FAQ

Frequently Asked Questions (FAQs)

Welcome to the Sterye FAQ page! We’ve gathered answers to the most common questions to help you shop with confidence. If you don’t find what you’re looking for, feel free to reach out — we’re happy to help!

🔎 General Questions

1. What is Sterye?

Sterye is an online store specializing in curated mystery boxes and themed products, including plushies, apparel, blankets, tumblers, and more. Each box is hand-packaged to create a unique and fun unboxing experience. We got our start on September 15th, 2021, with our Halloween & Horror boxes, so Spooky themes have a special place in our heart.

2. How does a mystery box work?

Each Sterye mystery box is a curated bundle of themed items, designed specifically for that collection. We carefully select products that reflect the box’s theme, season, and aesthetic — with a focus on variety, uniqueness, and usefulness.

While we can’t guarantee specific items, each box is thoughtfully crafted to offer a fun surprise and great value. Typically saving you money compared to purchasing the items individually.

3. Do you accept custom orders or personalization?

At this time, we don’t offer custom or personalized items. However, we frequently release limited-edition collections, so keep an eye on our website and social media for updates! Minor personalization like specific themed items for boxes can be made by leaving a note at the cart page.

4. How can I contact you?

We’re happy to help! Here’s how to reach us:

📦 Ordering & Payment

5. What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, Shop Pay, Amazon Pay, and more! PayPal buy now pay later & Shop Pay can be split into payment installments.

6. Can I modify or cancel my order after placing it?

You can modify or cancel your order by contacting us via email, or our website chat. We can modify or cancel it as long as it hasn't already been processed and shipped.

7. Do you offer gift cards?

Yes! Gift cards are non-refundable and can be used toward any product in our store.

🚚 Shipping & Delivery

8. How long does it take to process and ship my order?

Orders are typically processed within 1–3 business days. During high-volume periods, processing may take up to 7 days.

9. How long will it take for my order to arrive?

  • Domestic orders: Typically arrive within 1–5 business days after shipping.
  • International orders: Usually take 7–21 business days depending on customs and local carriers.

10. How do I track my order?

Once your order ships, you’ll receive a tracking number via email or text. If you don’t see it, check your Promotions or Spam folder. 

🔄 Returns, Refunds & Exchanges

11. What is your return policy?

  • Mystery Boxes: All sales are final unless an item arrives damaged or defective.
  • Non-Mystery Box Products: We accept returns within 14 days if the item is unused and in its original condition.

12. How do I return an item?

Contact us at Mystery@Sterye.com with your order number and a brief reason for the return. Also see our returns & exchange policy here.

13. Do you offer exchanges?

We only offer exchanges for damaged or defective items.

💌 Customer Support

14. What’s the best way to get in touch with you?

The quickest way to reach us is through email or Instagram. We aim to respond within 24 hours.

15. Still have questions?

We’re here to help, feel free to reach out with any other questions!