Shipping Policy

Expected Shipment Time

Unless a different shipment timeframe is clearly stated on the applicable product page or order confirmation, My Mystery Party reasonably expects to ship physical merchandise within 1–3 business days after receiving a properly completed order. Some items, such as props, may ship the same day of the order.

Business days do not include Saturdays, Sundays, or federal holidays. A properly completed order includes complete payment, a deliverable shipping address, and all information or product selections required to prepare the order.

• In many cases, an order may ship sooner, but same-day shipment is not guaranteed.

• UPS Next Day Air orders placed by 6:00 AM Central Time receive priority and are generally expected to ship within one business day (and when possible, on the same day as the order).

• Orders of $500 or more may be sent with signature-required delivery. Customers should review their UPS tracking information for applicable delivery requirements.

Order Modifications and Customer-Requested Cancellations

Boxed kits, and other custom or on-demand products are prepared specifically for each customer, and production may begin shortly after an order is submitted. Therefore, customers generally may not voluntarily cancel or modify an order after it has entered production, except when:

• Cancellation is required by applicable law.

• My Mystery Party cannot ship within the promised timeframe, and the customer does not consent to the delay.

• My Mystery Party agrees to the cancellation or modification in writing.

• Another cancellation right is expressly provided in these Terms and Conditions.

The custom or made-to-order nature of a product does not eliminate any delayed-shipment cancellation or refund right required by applicable law.

Shipping methods generally cannot be changed after an order is placed. If a customer requests faster shipping before the order ships, My Mystery Party may, at its discretion, cancel the original order and issue store credit for a replacement order. This voluntary accommodation does not apply to a cancellation or refund required by law.

If We Cannot Ship on Time

If we learn that we cannot ship physical merchandise within the timeframe promised when the order was placed—or within 30 days if no shipment timeframe was provided—we will notify the customer within a reasonable time and no later than the expiration of the original promised shipment period.

The delay notice will provide:

• A definite revised shipment date, when reasonably available.

• If a definite date cannot be provided, a statement that the revised shipment date is unknown and an explanation of the reason for the delay.

• The option to consent to the delayed shipment.

• The option to cancel the affected unshipped order or merchandise and receive a full and prompt refund.

• A reasonable, no-cost method for communicating the customer’s decision, such as email or a toll-free telephone number.

• An explanation of what will happen if the customer does not respond.

Consent to a Shipping Delay

My Mystery Party may request the customer’s affirmative consent to a revised shipment date. Consent may be provided electronically, by telephone, or through another method identified in the delay notice.

If affirmative consent is required and is not received by the deadline stated in the notice, the affected order will be treated as canceled, and a prompt refund will be issued.

If the customer consents to a revised shipment date but we later determine that we cannot ship by that date, we will provide another delay notice before the revised date expires. The customer may consent to the additional delay or cancel the affected unshipped order or merchandise and receive a full and prompt refund. Silence will not be treated as consent to a second or subsequent delay.

Indefinite Delays

If we cannot provide a definite revised shipment date, the customer must affirmatively agree to the indefinite delay. A customer who agrees to an indefinite delay may cancel the affected order at any time before shipment and receive a full and prompt refund for the unshipped merchandise.

Automatic Cancellation and Refund

My Mystery Party will cancel the affected order or unshipped merchandise and provide a prompt refund when:

• The customer chooses cancellation before shipment in response to a delay notice.

• The customer does not provide required consent to a shipping delay.

• We cannot ship by a revised date and do not receive consent to an additional delay.

• We determine that we will not be able to fulfill the order.

• We fail to provide a required delay notice within the applicable timeframe.

• Cancellation and a refund are otherwise required by applicable law.

Refunds for Unshipped Merchandise

When a delayed order is canceled, the refund will include all amounts paid for the canceled, unshipped merchandise and any associated shipping, handling, insurance, taxes, or other charges required to be refunded by applicable law.

If only part of an order can be shipped, the customer will receive any refund required for the unshipped portion and its associated charges. Required refunds will be issued through the original payment method whenever reasonably possible and within the period required by applicable law. Financial institutions and payment providers may require additional time to post the refund to the customer’s account.

Address Changes

• If you need to reroute a package, contact us immediately. The UPS will assess a reroute fee, which is sometimes more than the original shipping fee. The UPS reroute fee must be paid in advance before we process the change, so this is a time-sensitive process. Again, we cannot guarantee that we will receive your message before UPS delivers your package to the address entered for your order. It is imperative that you verify the shipping address before placing the order.

