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Policies

Returns, Refunds & The Not-So-Mysterious Fine Print

Mystery boxes are full of surprises—but our policies shouldn't be. Here's exactly what happens if you need to cancel an order, report damage, or ask for help.

  • Hand-Packed With Care
  • Most Sales Are Final
  • Real Help From Real People

Last updated: September 2026

Contact our teamEmail customer support
An open kraft Pretty Packed Box with blush tissue paper, gold confetti and wrapped parcels

The short answers

Can I return my mystery box?

Mystery boxes and their individual contents cannot be returned, exchanged, or swapped because every box contains unique surprise inventory.

Can I cancel my order?

You may request cancellation within 12 hours of ordering, provided packing or processing has not started.

What if something arrives damaged?

Damage in transit is handled by the carrier that delivered your package (UPS, FedEx, etc.). File a claim with them directly — keep the box, packaging and photos of everything.

What if my package is lost?

Contact us so we can review the tracking and begin a carrier investigation when appropriate.

These are quick summaries. The complete policy below controls all orders.

What happens next?

From checkout to doorstep.

  1. Step 1

    Order Placed

    Your order enters our fulfillment queue.

  2. Step 2

    Picking & Packing

    Our team hand-selects and packs your items.

  3. Step 3

    Quality Check

    Your package is reviewed before shipment.

  4. Step 4

    Shipped & Tracked

    You receive tracking information by email.

  5. Step 5

    Surprise Delivered

    The fun part—your Pretty Packed Box arrives!

Standard processing takes 3–5 business days, excluding weekends and holidays. Processing may take up to 7 business days during holidays, clearance events, or periods of unusually high order volume. Shipping time begins after processing is complete.

The complete policy

Everything, in plain language.

Every Pretty Packed Box order is processed in the order it is received and hand-packed with care.

Standard processing takes 3–5 business days, excluding weekends and holidays. During holidays, clearance events, and other high-volume periods, processing may take up to 7 business days.

Processing time is separate from carrier transit time. Once your order ships, you will receive tracking information by email.

Estimated processing window

Order placedEstimated processing
MondayThursday – Monday
TuesdayFriday – Tuesday
WednesdayMonday – Wednesday
ThursdayTuesday – Thursday
FridayWednesday – Friday
Saturday or SundayThursday – Monday

These dates are estimates and may shift during holidays or unusually busy sales periods.

Full carrier and delivery details live in our Shipping Policy.

Still have a question?

We know order problems can be frustrating. Send us your order number and a quick explanation of what happened, and our team will review it.

Contact our teamEmail customer support

Please allow 1–2 business days for a response. Sending multiple messages about the same request may delay review.

Related: Shipping Policy · Terms of Service · Privacy Policy