What is the Secret Lair?
You’ve found Secret Lair! A covert trove of treasures unlike anything else in Magic: The Gathering—ultra-collectible, carefully curated card drops featuring many of the most exciting artists working today. Each unique drop is only available for a limited time.
Most Secret Lair drops are “Timeboxed to Demand.” What does that mean?
“Timeboxed to Demand” means you have a specific window of time to purchase each drop. If you order within that window, we will ship the product when it becomes available. Until your order ships, you can follow progress for each drop here.
Occasionally, some Secret Lair drops will have limited inventory available for purchase. The limited availability will be noted on the product detail page of that particular drop.
When will my Secret Lair drop ship?
It can take up to 3 weeks for your order to ship after the estimated release date listed in your order confirmation email. We know that can feel like a long time, but we’ll let you know when your order is ready to ship out. We’ll also keep you posted if there are any unexpected delays in the process. You can also follow the progress and find updates for drops on our Production and Shipping Status Page.
For international orders, it can take between 3 to 5 weeks from the date you receive your shipping confirmation email for the order to deliver. During this time, tracking updates may be delayed while your package is being transferred to the final carrier. If you still haven’t received your order after 5 weeks, please contact customer support here to check the delivery status.
How can I contact Wizards of the Coast customer service?
- General Product Questions, Billing Questions, Refunds
- Product Replacement, Damaged or Incorrect items
- Product Returns
What if the drop I want is on backorder?
Secret Lair drops are “Timeboxed to Demand,” but we do our best to predict how much of each drop we’ll need ahead of time. If products in your order are on backorder, the estimated release date window will be listed in your order confirmation email. Between printing, processing, and packing, we estimate it will take six to ten weeks for backordered product to ship out after the sale closes. We will reach out to you via email once the release date for your backordered drop is confirmed.
Do you offer free shipping?
As a limited time promotion during the Summer Superdrop 2023 and Fall Superdrop 2023, free shipping is offered on orders over $75 (pre-tax) for customers located in the United States. Free shipping is also available in our EU and UK stores for orders over €85, and £79, respectively.
Please note that if you choose to ship your drops separately at checkout, this may incur additional shipping charges if the subtotal of an individual shipment is below the free shipping threshold ($75/€85/£75).
Don’t worry! Once this promotion ends we will still offer free shipping on orders over $99 (pre-tax), €99, and £89 in the US, EU, and UK stores.
Can the drops in my order ship as soon as they are available?
We are now offering split shipping for orders that contain drops or bundles with different release dates. If split shipping is available for your order, you can select this option in the Shipping section at checkout. The estimated release dates for your order will be provided during this step.
Please note that shipping your drops separately may incur additional shipping fees if the value of an individual shipment is $99 or less (pre-tax) for the US store, €99 or less for the EU store, and £89 for the UK store.
Which payment methods do you accept?
You can make a purchase with a credit card (including Visa, Mastercard, Discover, American Express), or PayPal (in relevant countries).
Is the payment secure?
All information sent to the payment service providers is encrypted and protected with the latest TLS technology, most widely used in the world. It is the guarantee that the transmission of your sensitive information is secure. Moreover, we do not store any payment card information on our servers. The transaction statement will be labeled Scalefast in your bank account.
Why am I being debited at checkout for my order?
Depending on the inventory available before a Secret Lair drop goes on sale, we may need to charge you at checkout for your order. This helps us ensure your order ships on time and arrives sooner than ever before! You will be notified on the cart page before proceeding to checkout if you will be debited at checkout for your purchase.
When will I be billed for my Preorder?
If a drop’s release date is not before, or shortly after, the sale ends, we will wait to debit customers closer to when their order is ready to ship. Please keep in mind that the timing for debiting orders may depend on, but not limited to, the following:
- The availability of the products in the cart. For example, if the cart includes a product that’s available and in-stock, payment for the total order will be collected at checkout.
- The availability of the products in an order. For example, if an order includes multiple products with different release dates, the entire order will be debited once the first product becomes available. Please note that this will apply even if split shipping is not selected for an order and the entire order ships once all products are available.
- The size of the order. Certain large orders will be debited at checkout depending on the total value.
Before customers are charged, they will be notified at checkout or via email with the address provided at checkout.
How can I update the information on file for my Preorder?
If you have a preorder for which you have not yet been billed, check your confirmation email for self-service options. Otherwise, please contact customer support here for assistance.
What happens if my Preorder debit fails?
If your payment is unsuccessful, we will notify you via email and provide an opportunity to adjust your billing details. In that email, we will advise you when another attempt to process will be made. After four unsuccessful attempts, your order will be cancelled.
