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ABOUT PENGUIN MAGIC

IS PENGUINMAGIC.COM A SECURE WEBSITE?

Yes it is. We use SSL encription technology to ensure no one can intercept the information passed from you to us. We use a 3rd party company to monitor and verify our status as a "secure site". This company is called Thawte. Thawte is often mentioned in context with Verisign, their parent company.

Second, we don't store your credit card. When you order with a credit card at Penguin the credit card is charged instantly. Your credit card information is never stored on our servers. You'll notice that we ask for your credit card information each and every time you order. While this adds a few seconds to the checkout process, we're confident you'll appreciate the added security of knowing that when you shop at Penguin your credit card information stays with you.

DOES PENGUIN MAGIC GIVE OUT MY PERSONAL INFORMATION TO OTHER COMPANIES?

Never.

WHERE IS PENGUIN MAGIC LOCATED?

We have offices in Las Vegas, NV and Rancho Cordova, California. Our warehouse is located in Rancho Cordova, California.

DO YOU HAVE A STORE THAT I CAN VISIT?

At this time we do not have a store or showroom for customers to come to. We do business 100% over the phone, through the mail, at live events, and over the internet.

HOW CAN I CONTACT PENGUIN MAGIC?

Please visit our Contact Us page for our contact details.

WHEN IS PENGUIN MAGIC CLOSED?

We are open for business Monday through Friday 8am to 4pm Pacific time. We are closed on the following days:

January 1 -- New Year's Day
May 25 -- Memorial Day
July 4 -- Independence Day
The last Thursday in November -- Thanksgiving Day
December 25 -- Christmas Day



PLACING AN ORDER AND PAYMENT QUERIES

DO YOU ACCEPT BANK TRANSFERS OR C.O.D. (CASH ON DELIVERY) PAYMENTS?

We do not accept bank transfers or C.O.D. payments. You can pay with a credit card, check/money order, Google Checkout or Paypal.

WHEN WILL YOU BE RUNNING YOUR NEXT PROMOTION?

We are almost always running promotions. Sometimes it's a "small one" -- a free DVD shipping with another product. And sometimes it's a "HUGE one" -- a bunch of free DVD's or tricks if you spend a certain amount of money on an order.

The best way to find out if we're running a "HUGE one" is by checking the website. Here is a list of our current promotions.

MY ORDER STATUS IS "PENDING". WHAT DOES THAT MEAN?

"Pending" usually means we're waiting for payment, but it can also mean that we haven't processed your payment just yet.

If you're paying by Paypal you can email us the Paypal transaction ID number to speed things up. To obtain this number you'll need to go to www.paypal.com and log in. If you don't see a record of the payment there, you haven't paid yet. Please send the payment to maxwell@penguinmagic.com and, if possible, include your Penguin Magic confirmation number along with it (if you don't have that PM confirmation number you can look it up in your confirmation email from us).

If you're paying by check/money order, we're waiting to receive your payment through the mail, or we're waiting for the check to clear our bank. You can send checks or money orders to:

Penguin Magic
New Orders
3299 Monier Circle, Suite A
Rancho Cordova, CA 95742
USA

If you're paying by credit card, please contact us immediately. Credit card orders should never be "pending". If this happens, do NOT place the order again without checking with us first. If you do, you may be charged twice. Instead, call us at 800-880-2592 or email customerservice@penguinmagic.com. We'll let you know what needs to happen quickly.

DO YOU MATCH PRICES FROM OTHER WEBSITES?

We sure do! We match prices from almost every magic website out there. If you see a lower price, please give us a call at 800-880-2592 BEFORE you place the order. If you are unable to call, please email us at customerservice@penguinmagic.com BEFORE you place the order. If you email us, please provide a link to the item(s) that you want price matched. We can match the price 99% of the time.

IS MY CREDIT CARD NUMBER ON FILE WITH PENGUIN MAGIC?

We do not keep any payment details on file. You will be prompted to enter in your payment details for each and every order.

WHY IS MY CREDIT CARD BEING DECLINED?

If your credit card is declined, the first thing you should do is contact the card issuer (Visa, Mastercard, etc.). Sometimes they put a security hold on your account if they think the card has been stolen. Sometimes the bank simply makes a mistake.

If you have already contacted your bank and everything appears to be okay with the card, please contact us at 800-880-2592 or customerservice@penguinmagic.com.

MY COUNTRY IS NOT LISTED ON YOUR SITE. CAN I STILL MAKE AN ORDER?

