FAQ

August 5, 2026

# Wizard of Flow — FAQ

_Everything here is handmade to order by a very small team. This page is the straight answer to the questions we get every week._

## Contents
- Orders, lead times, and the build queue
- Rush Orders & Hard Deadlines
- Changing, Combining, or Cancelling an Order
- Shipping, Tracking & International Orders
- Returns, Refunds & Cancellations
- Choosing the right prop: sizing and specs
- Grips, Fuel, and Taking Care of Your Props
- Repairs, Parts & Custom Work
- Stock, Pre-Orders, Pricing & Reaching Us

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## Orders, lead times, and the build queue

Nothing here is sitting on a shelf. Your prop gets built by hand after you order it, oldest orders first, by a very small team — so the wait is real, and we'd rather you hear the honest number before you buy than after. Here's how the queue works, how to find out where you are in it, and what to do when your date is tight.

### How long does it normally take to have a staff made and shipped out?

Plan on 8 to 12 weeks from order to shipping label, and longer if you order into a backlog. For reference: in late July 2026 we were still building orders placed in May.

If you've seen 2-3 weeks or 4-6 weeks somewhere on this site or in an older reply from us, ignore it. Those numbers are out of date. This is the one that's accurate. OR NOT...

Two things do move faster. Raw materials — tubing, carbon fiber, kevlar, grip, tape, balls — usually ship the next business day. Premade contact staves ship within about a week when we have them, and they're sold out right now.

For where the queue actually is today, see the next question.

### Why does it take so long? Don't you have any in stock?

Because it isn't made yet. Every staff, sword, poi set, triad and dragon is built after your purchase is finalized — your length, your diameter, your wick size, your grip. Our shipping policy says it plainly: items are handmade at the time of purchase.

The one exception is our premade contact staves. Those ship in about a week and go out exactly as built, with no customizations. They're sold out at the moment, so right now everything really is made from scratch.

The shop is also small. It's very often one person in the building on a given day, and everyone here has other jobs, other responsibilities, and their own practice.

That's the trade. You wait longer, and you get a prop cut and wrapped for you instead of pulled off a rack.

### Are spell binder dragon staffs considered a custom item where the wait time applies? And travel contact staffs specifically?

Yes to both, and to nearly everything else we make. Spell Binders, dragon poles, travel and solid contact staves, Mastery practice staves, fire swords, poi, rope darts and tech staves are all built to spec after you order, so the queue applies to all of them.

What genuinely moves faster:

Raw materials — 7075 tubing, carbon fiber tube, flat kevlar, grip, silicone tape, rubber balls, staff flowers — usually ship the next business day.

Premade contact staves — about a week, but they go out AS IS with NO customizations. Sold out right now.

Adding Rush to an item, which moves that item up. See the rush question below.

We don't keep premade dragon staves — those are always built from scratch.

### How long would it take for my order to be completed? I saw that you are shipping August orders.

The most current answer is always the announcement bar at the top of wizardofflow.com. That's where we post which month of orders we're building right now.

Find your order date on your confirmation email and compare. If we're on May and you ordered June 10, we haven't reached you yet. If the bar is on your month, you're close.

That bar is more current than anything we can write on this page, so trust it over any number here.

### It's been weeks and I still don't have a tracking number. What does that mean?

It means your order isn't built yet. That's the rule, and it's the one line from our auto-reply worth memorizing: if you don't have a tracking number, your order is not done being made.

It doesn't mean anything got lost or missed. Being in the queue means we've received your order and it's waiting its turn — it does not mean someone has started cutting.

When the build is finished the label prints and the tracking email goes out automatically. That email is your notification.

### How will I know my order has shipped? Do you guys send an email when the order is on the way?

Yes. When your shipping label prints, an automatic email goes out with the tracking number. That's the notification.

It goes to the email address on the order, so check your spam folder if you're expecting it and it hasn't landed.

You don't need to check the site every day — nothing appears there before that email does.

### Will there be an email sent when the staff has started to be made?

No. We'd like to have that. We don't yet.

You'll hear from us in exactly two situations: if we have a question about your build (a spec that won't work, or a color that's out — colors are not guaranteed, and we email you if yours is gone), and when your tracking number goes out.

Otherwise, no news is good news. Silence means you're in the queue and nothing is wrong.

### Just wanted to check on the status of my order — any idea on a shipping date?

Message us through the chat on wizardofflow.com or email info@wizardofflow.com, and include your order number. We can't answer any order question without one. Product name, your deadline, and photos if something's wrong all help too.

Messages are checked about once a day, so give it a day before following up.

Please keep it to one channel. Reaching out on Instagram or other platforms gets us to your issue slower, not faster.

And an honest limit: we can tell you which month we're building and roughly how far out you are. We can't give you a precise ship date. There are too many variables to promise one.

### I want to add another item to an order I already placed — can you just add it on?

The only way to add an item is to buy it. But don't let that split your shipment or your place in line.

Place the new order and put the earlier order number in the order notes. We'll build them together and send them in one box, and we can take the shipping cost off afterward.

If you don't tell us they go together, the separate order fragments the job and confuses the crafters — that delays builds, it doesn't speed them up.

And a second order doesn't jump the queue. We build oldest first. The only thing that moves an item up is Rush.

### Can I change my shipping address or my specs after I've ordered?

Message us with your order number as soon as you can, and put the correction in the order notes too. Because nothing is started until we reach your order in the queue, a change caught early is usually workable.

One thing to be aware of from our shipping policy: order modifications aren't free. If the contact or shipping information on an order is incomplete or incorrect, it's either a refund to store credit or a modification fee of $10 plus the updated shipping cost.

### Can I pay more to rush the order? I need it by 5/28 if at all possible.

Yes. We have a Rush Order option and it works. Three things catch people out.

Rush is per item, not per order. If your cart has several staves and a triad, you add rush to each item you want rushed — it doesn't apply to the cart as a whole.

If you've already checked out, don't place a new order for it. Message us with your order number and we'll send an updated invoice for the rush.

Rush speeds up the build, not the postage. If you have a hard date you may want faster shipping as well. International orders generally go DHL, which is the option that's both mostly worldwide and affordable.

And tell us the date up front. If you have a gig, a flight or a festival, put it in your first message — it's the single most useful thing you can tell us, and it's what lets us tell you honestly whether the date is doable.

### Why is everything slower right now? Is there a busy season?

Yes and yes.

Summer is the hardest stretch — general summer rush stacked on top of Burning Man orders. The winter holidays are the other one; if you want a prop under a tree, order early and consider Rush. Festival weeks slow us too, since prepping for or vending an event like GLFF or Firedrums pulls people out of the shop.

Then the one-offs. Hurricane Helene hit the region in late September 2024 and left us a one-man operation with months of backlog. Steve broke his foot on 8 June 2026, and production has been drastically slowed since — that's the live cause of the current delay.

### It's been 2 months and I'd like a more specific answer please. If you haven't gotten to it yet, I'd like to request a refund.

Fair. Here's how to get a real answer fast.

Compare the queue month at the top of the site to your order date. If the queue is behind your month, you're still in line and we haven't reached you. If it's on your month or past it and you still have no tracking number, message us with your order number — something may have stalled and we want to know about it.

And if you're past your deadline or just done waiting: message us with your order number and we'll cancel and refund it. We'd rather refund you than have you sitting on a prop you needed for events that have already passed.

Two things to know. The payment processing fee (3% + $0.39) doesn't come back to us, so it's deducted from the refund. And this is about cancelling before your prop ships — once a custom item has been delivered it can't be returned, and returns on eligible non-custom items have to be arranged within 7 days of delivery by emailing info@wizardofflow.com first.

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## Rush Orders & Hard Deadlines

Gigs, festivals, flights, travel — if you need gear in hand by a specific date, read this before you order. Two things to know up front: rushing the build and paying for faster shipping are two different things, and the rush is charged per item, not per order.

