Order Issues

  • I got duplicate merch

    Sometimes this  happens. If you get duplicate merchandise in your box, please send us a picture of the merch you got (the original and the duplicate) and we will work with you on how you would like to proceed

  • My order is delayed

    If your order is delayed, please reach out. Sometimes it takes the mail services 24-48 business hours to update tracking. If you have a tracking number, please reach out to your local mail. If your box is sitting in "waiting for USPS to pick up package" we will re-send your box with your next bo...

  • My order is lost in the mail

    If you have a tracking number and it has not updated, let us know and we will contact our rep at the respective delivery company and most likely find the order. We have a 9/10 success rate finding the package. If we cannot find the package, we will credit your next box 100% free even if that mea...

  • Product delays on our end

    Product delays can happen from time to time from our product partners to us. This can be due to weather, moving, shipping partner delays and more. This will cause delays and it is something out of our control. Sometimes this happens because a bigger retailer can buy up our order and we would nev...

  • Refunds

    Currently, we can only offer refunds on damaged product. We cannot offer refunds on our mystery boxes as it is a mystery. We can however offer store credit! If you really just are not a fan of the box you received, you can send it back to us and we will send you a new one!

  • *USPS UPDATE 9/27/23*

    We have found out that there has been a disconnect between USPS and the building I ship out of. Packages are being picked up but not scanned. This has happened to more than just The Mouse Merch Box in the building my office is in. We are actively looking for your package. If your package cannot b...

  • When will my order ship?

    All subscription boxes and one-time boxes ship on the 15th of every month (if the 15th is over a weekend or holiday, it will be the next business day after). If you order goes through anytime on or before the 15th at 12PM EST, it will ship on the 15th. EXAMPLE: You place your order on August 28t...