Refund policy

Return & Refund Policy

Last updated: July 16, 2026

By placing an order with SurprisePick, you confirm that you have read and agreed to this Return & Refund Policy.

Order Cancellations and Changes

If you need to cancel or change your order, please contact us as soon as possible at:

We will do our best to assist you. However, cancellations or changes are not guaranteed once order preparation has begun.

Orders that have already been shipped cannot be cancelled or changed.

Surprise Scoops and Mystery Products

Lucky Scoops and other mystery products contain randomly selected items.

Product photos, videos, promotional content, and previous customer orders are provided as examples only. The actual items, colors, styles, patterns, sizes, and combinations you receive may vary.

We do not accept returns, exchanges, or refunds for the following reasons:

You do not like the randomly selected items
The colors or styles are not what you expected
You did not receive a specific item shown in a photo or video
Your preferences were not fully fulfilled
You received similar or repeated items
You changed your mind after receiving or opening the order

You may leave preferences in your order notes, including your favorite colors, preferred styles, or item types you would prefer not to receive.

We will do our best to consider your preferences. However, specific products, colors, styles, characters, or combinations cannot be guaranteed.

The random nature of Lucky Scoops and mystery products is part of the product experience and is not considered a product defect.

Missing Items in Mystery Orders

A preference request does not mean that a specific item is guaranteed.

An item is considered missing only when the total number of items received is lower than the minimum quantity stated on the product page or confirmed in your order.

Free gifts, promotional gifts, and bonus items may vary unless a specific gift is clearly guaranteed in the purchased offer.

Regular Non-Mystery Products

For regular products that are not mystery products, you may request a return within 30 days after receiving your order.

To be eligible for a return, the item must be:

Unused and unworn
Unopened, where applicable
In the same condition in which it was received
In its original packaging
Accompanied by a receipt or proof of purchase

To request a return, please contact us first at:

fionalv520@outlook.com

Returns sent without prior approval will not be accepted.

Approved returns must be sent to the following address:

Return Address in China

Recipient: Fiona
Phone: +86 182 2767 6027
Address: Room 2801, Building 3, Phase II, Aoyuan Plaza, Chenghua District, Chengdu, Sichuan, China

Please do not send any return to this address before contacting us and receiving return approval and shipping instructions.

Return Shipping Costs

If a return is approved because you changed your mind, ordered the wrong item, or for another reason not caused by us, you are responsible for all return shipping costs to our return address in China.

Original shipping charges are non-refundable.

If an item is confirmed to be damaged, defective, incorrect, or missing because of our error, we will provide an appropriate solution.

Depending on the circumstances, this may include:

A replacement
A partial refund
Store credit
A full refund
A prepaid return shipping arrangement

Please do not return any item before contacting us.

For some damaged, defective, incorrect, or low-value items, a physical return may not be required.

Unauthorized returns and packages sent to an incorrect address will not be accepted.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order as soon as it is delivered.

An item arrives damaged
An item is defective
You receive the wrong product
The number of items received is lower than the purchased quantity
The package appears seriously damaged during delivery

Please provide the following information:

Your order number
A clear photo of the shipping label
Photos of the outer and inner packaging
A photo showing all items received
Clear photos or a video showing the problem

Please keep all products and original packaging until your case has been reviewed.

After reviewing the information provided, we may offer a replacement, partial refund, store credit, full refund, or another appropriate solution.

Minor differences in color, size, finish, printing, packaging, shape, or appearance that do not affect normal use are not considered product defects.

Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate:

Recipient name
Shipping address
Apartment, unit, suite, floor, or room number
ZIP or postal code
Phone number
Email address

If you notice an error, please contact us immediately.

Once an order has been shipped, we cannot guarantee that the delivery address can be changed.

If a package is delayed, rejected, returned, or undeliverable because of an incorrect or incomplete address, an inaccessible property, or incorrect contact information, the customer may be responsible for additional shipping or reshipping costs.

Original shipping charges are non-refundable in these circumstances.

Lost Packages

If the shipping carrier officially confirms that your package was lost in transit, please contact us.

After verification, we may arrange a replacement or issue a full refund for the affected order.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

Check your mailbox, porch, reception area, parcel locker, and other safe locations.
Ask household members, neighbors, or building management.
Contact the local delivery carrier using your tracking number.

If the carrier provides proof of delivery, we may request a carrier claim number, written confirmation, police report, or other supporting documents before reviewing the case further.

A package confirmed as correctly delivered is not automatically eligible for a refund.

Non-Returnable Items

We do not accept returns for:

Opened or used Lucky Scoops and mystery products
Personalized, customized, or specially prepared orders
Paid packing-video or content-creation services after work has begun
Opened personal-care, beauty, hygiene, or cosmetic products
Opened or used earrings and other hygiene-sensitive items
Gift cards
Clearance or final-sale items
Free gifts, promotional gifts, and bonus items
Products damaged through misuse, improper care, or incorrect handling
Items returned without prior approval
Items without their original packaging, where applicable

Please contact us before purchasing if you are unsure whether a product is eligible for return.

Packing-Video Services

A standard product order does not automatically include a packing video.

If a packing-video service is available, it must be purchased separately.

Once filming, preparation, editing, or other personalized work has begun, the service fee is non-refundable unless we are unable to provide the purchased service.

We do not guarantee:

A specific posting date
Video views
Engagement
Reach
Platform performance

Exchanges

We do not offer direct exchanges for Lucky Scoops or other randomly selected mystery products.

For eligible regular products, the fastest way to receive another item is to return the approved product and place a separate order after the return has been accepted.

European Union 14-Day Cooling-Off Period

If an eligible non-customized product is shipped into the European Union, you may have the legal right to cancel or return your purchase within 14 days without giving a reason.

The product must be unused, unworn, in its original condition, in its original packaging, and accompanied by proof of purchase.

This right may not apply to:

Personalized or customized products
Opened hygiene-sensitive products
Services that have already begun with your consent
Other products or services exempt under applicable law

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

Refunds

We will notify you after we receive and inspect an approved return.

If your refund is approved, it will be issued to your original payment method within 10 business days.

Your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

fionalv520@outlook.com

Original shipping charges, customs duties, taxes, return shipping costs, and other third-party fees are generally non-refundable unless required by law or the issue was caused by our error.