Return Process
Customer satisfaction is our top priority at A Surprise Boxes. If you are not completely happy with your purchase, please contact us within 30 days of receiving your order to request a return.
Note: Refunds are only available for pet products that are unopened and in their original condition with all packaging intact. We will not accept return requests for items that have been used or are missing their original packaging.
If you need a refund, please note that after your request is approved, the payment will be refunded to your original payment method, excluding the shipping fee. The processing time for refunds varies with the payment method, usually taking between 1 and 2 business days. If it takes longer, please email us at [email protected].
Order Withdrawal
You can cancel your order within 30 minutes of placing it; beyond that, the order will have been processed, and the package cannot be retrieved. We will respond to your cancellation request within 24 business hours. If you miss the 30-minute cancellation window and still wish to return the order, you can do so after receiving it by sending the item back to our return address.
Instructions for Returns
Before returning an item, please contact us at [email protected] to confirm the return process.
Upon receiving your order, please check the items for quality issues and ensure they meet your expectations. If you find that the issue is due to our error (e.g., damaged or defective products), we may ask for an unpacking video, product details, or photos to verify the claim. Please retain this information until the return or exchange process is completed. Once confirmed, we will either reship the item to you within 1 to 2 business days at no additional cost or issue a direct refund.
If you are unsatisfied with the product upon receipt but it is in new condition with its original packaging, you may request a return. There is no restocking fee, but you must cover the return shipping costs.
Note: If the returned product does not match your return request upon our inspection, the return will be rejected, and the item will be sent back to you at your expense.
Our return address: Room 1003, Unit 1, Building 9, Commercial Pedestrian Street, Ai Hainan Road, Jiaji Town, Qionghai City, Hainan Province, 571400. Please ensure all return or exchange requests are coordinated with A Surprise Boxes in advance; otherwise, they will not be processed.
Connecting with Us
If you have any questions or concerns about this policy, feel free to reach out to our customer service at +86-177-622-96215.