Spooky Safe Shipping Guarantee

Every order is backed by our Spooky Safe Shipping Guarantee.

We pack every order with care, and we want your spooky finds to arrive ready to enjoy. Our guarantee is included with every Sterye order and covers items that arrive damaged. We also help investigate shipping delays and missing packages, as explained below.

Damage coverage does not mean every missing or stolen package qualifies for a replacement or refund.

If something arrives damaged

Contact us within 30 days of delivery at Mystery@Sterye.com or through our website chat. This damage claim window applies to every order, including gifts. Please include:

  • Your order number, the name and email address used for the order, and a brief description of the damage.
  • Clear photos of the damaged item.
  • Photos of the packaging and shipping label, when applicable.

Please keep the item and its packaging while we review your request. We may need additional photos or verification, or ask you to return the affected item. Contact us before sending anything back; we will explain the next steps and arrange return shipping when required for an approved damage claim.

How we resolve approved damage claims

If your claim is approved, we will replace the damaged item when it is available. If it is sold out or no longer available, we may offer a comparable replacement, store credit, or another appropriate resolution based on the circumstances. We will explain the available option before proceeding.

Damage to one item does not automatically require replacing the entire mystery box or order. We review the affected item and work with you on a suitable resolution.

Defective, incorrect, or missing items

If an item is defective, you received the wrong item, or an advertised item is missing from your order, contact us within 7 days of delivery. Include your order number, a description, and photos of what arrived when helpful. We will review the issue under our Delivery and Returns Policy.

If your package is delayed or missing

Check your tracking link and the shipping window for your order. If the expected delivery window has passed or tracking suggests a delivery problem, contact us promptly with your order number and tracking number. You do not need to wait for a carrier investigation to finish before contacting Sterye.

We will help investigate with the carrier and review the available options. A delay or gap in tracking does not by itself confirm that a package is lost. Any replacement or refund for a missing shipment is reviewed individually; it is not automatic under this guarantee.

If tracking says delivered but you cannot find it

Check with household members, neighbors, your mailroom, front office, or package locker, and ask the local carrier for delivery details. Please contact Sterye within 7 days of the delivery scan if the package is still missing. Contacting us promptly helps us investigate while delivery information is available.

We will help with the carrier inquiry and review available options. Packages marked delivered but later reported missing or stolen are not guaranteed a replacement or refund under this policy.

What the guarantee does not cover

  • Damage caused after delivery by use, mishandling, or normal wear.
  • Minor marks on outer shipping materials when the purchased products are undamaged. If the packaging is part of the purchased collectible, contact us for review.
  • Disliking the theme, character, color, or assortment of a mystery product.
  • Delivery problems caused by an incorrect or incomplete address supplied at checkout. Please contact us promptly if you notice an address error.
  • Customs charges, import duties, taxes, or fees. Customs processing and carrier delays are not damage claims.

Preorders and other policies

Preorders remain covered for damage when they arrive. Their estimated shipping windows are shown on the product page. This guarantee does not promise delivery by a particular date or change any product-specific cancellation promise.

For processing, transit estimates, returns, and cancellations, see our Shipping Policy and Delivery and Returns Policy. Nothing in this guarantee limits any rights you have under applicable law.

Need help? Email Mystery@Sterye.com or message us through the website with your order number. We will help you understand the next step.

The Sterye Team