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ADDRESS CHANGES
If you need to change the shipping address, please email us to support@surpriseboxer.com with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!
DAMAGED/MISPRINTED ITEMS
Your items will be checked and intact before shipping out ; however, there are many uncontrolled factors during the transportation. Please check your items within 7 days after delivered time. If the product arrives defective, we will reprint and resend it free of charge. We may not promise the specific guarantee and accept any quality complaints after 7 days. It depends on the way you use. If you used it in an appropriate way, it can use for a long time; otherwise, it will be damaged in a short time.
Please email us to support@surpriseboxer.com with your order number, and include a picture of your item explaining the issue within 7 days, our customer support will be able to assist you, to reprint your item and ship it to you ASAP.
Please note: Whatever size, color, and image you upload will be printed on your item. If the incorrect size, color, or image is selected by you and sent out to you, surpriseboxer is not responsible for replacing these items.
PRODUCT IMAGE DISCLAIMER
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of any item before purchasing.
Since your personalized products are one-of-a-kind and made just for you, a 30% customization fee per item is included in your purchase. If you would like to cancel your order,Send email to support@surpriseboxer.com with your order number and the reason of the cancellation, and we will try to retrieve it back. But please note that once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase which has been put into production, your order is subject to a 30% restocking fee per item.
If you would like to return your product because you are unsatisfied, please send email to support@surpriseboxer.com with your order number and an image of the product you received and our team will be able to determine the status of your return based on the information provided.
All refunds will be credited for the original amount paid, less shipping fees, discounts on personalized items, except in the case of an incorrect shipment. Once your return has been processed, you will receive a confirmation email; please note that it may take an additional 7-10 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement.
Please note that the following reasons are NOT covered by our Return/Exchange Policy, and we are not liable for these issues.
Products are damaged by misuse, mishandling, or poor maintenance.
Personal Reasons due to changed mind, personal taste, etc.
Personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.
If the product arrives defective, we will reprint and resend it free of charge. Please email Support@surpriseboxer.com with a picture of your item and order number. We will reprint your item and ship it to you within 7 business days.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@surpriseboxer.com.
Exchanges
Our personalized item cannot be returned unless it is defective or damaged. Please refer our Return Policy on Damaged/Misprinted Items or please contact our customer service for return.
If the product arrives defective, we will reprint and resend it free of charge. Please email support@surpriseboxer.com with a picture of your item and order number. We will reprint your item and ship it to you within 9 business days.
Shipping
To return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.
DISCLAIMERS:
All sales are final after 14 days from receipt.
surpriseboxer reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.
Return address：
No.1, 5th Floor, Building 8, Cross-border E-Commerce Industrial Park, Science and Technology City, Hi-tech Zone, Mianyang, Sichuan Province, China