### Can I pay more to rush the order? I need it by 5/28 if at all possible.

Yes. We offer a paid rush that gets your build done sooner than the normal queue would. The reliable way to set it up is to message us — before you order with the item and the date, or after with your order number — and we'll send you an updated invoice for the rush. Two things help us enormously: give us the date you need it in your hands, not the date you want it shipped, and tell us before you order rather than after. A deadline we hear about once the build is underway is much harder to do anything about.

### How much does the rush cost, and what does it actually get me?

[RUSH FEE — owner to confirm] per item. What you're buying is a build that gets finished sooner than it otherwise would. It does not touch shipping — once the box leaves us, the carrier moves at whatever speed you paid for at checkout. Message us the date before you pay for the rush and we'll give you a straight read on whether it's realistic. What we won't do is promise an exact delivery date; there are too many variables for that, and we'd rather be honest than optimistic.

### If I take the rush order on my items today (8 fire tech staffs, 1 fire triad), does that cover everything?

No — and this is the one that trips people up most, so please read it twice. Rush is charged per item, not per order. Nine items means nine rush fees if you want all nine moved up. Paying one rush fee on a nine-item order does not push the whole order forward. If only one prop actually has to make the gig, tell us clearly which one — and ask us what happens to the rest, because orders normally ship together in one box, so rushing part of an order doesn't automatically mean part of it ships early. If you already paid a rush and thought it covered your whole cart, message us with your order number. We'd much rather sort it out than quietly build one item and leave you short.

### Would a rush order work if I put it in now, after I've already ordered?

Usually, yes. Message us with your order number and the date you need it, and we'll send an updated invoice for the rush. Your build moves once that's paid. One hard limit: if your order is already built and a label has been printed, a rush does nothing — it's already out the door. The simple test is tracking. If you don't have a tracking number, your order isn't finished being made, so there's still room to ask.

### I have an event coming up in two weeks and need my props. Can you make that happen?

Straight answer: for anything made to order, two weeks is usually not realistic. Everything is cut and built by hand after you order, by a very small team who all have other jobs. Ask us before you order — send the date, the item, and where it's shipping, and we'll tell you where the queue actually is and whether it's a yes or a no. If it's a no, we'd rather say so than take your money and disappoint you at the venue. Don't order and hope. The one exception is raw materials and any premade that's genuinely in stock — see below.

### How do I tell you my deadline so it actually gets seen?

Put it in the cart note when you check out: the date you need it in hand, what it's for (gig, festival, flight), and the destination. Then message us here with your order number so it's on the thread too. Include the order number every time — we can't answer an order question without it. Keep it all in one place. Reaching out on Instagram or elsewhere splits the conversation and slows down your answer rather than speeding it up. Messages here are checked about once a day.

### What's the difference between the rush option and paying for faster shipping?

They're different things and you may need both. A rush changes when we build it. Faster shipping changes how fast the carrier moves it once it's built. A rushed build sent by the cheapest ground option can still miss your date, and paying for overnight won't save you if the build hasn't started yet. For reference, we've quoted domestic 1-day through USPS at around $65. International goes out via DHL — it reaches most of the world at a sane price, and the alternatives get wildly expensive. Shipping is calculated at checkout, and the number you see there can be off, since we only know the real size and weight once the prop exists.

### Can I pay for faster shipping now that the order is already placed?

Message us with your order number before you assume either way. Our standard answer has been no — we haven't had a way to add a shipping upcharge after checkout — and the reliable fix is to rush the build instead, so it leaves sooner.

### If I order today, will it get to New Zealand before 5 March? We're leaving on a trip.

Ask us before you order — international deadlines need a real conversation, not a guess. We ship worldwide through DHL. The part nobody controls is customs: it can add days with no warning, and neither a rush nor faster shipping has any effect on it. Import taxes and duties outside the USA are the customer's to pay. Give us your travel date, not your event date, and leave yourself room between the two. A few destinations we simply can't reach — if checkout shows no shipping options for your address, that's the reason, and it's worth messaging us rather than retrying.

### What happens if you can't make my deadline after all?

We tell you. No silence, no vague reassurance. Sometimes there's no way to give precise dates given the variables, and when that happens you get the real picture and it's your call: keep waiting, or cancel for a refund to your original payment method. We'd rather refund you than have you standing at a gig empty-handed. Two things worth knowing before it gets to that point. A custom piece that's already built can't be returned — custom and personalized items are non-returnable under our refund policy — which is exactly why it's better to raise a wobbly deadline early, before it's cut and wrapped. And if a non-custom item arrives too late to be any use, email info@wizardofflow.com within 7 days of delivery to start a return.

### What's the fastest thing I can actually get from you?

Raw materials — 7075 tubing, carbon fiber tube, grip, Pure Flat Kevlar, silicone tape — often ship the next business day. Premade fire contact staves ship within a week, but they go out exactly as built: as-is, no customizations. Everything else is made from scratch after you order, and that's what the lead time is. Premades sell out fast and can stay sold out for a while, so if you're shopping against a date, check the listing before you plan around it, or just ask us what's actually on the shelf.

### Will you let me know it's being worked on? I've checked the site every day for three weeks.

Here's the honest version so you can stop refreshing. If you don't have a tracking number, your order isn't finished being made. You'll hear from us when a shipping label is printed, or if we have a question about your build — that's it, and a rush doesn't change that. No news genuinely does mean things are moving normally. If you're working to a hard date and want an update, message us with your order number and we'll answer; messages are checked about once a day. We just can't do daily updates for everyone.

### You're vending at a festival I'm going to — can I order now and collect it there instead of shipping?

Ask us, and ask early. This comes up every season, and for a hard deadline it can be a genuinely good answer, because it takes the carrier and customs out of the picture completely. But it depends on which events we're actually vending and how the build queue lines up, so it's a conversation rather than a checkout option. Message us with the event, the dates, and what you want.

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## Changing, Combining, or Cancelling an Order

Once an order is placed and paid, you can't edit it yourself and we can't add items to it — every change is done by hand on our end, and every change needs your order number. Address updates are usually the easy one. Spec changes depend on where your order sits in the queue. Adding items means placing a second order that points back at the first.

### Hey, can I change my shipping address?

Yes — message us here with your order number and the full new address, and we'll update it by hand. Two things people get caught by: you can't edit the address yourself after checkout, and updating the address on your account profile does not change an order that's already placed. Tell us as early as you can. If you don't have a tracking number, your order isn't done being made, so there's still room to move. Once a label is printed, the address on that label is the one the carrier uses.

### can i get an email confirming the address change???

Ask and we'll confirm it here in the chat once it's updated. We don't have an automatic email for address changes — the only automatic notifications on a build are the tracking email when a label gets printed, or a message from us if we have a question for you.

### Bought the staff but realized I wanted big baller wicks instead. Can you change it, or do I need a refund and rebuy?

Ask us before you rebuy. A refund-and-rebuy puts you back at the end of the line, because your place in the queue is set when the purchase is finalized. Send us the order number and exactly what you want changed — wick size, length, diameter, grip, color. Whether we can do it depends on where your order sits. If it hasn't been built yet, a wick swap is usually straightforward. Once a piece is actually built, changing it is hard; we say the same thing about regripping a finished travel staff, and we'd steer you away from that. When we're deep in a backlog we may just ask you to send the request and sit tight until we reach it. If a change is going to cost anything, we'll tell you before we do it. For reference, the fire contact staff wick options are: Lite Baller 2.75" (4-6 min burn), Baller 3" (5-7 min), Big Baller ~3.5" (7-9 min), and Unlimited (5-7 min, big flame, rolls quick).