What is a DDP shipment?
DDP stands for ‘Delivered Duty Paid’. This means that Scalefast will collect and pay import fees and Customs duties on your behalf, ensuring timely delivery and limited interaction with your local customs agency. Orders shipped to these countries are DDP: Canada, Brazil
Why am I being charged US Taxes on my international preorder? (US store only)
While your preorder total may reflect US Dollars, any tax reflected during checkout is specific to your imported product. It could be your local sales tax, import fees, or duties converted to USD as applicable. If you have any concerns, we'd be happy to review your preorder and clarify. Please feel free to contact us here.
Why am I being charged EU Taxes on my international preorder? (EU store only)
While your preorder total may reflect Euros, any tax reflected during checkout for deliveries outside of the EU (Switzerland, Bosnia and Herzegovina, Iceland, Liechtenstein, North Macedonia, Norway, and Serbia) is specific to your imported product. It could be your local sales tax, import fees, or duties converted to EUR as applicable. If you have any concerns, we'd be happy to review your preorder and clarify. Please feel free to contact us here.
My international preorder included taxes. Will I still have to pay customs fees?
For our US store, unless your order is being shipped to a country on the list above, it will be shipped DDU or ‘Delivered Duty Unpaid’. For our EU store, unless your order is being shipped to a country in the European Union, it will be shipped DDU or ‘Delivered Duty Unpaid’.
Most preorders include local sales tax which is collected by Scalefast. This is different from customs fees which vary from country to country and often adjust depending on the contents and size of your order. Under DDU, you are still responsible for paying any applicable import fees or duties requested by your local customs agency.
My local customs agency is asking for an amount of money that matches my taxes listed on my preorder. Am I paying the same tax twice?
In rare cases, a preorder’s sales tax and import fees may be identical amounts. This often causes confusion for customers as it appears that they’re paying the same tax twice. While Scalefast collects applicable sales tax on all orders, they do not manage customs or import fees for DDU orders. You still must pay the customs fee.
If my order is being shipped DDP, why do I have to pay shipping charges?
This is common misconception about DDP shipments. DDP is a convenience offered to customers which allows you to purchase confidently, knowing that the total you see during checkout is your final price. While Wizards of the Coast and Scalefast do manage all payments to couriers and customs agencies for your preorder, we typically do this by remitting funds collected as part of the preorder process. Any applicable shipping fees for your order will be displayed during checkout.
How many copies of a Secret Lair drop can I purchase?
Quantity limits vary by drop, though usually customers can purchase up to 60 of each drop.
Why isn’t my PayPal payment working?
We do not accept payments with unverified PayPal accounts or with eCheck. To make a payment with PayPal without having a credit card linked to your PayPal account, you must have a sufficient balance on your PayPal account.
Why does the page keep telling me my purchase is pending?
While usually immediate, processing your order can sometimes take up to 4 hours. Beyond 4 hours, please try making the purchase a second time.
If you are using PayPal, a payment method that directs you to an external website, you will be redirected to the store after filling in your billing details. This procedure will confirm your purchase, and may take a few minutes. To avoid purchasing failures, please do not click on the back/refresh button or close the payment window before this process is complete. Doing so may result in cancelled or duplicate orders.
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. 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 firstname.lastname@example.org once you completed your purchase.
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 customers have the right to withdraw from this Agreement within fourteen days without giving reasons. For details, please review our Refunds and Cancellations policy here.
Scalefast appears on my account statement. Shouldn't I be billed by Wizards of the Coast?
Scalefast is our authorized partner for the products available on the Secret Lair, they handle the payments for the Secret Lair as an authorized merchant.
Why was I charged for a failed purchase or charged twice for a single item purchased?
Such purchases should not clear your financial institution’s fraudulent transaction verifications. Your financial institution may hold these funds for up to 5 business days before validating or canceling the duplicate transaction. During this timeframe, Scalefast does not collect the held funds from the pending transaction. Please contact your bank or financial institution to ensure the cancellation of the duplicate transaction. We recommend monitoring your banking information to confirm the duplicate transaction has been canceled. Should charges continue to be pending after 5 business days, please contact Wizards of the Coast customer support here so that we can investigate and help resolve this issue.
How are Traditional Foil and Foil-Etched cards different?
Traditional Foil cards have a rainbow holographic pattern with a smooth surface in the foiling. Foil-Etched cards have a texture in the foiling. Rainbow Foil cards are a lot like Traditional Foil cards, but they’re printed using a different technique and have more vibrant colors.
What is Rainbow Foil?
