Customer Help
Check out our FAQs before messaging us 🙂
Common purchase queries answered
Orders and Shipping
Once your order is placed, we’ll begin crafting your custom product right away. Production typically takes 2–7 business days (most orders are ready in 2–3 days), depending on complexity and current volume. As soon as your item ships, you’ll receive an email with tracking information so you can follow its journey to you.
Creating an account is quick and easy! Simply click on “My Account” at the top of the website, where you’ll see the option to register and set up your new account. You can also create one directly during the checkout process if you’re placing an order—it’ll guide you through the steps seamlessly. Having an account lets you track orders, save favorites, and speed up future purchases!
If you’re a registered user, simply log in to your account and click on “My Account” in the top-right corner of the screen. From there, you’ll find the option to view and update your shipping address details.
If you’ve already placed an order and need to change the shipping address, please contact us as soon as possible—we’ll do our best to accommodate the request if the order hasn’t shipped yet!
Once your order ships, we’ll send you an email with your tracking number and a direct link to the carrier’s tracking page. You can use that tracking code on the shipping carrier’s website (such as USPS, UPS, or FedEx, depending on the service we use) to monitor your package’s progress in real-time.
No, we do not store any credit card information on our servers or in your account. Your payment details are securely processed through our trusted payment processor and are never saved by us. However, some web browsers or devices may offer to save your card details for autofill convenience—that’s managed entirely by your browser, not by our site. Your security is our priority!
We currently ship to the United States and its territories (including Puerto Rico, Guam, U.S. Virgin Islands, and more). International shipping is not available at this time, but we’re actively exploring options to expand worldwide in the future. If you’re outside the US and interested in our products, feel free to reach out—we can keep you updated on any changes!
Whenever possible, we’ll ship all items from your order together in a single package for convenience. However, if the items don’t fit safely in one box (due to size, weight, or to protect delicate pieces), we may split the order into two or more packages. Rest assured, there are no additional shipping charges for multiple packages on the same order—they’ll all ship at the same time with tracking provided for each!
For online orders, all payments are securely processed through PayPal. This means you can use any major credit card (Visa, Mastercard, American Express, Discover) or your PayPal account—no need to have a PayPal account yourself if paying by card!
At in-person events, pop-ups, or conventions, we happily accept cash or any major credit card directly. We’re all about making checkout easy and convenient for you!
Your security is a top priority for us! All online payments and checkout processes are handled securely through PayPal, one of the most trusted and widely used payment platforms in the world.
PayPal uses industry-leading encryption and fraud protection to keep your personal and payment information safe—we never see or store your full credit card details on our servers. Whether you’re paying with a card or your PayPal account, you can shop with confidence knowing your transaction is protected by PayPal’s robust security measures.
If you ever have any concerns, feel free to reach out—we’re happy to help!
Custom Items
Some of our items can be customized such as dice towers. If you are looking to have a custom engraving, please reach out to us at store@wyrmandwhelp.com with your request.
Yes! In addition to our standard lineup, we occasionally create unique, one-of-a-kind pieces and custom gifts that aren’t available on the website or at events. Past examples include custom pool cue holders, tarot card holders, and other personalized items. If you’re interested in something special, feel free to reach out—we’d love to discuss your ideas!
No, personalized and custom items are not eligible for returns, refunds, or exchanges. Because each piece is made specifically for you, these orders are final sale. We prioritize clear communication throughout the entire process to ensure you’re completely happy with the design and details before we begin production. If you have any questions or need adjustments during the design phase, we’re here to help!
We love fantasy themes and can absolutely create original designs inspired by epic worlds like dragons, thrones, medieval heraldry, direwolves, or intricate house sigils! However, to respect copyrights and trademarks, we cannot reproduce exact logos, characters, quotes, or elements directly from Game of Thrones (or any other movies, TV shows, sports teams, etc.).
If you’d like something in that style—perhaps a custom dragon motif, a unique family crest, or a throne-inspired piece—just describe your vision, and we’ll work with you to craft an original design that’s uniquely yours. We’re excited to bring your ideas to life while keeping everything legal and original! Feel free to reach out with details.
We totally get the temptation—some of those designs are awesome! And we appreciate you wanting to work with us. 🙂 However, we have to respectfully decline any requests to reproduce copyrighted or trademarked characters, logos, quotes, or elements from movies, TV shows, games, sports teams, brands, or other protected works—even if it’s just for personal use.
Reproducing those would violate intellectual property laws, and we’re committed to keeping things legal and ethical (no matter how small the risk might seem). Instead, we’d love to create something original inspired by the style or theme you like—think custom dragons, fantasy crests, unique symbols, or whatever vibe you’re going for!
Just describe what you have in mind, and we’ll team up to make something truly one-of-a-kind that’s all yours. Feel free to reach out with your ideas!
