Sterye Shipping & Processing Policy

Last updated: May 6, 2026

At Sterye, every order is carefully packed by our small team with attention to quality and detail. Please review our shipping and processing policy before placing your order.

1. Processing Times

Ready-to-ship products are typically processed within 1–3 business days from the date of purchase.

During high-volume periods, including collection releases, holidays, Black Friday, Cyber Monday, and major sales events, processing may take up to 7 business days.

Unless otherwise noted on the product page, we aim to ship orders within 7 business days of purchase.

Processing times do not include carrier transit time.

If a product is a preorder, made-to-order item, delayed-release item, or special collection item, the product page may list a separate estimated shipping window. In that case, the product page timeline applies.

2. Shipping Confirmation & Tracking

Once your order has shipped, you will receive a shipping confirmation by email or text message, depending on the contact method used at checkout.

Your shipping confirmation will include a tracking number so you can monitor your order’s progress.

If you do not see your shipping confirmation, please check your Promotions, Spam, or Junk folder.

3. Estimated Shipping Times

After your order has shipped, estimated delivery times are:

United States: Most domestic orders are delivered within 1–5 business days after shipment, depending on the carrier service and destination.

International: International orders typically arrive within 7–21 business days after shipment, depending on destination, customs processing, and local carrier services.

Delivery estimates are not guarantees. Carrier delays may occur due to weather, holidays, customs, high-volume periods, local delivery disruptions, or other events outside of our control.

4. Shipping Carriers

We primarily ship through USPS and UPS.

The carrier and shipping method used for your order may vary depending on the shipping option selected at checkout, package size, package weight, destination, and available carrier services.

5. Shipping Issues & Delays

If you experience a shipping or tracking issue, please contact us at:

Email: Mystery@Sterye.com
Website Chat: Fastest response

Please include your order number and tracking number so we can help as quickly as possible.

We will do our best to work with the carrier to investigate delays, missing packages, tracking issues, or possible delivery problems.

6. Lost, Missing, or Stolen Packages

If your package has not arrived within the estimated delivery window, please first:

• check the tracking link in your shipping confirmation;
• check with household members, neighbors, mailrooms, front offices, or package lockers;
• contact your local post office or carrier for delivery details.

If you are still unable to locate your package, contact us at Mystery@Sterye.com within 7 days of the last tracking update or delivery scan.

If a package is marked as delivered by the carrier but is missing, Sterye is not responsible for stolen packages or packages that cannot be located after delivery. However, we will do our best to assist you with a carrier claim or review available options when contacted within the required timeframe.

7. Incorrect or Incomplete Address

Customers are responsible for entering a correct and complete shipping address at checkout.

If a package is delayed, returned, lost, or delivered incorrectly due to an address entered incorrectly at checkout, Sterye is not responsible for replacement or refund.

If a package is returned to us due to an incorrect or incomplete address, we may contact you to arrange reshipment. Additional shipping fees may apply.

We cannot modify an address once an order has shipped.

If your order has not shipped yet and you need to update your address, please contact us as soon as possible at Mystery@Sterye.com or through our website chat with your name, order number, and corrected shipping address. We will do our best to update it before shipment, but address changes are not guaranteed once an order enters processing, packing, label creation, or shipment.

8. Order Modifications

If you need to modify an order, please contact us within 24 hours of placing your order.

Once an order has entered processing, packing, label creation, or shipment, we cannot guarantee changes to the order, shipping address, shipping method, items, size, or customer details.

9. International Shipping

We offer international shipping to select countries.

International customers are responsible for all customs fees, duties, VAT, import taxes, brokerage fees, or other charges required by their country.

International shipments may be delayed due to customs processing, import inspections, local carrier delays, unpaid duties or taxes, or local import regulations.

Sterye is not responsible for customs delays, rejected packages, unpaid duties or taxes, or local delivery issues outside of our control.

Shipping charges, customs fees, duties, VAT, brokerage fees, and import taxes are non-refundable.

10. Preorders, Restocks, and Special Collection Items

Some products may have a longer processing or shipping timeline, including preorders, restocks, made-to-order items, delayed-release items, or special collection launches.

When a product has a special shipping timeline, the estimated shipping window will be listed on the product page. Please review the product page carefully before placing your order.

If your order contains both ready-to-ship and preorder items, your order may ship together when all items are ready unless otherwise stated.

11. Contact Information

For shipping or processing questions, please contact us:

Email: Mystery@Sterye.com
Website Chat: Fastest response

Please include your order number so we can assist you quickly.

Thank you for choosing Sterye. We’re grateful for your trust and support.

Delivery & Returns Policy

Last updated: May 6, 2026

Thank you for shopping with Sterye Mystery Boxes. Please review our delivery, return, and refund policy before placing your order. By purchasing from Sterye, you agree to the terms below.

Shipping Policy

Processing Times

Ready-to-ship products are typically processed and shipped within 1–2 business days.

During high-volume periods, including collection drops, holidays, Black Friday, Cyber Monday, and other major sales events, processing may take up to 5 business days.

You will receive a shipping confirmation email or text message once your order leaves our warehouse.