Rainbow Foil is a lot like Traditional Foil, but it’s printed using a different technique and has more vibrant colors.
Where can Secret Lair drops be shipped?
Purchases can be shipped to the following locations:
United States Store: secretlair.wizards.com/us
Your local post office or customs exchange may require additional payment to release the product when it arrives in your region.
Argentina, Australia, Brazil, Canada, Chile, China, Colombia, Costa Rica, Guatemala, Honduras, Hong Kong, Japan, Macao, Mexico, New Zealand, Panama, Paraguay, Peru, Singapore, South Korea, Taiwan, Uruguay and Vietnam.
European Union (secretlair.wizards.com/eu)
Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.
United Kingdom (secretlair.wizards.com/uk)
For any other regions around the world, please know that we are working on expanding our global reach to additional locations in a legally compliant way that also provides a good user experience. You are not forgotten.
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.
Are the Digital codes exclusive to the Secret Lair?
MTG Arena – The sleeves that are redeemable by code included with your Secret Lair purchase may be on sale in the MTG Arena client at a later date. Some Secret Lair digital content may be exclusive to MTG Arena and not available through the Secret Lair store.
*Not all Secret Lair Drops will come with a digital product.
*Digital Codes are not available in all regions that Secret Lair ships to. Please reference each product page to see if you’re purchasing from an eligible location.
My purchase came with digital content. Where can I find the code?
The digital content activation code can be located in the email with the subject line “[Secret Lair] Confirmation of order”. Near the bottom of this email, there is a link below the phrase “Download and Activation of your Digital Products”.
*This content is not available until your preorder is debited.
Once this link is clicked, it will take you to a webpage to unlock the activation code. This webpage has a button marked “Unlock the activation key”.
- Once this button is pressed, your activation key will display.
If your product has not yet been processed for shipping, the codes will not be available and will not display the “Unlock the activation key” button.
If you are still experiencing issues after your product has shipped, please contact customer service here.
How do I redeem an MTG Arena Code?
To redeem a code with your Wizards Account:
- Visit myaccounts.wizards.com and sign in into your Wizards Account
- Scroll to the Redeem A Code section and enter your code in the applicable field
- Click Redeem.
If you entered a code successfully, you will receive a confirmation message. To access your digital product, open MTG Arena and click the Store tab.
To redeem a code in MTG Arena:
- Open MTG Arena and click the Store tab
- Enter your code in the Redeem Code field on the right-hand side of the screen
What is the difference between card sleeves and card styles?
In MTG Arena, card sleeves are cosmetic upgrades that change the way the back of your cards look. These stylish improvements can be applied from the deck builder page by clicking on the deck box and then selecting which card back you'd like to use from the ones you have available. Once acquired, a card sleeve can be applied to any deck in your collection. You can choose the card sleeve to apply on a deck-by-deck basis; you can have different card sleeves for every deck if you so desire! Applying a card sleeve is optional. You'll be able to swap between card sleeves and the default card back in the deck builder.
Card styles, on the other hand, allow you to change the way the front of your cards look in MTG Arena. You'll be able to see which cards have card styles in-game through the deck builder, which has a filter option specifically for card styles. Selecting a card will also provide more information on how the card style can be obtained. Card styles do not add card/s to your collection. Once acquired, a card style can be applied to all cards with that illustration—you don't need to acquire it more than once. Card styles are based on the card's illustration. This means that if a card shares an illustration across sets, once you've unlocked the card style, it will apply to any card in your collection with that illustration. If the card appears in a set using a different, it will have a separate card style you can acquire.
It is possible to acquire card styles for cards you do not have in your collection. If this happens, you will be able to apply the style once you have the card in your collection (you won't have to re-acquire the style). Applying a card style is optional. While the option is enabled by default, you will be able to swap between using card styles and the default illustration in the deck builder.
My digital code isn't working, what do I do?
When entering a code, keep the following tips in mind:
- Codes are case-sensitive
- Most codes are limited to one per account
- Avoid any leading or trailing spaces (extra spaces before or after your code, which can appear as a result of copying & pasting text)
- Codes that are expired, incorrect, or already redeemed will result in a “Redeem Code Failure” message
- If you played in a Prerelease, check your Prerelease Pack for a code that will let you enter an event! It’s located on the back of the Token Card next to the rules insert
- When redeeming certain older codes on MTG Arena, there is no visual confirmation of what was added to your inventory. There is a prompt that states if the code redemption is successful, however
- MTG Arena codes are not available for in-app redemption. Redeem codes via the desktop client or by logging into your Wizards account. Redeemed content is available on your account on any platform.
Please contact our customer support here.