### Is there a way to double check the length I purchased?

Yes. Send your order number and we'll read back exactly what's on your build: length, diameter, wick size, grip type, color. The order number is required — without it we can't look you up, and a message without one just costs us both a round trip. Worth doing before you ask us to change anything. Two things while you're checking: if you're still deciding, we recommend 18mm if you're unsure, and 16mm shouldn't go past 58" or it starts to flex and bounce. And colors aren't guaranteed — if what you picked is out of stock, we'll email you.

### I don't just want to add items, I need to change the order details too. Can't you help?

We can, but adding and changing work differently. We can't add a product to an order that's already paid — the only way to add items is to buy them. Place a second order, and in the cart note write your first order number and that you want them combined. We'll build them together and ship them in one box. For detail changes, send the order number and the exact change in the same message. Both are manual, so be specific: "order #1234, change the wicks from Baller to Big Baller" gets handled. "Can I change my order?" doesn't.

### I wasn't sure if I need to buy two fire tech staves or if the order comes as a pair.

Fire Tech Staves are sold individually — 13mm is $110, 16mm is $120. If you want doubles, buy two. If you already ordered one and want a second, place the second order and put the first order number in the cart note so they're built and shipped together. Worth knowing: the Tech Triad is a different product and is sold as a pair, at $150.

### If I place a second order to add something, do I get charged shipping twice?

You'll pay shipping at checkout on both, and we take the duplicate off when we combine them into one box. Put the first order number in the cart note so we know to combine. It only works in that direction — we can remove shipping cost after the fact, but we have no way to retroactively charge more. Heads up that the checkout calculator is an estimate; we ship on real size and weight, and it sometimes comes out higher than what you were quoted.

### Does it matter if I just place a second order instead of asking you to change the first?

It matters that you link them. Put your first order number in the cart note and the two stay one job — built together, shipped together. An unlinked second order fragments the process and confuses the crafters, and the two can end up handled as unrelated orders. One line in the cart note is the whole difference.

### can we please cancel instead? This order is just causing a bit of chaos.

Yes. Send the order number and tell us you want to cancel. If it hasn't been built, we'd rather refund you than have you waiting on something you no longer want — we offer that readily and we're not going to argue about it. Once a piece is actually made, our return policy is the limit: custom and made-to-order items can't be returned, so at that point talk to us and we'll work out what makes sense for the situation, which is often store credit.

### Would a rush order work if I put it in now, on an order I already placed?

Yes. Send the order number and tell us which items you need rushed, and we'll send an updated invoice. Rush is per item, not per order — if you have five items and rush one, only that one moves up. That catches people out, so name the items. If you have a hard date — a gig, a festival, a flight — put it in the message; we can't work backward from a deadline we don't know about. Two honest caveats. Rush moves your build up the queue, it doesn't speed up the carrier; if you need the shipping itself faster, tell us and we'll quote it separately. And rush isn't a guaranteed date — this is a handmade shop and there are too many variables for us to promise a precise one.

### My order shipped to my old address. What happens now?

Tell us what happened, with the order number. If the package comes back to us, our shipping policy gives two paths: a refund to store credit, or we re-send it for a modification fee of $10 plus the updated shipping cost. If it doesn't come back, message us and we'll figure it out — we don't carry shipping insurance, but we take care of our customers when something goes wrong, and we'd rather reach a resolution that makes sense than leave you stranded. The prevention is boring but real: check the address at checkout before you pay.

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## Shipping, Tracking & International Orders

Everything here is handmade to order, so "shipping" really means two separate clocks: the time it takes us to build your prop, and the time the carrier takes to move it. This section covers the second clock — costs, address changes, tracking, customs, and what happens when a box goes missing or shows up broken. For build time, see the lead time section.

### How will I know my order has shipped? I've logged onto your website every day for the past three weeks to check. Do you guys send an email when the order is on the way?

You'll get an email with a tracking number the moment we print the label. That's the notification. You don't need to check the site.

The flip side is the rule we go by: if you don't have a tracking number, your order isn't done being made yet. There's no separate "your build has started" email right now. The other time you'll hear from us is if we have a question about your build — including if a colour you picked has run out, since colours aren't guaranteed. Otherwise, no news is good news.

### How is shipping cost worked out, and can the price change after I order?

Shipping is calculated at checkout by the postal calculator, using your address plus the size and weight of the box. That's why quotes move around. A 65-inch staff ships in a long box and costs real money to send; a roll of grip or a length of tubing does not. Two orders to the same address can quote very differently depending on what's in them.

The rate you see at checkout is worked out from estimated size and weight, and the true box isn't packed until your prop is finished.

### If I'm just ordering materials — tubing, kevlar, grip, silicone tape — how long until it ships?

Material orders often ship the next business day. Those are stock items sitting on the shelf: 7075 aluminium tubing, carbon fibre tube, pure flat kevlar, silicone tape, rubber balls, staff flowers, grip. Nothing to build, so nothing to wait on.

Anything handmade is different. Staves, swords, poi, rope darts, triads, dragon staves and spell binders are all built at the time of purchase and go into the queue. Same store, two completely different timelines.

If you've already got a prop on order and you want materials to travel with it, put the earlier order number in the notes when you buy them. We combine orders into one box and take the extra shipping cost off rather than charging you twice.

### I need to change the shipping address on an order I already placed. Can you do that?

Message us with your order number and the new address in full and ask us to update it — you can't change it yourself after checkout, and updating the address on your account profile doesn't change an order that's already in.

What's worked is adding the new address to the order note and having someone here update it by hand. Ask us to reply confirming the change so you've got it in writing.

Do it as early as you can. Once the label is printed it stops being an edit and becomes a redelivery problem with the carrier.

One thing to know before you ask: the shipping policy says there are no free order modifications. Depending on the change that can mean a refund to store credit, or a $10 order modification fee plus the updated shipping cost.

### Do you ship outside the US, and who do you ship with?

Yes. International goes out via DHL. It reaches most of the world and it's the most affordable option we've found — everything else we've priced is wildly expensive. Rates come up at checkout once you enter your address.

Be ready for international shipping on a long prop to be expensive. It's a big box going a long way, and in some regions rates are very high right now for reasons well outside anyone's control. What you see at checkout is what the postal calculator returns for your address and your box.

### Will I have to pay customs or import taxes?

Possibly, if you're outside the USA. Orders shipped outside the US may be subject to import taxes and duties, and those are the customer's responsibility. They're charged by your country when the package arrives, and they aren't included in what you paid at checkout.

How much depends entirely on your country's rules and the declared value. We can't quote it. If you're not sure, your national customs site is the place to check before you order.

### When I try to add my address the website says there are no available shipping options. Can you ship there?

That message means there's no shipping service configured for that destination — either the carrier doesn't offer one we can buy, or the destination isn't covered by our shipping zones. It's not a problem with your card. Svalbard is one we know of.

One customer worked around it by shipping to mainland Norway and having it forwarded from there, which is an option if you've got someone who can receive it. If that won't work, message us with the full address before you order rather than after.

### Do you have any policy for items damaged in transit?

Straight answer: we don't carry shipping insurance, so there's no claim to file. What we do instead is take care of it.

Shipping damage is rare for us, but when it has happened we've sent a replacement right away, or sent a return label so we can fix the prop here in the shop. Which one makes sense depends on what broke.

Message us as soon as you notice it, with your order number and photos — the box and the damage both. Don't sit on it: our published return policy works on a 7-day-from-delivery window for damaged items. Keep the packaging until we've sorted it out.

### I still have not received my order and I've done everything I can on my end to recover the package. What now?

Start with the carrier. Check the tracking, then contact your local post or DHL depot directly and ask them to trace it. A surprising number of "lost" packages are sitting at a depot, at a neighbour's, or being held for a customs charge nobody told you about. International boxes can also go quiet mid-route for a while and still turn up.

