Shipping, Returns and Refund Policy

This policy applies to all purchases made at www.surprisecastle.com operated by Surprise Castle LLC, 4604 49th St N Ste 1054, St. Petersburg, FL 33709, USA (“Surprise Castle”, “we”, “us”, or “our”). It is your responsibility to familiarize yourself with this policy. By placing an order for any of our item(s), you indicate that you have read this policy and that you agree with and fully accept the terms of this policy. If you do not agree with or fully accept the terms of this policy, we ask that you do not place an order with us.

Free standard shipping is available on eligible U.S. orders of $75 or more. Available shipping methods and charges are shown at checkout.

Most orders are processed within 2-3 business days. Your order will usually arrive within 2-7 days. As soon as we have handed over your order to our carrier, you will receive a shipping confirmation by email.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. Orders placed on a Saturday, Sunday or Public Holiday will not be dispatched until the next working day.

We will try to ensure that item(s) are completed and delivered within the estimated time advised at time of purchase. However, delays do occasionally arise due to shipping issues, out of our control. If a delay occurs, we will let you know the new confirmed delivery date; however, this does not mean you have the right to cancel your order if it is beyond the estimated time frame.

All items purchased are made pursuant to a shipment contract with our couriers. This means that the risk of loss and title for such items pass to you upon our delivery of your order to our couriers. If you do not receive your order within 20 working days from the date of dispatch, please contact us. We would request that you contact us as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. If these charges are unpaid, your order may be returned to us, and we will be unable to refund shipping costs.

There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations, your order may be destroyed by customs if duties and taxes are not paid. In this instance, we cannot refund product or shipping costs for these reasons.

Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. You may also need to provide specific documentation for clearance of your order, once it arrives in your destination country. This may vary from country to country, and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons.

If your order arrives damaged or defective, please email info@surprisecastle.com within 48 hours of delivery. Include your order number and clear photos of the item, packaging, and shipping label.

Please keep the item and all packaging until we reply. Once we review the information, we’ll contact you with the next steps. We may be unable to approve a request if the damage cannot be verified.

Once your order has been dispatched, you will receive an email to the e-mail address you place your order with. However, this also means that if your order has already been dispatched, we are unable to amend or cancel the order.

If you have placed an order in error or made a mistake on an order, you need to contact our Customer Services team as soon as possible within one hour of the order being placed to let us know to amend or cancel the order before it is dispatched.

If your order has already been dispatched, we are unable to amend or cancel the order until you have returned the order to us. You can check the status of your order in your account by viewing your most current order.

We are unable to change or update a shipping address once an order has been in progress. Please be sure to check your shipping details prior to submitting your order and to send us an email before your order is in progress if you need to change your address. Usually we are able to change your address within 1 hour after the order placed.

If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

You have the right to cancel the purchase of a good without having to give a reason at any time within a period of seven working days, beginning on the day after you receive the goods. If you wish to cancel the purchase of one or more items, you must cancel the contract by sending an email to us.

When you have canceled the contract, you must send the goods back to us. Return shipping costs are handled as described in the Returns section below. According to legal requirements you must return the goods within 30 days of its receipt.

Eligible items may be returned within 30 days of delivery. Returned items must be unused, in their original condition, and include the original packaging and any accessories or materials supplied with them.

Before returning an item, email info@surprisecastle.com with your order number and the reason for the return. Please wait for return instructions before sending the item back.

Customers are not responsible for return shipping costs when returning an item because they changed their mind or ordered the wrong product. Surprise Castle will cover reasonable return shipping costs when an item is confirmed to be damaged, defective, or incorrect.

Refunds will be processed within 14 days. Where exchange rates of currency are involved, the Refund will be made in the currency used when you paid for the order. Surprise Castle does not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund.

If you haven’t received a refund within 14 days of us notifying you about your refund being issued, please, check your bank account again and contact your bank or credit card company. If you’ve done all of this and you still have not received your refund yet, please contact us.