Carrier Transit Times and Delivery

A shipment timeframe describes when an order is expected to leave our facility; it is not a guaranteed delivery date. We ship using the method selected at checkout. Carrier transit estimates and service guarantees are subject to the carrier’s current terms.

• My Mystery Party cannot guarantee a delivery date unless a guaranteed carrier service applies to the shipment.

• Delays occurring after an order has been transferred to the carrier are generally governed by the selected carrier service and the policies below concerning lost, delayed, misdelivered, or damaged packages.

• Nothing in this section limits any remedy required when merchandise is not shipped or delivered as agreed or when another consumer-protection law applies.

Signature on Delivery and Package Security

We do not require a signature by default for every shipment. Customers who have experienced package theft, share a delivery location, live in a high-risk area, or otherwise have concerns about an unattended delivery should request signature-required service by entering a note with the order or contacting us before shipment. Any applicable signature fee must be paid before shipment.

My Mystery Party may require a signature for high-value, expedited, unusual, or fraud-screened orders without advance notice. Customers are responsible for monitoring tracking information and making reasonable arrangements to receive or secure the package after delivery.

Lost or Refused Packages

• Incorrect or Incomplete Address: Customers are responsible for providing a complete and accurate delivery address. If an order is delayed, misdelivered, or returned because of an address supplied by the customer, the customer may be responsible for the carrier's actual address-correction, interception, return, and reshipping charges, to the extent permitted by law. Contact us promptly; we will reasonably assist with a carrier inquiry, but successful recovery or redirection cannot be guaranteed.

• Refused or Unclaimed Packages: If a customer refuses or fails to claim a shipment without a legally recognized basis, the carrier's actual return charges, nonrefundable outbound shipping charges, and documented loss in value caused by the return may be deducted from any refund otherwise due, to the extent permitted by law. Any refund will be evaluated after the merchandise is returned and inspected. Customized, personalized, licensed, downloaded, opened, or otherwise nonreturnable items remain subject to the applicable final-sale and return terms.

• Future Orders: My Mystery Party may decline, cancel, or require additional verification, signature service, or an alternate payment method for future orders after a refused shipment, repeated delivery issue, unpaid balance, or documented risk of fraud or loss. If we cancel an unshipped future order, amounts paid for that canceled order will be refunded as required by law.

P.O. Boxes

• UPS does not deliver to a traditional P.O. Box. Customers must provide an address accepted by the selected carrier. If a shipment is returned because the address is not serviceable, the customer may be responsible for the carrier's actual return charges and any new reshipping charge, to the extent permitted by law. Any refund otherwise due will be handled under the Lost or Refused Packages section above.

Packages Reported Missing After a Delivery Scan

If tracking shows that a package was delivered but the customer cannot locate it, the customer should notify My Mystery Party within 24 hours when reasonably possible. Prompt notice allows the carrier to review delivery records while GPS data, driver information, delivery photographs, and other evidence may still be available. A delayed report may reduce the carrier’s ability to investigate, but it does not waive any non-waivable consumer right.

A carrier delivery scan is important evidence of delivery, but it will not be treated as automatic proof of fraud. My Mystery Party will review the available facts and may open a carrier investigation before determining whether a merchant-funded refund or replacement is appropriate.

Before requesting a refund or replacement, the customer must make a reasonable effort to locate the package, including:

• Confirming that the shipping address on the order is correct.

• Checking all entrances, porches, mailrooms, parcel lockers, reception areas, garages, gates, and other customary delivery locations.

• Checking with household members, employees, neighbors, property managers, front-desk staff, or others who may have accepted or moved the package.

• Reviewing available delivery photographs, notices, email messages, text alerts, and tracking updates.

• Providing any information reasonably requested for the carrier investigation.

Carrier Investigation and Customer Cooperation

My Mystery Party may ask UPS or another carrier to investigate a reported nonreceipt. The customer agrees to cooperate honestly and reasonably with that investigation, including responding to the carrier, confirming whether the package was received, providing requested statements or documentation, preserving packaging when relevant, and reporting any later discovery of the package.

Carrier investigations commonly require 8–10 business days, although complex investigations may take longer. My Mystery Party is not required to issue an immediate merchant-funded refund or free replacement while a good-faith carrier investigation is pending, except when applicable law requires otherwise.