If it's genuinely gone, message us with your order number and the tracking. There's no insurance behind it, so what we've done in this situation is either build and send a replacement, or issue store credit as a gift card that arrives in your email. Tell us which you'd rather have. If neither of those works for you, say so directly rather than assuming the answer is no.

One thing to know about the replacement route: everything here is made by hand from scratch and there are no premades on the shelf at the moment, so a replacement has to be built and it goes through build time like any other order.

### I have a gig coming up and I need this by a certain date. Can I pay more to get it faster?

Yes, but be clear about which part you're speeding up.

The Rush Order option speeds up the build — it moves your item up the queue. It's charged per item, not per order, so if you're ordering eight fire tech staves and a triad, every item you need rushed has to have rush on it. If you've already ordered, message us and we'll add rush and send you an updated invoice.

What rush doesn't do is lock in a date. We're a small team and there are too many variables to promise a precise delivery date, so tell us the date first and we'll tell you honestly whether it's realistic before you pay for anything.

Faster carrier service is a separate thing — ask and we'll quote expedited shipping to your address.

Either way: give us the actual date you need it by, up front, in the order note or in chat. Not "soon" — the date. Build time is almost always the long pole, not transit, so the earlier we know, the more we can do.

### My bank won't complete the payment because of the currency your site is charging in. Can you invoice me another way?

Message us before you try anything else. Email info@wizardofflow.com or message us in chat with exactly what you want — product, options, quantity — plus your full shipping address, and we'll tell you whether we can raise an invoice another way.

Don't keep retrying the card, and don't pay through a third party.

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## Returns, Refunds & Cancellations

Short version: almost everything we make is built to your spec after you order it, and custom work can't come back. Here's the long version — the 7-day window, what actually gets refunded, what we do when something shows up wrong, and how store credit works. Every return starts with an email to info@wizardofflow.com within 7 days of delivery, before you ship anything back.

### Is there any way I could get a refund?

Yes, if the item is eligible. Email info@wizardofflow.com within 7 days of delivery with your order number, before you send anything back. To qualify, the item has to be unused, in its original packaging, and not custom-made. Custom and personalized items can't be returned. Neither can sale items, and that includes anything bought with a discount code. If we approve the return, the refund goes back to your original payment method within 10 business days after we receive and inspect it. Two things never come back: the 3% + $0.39 payment processing fee, and the original shipping you paid. Get your return in the mail quickly — returns postmarked more than 7 days after delivery may pick up a 10% restocking fee.

### It's been way longer than I expected. If you haven't started my order yet, can I just get a refund?

Ask us, with your order number. This comes up and we don't dodge it — when the backlog has run long we've offered refunds outright rather than argue about it. Tell us plainly whether you want the prop or the money, because the answer changes what we do next. If you'd rather have the staff, say so and we'll tell you where you actually sit in the queue. If you're out, say that instead. The one thing that makes this harder is waiting until the build is underway, because once we've cut and wrapped to your spec it's a custom piece and there's no unmaking it. So the earlier you tell us, the cleaner this is for both of us.

### Can we please cancel instead? This order is just causing a bit of chaos.

Ask, and ask early. Email info@wizardofflow.com with your order number and say plainly that you want to cancel. When the queue has run long we've told people straight out that if they want a refund it's no problem. But be aware of the real cutoff: your order enters the queue the moment the purchase is finalized, and once we've started cutting and building to your spec it's a custom piece, and custom pieces can't be returned or unmade. So a cancellation is easy while your build hasn't started and effectively impossible once it has. If a straight cancellation isn't on the table, ask about store credit — we've issued that as a gift card code before.

### I bought the staff but realized I wanted big baller wicks instead — is there a way you can refund it so I can rebuy, or a way to change it?

Message us fast with your order number and the exact change you want. If your build hasn't started there's a chance we can catch it, though during the busy stretches changes take us longer to get to. Changes are not free: our shipping policy covers order modifications with a $10 modification fee plus any updated shipping cost, or a refund to store credit. Don't cancel and rebuy on your own if you can avoid it — a new order enters the queue on the day you place it, so you'd go straight to the back of the line. And if you want to add an item rather than change one, don't fold it into a change request: place a separate order, put the original order number in the notes, and we'll combine them into one box and sort out the shipping.

### Everything is handmade after I order — does that mean my staff counts as "custom" and can't come back?

Our working rule: if you chose the specs, it's custom. That covers the Fire Contact Staff (Custom), Spell Binders, Contact Triads, and any staff where you picked the length, diameter, wick size, or grip. Those are not returnable. What we do treat as returnable, unused and in original packaging within 7 days: raw materials like 7075 aluminum tubing, carbon fiber tube, pure flat kevlar, silicone tape and rubber balls; premade staves when we have them, since those ship as-is with no customizations; and apparel like the $35 Wizard Tank Top. That split is how we handle it, not something spelled out on the policy page yet — so if you're not sure which side of the line your order falls on, ask before you buy, not after.

### And it just refunds to the credit card?

Yes. Approved refunds go back to your original payment method, within 10 business days after we've received the item and inspected it. That clock starts at inspection, not at the moment you drop the box at the post office, so budget for return transit on top. One exception: if we're making good on a lost or damaged package rather than processing a return, the outcome is usually a replacement or store credit rather than money back on the card.

### Why is my refund less than what I paid?

Three things come off the top. First, the payment processing fee of 3% + $0.39 is never refundable — our processor doesn't return it to us when a sale is refunded, so it's deducted from your refund. Second, the shipping you originally paid isn't refunded. Third, if your return was postmarked more than 7 days after delivery, a 10% restocking fee may apply. Worked example on a $200 contact staff: $200 minus $6.39 in processing leaves $193.61 back to your card, and whatever you paid to have it shipped to you stays spent. If it's late enough to trigger restocking, take another $20 off, so roughly $173.61. Return postage is yours too.

### Who pays to ship it back to you?

You do. Return shipping is the customer's cost, and the original shipping you paid isn't refunded. For returns worth more than $75 we recommend a trackable service — without tracking, neither of us can prove it ever got here, and a return we never receive can't be inspected or refunded. Email info@wizardofflow.com first and wait for the go-ahead and the return address. Don't ship anything back before we've said yes. Pack it the way we packed it; a bare tube in a thin box comes back bent.

### I used a discount code on my order. Can I still return it?

No. Sale items are non-refundable, and that specifically includes purchases made with a discount code. If you applied a promo at checkout, that order is final. That's separate from the custom rule, so a discounted custom build is doubly non-returnable. If the item turns up defective or damaged, that's a different conversation — tell us within 7 days with photos and we'll work it out with you.

### Do you have any policy for items damaged in transit?

Tell us within 7 days of delivery, with your order number and photos of the damage and the box. Straight talk: we don't carry added shipping insurance, so there's no insurance payout backstopping this. What we do instead is make it right ourselves. Past resolutions have been sending a replacement out right away, mailing a return label so we can repair it here, or issuing store credit. On paper our exchange policy covers non-custom items that arrive defective or damaged, and asks you to contact us within 7 days. In practice we've replaced and repaired custom pieces too, because we built them and we know our own work.

### It broke a couple of months in — can I send it back?

Not as a return. The 7-day return window is for items that arrive wrong, not for wear or later breakage, so this is a repair question. We're not taking repair orders at the moment and we don't have a reopen date to give you. Parts are usually the easier route — message us with your order number and photos and we'll tell you what we can do. Spare Spell Binder hubs run $20-30, and spare wicks are $22 for RUPIE and $33 for 0RB. And some things are consumables, not failures: Wizard Grip degrades in UV and lasts roughly 2 months of moderate use up to about a season, Goat Grip about a year. A worn grip is normal and gets replaced, not returned.

