How to update the information on file for my preorder?
- Sign in to your Secret Lair account.
- Go to Order History and locate your preorder under Status.
- Click Manage, on the relevant order, then click Manage to open the order management page.
- From there, you can update your shipping address or payment method, as long as the preorder has not yet been charged.
- If you placed the preorder as a guest, use the link in your confirmation email to manage the order.
Important Notes
- Once the order has been charged, you cannot change the shipping address or payment method through the website.
- Updating your account’s address book or payment methods will not automatically update existing preorders. Use the Manage Order option for each preorder.
- If the payment has already been processed or shipping has started, you may need to contact customer support directly. Changes may not always be possible.
How can I contact Wizards of the Coast customer service?
- General Product Question, Billing Questions, Refunds
- Missing or Incorrect Items
- Product Replacement for Damaged or Defective items
What if the drop I want is on backorder?
If products in your order are on backorder, the estimated release date window will be listed in your order confirmation email. We will reach out to you via email once the release date for your backordered drop is confirmed.
We recommend keeping an eye on our Secret Lair Production and Shipping Status page which has current release dates, shipping timelines, and the production status for each sale, including those on backorder.
I would like to cancel my order. How can I proceed?
If you have a preorder for which you have not yet been billed, check your confirmation email for self-service cancellation options.
For our US store, all purchases are final at the time of sale, and we do not accept cancellations. Once payment has been collected, sales are considered final and we are unable to accept cancellations.
EU and UK customers have the right to withdraw from this Agreement within fourteen days without giving reasons. For details, please review our Refunds and Cancellations policy for the US store here and the EU/UK store here.
What if I discover a defect with my Secret Lair drop?
If you have purchased a Secret Lair product from our online store, and you discover a defect with that product, we will be happy to help you with a replacement via our support portal.
How many copies of a Secret Lair drop can I purchase?
Quantity limits vary by product type, though usually customers can purchase up to 2 of each product. While bundles are also limited to a certain quantity per customer, they can be ordered in addition to individual drops. To see how many units of a product you can purchase, click the quantity selector on the product page.
I did not receive an email confirming my order. What can I do?
Some email providers will automatically send our emails to the junk, promotions, or spam folders. Please verify first that the confirmation email did not get sent to one of these folders. This can also take a few minutes after the purchase is successfully made. Please note that in times of high volume sales, your confirmation email may take some extra time to process and deliver.
If your email still cannot be located, please contact us, at customer support here and provide us with your purchase details so we may verify your purchase status and send a confirmation email back to you.
Where can I find my order ID?
Your order ID can be found in your order confirmation email from no-reply@secretlair.wizards.com once you completed your purchase.
If you placed your order while signed in with your Secret Lair account, you can also check that account's Order History for more order information, including the Order ID.