FAQs
Looking for a little clarity before your next surprise? Find answers to common questions about shopping at Surprise Parade, including orders, payment options, shipping, tracking, returns, and exchanges.
Can’t find what you need? Visit our Contact Us page or email info@surpriseparade.com.
Contact
Email us at info@surpriseparade.com or use our Contact Us form. If your question concerns an order, include your order number so we can help you more efficiently.
For order-related questions, include your order number, the email address used at checkout, and a brief description of your request.
If your item arrived damaged, faulty, or incorrect, attach clear photos or a short video showing the issue, along with photos of the packaging. Never send your password or full payment card details.
Orders
Contact us as soon as possible at info@surpriseparade.com with your order number and the changes you’d like to make. We’ll check whether your order can still be updated, but changes aren’t guaranteed.
Once your order has shipped, we can no longer modify it.
Email info@surpriseparade.com as soon as possible with your order number. Cancellation is only possible before your order ships.
If your order has already shipped, you can request a return after delivery in accordance with our Return Policy. This does not affect any applicable statutory right of withdrawal.
Check your spam, junk, and promotions folders, and make sure you’re checking the email address used at checkout.
If you still can’t find it, contact info@surpriseparade.com with your full name, checkout email address, and approximate order date so we can check whether your order was received and resend the confirmation if needed.
Email info@surpriseparade.com immediately with your order number and the complete, correct delivery address. We’ll check whether it can still be updated, but address changes cannot be guaranteed.
If your order has already shipped, we can no longer change the address. Contact us so we can help you check the available options with the carrier.
Payments
Enter your code in the “Discount code or gift card” field at checkout and select Apply. On mobile, you may need to expand the order summary to see this field.
Check that the discount appears in your total before completing payment. Codes are subject to their offer conditions, such as expiry dates, minimum order values, and eligible products.
We accept Visa, Mastercard, American Express, Discover, Diners Club, and JCB, as well as PayPal, Apple Pay, and Google Pay. Available options are shown at checkout and may depend on your device and location.
All prices and payments are in US dollars (USD). If your account uses another currency, your bank or payment provider may apply exchange rates and conversion fees.
Payments are securely handled by our payment providers. Surprise Parade does not receive or store your full card details.
All prices and payments at Surprise Parade are in US dollars (USD). You can pay using a supported card or payment account in another currency, but your bank or payment provider will handle the conversion and may apply its own exchange rate and fees.
A payment may be declined because of incorrect card details, insufficient funds, an unsuccessful security check, or restrictions set by your bank.
Check your payment details and billing address, complete any verification requested, or try another payment method. If the issue continues, contact your bank or payment provider for the specific reason.
If you’re unsure whether an order was placed, email info@surpriseparade.com before trying again to help avoid duplicate orders.
Shipping & Delivery
Yes, we ship to selected international destinations. Enter your delivery address at checkout to see whether shipping is available and view the applicable rates.
Delivery estimates vary by destination. See our Shipping Policy for details.
Once your order ships, we’ll email you a tracking number. Visit our Track Your Order page to check the latest shipping updates.
If you can’t find the email, check your spam or promotions folder, or contact info@surpriseparade.com with your order number. Tracking updates may take a little time to appear after dispatch.
Tracking updates depend on the carrier scanning your parcel. The first update may take time to appear after dispatch, and further updates can pause while your package travels between facilities or countries.
Check our Track Your Order page again in 1–2 days. A pause in tracking does not necessarily mean your parcel has stopped moving.
If the estimated delivery timeframe in our Shipping Policy has passed and tracking remains unchanged, email info@surpriseparade.com with your order number so we can investigate.
Most orders arrive within 6–8 days after shipment, while delivery to some international destinations may take 6–16 days. Please allow an additional 1–2 days for order processing.
These timeframes are estimates, not guarantees, and may be affected by carrier or customs delays. Once your order ships, we’ll email you a tracking number so you can follow its progress. See our Shipping Policy for details.
Standard shipping typically costs $5.99–$7.99, depending on your country. Rates for some destinations may be higher. The exact cost is displayed at checkout before you pay.
We offer free standard shipping on orders of $99 or more. See our Shipping Policy for full details.
We use different shipping partners depending on your destination and the warehouse fulfilling your order. Your parcel may be handed over to a local postal service or courier for final delivery.
Once your order ships, use our Track Your Order page to follow its progress and view carrier details as they become available.
Check around your delivery address, including safe places, your mailbox, reception desk, or mailroom. Ask household members or neighbors whether they accepted the parcel.
If it’s still missing, contact the delivery carrier to request proof of delivery and open a missing-parcel investigation with them. The carrier can check where the package was left and review its delivery records.
Also email info@surpriseparade.com with your order number, tracking number, and any carrier claim reference. We’ll help follow up and provide any sender information needed for the investigation.
Returns
You can request a return within 30 days of delivery under our voluntary return policy. Items must be unused, undamaged, in their original packaging, and complete with any accessories, tags, and labels.
Email info@surpriseparade.com with your order number and the item you wish to return. We’ll provide the correct return address and instructions before you send it back.
Return shipping for change-of-mind returns is your responsibility. See our Return Policy for full conditions. Your applicable statutory rights remain unaffected.
Contact us within 30 days of delivery at info@surpriseparade.com with your order number and the color, size, or item you’d prefer. Exchanges are subject to availability.
Items must be unused, undamaged, and in their original packaging, with all accessories, tags, and labels included.
For change-of-mind exchanges, you are responsible for arranging and paying for return shipping. We’ll confirm availability, any price difference or additional shipping costs, and return instructions before you send anything back.
If we sent a faulty or incorrect item, these customer-paid return costs do not apply. See our Return Policy for full details.
Email info@surpriseparade.com as soon as possible, within 48 hours of delivery. Include your order number and clear photos or a short video showing the damage and packaging.
Once we confirm the issue, we’ll arrange a replacement at no additional cost. You won’t need to return an item confirmed as damaged on arrival, but please keep it and its packaging until we finish reviewing your request.
After we receive and inspect your return, we’ll notify you by email whether your refund has been approved. Approved refunds are issued to the original payment method, and we’ll send you a confirmation.
Your bank or payment provider may need additional time to display the funds in your account. See our Return Policy for full details.
Others
Visit our Contact Us page or email info@surpriseparade.com. Our team will be happy to help.