FREQUENTLY ASKED QUESTIONS
I have a question about my order, or need to change an order.
Email firstname.lastname@example.org with the order number and the changes needed. If it is something we can do and the order is not yet processed or shipped, we will accommodate as best we can!
I entered the wrong address, what do I do?
If you just ordered, just write us an email ASAP to email@example.com and let us know your order number and the new, full name and updated address. If your order has already been shipped to the wrong address due to an input error on your end, we recommend calling USPS and trying to solve it with them. We are not responsible for your inputting address errors, so please double check your orders! If it gets sent back to us, we charge a re-shipping fee of $7.
Are you shipping boxes right now given COVID-19? Will my order be delayed if I order today?
The WHO has said it is safe to ship/receive packages at this time and we are working with minimal staff and limited fulfillment hours for everyone’s safety based on recommendations from the CDC. At this point we are still open for business and offering various USPS shipping options but please note further delays may occur given USPS is operating with a skeleton staff.
I ordered a few days ago and my USPS tracking number has not been updated and still says it's in PRE-SHIPMENT. Where is my order?
We have been informed in some cases due to less staff in our town's USPS office, USPS is delayed in scanning all shipment labels but is still shipping them, making some packages appear that they did not yet ship when they indeed have. Please check back regularly with your tracking information, and if your recipient does not receive their gift within 10 business days after the 24 hour processing period, please email firstname.lastname@example.org (note: business days are Mon-Fri; excluding bank holidays). We appreciate your patience and understanding.
[last updated 5/18]
How do you ship?
We mainly use USPS to ship our packages. To track your order, enter your tracking # here. You will get an order # and tracking info upon completion of your order. *please see above notice regarding COVID-19 impacts to shipping*
How long does shipping take?
We have a few shipping options to help you get as close as possible to your desired delivery date, see below! *please see above notice regarding COVID-19 impacts to shipping*
Note: We ship from the east coast, so east coasters will receive more towards the minimum times noted below, west coasters more on the maximum time noted below. HI and AK take longer than below. Reach out with questions.
SHIPPING GUIDE* (Domestic U.S.)
- FREE No Rush First Class USPS Shipping, delivered in ~1-3 weeks
- $6 USPS First Class Shipping (<1 lb), delivered in up to 7 business** days
- $8 USPS Priority Shipping (>1 lb), delivered in up to 7 business** days
- $14 Rush Shipping (Highest Priority) delivered in 2-5 business** days
*Additional delays may occur due to COVID as USPS is operating w/ minimal staff.
**Business days are Mon-Fri; excluding bank holidays. INTERNATIONAL SHIPPING
Do you do international shipping?
Yes but it does not fall under Free Priority shipping. You must be aware of the laws and tariffs within each country you are shipping to. We recommend you track your order and provide all information to the recipient as they may need to pick up the package and pay tariffs on the goods (again, deemed by each country and unable to be paid for in advance from the USA)
Each international order should only include one box. If two boxes are purchased, customer will be invoiced for shipping of additional boxes. We recommend purchasing tracking and insurance upon checkout and sending tracking info to recipients once you have it. Note International shipping will take LONGER than our Shipping is non-refundable.
How long does it take to ship internationally?
For international shipping, you pick the level of insurance and speed of delivery. We highly recommend purchasing insurance with your shipping as this will allow you to received a refund for any boxes that get caught in customs/never make it to their recipient
My international tracking info doesn't work. Help!
- Please contact USPS. This is why we recommend purchasing tracking and insurance when you check out. Each country is different and their shipping carriers sometimes do not correlate with USPS. It's best to know and understand this prior to ordering.
- Each country handles mail differently. Please take note of the tracking number and ensure your recipient has all information as some countries require the payment of additional tariffs prior to delivery. Unfortunately, this is something that cannot be taken care of from the US, so make sure you are aware of the regulations with shipping to your intended country! Thanks so much and have a great day.
Why is there a processing fee for hand-packing/handwriting the card?Building your custom order takes time and we believe in paying our teams fairly. We spend time on it to make sure it's perfect. This fee is non-refundable, in any situation.
But my card was blank, do I still pay the fee?
Yes, this is a fee for your card and to ensure each box is also packed and prepared to ship perfectly. This fee is non-refundable, in any situation.
Something is missing from my box. What do I do?
Real humans pack our boxes and write out cards--sometimes mistakes are made! Email us at email@example.com and we'll do everything we can to make it right. Note: provide your order # and ideally images when you email to speed things along
My box was lost or stolen. What do I do?
We will work with you to get another box out ASAP**
**Additional fees apply when the box is returned to sender. To send the box back out, we charge for a new shipping label, and potentially a new box, if there is damage to it.
Do you put receipts in the packages?
Never! Since almost all of our orders are surprises, we do not include receipts or invoices in with our shipped packages. You will get an email with your order information and receipt.
There is a problem with my order.
Please contact firstname.lastname@example.org with the issue.
My tracking info says "delivered" but my box wasn't, what do I do?
• First step, is to call the recipient. Make sure it wasn't left on her step or isn't with her doorman, the store under her apartment, etc.
• Next, call USPS, UPS or whatever service your confirmation email notes. Get all the info you can from them based on what happened.
• Shoot us an email with your order number to email@example.com. We will work on our end to figure out what went wrong, but USPS is who makes the magic happen. Have your tracking number available and call them ASAP. We never want to disappoint our customers, and we'll work super hard to make this right, as best we can, but once the box leaves our warehouse, we rely on USPS to ship it safely to their door!
If your order was returned to us, you'll be refunded for all the items you purchased once we receive the box.
Do you do same day delivery?
We don't have our own delivery service, which means we can't do all that jazzy same-day delivery stuff at this time.
Will you spellcheck/edit my messages?
No. Because inside jokes exist, we write in each word EXACTLY as you typed it in-- so please double check your cards prior to checkout!
Will you sign my name?
If you write it in your message we will! We only write what YOU TYPE in the message box in the box-builder. If you left your name off, we will NOT include it.
Can I customize a box?
Yes, visit our Happy Box Builder!
What are the details/ingredients for your individual gift items?
Please visit our Product Details page.
What's your refund policy?
All sales are final. But if you have feedback or issues, please let us know by emailing us at firstname.lastname@example.org
I need a suggestion for a Birthday gift.
Build a custom care package using our Happy Box Builder and include some best-selling items like our Funfetti White Chocolate, Birthday Cake Popcorn, and Happy Birthday Candle!
Can I collaborate with Happy Box Store?
We're open to it! Give us a shout: email@example.com