Sure you can! We can ship anywhere in the world. Here's how to place an order:

Go through checkout normally and select ICELAND for the shipping and billing countries. Why Iceland? Because this is Penguin Magic and penguins love ice! Also, our awesome Warehouse Team will be on the lookout for packages going to Iceland.

After you do that, go through the rest of checkout normally -- select Foreign Shipping, confirm your order, and then locate the Place Order button. But don't push it just yet! We still need to know where you want your package to go. Right above the Place Order button you will find a large text box. Please write the name of the country where your order is headed in that box. Our Warehouse Team can see everything you write in there, so they'll make it happen for you. Once you do that, push the Place Order button and you're all done.



SHIPPING QUERIES

WHAT DOES "USUALLY SHIPS WITHIN 24 HOURS" MEAN?

Unfortunately this does not mean that your package will arrive at your address within 24 hours (although some packages do, especially places close to Sacramento, California). This phrase means that your package will "ship out" within 24 hours. Your order will be processed by our Warehouse Team and the package will be postmarked within a day of your placing an order with us.

Lots of other businesses will wait days, sometimes even up to a week(!), to ship out your order. We don't do that. We know you want to start learning your magic as quickly as possible, so we try to get it there fast.

If you ordered an item that is out of stock, it will not ship out within 24 hours. It will ship out as soon as it is restocked, usually within 1-2 weeks.

DO YOU OFFER FREE SHIPPING ON *ALL* ORDERS?

We offer free shipping on all domestic orders (orders heading to any of the 50 states in the USA and Puerto Rico) that are over $50. Shipments heading outside of the United States, including Canada and Mexico, will be charged a shipping fee that depends on the size and weight of the package. We do not add anything extra for "handling" charges.

WHAT ARE YOUR SHIPPING RATES?

Please visit our Shipping Rates Page to see our current shipping rates.

WILL MY ORDER SHIP OUT TODAY OR TOMORROW?

If you order before 1:00 pm Pacific time, or 4:00 pm Eastern time, your order will ship out today. We're open Monday through Friday, so if you place an order over the weekend or on a holiday, your order will ship out the next day that we are open.

MY ORDER IS BEING SHIPPED TO THE WRONG ADDRESS. HOW DO I CORRECT IT?

We recommend that you call us immediately at 800-880-2592. You can also email us at customerservice@penguinmagic.com, but since the issue is time sensitive, a phone call would be best. We cannot always have the package rerouted if it has already shipped (UPS cannot reroute packages to a different address after their carrier has accepted the parcel). In the case that we cannot have the package rerouted, we will arrange to have the package returned to us. Once we have received the package we will contact you to arrange a reshipment to the right address.

HOW DO I CHANGE THE SHIPPING METHOD FOR AN ORDER I JUST PLACED?

We recommend that you call us immediately at 800-880-2592. You can also email us at customerservice@penguinmagic.com, but since the issue is time sensitive, a phone call would be best. If the package has not already been picked up by the carrier we can arrange a shipping method change.



GIFT CERTIFICATE, GIFT CODE AND DISCOUNT CODE QUERIES

WHAT IS A GIFT CODE? WHAT IS A GIFT CERTIFICATE?

At Penguin Magic, gift certificates are issued in the form of a gift code. When you purchase a gift certificate, a gift code will be emailed to you. We do not send out physical gift codes -- they are issued only through email.

Please note that gift codes are not emailed immediately after you purchase a gift certificate. The email is sent out usually at the end of the business day, around 4:30 pm Pacific time.

Once you have a gift code, you can redeem it by following these instructions:

As you go through the checkout process you will come to a page where you select a shipping and billing address for your order. If you scroll down to the bottom of the page you will come to a box on the left side that says "Gift Certificate". Type your gift code there and press the Continue button. The gift code will be applied on the last page of checkout (the confirmation page with the Place Order button).

HOW ARE GIFT CERTIFICATES SENT OUT?

Gift certificates are sent out in the form of a gift code via email only. We do not send out physical gift certificates through the mail.

HOW DO I REDEEM A GIFT CERTIFICATE?

As you go through the checkout process, you will come to a page where you select a shipping and billing address for your order. If you scroll down to the bottom of the page you will come to a box on the left side that says "Gift Certificate". Type your gift code there and press the Continue button. The gift code will be applied on the last page of checkout (the confirmation page with the Place Order button).

CAN PENGUIN MAGIC SEND A GIFT CODE TO SOMEBODY ELSE FOR ME?

