, these delivery dates are not guaranteed by the postal service. The Magic Box is not responsible for delivery delays caused by unforeseen circumstances, weather, human error by the postal department, etc. 

UPON RECEIVING your order PLEASE open and check ALL contents. If there is a mistake of any kind be sure to email us within 3 days of receiving your order. We are here to help, but we can not make accommodations of flawed or missing items weeks and months after delivery. 

Whimsy Water Wing Policy: Upon receiving your order, please inspect. We preform a high level of quality control, but are human. In the rare instance you receive an item with a flaw please reach out to us via email ASAP so we can address the situation. We do not cover any flaws, damages, or issues that may arise from natural wear and tear - nor do we cover wings from past seasons. When you receive your order it is suggested that you open, inspect, and try on your child immediately. We suggest this because since our water wings are one size, it is important to ensure that you are comfortable with the fit of the product on your child. While they are one size, each child is built different, and you as their parent know your child the best. If for some reason you are in question about the fit, please do not hesitate to reach out to us, we are here to help. You have 7 days from the time your order is DELIVERED to send back if they are flawed in any way, or do not fit your child properly.  Items must be in original condition, no wings worn in water are eligible. Please ensure fit before water use for all safety measures. 

Care instructions for each individual item are listed in collections and product descriptions. 

Bag Collection Policy: All bags are final sale.

Tumbler Policy: All tumblers are made to order, and are final sale.

Blanket Policy: All blankets are made to order, and are final sale.

Autograph Book Policy: All Books are made to order, and are final sale.

Patch Policy: All patches are made to order, and are final sale.

Towel Policy: All towels are made to order, and are final sale.

Bedding Policy: All bedding is made to order, and is final sale.

Swimwear Policy: All swimwear is made to order, and final sale.

In the rare instance you receive a flawed item please be sure to email us within 5 days of receiving. Most all items are made to order, or sell out quickly. In the rare event you receive a flawed item, it’s very likely it can not be replaced. In that event, you will receive a return label for shipping back within 5 days. Refund will be processed once received.

We do not offer refunds on anything else, store credit only. Return shipping is also at the cost of customer unless the item is flawed.

If you RECEIVE a flawed or damaged item EMAIL US immediately. You have 3 days to contact us with any issues, so that we can help within a timely manner. 

We do NOT cover any items after use, that have wear and tear to your own affects, are damaged by the client, or other parties. We are a small business and operate as such, because of this we DO NOT offer open ended exchange or replacement policies. Replacements are ONLY sent in the rare occasion that you happen to receive a flawed item at time of delivery. 

Damages caused by carriers are NOT covered within this, and will need to be filed with the insurance company for compensation. 

Cancellations: Preorder items are cut to order, and we will not accept any cancellations after that window. Ready to ship items are NOT eligible for cancellation of any kind.

Shipping Insurance is not in any way reversible or refundable. This is offered via a third party.  

Please make sure you read and are aware of the policies in place before ordering and if you ever have any questions, concerns or need assistance please email us at shopthemagicbox@gmail.com