Return Policy

This policy explains order changes, cancellations, returns, refunds, and our guarantees for orders from mysteryknivesbox.com, operated by Knives Mystery Box LLC (Mystery Knives). It is part of our Terms of Service: https://mysteryknivesbox.com/policies/terms-of-service

To start any request, email team@mysteryknivesbox.com with your order number. We aim to reply within 24 hours.

1. 15-MINUTE CHANGE AND CANCELLATION WINDOW

Within 15 minutes of checkout, you can:

- update or change your email address;
- update or change your shipping address; or
- cancel your order.

Once the packing and shipping process has started, an order can no longer be changed or canceled, even within the 15-minute window.

After the 15-minute window: we fulfill orders as quickly as possible. Ready-to-ship orders begin processing within minutes of purchase, so after the 15-minute window they cannot be canceled and no edits can be made.

Payment is captured when you place your order. If you cancel within the window, please allow up to 7 business days for the refund to appear, depending on your bank's processing times. Purchases made with gift cards are refunded to the original gift card within 24 hours.

2. MYSTERY BOXES ARE FINAL SALE FOR UNWANTED CONTENTS

Every mystery box and loadout contains items we select at random from the box type you chose. Because of this, we do not accept returns, exchanges, or refunds because you do not like, did not want, already own, or expected different items, brands, styles, colors, or values. Images on the Site are illustrative only and do not show the items you will receive.

This does not limit the shipping-damage guarantee, the Lifetime Guarantee, or our fixes for our own errors described below. If you have a problem with your order, contact us. We will review every request.

3. DAMAGED, MISSING, OR INCORRECT ITEMS

Please unpack your order carefully and inspect and test every item when it arrives.

- Damaged in shipping or defective on arrival: we offer a 100% guarantee on all knives that are defective or damaged during shipping. Let us know and we will provide a replacement or equal store credit.
- Missing items: if an item included in your box is missing from the package, tell us and we will, at our option, send the missing item or an item of the same box type, or give you equal store credit.
- Our error: if we sent the wrong box type or made an error with your order, we will take full responsibility for fixing your original order at no charge.

How to report: email team@mysteryknivesbox.com within 7 days of delivery with your order number, a description of the problem, and clear photos of the item(s) and the packaging. Photos are usually enough. In some cases we may ask you to return the affected item before we send a replacement or refund. If we ask you to return an item, we will pay the return shipping. Do not send anything back without contacting us first.

4. LIFETIME GUARANTEE

If your knife ever has a manufacturing defect or failure, like a broken lock, a loose pivot, or a faulty spring, contact us at team@mysteryknivesbox.com with your order number and a photo. We'll make it right with a replacement or a refund.

This covers defects and failures in normal use. It does not cover damage from misuse, accidents, modification, or normal wear such as dulling. The Lifetime Guarantee applies to items bought from mysteryknivesbox.com, and we may ask for more photos or information to confirm a claim. We choose whether to replace or refund. A replacement may be the same item or a comparable item of the same knife type if the original is no longer available.

5. CONDITIONS FOR ALL CLAIMS

- Claims are available only for products bought directly from mysteryknivesbox.com, with an order number. Items bought from anyone else are not covered.
- Except for Lifetime Guarantee claims, problems must be reported within the 7-day window in Section 3. Late claims may be declined.
- We may ask for more photos, video, or information to confirm a claim, and we may inspect any item we ask you to return. If a returned item is not defective, or shows misuse, modification, or damage after delivery, we may decline the claim.
- For health and safety reasons, we will not accept any item that has blood or other bodily fluids on it, or that is unsafe to handle or ship.
- Do not send anything back without contacting us first. Items sent without our approval may be refused or not returned.
- We may limit, suspend, or refuse claims, refunds, or future orders for accounts we believe are making excessive, abusive, or fraudulent claims.
- One remedy per problem. You cannot receive more than one replacement, reship, refund, or store credit (or a chargeback) for the same item.

6. ORDERS WE CANCEL (RESTRICTED ITEMS AND STATES)

We may cancel any order, in whole or in part, if we believe it cannot be lawfully shipped to or received at the delivery address, if a required buyer certification is missing, or if the order breaks our Terms of Service (including our 18+ age rule). If we cancel an order for a restricted-item or restricted-state reason, we will refund in full the amount you paid for the canceled items, including any shipping charges paid for them.

Full rules are in our Restricted Items & Knife Law policy:
https://mysteryknivesbox.com/pages/restricted-items-knife-law

We do not refund items that are seized, held, or destroyed by a carrier or government authority for legal reasons after shipment. You are responsible for knowing and following the laws where you live.

7. HOW REFUNDS ARE PAID

Approved refunds go back to your original payment method. Gift card purchases are refunded to the original gift card. Please allow up to 7 business days for a card refund to appear, depending on your bank. Where this policy offers store credit, store credit is issued as a store gift card.

Shipping charges, including Fast Insured charges, are not refundable except where we cancel your order, where we made an error, or where the law requires a refund. We may also cancel and refund orders affected by a pricing or other error, as described in our Terms of Service.

Rights you have under the law. Nothing in this policy limits any right you have under applicable law that cannot be waived.

8. LOST OR UNDELIVERED PACKAGES

For lost, stolen, or delayed packages, including the free reship that comes with Fast Insured, see our Shipping Policy: https://mysteryknivesbox.com/policies/shipping-policy

9. CHARGEBACKS AND PAYMENT DISPUTES

If there is a problem with your order, please contact us first at team@mysteryknivesbox.com. We can usually resolve issues faster than a bank dispute. If you file a chargeback or payment dispute, we may respond with order records, including your checkout acceptance of our Terms, any certification you gave, and tracking and delivery confirmation. We may suspend or refuse future orders from accounts with chargebacks that we believe are unjustified. If a chargeback is decided in your favor, you may not also receive a refund, replacement, or store credit from us for the same items.

10. CHANGES TO THIS POLICY

We may change this policy by posting the updated version on this page and updating the effective date. The version in effect when you placed your order applies to that order.

11. CONTACT US

Email: team@mysteryknivesbox.com