Yes we can. Please indicate the email address of the person to whom we should send the gift code in the "comments box". This is the text box right above the Place Order button on the last page of checkout. If no email address is entered into that box, the gift code will automatically be sent to the email address listed on the account that is being used to purchase the gift certificate.

Please note that gift codes are not emailed immediately after you purchase a gift certificate. The email is sent out usually at the end of the business day, around 4:30 pm Pacific time.

CAN I COMBINE TWO GIFT CODES?

Yes. Please call 800-880-2592 or email customerservice@penguinmagic.com. We'll combine them for you.

WHAT IS A DISCOUNT CODE?

Occasionally we give out discount codes as a special type of promotion.



ACCESSING DOWNLOADABLE CONTENT, MAKING SPECIAL REQUESTS, SUBMITTING TRICK IDEAS, AND EVERYTHING ELSE

HOW DO I ACCESS MY INSTANT DOWNLOADS, INSTRUCTIONAL VIDEOS, DVD DOWNLOADS AND EBOOKS?

Go to www.penguinmagic.com and click on MyPenguinMagic at the top of the screen (it's one of the big green buttons). If you're not already logged in you will be prompted to enter your user name/email address and password. If you are logged in you will go straight to a list of the instant downloads, instructional videos and ebooks that you have purchased.

Three icons will appear next to the product name. Click on "Watch" if you want to watch the demo video. Click on "Learn" if you want to watch the instructional video. Click on "Discuss" if you want to enter the private discussion forum for that effect. Please note that if you click on "Discuss" you will be prompted to enter in your user name and password (your email address will not work here). If you don't know your user name or password, please click on this link to reset your password.

For DVD downloads please click on the DVD Downloads link above your list of instructional videos/instant downloads. You will see your DVD downloads listed in alphabetical order. Click on "Click to View" next to the video you want to watch and your DVD download will begin loading. Please note that, depending on your connection speed, some DVD's can take up to half an hour to load. If you're on a fast connection the video should start up quickly and continue to load while you watch.

For ebooks (PDF's) please follow the steps above and then enter the forums for the ebook you want to view -- the link for it will be there. In some cases your ebook might not be listed here at all. If that is the case, please check your email -- you should have an additional email from us with the link to download the ebook. (If you don't see the email in your inbox, please check your spam or junk folders). If you still can't find it, contact us and we'll get it to you fast.

HOW CAN I MAKE A SPECIAL REQUEST FOR MY ORDER?

We understand that you may have special requests for your order because, hey, we're magicians, too. Sometimes you need something specific to make the magic happen, and most of the time we can accommodate your request.

If you have a special request (i.e., a color request for a deck of cards) please indicate your preference in the comments box during checkout. The "comments box" is the text box on the last page of checkout right above the "Place Order" button. Our Warehouse Team can see what you write in there and will do their best to make it happen.

Of course sometimes we can't do it. Sometimes our suppliers only have the blue version of a trick and not the red. Other times it's reversed. That's just part of the manufacturing process. If you absolutely must have a trick a certain way, let us know that in the comments box. If a red backed trick is unacceptable, let us know not to ship it if red is all we can get. If you let us know that, and we can't provide what you need, we'll indicate this on your receipt and issue a refund for the item.

HOW CAN I SUBMIT A TRICK THAT I INVENTED?

Penguin Magic is always looking for new effects and new magicians! We'd love to take a look at your creations. You can submit your effect (or variation on a preexisting effect) by mailing us a sample with instructions, or by emailing us a video demo/instructional video. Please address your package this way if you're sending us your creation through the mail:

Penguin Magic
New Tricks
3299 Monier Circle, Suite A
Rancho Cordova, CA 95742
USA

Or to customerservice@penguinmagic.com if you're sending us a video via email. One of our magicians will take a close look at your creation, usually within 2-3 weeks, and then get in touch with you via email or phone if it's something we're interested in pursuing. If you don't hear back from us within a month or so, don't be discouraged -- just keep on coming up with great new ideas and sending them our way! Your next one might be just what we're looking for.

CAN I ADD A DVD TO THE "CHOOSE 5 FOR $99" DEAL THAT ISN'T ON THE LIST?

That list expands as Penguin Magic continues to produce more and more of its own DVD's. Unfortunately we cannot add DVD's to this list that were not produced by Penguin Magic, so that list cannot be expanded to include other titles.

