Refund policy

ALL SALES ARE FINAL

NinaBoxIt does not accept returns, does not accept exchanges, and does not issue refunds, partial refunds, store credit, replacements, or compensation of any kind, under any circumstances, except where a non-waivable law requires otherwise.

One exception: you may cancel or change your order within 4 hours of placing it, by email to hello@ninaboxit.com. See Section 6. After that window closes, the order is final.

This policy is incorporated into our Terms of Service and forms part of your purchase contract. Placing an order means you have read, understood, and accepted it.

1. What you are buying

Every mystery box we sell contains sealed packages that could not be delivered or returned to their original recipient. We acquire these in bulk, we do not open them, and we do not know what is inside them. You are buying the chance, not a defined set of goods.

All goods are sold AS IS, WHERE IS, AND WITH ALL FAULTS. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, title, non-infringement, authenticity, and quiet enjoyment.

We make no representation and give no guarantee as to the identity, brand, authenticity, quantity, category, condition, retail value, resale value, functionality, completeness, expiration date, size, color, usefulness, legality for resale, or desirability of any item in any box.

Items may be used, opened, previously worn, damaged, soiled, incomplete, expired, missing parts, non-functional, counterfeit, recalled, worth far less than you paid, or of no value at all. None of this is a defect, an error, a shortage, or a breach of this agreement. It is the product you chose to buy.

2. Stated odds and expected value

We publish no odds, no guaranteed minimum retail value, no guaranteed item count beyond the stated package count, and no "worth at least $X" claim, anywhere, ever. Any figure you see in a video, a comment, a review, a third-party post, or a screenshot is not ours and creates no obligation. Package counts shown on product pages are approximate and may vary by one or two packages either way.

Product photography is illustrative and staged. It never depicts the actual contents of the box you will receive.

3. No refunds

The following are expressly not grounds for a refund, replacement, discount, credit, or any other remedy:

• Dissatisfaction with contents, value, brand mix, item condition, or category of goods.

• A box being worth less than you paid, or less than you expected.

• A box weighing less than you expected or containing fewer, smaller, or lighter items than you hoped.

• Resale outcome, inability to resell, or platform removal of items you tried to resell.

• A change of mind, a duplicate order, a mistaken order, or buyer's remorse raised after the 4-hour cancellation window in Section 6 has closed.

• Financial hardship arising after purchase.

• Anything a third party said about our boxes.

We do not issue price adjustments, retroactive discounts, after-the-fact coupon application, sale-price matching, or partial credits once an order is placed.

4. No exchanges

• No exchanges between box sizes, box types, price points, or drop dates.

• No swaps for items you already own, do not want, or cannot use.

• No exchanges for condition, brand, size, color, expiration, or functionality.

• No store credit, gift card, voucher, or coupon in place of an exchange.

• No exchange on gifted, giveaway, promotional, discounted, or bundled boxes.

• No exchange once a box has been opened, unsealed, filmed, cut, or repacked.

If you selected the wrong box, the order stands as placed. Review your cart before checkout.

5. No returns accepted

We do not accept returned merchandise. Packages shipped back to us without written authorization are refused, discarded, or donated at our discretion after 14 days. We do not store, hold, or forward them, and no refund is issued. You remain responsible for any return postage you incur.

6. Cancellations and changes: 4-hour window

You have four (4) hours from the timestamp on your order confirmation email to request a cancellation or a change. After four hours, the order is locked and final.

To use the window, email hello@ninaboxit.com with the subject line "CANCEL [order number]" or "CHANGE [order number]". The clock runs on the time your request lands in our inbox, as recorded by our mail system, not on the time you sent it, believe you sent it, or attempted to reach us by any other method.

This window is only available by email to hello@ninaboxit.com. Requests sent through TikTok comments, direct messages on any platform, live-stream chat, text message, social media, or any channel other than that email address are not valid, are not monitored for this purpose, and do not stop the clock.

