Shipping & Returns


We ship all party ready party packs straight to your address via UPS Ground or other service as you select during check out. We will ship mystery props within 1-2 business days and party ready packs within 2-3 business days. To calculate the time from purchase until you will receive your package - add the time it will take us to ship plus the amount of days from your selected shipping method.

International Shipping (outside of the U.S.) - please contact your country's UPS representative in advance for details to determine if you will be charged any additional customs or brokerage fees upon delivery. We will pay the UPS shipping fees on our end, but once the 3.0 lb. package labeled 'mystery party documents' reaches your country, there might be additional fees assessed by your country's customs that will be COD and will be your responsibility. These customs fees vary via region and we have no way to determine in advance what your country's customs fees will be.

 

Question: How long until I get my party pack and / or props?



For a party ready pack - these are custom prepared for you upon purchase - we have way too many options to keep stock. It will take 2-3 business days for our mystery elves to meticulously prepare your kit for your big day. With a prop only order, it's likely to ship the following business day. After this time, we will ship your package from Austin, Texas according to the shipping method you have chosen during purchase. We ship all over the globe on a daily basis!

Always give us your party date during the checkout process - we ask you - so don't ignore it! This way, we know if your ship method is appropriate and the kit will get to you on time!

Here is a handy UPS calculator. We are in Austin, Texas 78738 - enter us as the shipper and then put in your information as the recipient to see what the ship time will be for the various UPS options - and don't forget to add on the 2-3 business days of prep time for us to prepare your kit.

Click here for the UPS Shipping Calculator

Question: How much is shipping?



As far as shipping costs - it depends upon your address & the shipping method you select. The shipping is calculated by the UPS on our shopping cart on page #1. After you enter your shipping address, you can select the various UPS options to determine pricing. No worries - you can back out and get the download if the UPS prices are too high.

We have a more economical option for international purchases if you are not in a hurry: USPS International. This takes up to 10-12 business days, but it is a cheaper alternative. They don't give a guarantee - only an 'estimated date of arrival.' It is the United States Postal Service and once it gets to your country, it turns over to your local post - for example - with the UK, it turns into Royal Mail. Depending upon where you live, there may be associated customs fees. If you've ordered from the U.S. before - this purchase will be no different. We cannot predict what your region of the world will require - so check with your local post / local UPS (whichever method you choose to ship with) to determine if they will require additional customs fees for a package.

 

Question: What if UPS loses my package? 

If UPS loses your package, which luckily hasn't happened to us in the ten years of business - we will work with you and UPS to retrieve it. In our experience, after a thorough investigation and a bit of time lapses, you'll discover your neighbor has it, someone in your household accepted the package and put it somewhere, forgetting to tell you &/or the UPS left it with someone on record - such as an apartment main office.  Therefore, before you sound the alarms - check everything possible and maybe wait a day to see if it surfaces.

Once you contact us about it - we'll file a lost package report with UPS and they will begin their investigation. They will contact you and a federal investigator may be called out to your home.  They can and will put you on a list where you will NO LONGER be allowed to have packages left on your doorstep and you will have to sign for all packages in the future.  Don't make our shipment be the one who puts you on the UPS signature only list for no reason!  On the other hand, UPS is run by humans and humans make mistakes.  It could happen.  Once the UPS investigation is complete, we can send a new package, but this may take 7-10 business days.

Hopefully, you've given yourself enough time in case an issue like this occurs.  If you're ordering the game at the last minute with no days to spare, and your package is lost, we can provide you with the download version - however, that means you'll need to prepare the kit yourself. 



Refund, Returns and Cancellation Policies:

All of our parties have a satisfaction guarantee.

DOWNLOADABLE GOODS: if you are not happy with your mystery (or any other downloadable item) for any reason, we will 'exchange' it immediately with another one (i.e. give you another equivalent product for free). The Harrison House or Stratford Castle games will not qualify as an even exchange for any other mystery party game due to the size and cost of the game. 
We offer instant downloads upon purchase. This is very convenient for you, as there is no waiting to get your game. However, because our games are instantly available, we have no way to determine whether or not you have saved the file that was instantly available to you upon purchase. For this reason, we cannot offer refunds for our games. However, if you ever need the file again &/or didn't save it to your computer or lost it - simply go to your order confirmation and follow the instructions to download it again. Also, you can contact us via email and we will be happy to send it to you. 
Due to the nature of digital products there is no way for us to prevent a customer from using a kit after it has been available upon purchase. Therefore, we cannot give refunds on our electronic products. You are able to view free sample game materials, mystery synopses, game video trailers (when applicable) and character lists (or example tasks in the case of scavenger hunts) to make sure the product meets your needs. We are also here via email 24/7 and always respond well within 24 hours. We trust this will help you make an informed purchase you will be happy with. If you have any questions about the game (i.e. why is the teen game rated 14+?, etc.), please do not hesitate to contact us via email or during our call center hours. There is only one exchange allowed per customer for a lifetime and any customer receiving a free game in 'exchange' will be required to call in all future orders from My Mystery Party, as we want to be sure that you are selecting an appropriate party for your group since no future free games (i.e. exchanges) are allowed. We reserve the right to refuse service to any customer who attempts to abuse our 'exchange' policies. We are aware of internet scams and will legally pursue customers attempting charge-back fraud to obtain free merchandise. If you purchase a downloadable product and then file a dispute with your credit card so you don't have to pay for it - that is the treated the same as you walking into a store and blatantly stealing merchandise. Don't do it. Again, we will do anything in our power to make you happy - our business has survived for nearly a decade with great referrals!

FOR PARTY READY PACKS: We cannot refund party ready packs for any reason, as these are custom prepared for you upon purchase. We do not keep a stock of prepared kits as there are too many options that you can customize our parties with (i.e. expansion packs, occasions, etc.). These kits are labor intensive and there is no way to refund labor costs. Please contact our sales support at 1-800-714-3951 for more information about your selected party prior to ordering a party ready pack. Carefully review the sample game materials, the character lists, and the mystery synopsis as well. *We are not responsible for lost packages due to an incorrect address input into the system during checkout. In the event this occurs, you will need to contact the shipping company directly (UPS, FEDEx, etc.) to retrieve the package with the tracking number we provide you.



FOR MYSTERY PROPS: You may return most new, unopened items within 30 days of delivery for a full refund if they are returned in the exact condition they were shipped to you. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If the materials are returned to us in the exact condition in which they were shipped, we will issue a refund or exchange. In the event of an exchange, you will need to ship us the item at your cost and we will ship the new replacement item back to you at our cost via UPS Ground. For refunds, we do not refund any shipping charges and there will be a 15% restocking fee assessed. If the materials are not in the exact manner in which they were shipped (i.e. crime scene tape is torn, victim shirt has been worn, etc.) we will ship the items back to you and will not issue a refund. There are no exchanges or refunds on victim face paint or worn items due to hygienic issues.

You should expect to receive your refund within 30 days of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

FRAUDULENT CHARGE REVERSALS: We take fraud very seriously. For your protection and the integrity of our credit processing system - all charge reversals will be immediately investigated by our legal team and the local law enforcement based upon the IP Address used during the purchase. All fraudulent charges will be reported to the District Attorney of the respective location in which the buyer is located as determined by the IP Address. For the protection of internet merchants, any buyer that is found reporting a false charge reversal for any reason will be prosecuted to the full extent of the law and will be reported immediately to all bad customer databases.




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