### I still haven't received my order and I've done everything I can on my end to recover the package. Can I get a refund?

Message us with your order number and the tracking number and tell us what the carrier has said. Because we don't carry added shipping insurance, the usual outcome on a genuinely lost package isn't money back on your card — it's us rebuilding and reshipping the item, or issuing store credit for what you paid. That's what we've done before and it's still what we do. Store credit arrives as a gift card code in your email and spends like cash on the site. If tracking hasn't moved in a while, don't sit on it waiting — the sooner you tell us, the sooner we can start the replacement.

### Your wizard codes — these are basically gift cards, right?

Yes. Wizard Spells are store credit issued as gift card codes. They arrive by email and they spend like cash at checkout. We also use them to issue store credit directly — when we owe you on a lost package or an order we couldn't complete, a gift card code in your inbox is often how it lands. Worth knowing: a Wizard Spell is store credit, not a discount code, so it isn't the same thing as applying a promo at checkout. If the balance on a code doesn't match what you paid for it, send us the code and the order number and we'll straighten it out.

---

## Choosing the right prop: sizing and specs

Almost everything people ask us before ordering comes down to three numbers: length, diameter, and wick size. Here's how we'd size you up, with the real specs off the catalog. Everything is handmade to order, so the specs you pick at checkout are the ones you get — it's worth ten minutes of reading now.

### From floor to under my chin is 66 inches. What length do you recommend?

Send us that measurement and we'll size you. The one recommendation we have on record is for exactly this: a customer at 66" floor-to-chin, we said 56-58" would be a good size.

We don't have a published height-to-length chart, and we're not going to invent one off a single answer. Give us your floor-to-chin number, your height, and what you're spinning, and we'll give you a length.

One hard rule while you're deciding: if you're landing anywhere over 58", don't order 16mm. See the diameter question below.

### Can I get a contact staff longer than 65 inches?

Yes — we've said we can make a 20mm fire staff longer than 65". Message us before you order so we can confirm the build.

Grip is usually the real limit, not the staff:
- Goat grip maxes out around 60". Ask us before committing to goat above that.
- Wizard grip goes to about 68".
- 16mm should not exceed 58" at any point. It flexes and bounces.

22mm is the largest diameter we build — it's what the Acro Staff runs (65", 1200g).

### I'm thinking about the 16mm but I don't know how it'll feel. What diameter should I get?

18mm if you're not sure. That's our standing recommendation and it suits most people.

We build 13, 16, 18, 20 and 22mm. Skinnier rolls more slowly. Thicker rolls more quickly.

16mm is very popular, but do not go over 58" in 16mm. It flexes and bounces and you will feel it every roll.

For reference on the thick end: 22mm is the Acro Staff core (65", 1200g), and the Spell Binder is built on a 22mm carbon staff. On the thin end, 13mm and 16mm are our fire tech staff sizes — $110 each for 13mm, $120 each for 16mm.

### How long do the wicks actually burn? I ordered ballers but now I'm wondering if I want big ballers.

Fire contact staff wick sizes and burn times:
- Lite Baller, 2.75" — 4-6 minutes
- Baller, 3" — 5-7 minutes
- Big Baller, ~3.5" — 7-9 minutes
- Unlimited — 5-7 minutes, big flame, rolls quick

A bigger wick burns longer and adds weight out at the ends. We don't publish end weights for staff wicks, so if the change in feel matters to you, ask us before you order rather than after. The Contact Triad uses Lite Baller wicks.

Pick this carefully at checkout. If you do need a spec changed after ordering, message us with your order number as early as you can — we can't promise it once you're in the queue.

### What's the difference between the Mastery staff and the fire staff?

The Mastery Contact Staff is the practice staff — daytime, indoors, learning. From $90 solid, $150 travel.

The Fire Contact Staff is built to burn: carbon fibre core with 7075 heat protection. From $200, built to your spec.

We also list premade fire contact staves from $200. When we have them they ship within one week, but they go AS IS with NO customizations — you take the length, diameter, wick and grip that's already on it. Premades are sold out at the moment. Everything else is crafted from scratch by hand after you order.

If you're still learning contact rolls, learn them on the Mastery staff. Get the moves cold before you light anything.

### Should I get the travel breakdown version or the solid one?

Solid is one piece and it's cheaper — $90 versus $150 on the Mastery. Travel breaks down for flights and packing.

The Fire Travel Staff is a 16mm limited run at $250. Triads and Spell Binders use push-button assembly — the Contact Triad is a detachable 3-piece, 34-36" from center; the Spell Binder assembles tool-less. Partner travel dragons are two-piece on a 66" gripped pole.

Decide this before you order. In our own words: regripping a travel staff cleanly can be a very difficult process, and even with all the equipment and knowledge we have around it, it's difficult for us to modify an existing travel staff after it's been made. We'd strongly suggest not attempting it yourself. If you fly with your props, buy travel up front.

### I wasn't sure if I need to buy two fire tech staves or if the order comes as a pair.

Individually. Fire tech staves are doubles, and each one is sold on its own — buy two if you want a pair. $110 each for 13mm, $120 each for 16mm.

If you already ordered one and want the second, put the original order number in the notes on the new order so they can be shipped together in one box.

The Tech Triad is the exception — that one is sold as a pair, $150. 250-300g each, largest size option is 20", 2.5"x5" woven wicks on 7075 tubing, PETG-CF hub with a print-in-place bearing, 30mm center hole, push-button travel.

### I'm just getting into contact staff. What should I order first?

Start here:
- 18mm diameter. That's what we recommend whenever someone isn't sure.
- Length: send us your floor-to-chin measurement and we'll size you — see the first question above.
- Practice staff first. The Mastery Contact Staff starts at $90 solid. Learn the rolls before you add fire.
- Grip: Wizard grip is the light, extremely grippy one and it absorbs sweat — thin is 1.5mm, thick is 3mm. It degrades in UV, about 2 months of moderate use and up to a season, then it needs replacing. Goat grip is denser and lasts about a year, but it's rougher on your skin and maxes out around 60". Sage is an ultralight 1" overgrip that goes on top of thin Wizard, $3.50/ft.
- Skip 16mm if you want length. Over 58" it flexes and bounces.

When you're ready for fire, the Fire Contact Staff starts at $200.

### Which poi wick size should I get?

All our poi and rope dart wicks are 100% pure Kevlar. Dry weights and burn times:
- Regular, ~3" — 160g dry, ~8 minutes
- Large, ~3.5" — 190g dry, ~10 minutes
- Extra Large, ~4" — 275g dry, ~13 minutes
- Unlimited, ~3x5" — 185g dry, ~9 minutes

Bigger burns longer and swings heavier. Unlimited gets you close to Large's weight with a longer burn than Regular.

Rope darts run $55-$90. Technora is the standard and fire-resistant. Dyneema is stronger and slicker through the hand. Emberweave uses a 22mm flat kevlar sheath. We recommend direct connect; quick link and swivel are available if you prefer them.

### Which fire sword should I get?

Three swords, and they're genuinely different tools:
- Fire Spiral Sword, from $250. ~46.5" overall with 20" wicked, ~1200g, 16mm gripped carbon. The full-size one.
- Lite Spiral Fire Sword, $225. Same ~46.5", ~900g on a 16mm core. 300g lighter — pick this if the full weight is more than you can control for a whole set.
- Spiral Blade Fire Cutlass, $165. 28" long with a 9" spiraling blade, acrylic or rubber ball pommel.

One hard rule on all of them: white gas, naphtha or petroleum only. Paraffin-biased fuels will damage the sword, especially if you don't let it cool between burns. That's not a preference, it's what the build tolerates. Lamp oils come up a lot — the only fuels we clear are white gas, naphtha and petroleum.