What the window allows

• Full cancellation and refund of the amount paid, to the original payment method.

• A correction to the shipping address, provided the corrected address is a physical street address in the lower 48 states.

• A change to the Big Toy Box age range or gender preference.

• A switch to a different box size or type, provided you pay any price difference. We do not refund a price difference on a downgrade; any downgrade is processed as a cancellation and a new order at your option.

What the window does not allow

• A change after the four hours have passed, for any reason, including an email that arrives late, goes to spam, bounces, or is sent to the wrong address.

• A change after the order has shipped, even if that happens inside the four hours. Once a shipping label is created or the order has been packed, the window closes immediately regardless of how much time remains. Live-stream orders are often packed the same day.

• Any change to a box that has already been packed, sealed, or filmed.

• A partial cancellation of a multi-box order where some boxes have already been packed.

• Repeated changes. One change request per order.

Confirmation. A cancellation or change is effective only when we reply in writing confirming it. An unanswered email is not a cancellation. If you do not receive a written confirmation from us, assume the order stands and follow up at the same address.

After four hours. Once the window closes, the order cannot be canceled, modified, combined, split, upgraded, downgraded, or redirected for any reason. This includes orders placed by mistake, duplicate orders, wrong-box orders, orders with an incorrect address, and orders placed during or immediately after a live stream. The 4-hour window is the complete and only opportunity to correct any of these.

Refund timing. Approved cancellations are refunded to the original payment method within 5 to 10 business days. The timing of the funds appearing in your account is controlled by your bank or card issuer, not by us.

Abuse. We may refuse the window, and may block a buyer entirely, where we see a pattern of order-and-cancel behavior, cancellations used to probe contents or timing, or cancellations placed after a live reveal.

If we cancel an order at our own discretion, our entire liability is a refund of the amount you paid for that order.

7. Age restriction

Mystery mail boxes are sold to buyers 18 and older. Contents are unscreened and may be unsuitable for minors. Purchasing a mystery mail box for, with, or on behalf of a minor is entirely at your own discretion and is never grounds for a refund.

8. Big Toy Box

The Big Toy Box contains new toys selected for the age range and gender preference you provide at checkout. Specific titles, brands, licenses, characters, themes, and retail values are never guaranteed and are substituted freely at our discretion. Supplying an incorrect age or preference at checkout does not make the box returnable. The Big Toy Box is final sale on the same terms as every other box.

9. Damaged carton documentation

This is a documentation courtesy, not a refund path, and it is the only accommodation we offer.

If the outer carton arrives visibly crushed, torn open, or water damaged:

1. Do not discard the carton or any packing material.

2. Within 24 hours of the carrier's delivery scan, email hello@ninaboxit.com with your order number and clear, unedited photographs / video  of the outer carton on all six sides, the shipping label, and the contents as they sit inside the unmoved box.

3. We will supply the shipment documentation you need to file a claim with the carrier.

The claim is yours to file and the carrier alone decides it. We do not advance refunds or replacements while a claim is pending, we are not bound by the carrier's decision, and a denied carrier claim does not create an obligation on us. Requests submitted after 48 hours, without the required photographs, or after the carton was emptied, moved, or discarded cannot be supported. Internal item damage is not covered, because items are sold as is and may already have been damaged before we received them.

10. Before disputing a charge

You must email hello@ninaboxit.com and allow five (5) business days for a response before initiating any dispute, chargeback, or claim with your bank, card issuer, or payment provider. Failing to do so is a breach of our Terms of Service. The full chargeback terms, including our right to recover costs, are in Section 9 of the Terms of Service.

11. Sever ability of consumer rights

Nothing in this policy limits, waives, or excludes any right or remedy you have under applicable law that cannot lawfully be limited, waived, or excluded. If any provision of this policy is found unenforceable, it is severed and the remainder stays in full force.

Questions: hello@ninaboxit.com