Find quick answers to the most important questions
Frequently asked Questions
Once you complete the checkout, your order will enter the Processing stage. At this stage TMB algorithm will run different tests to determine the contents of your Mystery Box. You can follow the progress and time left for processing in your Mystery Experience Portal. Once the Processing stage has been finished your order will ship with your selected Shipping method.
We offer a 90 day no risk return policy for all items except the items on sale and Mystery Boxes.
Mystery Boxes being a special category product can only be returned if they are unopened, unused, still in their gray packaging and you have not checked the items inside your Mystery Box. If the gray packaging has been damaged, opened or tampered with then the products condition is no longer new and it is not possible to return the Mystery Box. Assigning items to your Mystery Box requires launching TMB algorithm and for the algorithm to source the assigned items from multiple warehouses specifically for your order, therefore, in case you wish to return your Mystery Box, there is a $29.99 re-stocking fee for each returned Mystery Box and you are responsible for the return shipping fees. Please contact our Customer Support to find out if your Mystery Box is eligible for a return and if the return is approved we will provide details where to ship the Mystery Box back and provide a FULL refund minus the re-stocking fee within 7 days after the Mystery Box has been returned to us and checked by our team to see that it has not been used or opened before.
If your order is at the Processing stage we might be able to update your shipping address. Please contact our Customer Support team and we will check if it’s still possible for your order. We can not update the Shipping address after the order has been given to the Shipping company.
You can track the order status in your Mystery Experience Portal or in the Track Your Order section.
Our Mystery Boxes are not just a bunch of items in a box. We offer a full Mystery Experience which is not only a physical product delivered to your home, but also partially a virtual experience that includes the Processing stage, where TMB algorithm will match different products from a huge list of products against each order and that takes time. Once the products have been picked, it takes time to source them from our suppliers.