If you’d like something in that style—perhaps a custom dragon motif, a unique family crest, or a throne-inspired piece—just describe your vision, and we’ll work with you to craft an original design that’s uniquely yours. We’re excited to bring your ideas to life while keeping everything legal and original! Feel free to reach out with details.
If you need to swap an item
Returns and Exchanges
We want you to love your purchase! For non-customized items, we accept returns within 30 days of delivery, provided the item is unused, in its original condition, and in original packaging. We’ll issue a full refund upon receipt (buyer is responsible for return shipping fees).
Please note: Personalized and custom items are final sale and not eligible for returns, refunds, or exchanges due to their made-to-order nature.
To start a return, simply contact us with your order details—we’re here to help make the process as smooth as possible!
We’re so sorry for the mix-up—that’s not the experience we want for you! Please contact us right away so we can make it right. Simply email support@wyrmandwhelp.com with your name, order number, and a quick description (or photo) of what you received. We’ll respond promptly and guide you through the resolution—whether that’s sending the correct item, arranging a return, or issuing a refund. Your satisfaction is our top priority!
We’re truly sorry to hear your order arrived damaged—that’s never our goal! Please reach out to us right away so we can make it right as quickly as possible. Email support@wyrmandwhelp.com with your name, order number, and a few photos of the damage (including the packaging if possible). This helps us resolve things faster.
We’ll guide you through the next steps, which may include a replacement, repair, or full refund—whatever works best for you. Your satisfaction is our top priority!
Returns can be sent to:
Wyrm & Whelp
c/o Returns
109 W. 5th Ave
Warren, PA 16365
We’re here to help with any questions or concerns! The best way to reach us is by emailing support@wyrmandwhelp.com. Feel free to include your order number (if applicable) and as many details as possible—we typically respond within 1-2 business days, often sooner.
Whether it’s about an order, a custom request, product info, or anything else, don’t hesitate to get in touch. We love hearing from our customers and will work hard to make things righ
Don’t worry—mistakes happen! If you’ve entered the wrong shipping address, please contact us as soon as possible so we can correct it before your order ships. Email support@wyrmandwhelp.com with your name, order number, and the correct shipping details.
The sooner you let us know, the better chance we have of updating it in time. If the order has already shipped, we may need to work with the carrier or arrange alternative solutions. We’re here to help make it right!
Yes, in many cases we can help! If you need to change details (like shipping address or item options) or cancel your order entirely, please contact us as soon as possible—the sooner, the better, since we often start production quickly on custom and handmade items.
Simply email support@wyrmandwhelp.com with your name, order number, and the changes you’d like. We’ll review your request and let you know right away if we’re able to accommodate it (for example, before production begins). If the order has already been made or shipped, changes or cancellations may not be possible, but we’ll always do our best to work with you.
We’re here to help—don’t hesitate to reach out!
Miscellaneous
We don’t have a permanent physical storefront (yet). Instead, we love connecting with customers in person through various pop-up events and conventions across Pennsylvania, Ohio, and New York. You can also find our products available for sale in select game-centric stores in the region.
No!
Our wooden products are crafted from a variety of premium, locally sourced hardwoods—including Cedar, Baltic Birch, Walnut, Cherry, Sapele, Maple, Mahogany, White Birch, White Oak, Red Oak, and Hickory—as well as sustainable MDF cores where appropriate. Every piece is designed, cut, engraved, painted, and assembled right in-home with care and attention to quality.
Our wooden gaming accessories, such as dice towers, trays, and boxes, are designed primarily for ages 8 and up. They contain small parts (like dice stops or removable pieces) that could pose a choking hazard for younger children, and some feature engraved or painted details best enjoyed by older kids and adults.
We recommend adult supervision for children under 12, and they’re perfect for family game nights with tweens, teens, and grown-ups! If you’re shopping for a younger child, feel free to reach out—we’re happy to suggest safer options or simpler designs.
Your wooden gaming accessories are built to last with a protective clear-coat finish that helps guard against everyday environmental wear, like humidity and light handling. That said, they’re made from real wood, so a little care goes a long way!
- Use them with love—roll dice, organize your game night, and enjoy!
- Avoid dropping them from high places or onto hard surfaces like concrete, as this could cause cracks or breaks.
- Keep them away from extreme heat, direct sunlight for long periods, or excessive moisture to prevent warping or fading.
- For cleaning, simply wipe with a soft, dry or slightly damp cloth. Avoid harsh chemicals, soaking, or abrasive cleaners.
Treat them like treasured game pieces (not bowling pins!), and they’ll stay beautiful and functional for years of adventures. If you ever have questions about a specific piece, feel free to reach out!
Yes, we do! We’re excited to partner with game stores, conventions, events, and retailers who share our love for tabletop gaming. We offer special wholesale and bulk pricing options tailored to your needs.
To discuss details, get a quote, or learn more, simply email us at support@wyrmandwhelp.com. We’re happy to work with you and provide all the information you need. (A dedicated wholesale page is coming soon—stay tuned!)