I'M TRYING TO PURCHASE THE "CHOOSE 5 FOR $99" DEAL, BUT IT'S CHARGING ME FULL PRICE FOR EACH DVD. WHAT'S GOING ON?

In order to avoid being charged the full amount for each disc, please remove the individual DVD's from your shopping cart. You are going to add the "Choose 5 for $99" item to your cart. (Click the Add to Cart button on this screen: http://www.penguinmagic.com/product.php?ID=1902).

Next, go through checkout normally until you get to the Place Order button. But don't push it just yet! We still don't know which 5 DVD's you want. Right above the Place Order button you will see a text box. That is where you are going to type in the list of DVD's. Our Warehouse Team sees what you type into that box and will pack the DVD's you select. Afterwards, push the Place Order button and you're all set!

I RECEIVED A DEFECTIVE ITEM. WHAT DO I DO?

Please contact customerservice@penguinmagic.com or call 800-880-2592. If the issue cannot be worked out over the phone or email, you will given a return form that MUST be included when you return the item(s) to us.

HOW DO I GET A COPY OF MY INVOICE/RECEIPT?

Please click on View Account in the upper right corner of the screen, then click on View Past and Current Orders. There you can select an order and print out a copy of the invoice.

HOW DO I BECOME AN AFFILIATE OF PENGUIN MAGIC?

Please email development@penguinmagic.com for details on how to become an affiliate.

CAN I PLACE AN ORDER FOR SOMETHING THAT IS CURRENTLY OUT OF STOCK?

Our system will not allow you (or us) to place an order for an item that is out of stock. The item must be accounted for in our inventory before an order can be made for it.

HOW DO I FIND OUT IF/WHEN A PRODUCT WILL BE BACK IN STOCK?

Please call 800-880-2592 or email customerservice@penguinmagic.com. We don't always have ETA's for out of stock items, but if we do for the particular item you're inquiring about, we'll let you know when it will be available.

I WANT TO PURCHASE SOMETHING BUT I CANNOT FIND IT ON YOUR WEBSITE. WHAT CAN I DO?

Even though we carry almost 9,000 products, there will inevitably be a few things you can't find on our website. If this is the case, please call 800-880-2592 or email customerservice@penguinmagic.com. Every effort will be made to special order this item for you.

I JUST RECEIVED MY ORDER, BUT SOMETHING IS MISSING. WHAT IS GOING ON?

There are a few reasons why an item might not be included in your order. If this happens, please take a look at the invoice that came in the package. Our Warehouse Team might have written on there what happened.

For instance, if the item that is missing is actually an instant download, they will write "DL" on the quantity line next to the item.

If the item is out of stock, they will write "0" on the quantity line next to the item. That means you are on the back order list for this item, and it will ship out as soon as it's available.

If you have looked at the invoice and still do not know why the item is missing, please email customerservice@penguinmagic.com or call 800-880-2592 for details.

THERE IS A TEXT BOX ABOVE THE PLACE ORDER BUTTON THAT SAYS "Have CHOICES TO MAKE FOR YOUR ORDER? (Bonus selection, DVD selection, card color etc) WRITE THEM HERE!". WHAT DO I PUT THERE?

We call it the "comments box". You may not need to write anything there, but you may need to: (1) if we're running a promotion and you need to tell us what bonus items you want; (2) if you are purchasing the "Choose 5 for $99" deal and you need to tell us what DVD's to send you; or (3) if you want to tell us your color preference for a card deck or trick.

Our Warehouse Team can see what you write there. Every effort will be made to ship out your order exactly the way you want it.



SOME FUN FACTS ABOUT MAGIC

CAN LEARNING MAGIC REALLY MAKE ME SMARTER?

You bet it can. Any activity that promotes problem solving is good for our minds. Learning Karate, playing an instrument, and reading are well known, worthwhile activities for stimulating the mind, and magic works the same way. You begin with a problem -- a coin needs to disappear. You consult the resources you are given, whether it's in book or video form. Then you learn all the moves necessary to solve the problem, practice, practice, practice, and soon it's second nature for you. You've learned a new skill.

CAN MAGIC HELP ME IN OTHER AREAS OF MY LIFE?

Aside from providing crucial problem solving know-how, magic certainly can make a big difference in our lives. Magic can open the social floodgates by getting us talking to other people. It's a great ice breaker. And it's something clever that takes time and effort to perfect. Studies show that people -- children and adults alike -- who engage in creative activities like learning magic are more likely to excel in school, at work and in social settings.


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Call us at 800-880-2592 | International Dial: +1 707-317-6733

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