Refund policy
Last Updated: July 2026
At SurprisePick, we are committed to providing a fun, transparent, and enjoyable shopping experience. Please read this Return & Refund Policy carefully before placing an order.
By placing an order with SurprisePick, you acknowledge that you have read, understood, and agreed to the terms outlined below.
Quick Summary
- Lucky Scoops and mystery products are final sale.
- Regular retail products may be returned within 30 days if unused and unopened.
- Contact us within 7 days for damaged, defective, incorrect, or missing items.
- All returns require prior approval.
- Customers are responsible for return shipping unless the issue was caused by SurprisePick.
Lucky Scoop Orders
Lucky Scoops are surprise products that contain randomly selected items. Because every Lucky Scoop is individually prepared and intentionally random, all Lucky Scoop sales are final.
Returns, exchanges, cancellations, or refunds will not be accepted for reasons including, but not limited to:
- Change of mind
- Personal preference
- Not liking the surprise items received
- Receiving similar or duplicate items
- Color preference
- Style preference
- Brand or character preference
- Packaging differences
- Expecting specific products shown in product photos or videos
- Believing the received items have a different value than expected
All product photos, videos, and social media content are provided for reference and promotional purposes only.
Actual products, colors, styles, quantities, packaging, and item combinations may vary from one order to another.
Because the excitement of a Lucky Scoop comes from its random nature, we cannot guarantee any specific product, color, style, brand, or combination.
Regular Retail Products
Regular (non-random) retail products may be eligible for return if all of the following conditions are met:
- The return request is submitted within 30 days after delivery.
- The item is unused.
- The item is unworn.
- The item is unwashed.
- The item remains in its original condition.
- All original packaging, tags, accessories, and protective materials are included.
Products showing signs of use, wear, improper handling, customer damage, misuse, alterations, or normal wear and tear are not eligible for return.
Non-Returnable Items
Unless they arrive damaged, defective, or incorrect, the following items are non-returnable and non-refundable:
- Lucky Scoops
- Mystery products
- Random-style products
- Personalized products
- Packing Video services
- Digital products
- Gift cards
- Clearance items
- Final Sale items
- Any item specifically marked as non-returnable
Tamper-Evident Packaging
To protect product quality and ensure every customer receives a brand-new item, many of our products are sealed with a tamper-evident security seal.
Please do not remove, break, or damage the security seal unless you have decided to keep the product.
Once the security seal has been broken, removed, or altered, we can no longer verify that the product remains unused and in its original condition.
For reasons including, but not limited to:
- product hygiene;
- quality assurance;
- customer safety; and
- maintaining the product's resale value,
products with a broken, removed, or altered tamper-evident seal are not eligible for return or refund.
The only exceptions are when:
- the item is defective;
- the item arrives damaged;
- or the wrong item was sent by SurprisePick.
Packing Video Service
Packing Videos are optional personalized digital services created specifically for your order.
If you choose to purchase a Packing Video, we will record the preparation of your order for your personal viewing.
Because this is a customized digital service, the Packing Video fee becomes non-refundable once recording has started or the video has been completed.
This applies even if:
- you later cancel your order;
- you return the purchased product;
- or you simply change your mind.
If SurprisePick is unable to provide the Packing Video due to our own technical issue, we will refund the Packing Video service fee only.
Order Cancellation
Every SurprisePick order is carefully prepared by hand.
Order preparation may include:
- selecting products;
- reviewing customer preferences;
- quality inspection;
- protective packaging;
- applying security seals;
- preparing shipping documents;
- recording a Packing Video (if purchased).
If your order has not yet entered processing, we will do our best to accommodate cancellation or modification requests.
However, once order preparation has begun, your order may no longer be canceled, modified, or refunded, as labor and preparation costs have already been incurred.
Before Delivery
If you notice an error in your shipping address or wish to make changes to your order, please contact us as soon as possible.
We will make reasonable efforts to assist before processing begins, but we cannot guarantee that changes can be made once preparation has started.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as it is delivered.