### I'm looking to buy a dragon staff with 8 wicks. Do you offer the spell binder with 8 wicks?

No. We only offer our 3-wick design now — not 4, not 8. We used to and we don't anymore. This is an effort to offer only our own hub designs, made by WoF and carefully crafted and tested.

What we do build:
- Spell Binder FDM, $300-$460. Printed fire dragon hub, tool-less push-button assembly, 22mm carbon staff, 7075 wick spines. Wicks sit more than 150mm out from the hub to keep heat off it. A 66" travel build with goat grip and rupie wicks weighs 980g. Spare hubs $20-30, spare wicks $22 for RUPIE and $33 for 0RB.
- Dragon Pole, $100+. 22-19mm carbon with crush-resistant ends. Dragon attachments are sold separately — note the dragon end you want in the cart note.
- Partner travel dragons are two-piece on a 66" gripped pole.

### On the Mastery contact staff, how much heavier is the weighted option?

We don't have a published number for this yet and we're not going to guess at one. Message us with the length and diameter you're looking at and we'll put one on the scale for you.

---

## Grips, Fuel, and Taking Care of Your Props

This is the stuff we answer over and over in chat, written down once. Grips wear out, fuel matters more than most people think, and a little care buys a lot of extra life out of a handmade prop. Where we don't have a settled answer yet, we say so instead of guessing.

### Can you confirm the specs on my order — I believe I put the thin Wizard grip on there. Do you recommend that one?

Here are the three, straight up.

**Wizard Grip** — sustainable natural rubber. Light, extremely grippy, absorbs sweat. Comes thin (1.5mm) or thick (3mm), in black, purple, blue, olive, and green. It's the shortest-lived of the rubber grips and it's a wear item.

**Goat Grip** — dense, durable, textured rubber. Black only. Rougher on your skin, and it lasts far longer than Wizard.

**Sage Grip** — ultralight overgrip, 1" (25.4mm) wide, $3.50/ft. The most grip of any option we offer. Made to go over thin Wizard.

The steers we actually give: want more cushion, go thick Wizard (3mm). Want it to last, go Goat. Want the most grip, go Sage over thin Wizard.

One note on color: colors are not guaranteed. If the color you picked is out of stock, we'll email you.

### How long does the grip last before I need to replace it?

Wizard grip: about 2 months of moderate use, up to a full season if you're easy on it. It's natural rubber and it degrades in UV, so keep it out of the sun. It is a wear item — plan on replacing it.

Goat grip: about a year with moderate use. That's the trade for it being rougher on your hands.

Heavier use and sun exposure shorten both.

### Can I put two layers of grip on for more cushion?

No. It is not possible to double layer the grip tape.

One layer is sufficient, in our professional opinion. If you want more padding, order the thick Wizard (3mm) from the start rather than trying to build it up later.

Sage over thin Wizard is the one stack we do recommend, and it's the grippiest setup we offer — but Sage adds grip, not cushion. It won't add much more cushion.

We also don't offer foam caps. Our staffs are made with a carbon fiber core, which is durable and lightweight, and the grip options are what provide the comfort and softness.

### I'm 5'4 so I'd probably go 54 inches with GOAT grip — does that work?

The Goat part is fine. 54" is well inside what we can wrap:

- **Goat grip covers up to about 60".**
- **Wizard grip covers up to about 68".**
- Sage is sold by the foot at $3.50/ft.

On the length itself, we don't publish a height-to-length chart, so we're not going to hand you a number off your height alone in writing. Message us with your height and what you're spinning and we'll give you a recommendation.

Two things we can state flatly:

- 16mm is very popular but shouldn't exceed 58" — past that you get flex and bounce.
- If you're unsure on diameter, we recommend 18mm. Skinnier rolls more slowly, thicker rolls more quickly.

And yes, we can go past 65" — we've confirmed in chat that a 20mm fire staff can be built longer than 65".

### What fuel should I use?

**White gas, naphtha, or petroleum. Nothing else.**

Paraffin-biased fuels will damage the sword. That warning is on our sword listings and we mean it.

The damage is worst when the prop isn't allowed to cool between uses. Let it cool down between burns. If you're running back-to-back sets, that's exactly when this bites people.

Lamp oil comes up a lot. If it isn't white gas, naphtha, or petroleum, don't put it in.

If you're not sure what's in the jug, don't use it.

### How long does a burn last?

Depends on your wick. These are the numbers we build to.

**Fire contact staff**
- Lite Baller 2.75" (~72mm) — 4-6 min
- Baller 3" (80mm) — 5-7 min
- Big Baller ~3.5" (88mm) — 7-9 min
- Unlimited — 5-7 min, big flame, rolls quick

**Poi and rope dart** (100% pure Kevlar)
- Regular ~3", 160g dry — ~8 min
- Large ~3.5", 190g dry — ~10 min
- Extra Large ~4", 275g dry — ~13 min
- Unlimited ~3x5", 185g dry — ~9 min

Bigger wicks burn longer and weigh more. Pick for the set you actually perform, not for the longest number on the list.

### Are the wicks sold separately? I think I need a replacement.

For the Spell Binder, yes, and the prices are published: spare wicks are $22 (RUPIE) and $33 (0RB), and spare hubs run $20-30.

For staff and poi wicks we don't have a published replacement price yet. Message us with your order number and which prop it's for and we'll quote you.

One thing worth knowing before you start: if a wick won't screw all the way in, stop. A customer warped an Allen wrench forcing one and then had two problems instead of one. Send us a photo instead.

### I lost one of the tiny screws that holds the spokes in place — any tips on getting another?

Message us with your order number and tell us exactly which piece you're missing: screw, spoke clip, hub, or wick. Small hardware isn't listed on the site, so this one genuinely has to come through chat.

For the parts that are listed: Spell Binder spare hubs are $20-30, spare wicks are $22 (RUPIE) and $33 (0RB).

### I bought a staff from y'all — could you rewrap it for me?

Not right now. We're not currently accepting repair orders.

If you have a travel staff, we'd strongly suggest you don't attempt a regrip yourself. It's difficult for us to modify an existing travel staff after it's been made, even with all the equipment and knowledge we have around it, and regripping one cleanly can be a very difficult process.

### How should I store my props between gigs?

Out of the sun, first and foremost. UV degrades the Wizard grip, so a staff that lives indoors will hold its grip longer than one parked in the light.

For transport, we recommend socks over the ends. Cheap and effective.

Spell Binders, Contact Triads, and Tech Triads all assemble and break down at push-button joints with no tools. Break them down for travel rather than forcing a full-length prop into a bag.

### My Acro staff grip has gone slick — can I bring it back?

Yes. The Acro grip is sandable — 100 grit will give you fresh texture back.

That's specific to the Acro grip. The rubber grips (Wizard, Goat, Sage) are wear items; when they're done they get replaced, not refreshed.

---

## Repairs, Parts & Custom Work

Everything here is handmade to order by a very small team, and repair work comes off the same bench as new builds — which is why it's currently paused. Here's what we can and can't take in right now, what you can buy as a spare part, and what we'd rather you didn't try at home.

### I purchased a staff from y'all and I was hoping you could rewrap it for me?

Not right now. We're not accepting repair or regrip orders at the moment, and we don't have a reopening date to give you.

Don't mail anything in before we've confirmed we can take it — same rule as returns. If you want us to look at it when the service comes back, message us in chat with your order number and photos of the grip.

In the meantime, the low-risk fix for a worn grip is Sage Grip ($3.50/ft) over what you already have. It's a 1" ultralight overgrip, it's meant to go over a thin Wizard grip, and it doesn't mean stripping the staff.

### Can you provide an address for me to send items for service?

Ask us first. We don't publish a service address, and with repair work closed there's no process on our end for receiving a package that shows up on its own.

