Shipping policy

Last Updated: July 2026

Thank you for shopping with SurprisePick!

Every order is carefully prepared by hand to ensure the best possible experience. Please read this Shipping Policy before placing your order.

By placing an order with SurprisePick, you acknowledge and agree to the shipping terms below.

Order Processing

Every SurprisePick order is individually prepared by our team.

Depending on your purchase, order preparation may include:

  • Carefully selecting surprise items
  • Reviewing customer preferences (if provided)
  • Quality inspection
  • Protective packaging
  • Applying tamper-evident security seals
  • Recording a Packing Video (if purchased)
  • Preparing shipping documentation

Because each order requires manual preparation, processing times may vary.

Our standard processing time is:

3–7 Business Days

Business days exclude weekends and public holidays.

During holidays, promotional events, or periods of unusually high order volume, processing may take slightly longer.

Estimated Shipping Time

After your order has been shipped, the estimated delivery time for orders within the United States is:

10–25 Business Days

Please note that delivery times are estimates only and are not guaranteed.

Actual delivery times may vary depending on factors outside of our control, including but not limited to:

  • Carrier delays
  • Severe weather
  • Customs inspections (if applicable)
  • Peak holiday seasons
  • Transportation disruptions
  • Other unforeseen circumstances

Shipping Rates

Shipping charges are calculated based on your order total before taxes and after applicable discounts.

Current U.S. shipping rates:

Order Total Shipping Fee
$0.00–$39.99 $14.99
$40.00–$79.99 $9.99
$80.00 and above FREE Shipping

Shipping promotions may change without prior notice.

The shipping rate shown during checkout will always be the final shipping charge for your order.

Order Confirmation & Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

Please allow up to 48 hours for tracking information to become available after receiving your shipping confirmation.

If you do not receive your tracking information within a reasonable time, please contact our Customer Support team.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address before placing an order.

Please carefully review your shipping information before completing checkout.

If you notice an error, contact us immediately.

If your order has not yet entered processing, we will make reasonable efforts to update your shipping address.

Once an order has entered processing or has been shipped, we cannot guarantee that address changes can be made.

SurprisePick is not responsible for delivery issues resulting from incorrect or incomplete shipping information provided by the customer.

Address Verification

For certain orders, we may contact customers to verify shipping information before dispatching the package.

If additional information is required and we do not receive a response within a reasonable period, shipment may be delayed until the necessary information is received.

Multiple Orders

If multiple orders are placed by the same customer within a short period of time, SurprisePick reserves the right to ship the orders separately or combine them into one shipment when appropriate.

Combining orders is not guaranteed and will be determined at our discretion.

Packing Video Orders

If you purchase a Packing Video, additional preparation time may occasionally be required.

While we strive to process all orders within our standard processing timeframe, personalized services may result in slight delays during periods of high demand.

Lost Packages

If your package appears to be lost during transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and determine the most appropriate resolution.

Depending on the outcome of the investigation, SurprisePick may, at its sole discretion, offer:

  • a replacement shipment;
  • a refund;
  • store credit;
  • or another appropriate solution.

Please note that investigation times vary by carrier and may take several business days.

Delayed Deliveries

While we strive to deliver every order within the estimated timeframe, shipping delays may occasionally occur due to circumstances beyond our control.

These may include, but are not limited to:

  • severe weather;
  • carrier delays;
  • transportation disruptions;
  • customs inspections (if applicable);
  • peak holiday seasons;
  • labor shortages;
  • natural disasters;
  • or other force majeure events.

Shipping delays do not automatically qualify for refunds, cancellations, or compensation.

Delivered but Not Received

If your tracking information indicates that your package has been delivered but you cannot locate it, we recommend that you first:

  • check around your delivery location;
  • ask family members or neighbors;
  • contact your local carrier.

If you are still unable to locate your package, please contact us.

We will gladly assist in communicating with the carrier and investigating the delivery.

However, SurprisePick cannot guarantee refunds or replacements for packages confirmed as delivered by the shipping carrier unless the investigation determines that we are responsible for the issue.

Failed Delivery

If a package is returned because:

  • the shipping address was incorrect or incomplete;
  • the package was refused;
  • the package was unclaimed;
  • delivery attempts were unsuccessful;
  • or the customer failed to cooperate with the carrier,

the customer is responsible for any additional shipping costs required to resend the package.

Original shipping charges are non-refundable.

Customs & Import Duties

For international orders, customs duties, import taxes, VAT, brokerage fees, or other government charges may apply depending on your country's regulations.

These charges are the responsibility of the customer unless otherwise stated during checkout.

Failure to pay required customs charges may result in shipping delays, returned packages, or order cancellation by local customs authorities.

(At this time, SurprisePick primarily serves customers in the United States. This section applies only where international shipping is available.)

High-Risk Orders

To protect both our customers and our business, SurprisePick reserves the right to delay, verify, decline, or cancel orders that are identified as high risk.

Examples may include:

  • suspected fraudulent activity;
  • payment verification issues;
  • unusually large orders;
  • inconsistent billing and shipping information;
  • duplicate transactions;
  • or other suspicious purchasing behavior.

Where appropriate, we may contact you to request additional information before processing your order.

Force Majeure

SurprisePick shall not be held responsible for delays or failure to fulfill orders resulting from events beyond our reasonable control.

These events may include, but are not limited to:

  • natural disasters;
  • pandemics;
  • government actions;
  • transportation disruptions;
  • labor strikes;
  • power outages;
  • internet or system failures;
  • carrier interruptions;
  • or other unforeseen events.

In such situations, we will make reasonable efforts to keep customers informed and resume normal operations as soon as possible.

Contact Us

If you have any questions regarding shipping or your order, please contact our Customer Support team.

Email:
support@surprisepick.com

We aim to respond to most inquiries within 1–3 business days.

By Placing an Order

By placing an order with SurprisePick, you acknowledge and agree that:

  • Every order is carefully prepared by hand.
  • Standard processing time is 3–7 business days.
  • Estimated U.S. shipping time is 10–25 business days.
  • Shipping times are estimates and are not guaranteed.
  • Customers are responsible for providing accurate shipping information.
  • Address changes cannot be guaranteed once an order has entered processing or has been shipped.
  • Additional preparation time may be required for personalized services such as Packing Videos.
  • Shipping delays caused by carriers, weather, customs, holidays, or other circumstances beyond our control do not automatically qualify for refunds or compensation.
  • SurprisePick may verify high-risk orders before shipment to protect both customers and our business.