FAQ's

Welcome to the My Mystery Parcel FAQ page! We’ve compiled all common questions about our Mystery Boxes, shipping, returns, payments, policies, and more. Can’t find your question? Contact us at contact@mymysteryparcel.com or call +61 493 530 342 10 AM–6 PM (Monday–Friday), (GMT+10:00) Australian Eastern Standard Time (Sydney).

1. What is a Mystery Box?

A Mystery Box is a surprise package filled with carefully curated items. Each box is designed to provide fun, excitement, and value.

• Sizes: Small (~10 items), Medium (~20 items), Large (~25 items)
• Categories: gadgets, lifestyle items, home and kitchen tools, toys, and collectibles.
• Value: Each box is curated so the total value often exceeds the box price
• Experience: Part of the joy is not knowing what you’ll receive, making every unboxing unique.

2. Can I choose the items in a Mystery Box?

No. The contents are randomly curated to maximise surprise and enjoyment.

• Customers looking for specific items may combine multiple boxes to increase variety.
• Each box is carefully balanced to ensure fun and quality.

3. Are all items new and safe?

Yes.

• All items are brand new, unused, and sourced from trusted suppliers.
• Products meet Australian safety standards.
• Age-appropriate items only; allergen information is provided where necessary.

4. How do I place an order?

1. Visit mymysteryparcel.com
2. Select your Mystery Box size
3. Add to cart and proceed to checkout
4. Choose a payment method (Shop Pay, Google Pay, Apple Pay, Visa, Mastercard, Amex, UnionPay, JCB)
5. Enter shipping details and confirm your order
6. Receive a confirmation email with your order summary

5. What payment methods do you accept?

We accept:

• Shop Pay
• Google Pay
• Apple Pay
• Visa, Mastercard, American Express
• UnionPay, JCB

All payments are processed securely through PCI-compliant gateways.

6. How can I track my order?

• After shipping, you will receive a tracking number via email within 24–48 hours.
• We use Australia Post & StarTrack for delivery.
• Delivery: 2–8 business days (Monday–Friday) within Australia.
• Customers must provide accurate addresses; incorrect information may delay delivery.

7. Can I cancel my order?

• Orders can be cancelled within 12 hours of placement.
• After processing/shipping, cancellation is not possible.
• Contact support via email or phone immediately to request a cancellation.

8. What is your return and refund policy?

• Returns and refunds are only accepted for damaged, defective, missing, or incorrect items.
• Change-of-mind returns are not accepted.
• Report issues within 48 hours of delivery.
• Refunds are processed within 10 business days (Monday–Friday) after receipt of approved returns.
• All returns must have an RMA number.

9. How do I initiate a return?

1. Contact: contact@mymysteryparcel.com within 48 hours of delivery.
2. Provide photos or videos of the damaged or incorrect items.
3. Approved returns will receive an RMA (Return Merchandise Authorisation) number.
4. Pack securely, attach the RMA, and send it to:

My Mystery Parcel

12 Weigand Avenue, Bankstown, New South Wales, 2200, Australia.

10. What if my order is lost, delayed, or damaged?

• Lost or delayed packages: Contact support immediately; we will investigate with the carrier.
• Damaged items: Report within 48 hours with photos/videos.
• All investigations are handled professionally to ensure resolution.

11. Do you ship internationally?

Currently, we only ship within Australia. We may expand internationally in the future.

12. How long does it take to process my order?

• Processing time: 1–2 business days (Monday–Friday).
• Tracking information is provided within 24–48 hours of shipping

13. Is my personal and payment information safe?

Yes.

• We comply with the Privacy Act 1988 and the Australian Privacy Principles (APPs 1–13).
• Payment processed via PCI-compliant gateways
• Data is used only for order fulfillment, support, and marketing (with consent)
• Personal information is never sold or shared externally

14. Can I give a Mystery Box as a gift?

Absolutely.

• Enter the recipient’s shipping address at checkout.
• Include a personal message if desired.

15. Do Mystery Boxes contain allergens or age-restricted items?

• All products are age-appropriate and safe.
• Allergens or restrictions are clearly labelled.
• Customers with specific concerns should contact support before ordering.

16. How often are new Mystery Boxes released?

• New themed boxes and seasonal editions are released regularly.
• Follow us on social media or subscribe to the newsletter for early announcements and promotions.

17. Can I track my delivery confirmation?

• Every shipped order includes email confirmation and a tracking number.
• Customers can monitor their package via the carrier’s tracking portal.

18. Why should I choose My Mystery Parcel?

• Fun & Surprise: Each box is a new adventure.
• Value & Quality: Items often exceed the box price.
• Trusted & Secure: Compliant with ACL, the Privacy Act 1988, and Australian safety standards.
• Customer Support: Friendly, professional, and responsive.
• Sustainable & Responsible: Eco-friendly packaging and ethical sourcing.

19. How do I contact customer support?

• Email: contact@mymysteryparcel.com 
• Phone: +61 493 530 342
• Live chat: Live chat available on our website
• Business Hours: (10 AM–6 PM) (Monday–Friday), (GMT+10:00) Australian Eastern Standard Time (Sydney)
• Response time: within 24–48 business hours

20. Do you offer discounts or promotions?

• Yes! Subscribe to our newsletter or follow us on social media for exclusive promotions, giveaways, and early access to new boxes.

21. Our Promise

• Every box is curated with care, safety, and value.
• Fully compliant with Australian consumer laws and rights.
• We ensure a relaxing, exciting, and trustworthy shopping experience.
• Customer satisfaction is our highest priority.

22. How do you ensure product quality?

• All suppliers are carefully vetted.
• Items go through quality and safety checks before inclusion.
• Customer feedback is used to improve future boxes.

23. Are your Mystery Boxes environmentally friendly?

• Yes. We use recyclable and eco-friendly packaging.
• Our supply chain is committed to sustainable and ethical sourcing.
• In our logistics and warehouse operations, we implement waste reduction strategies.

24. Do you offer corporate or bulk Mystery Boxes?

• Yes! Ideal for corporate gifts, team rewards, or events.
• Contact us at contact@mymysteryparcel.com to discuss customised bulk orders.