Message us in chat with:
- your order number
- what the prop is
- photos of the problem
- any deadline you're working against

If we can take the job, we'll send you the address then. Same rule as returns: contact us before anything ships back to us.

### What spare parts can I buy without sending the whole prop in?

These are listed on the site as their own products:

- Spell Binder spare hubs — $20-30
- Spell Binder spare wicks — $22 (RUPIE) / $33 (0RB)
- Sage Grip — $3.50/ft, 1" wide
- Wizard Grip — thin (1.5mm) or thick (3mm), in black, purple, blue, olive and green. Max length about 68".
- Goat Grip — black only, sold by the roll. Max length about 60".
- 7075 aluminum tubing — $20-31.50
- Carbon fiber tubing — $30-70
- Pure flat Kevlar
- Silicone tape — $14-16
- Rubber balls — $10 dimple, $15 solid
- Staff Flower — $10, adds about 20g each, held on with tape and silicone

Two things worth knowing. Grip colors aren't guaranteed — if what you picked is out, we'll email you. And material orders often ship the next business day, so raw grip, tubing and tape don't sit in the build queue the way a whole prop does.

### I believe we will need a replacement wick. How do I order the right one?

For a Spell Binder, spare wicks are listed with the Spell Binder: $22 for RUPIE, $33 for 0RB. Spare hubs are $20-30.

Put your order number in the cart note when you buy. That's how we match parts to the prop that's already yours — same as noting a dragon end or asking us to combine with a previous order.

If it's a fire contact staff, tell us which wick you're running: Lite Baller 2.75" (4-6 min burn), Baller 3" (5-7 min), Big Baller 3.5" (7-9 min), or Unlimited (5-7 min, big flame).

### Can I just regrip my travel staff myself?

We'd strongly suggest not attempting it, and that's coming from the people who build them.

Regripping a travel staff cleanly can be a very difficult process. It's difficult for us, with all the equipment and knowledge we have around it — modifying a travel staff after it's been made is one of the harder jobs in the shop.

If your grip is worn, the lower-risk option is Sage Grip over a thin Wizard grip. You can't double-layer grip tape, and Sage won't add much cushion, but it's one layer laid on top instead of a full strip-down.

### How long should a grip last before it needs replacing?

Depends which one you've got.

- Wizard Grip — sustainable natural rubber, light, extremely grippy, absorbs sweat. It degrades in UV. Figure about 2 months of moderate use, up to a season.
- Goat Grip — dense durable textured rubber, black only. About a year with moderate use. Rougher on your skin, but it outlasts the Wizard by a long way.
- Acro grip — you don't have to replace this one. Sand it with 100 grit to bring the texture back.

Wizard grip degrades in sunlight, so where you store it matters alongside how much you spin.

### You sent my hubs and spokes back but not the little metal clips — and I've lost one of the tiny screws. Can I get replacements?

Ask us. Small hardware — the clips that fasten hubs and spokes to the staff, spoke screws — isn't listed as a stock part on the site, so it's handled case by case.

Message us in chat with your order number, a photo of the part you need, how many sets, and which prop it's off. If it's from the older multi-spoke dragon we no longer build, we'll tell you straight away whether we still have that hardware around.

### We're having trouble screwing a wick on — it won't go in all the way and it warped our Allen wrench. What now?

Stop. If it's warping a wrench, forcing it turns a small problem into a new part.

Send us a photo of the threads and the wick, plus your order number. We've sent a return label before to get a stuck wick out, and when a part has clearly failed we've sent a new one right away.

Same if a wick comes off a spoke during normal use — tell us, don't keep burning it. We take care of our customers if there's an issue.

### Do you offer the spell binder with 8 wicks? You used to make a dragon staff with 4 — can I still order one?

No. We only offer the 3-wick design now, custom orders included. It isn't a capacity thing — it's so we're only shipping hub designs made and tested here by WoF.

The 3-wick Spell Binder runs $300-460: printed fire dragon hub, tool-less push-button assembly, 22mm carbon staff and 7075 wick spines, with wicks angled more than 150mm off the hub to keep heat away from it. A 66" travel build with Goat grip and RUPIE wicks comes in around 980g.

We know people loved the 4-wick. We don't have plans to bring it back.

### Can you make a collapsible staff at 63 inches and 20mm? Do you have an estimate for that kind of custom work?

Ask, and include the details — we can't quote a shape we can't picture.

Send: prop type, length, diameter, grip, wick size, and any hard deadline. If it relates to an existing order, include the order number.

A few things that save you time:
- The Fire Contact Staff (Custom) starts at $200 and has 24 options on the site. A lot of what people write in about is already a dropdown.
- On 20mm we can go longer than 65", so 63" isn't a length problem. Whether we can do it collapsible at that spec is a quote question — ask. 16mm should not exceed 58", it flexes and bounces. If you're unsure, 18mm.
- Dragon attachments are sold separately from the Dragon Pole ($100+). Note which dragon end you want in the cart note.
- Custom and personalized items can't be returned. Sale and discount-code purchases aren't refundable either.
- Rush is priced per item, not per order. Four items that all need to be fast is four rushes.

### How long will my custom build take?

[HOLD — do not publish until one agreed number replaces the blank. See note.] Current build time is about ___ weeks from order to shipping label.

What's true regardless: every prop is made to order, we have no premades at the moment, and the queue is worked in order. If you don't have a tracking number, your order is not done being made. You'll get an email when a shipping label is printed, or if we have a question for you — there's no notification when a build starts yet.

If you have a date, say so upfront and add the Rush option. It's per item, not per order.

### Do you have an estimated time on the release of the new dragon staff hubs that aren't 3D printed?

No date to give you. What we build and ship today is the Spell Binder with the printed fire dragon hub — $300-460, 22mm carbon staff, 7075 wick spines — and that's what you'll get if you order now.

If a non-printed hub is the reason you're buying, tell us before you order rather than after.

### I received my travel contact staff and I can't work out how to break it down — there were no instructions in the box.

That's a gap on our end. We're not shipping breakdown instructions with travel staves yet, and you're not the first person to hit it.

Message us in chat with your order number and a photo of the joint and we'll walk you through your specific build.

Don't force it in the meantime. Repair work is closed right now, so a damaged joint isn't something we can turn around for you quickly.

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## Stock, Pre-Orders, Pricing & Reaching Us

Almost nothing here sits on a shelf. Your prop gets built after you buy it, by hand, by a very small team — which changes how "in stock," "pre-order," and "restock" work compared to a normal shop. Here's the straight version, plus how to reach us so you get a real answer on the first reply instead of a back-and-forth.

### When will the contact fire sword be back in stock?

There's no restock in the normal sense. Everything is crafted from scratch by hand at the time of purchase — there's no warehouse copy waiting. When a listing shows sold out, what's gone is the last one we built.

The specs, so you know what you're waiting on: Fire Spiral Sword from $250 (~46.5" overall, 20" wicked, ~1200g, 16mm gripped carbon), Lite Spiral Fire Sword $225 (~46.5", ~900g), Spiral Blade Fire Cutlass $165 (28" long, 9" spiraling blade, acrylic or rubber ball pommel).

If the sword you want shows sold out, message us with the exact build before you assume it's off the table.

One thing on swords no matter how you buy: white gas, naphtha, or petroleum fuel only. Paraffin-biased fuels will damage the sword, especially if you don't let it cool between burns.

### Can you let me know when they're back? Happy to wait on the restock — any idea how long it'll be?

Honestly, no on both counts.

We don't have a back-in-stock alert set up, and we can't keep an informal list for you. It's very often one person in the shop on any given day, and a list like that would get lost.

We also can't give you a date. Right now there are no premades at all. So if you have a gig, a festival, or a trip on the calendar, don't wait on a restock. Put the build in and say your deadline in the order notes — if you need it by a certain date it is crucial to tell us up front, and there's a Rush Order option.