If the customer needs another kit before the investigation concludes, the customer may purchase a replacement. If the carrier later confirms that the original shipment was lost or misdelivered and My Mystery Party receives reimbursement or otherwise determines that a refund is due, we will provide the appropriate refund or other remedy required by law. Any optional replacement purchase remains a separate transaction unless we agree otherwise in writing.

The customer must promptly notify us if the original package is located or received after a replacement, refund, carrier payment, or chargeback credit has been issued. Retaining both the merchandise and a duplicate reimbursement without disclosure may constitute unjust enrichment, chargeback abuse, or fraud, depending on the circumstances and applicable law.

Outcome of a Missing-Package Investigation

• Carrier error or confirmed loss: If the carrier confirms that the package was lost, delivered to the wrong address, or otherwise mishandled before delivery, My Mystery Party will provide the refund, replacement, or other remedy required by applicable law and the circumstances of the order.

• Delivery confirmed to the correct address: If the carrier’s investigation and other reliable evidence confirm delivery to the address supplied by the customer, the matter may be treated as theft or loss occurring after delivery rather than a failure by My Mystery Party to ship the order. Subject to applicable law, My Mystery Party is not responsible for replacing or refunding merchandise stolen or lost after confirmed delivery.

• Inconclusive investigation: If the evidence is inconclusive, My Mystery Party will review the complete record in good faith, including the order value, delivery records, customer cooperation, prior claim history, available security information, and any other reliable evidence. Any remedy will be determined under applicable law and the facts of the individual claim.

For suspected theft after delivery, the customer may be asked to file a police report and may wish to contact a credit-card benefit provider, homeowner’s insurer, renter’s insurer, property manager, or other applicable coverage provider.

Evidence Used to Investigate Delivery Claims

To investigate or respond to a missing-package claim, refund request, insurance claim, or payment dispute, My Mystery Party may preserve, review, and submit relevant evidence, including:

• Order, payment, billing, and shipping-address records.

• Carrier tracking, delivery scans, GPS or geolocation records, delivery photographs, driver notes, signature records, and carrier-investigation findings.

• Package dimensions, preparation records, shipment weight, acceptance scans, and available packing or fulfillment records.

• Customer-service communications and statements made to My Mystery Party, the carrier, the payment provider, or other persons involved in the investigation.

• Account activity and records showing access to associated digital materials.

• Lawfully obtained, publicly available information that is directly relevant to whether the merchandise was received, possessed, displayed, used, resold, or presented at an event.

• Other reliable information reasonably necessary to investigate the claim or respond to a payment dispute.

Publicly available evidence will be considered only when reasonably relevant to a claim or suspected fraud. My Mystery Party does not require access to a customer’s private social-media account and will not request the customer’s social-media password.

Knowingly False Nonreceipt Claims

Customers must provide truthful, accurate, and complete information. A legitimate inability to locate a delivered package will not, by itself, be treated as fraud. However, suspected fraud or chargeback abuse may exist when reliable evidence indicates that a customer knowingly:

• Claims that merchandise was not received after the customer or an authorized recipient received it.

• Tells My Mystery Party, a carrier, a bank, or a payment provider that the package was not received after admitting receipt to the carrier or another investigator.

• Conceals that the package was later found or received.

• Requests or retains a refund, replacement, insurance payment, or chargeback credit while also retaining or using the original merchandise.

• Uses, displays, distributes, resells, posts, photographs, or hosts an event with merchandise while representing that it was never received.

• Provides materially false, altered, incomplete, or misleading information during a delivery or payment investigation.

When credible evidence supports suspected fraud, My Mystery Party may contest the claim or chargeback and submit relevant evidence to the carrier, insurer, payment processor, card issuer, card network, law enforcement, or other appropriate party. Where permitted by law, we may also deny a voluntary merchant-funded refund, suspend access to an affected unpaid license, restrict or close the associated account, refuse future orders, preserve records, and pursue recovery of merchandise, duplicate payments, amounts lawfully owed, and actual damages or costs.

These measures will not be imposed solely because a customer files a legitimate, good-faith claim or exercises a protected consumer right.

Policy on Shipments Outside of the United States and Customs Fees

We strive to provide a seamless shopping experience for our customers outside of the United States. 

• Customs Duties and Taxes

  •  Responsibility for Fees: Any applicable customs duties, taxes, or brokerage fees imposed by customs in countries outside of the United States are the sole responsibility of the Buyer (recipient). These charges are determined by your country's customs agency and are beyond our control. 

