FAQ

Q: How can I connect with The Surprise Shop?
A: We'd love to hear from you! Email us at thesurpriseshopllc@gmail.com or call during store hours at (573) 468-6932. or call during store hours at (573) 468-6932.

Q: Do you ship nationwide?
A: Absolutely! We ship to every state in the U.S. Shipping rates are calculated at checkout—no surprises.

Q: Where do my packages ship from?
A: All orders depart from our Sullivan, Missouri location at 104 W Main St, Sullivan, MO 63080.

Q: When will my order ship?
A: We process and ship most orders within 1 business day.

Q: What shipping methods do you offer?
A: Standard shipping typically takes 3–7 business days. Available shipping options and rates are calculated and displayed at checkout.

Q: How can I track my package?
A: As soon as your order ships, we'll email you a tracking number when tracking is available. Click the link in your shipping confirmation to follow your package's journey.

Q: Can I modify or cancel my order?
A: Contact us within 12 hours of placing your order. We'll do our best to accommodate your request, but once an order has been processed or shipped, it may no longer be possible to modify or cancel it.

Q: What is your return policy?
A: We accept returns on eligible defective and non-defective items within 10 days of delivery or purchase. Items must be returned in the same condition in which they were received, with all original packaging, tags, and accessories included.

New and slightly used items may be eligible for return as long as they meet our return requirements. Sealed products must remain factory sealed and unopened to be eligible for return. Trading cards and other collectible items must be returned in the same condition as received. Products that have been altered, damaged after purchase, or otherwise materially changed from the condition in which they were sold are not eligible for return.

Returns may be made by mail or in person at The Surprise Shop, 104 W Main St, Sullivan, MO 63080. Please contact us before returning an item so we can provide return instructions.

For returns by mail, return shipping costs are the responsibility of the customer unless the item received was incorrect, damaged, or defective due to an issue with the order. We do not charge a restocking fee.

Once an approved return has been received and inspected, we will process the refund to the original payment method within 2 business days. Your bank or payment provider may require additional time for the refund to appear in your account.

Q: Do you accept exchanges?
A: Yes. Eligible items may be exchanged within 10 days of delivery or purchase. Items must meet the same condition requirements as returns. Please contact us before mailing an item for exchange. Eligible exchanges may also be handled in person at our Sullivan, Missouri store.

Q: What if my order arrives damaged, defective, or incorrect?
A: Please contact us as soon as possible after delivery. Include your order number and photos of the item and packaging when applicable. If we made a mistake or your order arrived damaged or defective, we'll work with you to make it right.

Q: What if my package goes missing?
A: If your package appears to be lost in transit, please contact us so we can review the tracking information and work with the shipping carrier to resolve the issue. If the shipment is confirmed lost, we'll work with you on an appropriate replacement or refund.

Q: What payment methods do you accept?
A: We accept VISA, Mastercard, American Express, and PayPal for both shipping and in-store pick-up orders.

Q: When can I pick up my order in-store?
A: In-store pick-up is available during our regular business hours. We'll send a confirmation email once your order is ready for pick-up. Please wait for your confirmation before coming to the store to ensure your order is ready.

Q: Can I return an online order to the store?
A: Yes. Eligible online orders may be returned in person at The Surprise Shop within the 10-day return window. Please contact us before bringing an online order back to the store so we can confirm eligibility and provide return instructions.

Q: I have other questions—where can I get help?
A: For any additional inquiries, email thesurpriseshopllc@gmail.com or call (573) 468-6932. We're here to make your experience legendary!