Refund Policy

We want every SendMystery to land well. Because our gifts are a curated surprise, our refund and cancellation terms work a little differently from a standard store. This policy explains when you can cancel, when refunds apply, and how to reach a human quickly.

The short version

• Cancel for a full refund before we begin curating your gift.
• We stand behind quality — if a gift arrives damaged, lost, or materially not as described, we’ll replace it or refund it.
• Because the surprise is the product, we generally can’t accept returns simply because of the specific item chosen — but talk to us; we’re reasonable.
• A human answers: (760) 712-7913 or hello@sendmystery.com.

1. Cancellations

You may cancel for a full refund any time before we begin curating your gift. Once curation has started — meaning our team has begun selecting or purchasing the item — we may have already incurred cost, so cancellation may not be possible or may be partially refundable at our discretion. To cancel, contact us right away with your order reference.

2. Damaged, lost, or not-as-described gifts

If a gift arrives damaged, is lost in transit, or is materially not as described, we will make it right — with a replacement or a refund — at no additional cost to you. Please contact us within 14 days of delivery (or expected delivery, for lost packages) and, where possible, include a photo of any damage. Keep the packaging until the issue is resolved.

3. The value guarantee

We curate each gift with the intent that its retail value exceeds the price you paid. If you believe a gift fell short of this standard, contact us and we’ll review it in good faith.

4. Returns of the physical gift

Because the mystery and surprise are the core of what you’re buying, we generally do not accept returns based solely on the specific item selected or a recipient’s subjective preference. That said, we care about your experience — if something feels off, reach out and we’ll do our best to help.

5. Wrong or undeliverable address

Please make sure the shipping address is correct. If a package is returned to us as undeliverable due to an incorrect address, we’ll contact you to arrange re-shipment; additional shipping costs may apply. We can’t refund gifts that were delivered to the address provided.

6. How refunds are issued

Approved refunds are issued to your original payment method through Stripe. Refunds typically appear within 5–10 business days, depending on your bank or card issuer.

7. How to request a refund or help

The fastest way is to text or call (760) 712-7913, or email hello@sendmystery.com with your order reference. A real person will get back to you.

This policy is part of our Terms of Service. Nothing here limits any rights you may have under applicable consumer-protection law.