  • Notification of Fees: Upon your package's arrival in your country, the carrier or customs agency will contact you to collect these fees before delivery is completed. Failure to pay these fees will result in the package being held by customs. My Mystery Party will not pay the customs fees to have the package returned, and you will not be issued a refund for the merchandise or shipping fees, as the package will remain at the carrier's facility in your country until it is discarded at the carrier's discretion. Sometimes, the carrier might decide to return the package to My Mystery Party - see below.

•  Refusal to pay fees and Refunds

  •  If customs in your country returns the package to us via the UPS carrier:

    • Once your package is returned to us, we will hold it for 30 days.

      During this time, you may request to have it reshipped by:

      • Paying the UPS shipping fees to resend the package, plus

      • Covering any return shipment fees and/or customs fees charged to our UPS account for the return.
        These return-related charges will be at least equal to the original shipping fee (and may exceed it), plus any customs fees assessed by one or both countries.

      ⚠️ If the total exceeds the amount initially paid for the order, your account will be placed on negative status until paid in full, and no further game licenses can be purchased until the balance is cleared.

      To proceed, email us at support@mymysteryparty.com and we will create a payment link. The reshipment rate will match your original shipping rate unless you request an upgrade to a faster shipping method. Please note, customs fees will again apply upon arrival in your country.

      If you choose not to have the package reshipped, after 30 days it will be discarded (as all boxed kits are final sale).

      • You will not be entitled to a refund on the boxed mystery game materials.

      • However, any undamaged props or books included in the shipment will be refunded after the 30-day period, minus the 15% restocking fee.

  • Abandoned Shipments: If the package is not returned to us and is abandoned and discarded by the carrier or customs, no refunds will be issued. Therefore, a reshipment of the order is not possible without the Buyer placing a new order. 

• Best Practices for Customers Outside of the United States

  • To minimize unexpected costs: Familiarize yourself with your local customs regulations and potential fees. Use the shipment tracking information we provide to stay updated on your package’s progress. Ensure you are prepared to cover any customs fees promptly upon notification. 

  • Contact your local carrier's office (i.e., UPS) and explain what is being shipped and the price total of the merchandise, and they should give you a ballpark quote of what the customs fees should be - before you purchase the game. 

Payment Disputes and Chargebacks Involving Delivery Claims

Customers retain the right to submit a legitimate, good-faith billing dispute when permitted by applicable law or their agreement with a card issuer or payment provider. Nothing in this policy waives a non-waivable consumer right.

We strongly encourage customers to contact My Mystery Party before initiating a chargeback so we have a reasonable opportunity to investigate and resolve the problem. Most credit card issuers will ask you if you have contacted the merchant before they allow you to file a dispute, and if you answer no, they will direct you to contact us. Contacting us first may result in a faster resolution, but this request does not extend or eliminate any legally protected dispute deadline.

If a chargeback or payment dispute is filed, My Mystery Party may submit relevant evidence from the order, fulfillment, delivery, carrier investigation, customer communications, account records, and other lawful sources. Delivery confirmation is relevant evidence but will be considered together with the complete record.

Filing a good-faith dispute does not automatically void all of a customer’s licenses or result in punishment. However:

• If payment for a particular product or license is reversed or remains unpaid after the dispute is resolved, access to that affected product or license may be suspended or terminated because payment was not retained.

• If reliable evidence establishes a knowingly false claim, intentional misrepresentation, duplicate recovery, unauthorized retention of refunded merchandise, or other material fraudulent conduct, My Mystery Party may take the protective actions described in this policy and the Chargeback and Payment Dispute Policy.

• My Mystery Party may decline future transactions when documented conduct creates a reasonable risk of fraud, nonpayment, repeated refused shipments, or abuse of the claims process, subject to applicable law.

My Mystery Party will not impose a separate penalty merely because a customer files a legitimate dispute. We reserve the right to recover merchandise, duplicate reimbursements, unpaid amounts, and actual costs or damages when permitted by applicable law.

Applicable Law and Fair Administration

This policy will be administered reasonably and in good faith. It is intended to protect honest customers while allowing My Mystery Party to investigate and defend against false nonreceipt claims, duplicate recovery, theft-related losses occurring after confirmed delivery, and chargeback abuse.

If any provision conflicts with a non-waivable legal requirement, the applicable law will control, and the remaining provisions will continue to apply to the fullest extent permitted.