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  3. Product Replacement

Product Replacement

Please note that our address is changing. Any package shipped to Product Replacement that is expected to arrive after October 1st, 2023 should be addressed to the following address:

Wizards of the Coast
ATTN: Product Replacement
1107 Lake Washington Blvd N
Suite 800
Renton, WA 98056

 

If you have purchased one of our Secret Lair products via retail, and you discover a defect with that product, we can help you with a replacement.

  1. Review the  Important Notes  section below.
  2. Confirm whether your product is on the  List of Supported Magic: The Gathering Products  below.
  3. Follow the  Process for US Replacements  or the  Process for International Replacements  as appropriate.


Important Notes:

Replacements for One or More Defective Cards: If you purchase a product and find that only one or several cards are damaged or defective when you open it, we'll replace the exact cards for you. Please return the damaged cards and the packaging from the sealed product when following the steps provided below.

Replacements for a Full Product or Deck: If you have purchased a deck or drop for any of our Secret Lair sets, and you find that most of the product is damaged, defective, missing any cards, or incorrect in any way; please return the entire product, including all contents and packaging, when following the steps provided below.

Aftermarket Purchases: Please keep in mind that for our replacement policy to apply, the product in question must be defective upon opening the product in its original Wizards of the Coast packaging. We are not able to provide replacements for used pieces purchased on the secondary market, such as from garage sales, online auction sites, or independent sellers/trades.

Condition of Replacement Cards: Wizards of the Coast cannot guarantee “Perfect” or “Mint Condition” card replacements. With that said, we take the utmost care to ensure the replacements you receive are the best quality we have available. While we try hard to preserve the quality of our replacements, and to send out cards in which our players can take pride, there are many variables during the manufacturing, shipping, and packaging processes – some of which are beyond our control. As such, a customer who returns a card with only very minor defects (e.g. Minor wear on the card edges or back) may receive a returned card of comparable condition. For this reason, we ask that customers only pursue single card replacements for cards that bear significant defects (e.g. Deep nicks or cuts, bent corners, miscut edges, inking issues.) If a customer sends in a card that does not bear a significant defect as laid out above, the Product Replacement Team will return the original card to the customer with the remainder of their order.

Unsupported/Out-Of-Stock Product: Products are only supported while we have replacement product available. While the list below covers all the currently supported Secret Lair sets, some individual cards may be out of stock as well. In the case where a replacement is needed for an unsupported or out-of-stock product, we will provide an equitable supported replacement. If there is no equitable product or card available, the Product Replacement Team will return the original card to the customer with the remainder of their order. Please note this is more common for cards that are highly prized as our team sees higher rates of return for them.

List of Supported Secret Lair Products:

If your products were purchased on Amazon, you will want to contact them directly for returns. They can be reached through the following sites:  

Note on Timeline of Support: Standard legal Magic: the Gathering sets are considered to be supported for 6 months after their release. Supplemental sets and products (such as Conspiracy, Modern Masters or Duel Decks) are considered to be supported for up to a year, or until another comparable product is released (whichever comes first.)

 

Process for US Replacements :

If the product you purchased has a defect, we can have the product returned to us via prepaid shipping label.

Please follow the steps below to complete the process:

  1. Fill out this form.
    • Please make sure to have a photo of your defective Secret Lair product ready. That photo should show the following:
      • The defective product
      • A handwritten note with your name and today's date visible with the defective product.

        Without them, we may be unable to process your order. These pictures should illustrate the way in which the product is defective. Images of UPCs and Production Codes from Booster Packs are also very helpful to our teams
  2. Once you have your email sent, please prepare your physical package.
    • We ask that your return package includes a letter with the below information. Without this letter, your parcel may be returned to you:
      • First & Last Name
      • Address
      • City
      • State/Province
      • ZIP/Postal Code
      • Phone Number (with area code)
      • Description of the Defective Product
      • Incident / Reference number from your email contact

For help with product replacements, you can also click on the chat window below, where a Wizards of the Coast representative will be happy to assist you.

Process for International Replacements :

If the product you purchased has a defect, we can have the product returned to us via prepaid shipping label.

Please follow the steps below to complete the process:

  1. Fill out this form.
    • Please make sure to have the following ready:
      • Photos of your defective Secret Lair. Any images should include the defective product.
      • A handwritten note with your name and today's date visible together.

        Without them, we may be unable to process your order. These pictures should illustrate the way in which the product is defective. Images of UPCs and Production Codes from Booster Packs are also very helpful to our teams.
  2. Once we receive the above information, we will confirm if we're able to offer support for the item.
  3. If we can offer support, we will ask you to mail us the defective product (see the Important Notes section), a copy of the sales receipt, and an English Language letter detailing the problem to the following address:

    • Wizards of the Coast
      ATTN: Product Replacement
      1107 Lake Washington Blvd N
      Suite 800
      Renton, WA 98056

    • Please be sure to include the following information in your letter:
      • First & Last Name
      • Address
      • City
      • State/Province
      • ZIP/Postal Code
      • Country
      • Phone Number (with area code)
      • Description of the defective product
      • Production code from any boosters involved (in the box next to the UPC. You do not need to include this if you include the wrappers.)
      • Incident / Reference number from your email contact
      • Total Shipping Expense
  •  

Our team will include something extra in our return package to cover any shipping expenses you incur during the Product Replacement Process.

For help with product replacements, you can also click on the chat window below, where a Wizards of the Coast representative will be happy to assist you.

Shipments to Russia and Ukraine: At this time, we are unable to ship replacement products to Russia and Ukraine. For more information, please follow this link: http://www.state.gov/e/eb/tfs/spi/ukrainerussia/