Processing times do not include carrier transit time.

Shipping & Delivery

Delivery within the United States usually takes:

• Standard/Ground Shipping: 2–6 business days after dispatch
• Priority Shipping: 1–3 business days after dispatch

We primarily use USPS and UPS Ground Saver for ground shipments, and USPS Priority, UPS Ground, or UPS 2–3 Day for priority deliveries.

Shipping timeframes are estimates and begin once your order has been dispatched. Carrier delays may occur during holidays, severe weather, high-volume periods, or other events outside of our control.

Spooky Safe Shipping Guarantee

All Sterye orders are covered by our Spooky Safe Shipping Guarantee for items that arrive damaged.

If an item arrives damaged, please contact us within 7 days of delivery with your order number, clear photos of the damaged item, and photos of the packaging. If approved, we will replace the damaged item when available.

If the damaged item is no longer available, we may offer a comparable replacement, store credit, or another resolution at our discretion.

During the holiday season, gift orders may be eligible for an extended damage claim window of up to 30 days from delivery.

The Spooky Safe Shipping Guarantee applies to damaged items. It does not guarantee replacement for packages marked delivered by the carrier but later reported lost or stolen.

Shipping Issues

For delays, missing packages, or tracking issues, please contact us at Mystery@Sterye.com or through our website chat. We will do our best to help investigate the issue with the carrier.

If a package is marked as delivered but you cannot locate it, please first check with household members, neighbors, your mailroom, your front office, and your local carrier.

Sterye is not responsible for stolen packages or packages that are marked delivered by the carrier. However, if you contact us within 7 days of the delivery scan, we will do our best to assist with a carrier claim or review available options.

Incorrect or Incomplete Address

Customers are responsible for entering the correct shipping address at checkout.

If a delivery fails due to an incorrect or incomplete address provided at checkout, additional shipping fees may apply for reshipment.

We cannot modify an address once an order has shipped.

If your order has not shipped yet and you need to update your address, please contact us as soon as possible at Mystery@Sterye.com or through our website chat with your name, order number, and corrected shipping address. We will do our best to update it before shipment, but address changes are not guaranteed once an order begins processing.

Return Policy

Mystery Bags, Mystery Boxes & Blind Bags

Mystery Bags, Mystery Boxes, and Blind Bags are surprise-based products. Because the contents are curated as a mystery experience, all sales are final unless an item arrives damaged, defective, or incorrect.

Dissatisfaction with the theme, style, color, character, assortment, or contents does not qualify for a refund, return, or exchange.

We do not accept partial returns or exchanges of individual mystery box items.

If an item intended for a box is unavailable at packing time, we may substitute an item of equal or greater value.

Product photos, videos, and past box examples are for reference only and do not guarantee the exact items you will receive.

Non-Mystery Products

Non-mystery products may be eligible for return if:

• the item is unused, unworn, unwashed, and in its original packaging;
• the item is in the same condition received;
• the return is initiated within 30 days of delivery;
• the item is not marked final sale or otherwise excluded below.

The following items are non-returnable:

• mystery boxes, mystery bags, and blind bags;
• sale or clearance items;
• gift cards;
• custom or personalized products;
• perishable goods, including snacks or candy;
• items damaged due to customer handling, misuse, or normal wear.

Return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or incorrect.

Original shipping costs are non-refundable once an order has shipped.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at Mystery@Sterye.com or through our website chat.

Please include:

• your order number;
• a clear photo of the damaged, defective, or incorrect item;
• photos of the packaging and shipping label when applicable;
• a brief description of the issue.

During the holiday season, gift orders may be eligible for an extended damage claim window of up to 30 days from delivery.

If your claim is approved, we will offer a replacement when available. If the item is out of stock, we may offer a comparable replacement, store credit, or another resolution at our discretion.

We may request that the item be returned or that additional verification be provided before a replacement, credit, or refund is issued.

Refund Processing

Approved refunds are processed to the original payment method within 3–7 business days after approval.

Your bank, credit card company, or payment provider may take additional time to post the refund to your account.

Original shipping costs are non-refundable once an order has shipped.

Cancellations

Orders may be canceled within 24 hours of purchase if they have not already entered processing or shipped.

Once an order has entered processing, packing, label creation, or shipment, we cannot guarantee cancellation or modification.

To request a cancellation, contact us as soon as possible at Mystery@Sterye.com or through our website chat with your name and order number.

International Orders

International orders are final sale unless an item arrives damaged, defective, or incorrect.

Customers are responsible for all customs fees, duties, VAT, import taxes, brokerage fees, or other charges required by their country.

Sterye is not responsible for delays caused by customs, import inspections, unpaid duties or taxes, or local delivery issues outside of our control.

Shipping charges, customs fees, duties, VAT, and import taxes are non-refundable.

How to Initiate a Return or Get Help

For delivery, shipping, return, or damage questions, please contact us:

Email: Mystery@Sterye.com
Website Chat: Fastest response

Please include your order number so we can assist you as quickly as possible.

We’re always here to help and appreciate your support of Sterye.