### The Contact Triad says PRE ORDERS — does that mean it's in stock or not?

Nothing is in stock in the normal sense — items are handmade at the time of purchase. So for anything we can currently take, a pre-order and a regular order mean the same thing here: you're buying a place in the build queue and we build to your spec when your number comes up.

What we can't tell you is whether that label is meant to signal something extra, because it isn't defined anywhere on the site. Ask us if the distinction matters to you.

Specs, since that's usually the real question. Contact Triad, $400: each staff rolls independently, lite baller wicks, sage grip, carbon-fibre-infused 3D printed core, push-button detachable 3-piece for travel, 34-36" from center. Tech Triad, $150 a pair: PETG-CF hub with a print-in-place bearing, 2.5"x5" woven wicks, 7075 tubing, 30mm center hole, 250-300g each, largest option 20". That's a smaller, lighter prop in its own right, not a budget version of the Contact Triad.

### I see you have in stock the 16mm travel staff — if I order a 20mm in stock, how long to ship?

Three different speeds here, so check which one you're actually buying.

Materials — 7075 aluminum tubing ($20-31.50), carbon fiber tubes ($30-70), pure flat kevlar, Sage Grip at $3.50/ft, silicone tape ($14-16), rubber balls ($10 dimple / $15 solid) — often ship the next business day.

Premades, when we have any, ship within one week. They're already built, which is why they're fast and why they're as-is. At the moment there are none.

Anything built to spec goes in the queue. Our published shipping policy says 4-6 weeks to complete and ship. Be honest with yourself about that number when we're backed up: in late July 2026 we had just started on orders placed in May. Production slowed hard after a broken foot in June, on top of the summer rush, and there is no way to give precise dates with those variables.

So if you need a date, don't guess from this page. Message us with the build before you buy, or with your order number after, and we'll tell you where the queue actually is. If you have a hard deadline, add the Rush Order option — it's per item, not per order, so if you're rushing three staves it goes on all three.

### I bought the premade staff but realized I wanted big baller wicks instead — is there a way you can change it?

Not on a premade. Premades ship as-is, no customizations — no wick swaps, no grip changes, no length changes. That's the trade for them shipping in about a week instead of going in the queue.

What you do is send us your order number and ask. There are no free order modifications: under our shipping policy the options are a refund to store credit, or an order modification fee of $10 plus any updated shipping cost. Which one makes sense depends on the order, so ask before you rebuy anything on your own.

If a specific wick is the actual point, that's the custom build. Lite Baller 2.75" burns 4-6 min. Baller 3" burns 5-7. Big Baller 3.5" burns 7-9. Unlimited burns 5-7 with a big flame and rolls quick.

Best move is still to get the specs right in the cart.

### Will I actually get the colors I picked?

We try, but colors are not guaranteed. Worth hearing before you order rather than after.

Wizard Grip comes in black, purple, blue, olive and green. If what you picked is out when your build comes up, we email you before we substitute anything — we don't just swap it and ship it.

Goat Grip is black only, always. Sage Grip is a 1" ultralight overgrip meant to go over thin Wizard, and it's the grippiest of the options.

If a specific color is the actual point of the order, put that in the order notes. We'll tell you straight whether we can hit it.

### Your Wizard Spells codes — these are basically gift cards, right?

Close enough for how you'd use one: it's a code carrying a dollar balance that gets redeemed at checkout, not a percentage off. We also issue store credit as a gift card when that's the right resolution on an order — that one arrives by email.

If the balance on your code doesn't match what was paid for it, don't sit on it. Email info@wizardofflow.com with the code and the receipt and we'll look at it.

### I'd like to know how I can access this discount for the order I've made.

A code has to go in at checkout, on the order it applies to. Codes are per order and don't include orders already made — we can't reach back into a paid order and re-price it. Not being difficult, that's just how it works on our end.

One thing to weigh before you use one: under our return policy, sale items — including anything bought with a discount code — are non-refundable. That matters most on the things that would otherwise be returnable, like materials and premades, since custom and personalized items can't be returned either way. Returns are only accepted within 7 days of delivery, and you email info@wizardofflow.com before sending anything back.

### Is there a discount if I order one without the kevlar? And what would practice and fire nunchucks cost?

On leaving parts off a build — we don't have a published price for that, and we're not going to guess at one in a chat window. Ask before you order, with the exact build spelled out, and we'll give you a real number. For scale on what wick material is worth as a spare part: a spare Spell Binder wick is $22 (RUPIE) or $33 (0RB), and spare hubs run $20-30. Those are spare-part prices, not a deduction you can do yourself.

On nunchucks — they aren't in our catalog and we don't have a price for them. Ask if you want, but know that we've narrowed what we offer on purpose. The dragon is the clearest example: we only make our 3-wick design now, even though people still ask for 4 and 8. That's so we're only shipping hub designs made by WoF that we've built and tested ourselves. We'd rather tell you no than sell you something we haven't proven.

### Can I place a custom order for 4 of the fire spiral swords?

Multi-unit orders are fine — buy the quantity you need and the lot goes into the queue together. Two things catch people out.

Fire Tech Staves are sold individually, not as a pair, so buy the count you actually need.

And if you're placing a second order to add to one you already made, put the earlier order number in the notes. The only way to add items is to purchase them, but we'll combine the orders, ship in one box, and take the extra shipping cost off after. A separate order with no note fragments the build and confuses the crafters.

If the batch is for a crew with a travel date, add Rush — per item, so put it on every item you need by that date. And if the sword itself is showing sold out, message us with the build before you assume you can't have it.

### How do I actually get a fast answer out of you guys?

Genuinely: send one message with everything in it. Here's what makes the difference.

Order number. Required for any question about an order — we can't look you up without it.

One clear question. We're only able to respond to clear, direct questions with the necessary information included. Vague or incomplete means we have to write back and ask, and that costs you a day.

Product name and specs, if it's about a build. Length, diameter, wick, grip.

Photos, if something is broken, warped, or doesn't look right. A photo settles in two seconds what three messages can't.

Your deadline, as an actual date. "Soon" isn't a date. If you need it by a certain day it is crucial to say so up front, and we do offer a Rush Order option — per item, not per order.

Keep it here or at info@wizardofflow.com, on the email attached to your order. Reaching out on other platforms isn't ideal and will delay the fix — it splits the thread.

Messages get checked about once a day, and it's very often one person in the shop. We all have other jobs, other responsibilities, and our own practices. Straight questions get straight answers.

### How will I know my order shipped? I've logged onto your website every day for three weeks — do you send an email?

Yes — one email, when the shipping label is printed. That's the automatic notification, and it carries your tracking number.

So the rule is simple: if you don't have a tracking number, your order is not done being made. Nothing changes on the website while it's in the queue, so checking the site daily won't show you anything, and we're sorry that isn't more obvious.

We don't send a "your build has started" email. Several people have asked for it and we'd like to have it, but it doesn't exist today and we're not going to promise a date. Right now the only two times you'll hear from us are when a label prints and when we have a question about your build.

Otherwise, no news is good news. If you want a real read on where you are in the queue, message us with your order number.

### What business name shows up on my bank statement?

Ask us and we'll confirm it for you — message us with your order number. Worth checking with us before you flag the charge as fraud on an order you actually placed.

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# Wizard of Flow — FAQ

_Everything here is handmade to order by a very small team. This page is the straight answer to the questions we get every week._

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## Orders, lead times, and the build queue

### How long does it normally take to have a staff made and shipped out?

Plan on 8 to 12 weeks from order to shipping label, and longer if you order into a backlog. For reference: in late July 2026 we were still building orders placed in May.

If you've seen 2-3 weeks or 4-6 weeks somewhere on this site or in an older reply from us, ignore it. Those numbers are out of date. This is the one that's accurate.