If your order arrives:
- damaged;
- defective;
- incorrect;
- or with missing items,
please contact us within 7 days of the delivery date.
Your request should include:
- your order number;
- clear photos or videos showing the issue;
- a brief description of the problem.
Claims submitted more than 7 days after delivery may not be accepted.
Each case is reviewed individually, and depending on the circumstances, we may provide:
- a replacement;
- a partial refund;
- a full refund;
- store credit;
- or another appropriate solution at our discretion.
Order Verification
To maintain quality standards and help resolve customer inquiries fairly, SurprisePick may keep internal records during the order fulfillment process.
These records may include:
- packing records;
- packing photos;
- Packing Videos (if purchased);
- shipping records;
- product inspection records.
These records may be used to verify the contents and condition of an order when reviewing return requests, missing-item claims, damage reports, payment disputes, or chargebacks.
Return Authorization
Please do not return any item without contacting us first.
All return requests must be reviewed and approved by our Customer Support team before any item is returned.
If your return request is approved, we will provide:
- detailed return instructions;
- the appropriate return address;
- any additional information required to complete your return.
Our return address is not publicly listed and may vary depending on the product, warehouse location, or destination country.
Returns sent without prior authorization may be refused and may not qualify for a refund.
Return Shipping Costs
Unless the return is the result of our mistake (such as receiving an incorrect or defective item), customers are responsible for:
- return shipping costs;
- customs duties (if applicable);
- import taxes (if applicable);
- any other return-related fees.
Original shipping charges are non-refundable.
If your order originally qualified for free shipping, the actual shipping cost paid by SurprisePick may be deducted from any approved refund where permitted by applicable law.
Refund Processing
Once we receive and inspect your approved return, we will notify you of our decision.
If approved, your refund will be issued to your original payment method.
Please allow approximately 5–10 business days for your payment provider or financial institution to complete the refund process.
Processing times may vary depending on your payment provider.
Refused Deliveries
If an order is returned because:
- the shipping address provided was incorrect;
- the package was unclaimed;
- delivery was refused by the customer;
- or the customer failed to cooperate with the carrier for delivery,
the customer is responsible for any additional shipping charges required for reshipment.
Original shipping charges are non-refundable.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping information before placing an order.
If you notice an error in your shipping address, please contact us immediately.
If your order has not yet entered processing, we will do our best to update the address.
Once an order has been shipped, we cannot guarantee that address changes can be made.
SurprisePick is not responsible for delays, losses, or failed deliveries caused by incorrect shipping information provided by the customer.
Fraud Prevention
To protect both our customers and our business, SurprisePick reserves the right to deny returns, refunds, replacements, compensation, or future purchases in cases involving suspected:
- fraudulent activity;
- abuse of this policy;
- excessive refund requests;
- chargeback abuse;
- false claims;
- intentional misuse of our services;
- or any other suspicious behavior.
Where appropriate, we may request additional information before processing a claim.
Contact Us
If you have any questions regarding this Return & Refund Policy or need assistance with your order, please contact our Customer Support team.
Email:
hello@surprisepick.com
We aim to respond to most inquiries within 1–2 business days.
By Placing an Order
By placing an order with SurprisePick, you acknowledge and agree that:
- Lucky Scoops are random surprise products.
- Product photos and videos are for reference only.
- Product preferences are optional and cannot be guaranteed.
- Every order is carefully prepared by hand.
- Standard processing time is 3–7 business days before shipment.
- Orders that have entered processing may no longer be canceled or modified.
- Packing Videos are personalized digital services and become non-refundable once production has begun.
- Products with broken or removed tamper-evident security seals are generally not eligible for return unless they are defective, damaged upon arrival, or incorrectly shipped by SurprisePick.
- Claims for damaged, defective, incorrect, or missing items must be submitted within 7 days after delivery.
- All returns require prior authorization from SurprisePick.
- Return instructions and the return address will only be provided after a return request has been reviewed and approved.
- SurprisePick may use internal packing records, packing photos, shipping records, or Packing Videos (if purchased) to assist in resolving order disputes and verifying claims.