FAQ

Have questions? Check the FAQ to see if it's already been asked. If not, reach out to us via our contact form and we'll get back to you as soon as we can!

IMPORTANT NOTE, MAKE SURE TO READ THIS
There is a very large amount of orders pending to go out. I am working on them as quick as I can but current fulfillment will take up to four weeks to ship out. Most orders will go out much faster than that. However, I also have to travel for conventions and can’t ship out anything during those times either. 

When will Journal 3: Special Edition be back in stock?
-Unfortunately, the answer is likely never. The book was limited to 10,000 copies (initially 1,000!) and it's turned into quite a collectible. Disney Books would be the one to contact regarding making more but they have shown no interest in doing anymore. The only way to get one now is the aftermarket at an above MSRP.

What about other out of stock items?
-We try to continuously stock products that run out as much as we can. However, if a manufacturer discontinues an item, or is vaulted, we can no longer get anymore in. For items we make as exclusives, some require a very high investment and quantity so these are forced to be a limited run.
-There is a Discontinued section of the site with things that will definitely not be coming back. Be sure to check it first if something is available. Just because something is not there, doesn’t mean it’s discontinued as the main things there are discontinued items still with available stock.
-Robbie's Hoodie is being worked on with the manufacturer but they have no interest in making anymore at this time. Enough of you have asked that I've had to put a note here now about it.

When will I receive my package?
-Update: 5/29/2022. Currently, do to an overwhelming amount of orders, some packages are taking upwards of four weeks to ship out. This is so important I have it listed in the FAQ twice! I am packing and taking orders every day as quickly as I can. I appreciate your patience while I work to get caught up.
-Packages are normally processed and sent out within 3-5 days of ordering if everything is in stock. Items are typically shipped on Monday, Wednesday, and Friday. During holiday seasons or busy times like new product releases where there's a lot of orders, packages are shipped daily. Packages will be delayed when I have to travel for conventions. 
-Please note: At checkout, you may see times that say 2 days or 3-7 days for your shipping options. These are estimated travel times to arrive to your door once in the hands of the local post office and do not factor in processing or business days. If you need your package by a specific date, please send a message about your order and we'll see how we can best accommodate you.
-We cannot guarantee a specific delivery date as you never know what will happen to a package once it's shipped.

Do you ship worldwide?
-Yes! We ship to anywhere. Based in the east United States, we ship via USPS or UPS to many different countries. Note, due to COVID-19, delivery to some countries is temporarily suspended or heavily delayed. Check USPS or UPS if you're not sure you can still receive shipments or reach out to us for further clarification.
-Currently, it is also highly recommended to choose USPS Priority or UPS Expedited for international postage. Both options are more expensive than than USPS First Class if available but have much shorter delivery times and more prioritized tracking details.
-Please be aware of any restrictions of items that are not allowed to be imported into your country. If your package is rejected because you bought something that cannot be imported, you will not be refunded shipping costs. If you are unsure, you can contact us first and we will try to confirm it alongside you as best as possible.
-If your package is sent to the address as entered on your order and ends up lost or abandoned due to missing information, your order will not be refunded. It is your responsibility to double check you enter proper information, including a phone number you can be reached at, when you check out.

Specific Country Notices
-Mexico/Latin America/South America/Africa: Due to packages continuing to be indefinitely delayed and lost, orders to these countries will only be able to ship UPS. If you want to risk USPS shipping, you can message for that option but there will be no reimbursement for any lost or damaged packages.
-IRELAND: Because of AnPost rejecting a large number of USPS packages without detailed remedies to fix the issue, I will only ship UPS at this time
-DENMARK: Similar reason to Ireland, lots of USPS packages being returned without reasons as to why. UPS only for now.

Why is international shipping so expensive?
-Prices are calculated by postal carriers by weight. Heavier items, like books, will be more to ship. Sometimes our automated calculations may be off as we err on the side of caution. If your package is in a cheaper tier to ship, we will refund the difference. If you want to double check a shipping price for an item, contact us!
-Please note, your country may charge an import or duty fee independent of any shipping charges you've already paid for your order before it can be delivered. You are responsible for paying this fee to receive your package.
-If a package is dimensionally large (i.e cheeseburger backpack, deluxe Bill plush, etc), it may require extra shipping costs than was calculated at checkout. If this occurs, you will be contacted by email before your package ships to discuss your available options.

What is your return policy?
-If you aren't satisfied with your item, you can send it back for a full refund of the item's purchase price as long as it's in the same condition. Note that opened mystery boxes, blind bags, or trading cards cannot be returned for the original purchase price if opened. 
-The initial shipping and return shipping costs are not refunded unless there is an error on our part. This would include the incorrect item being sent or an item being damaged during transit. Please contact us first if you have questions regarding your order or item so we can attempt to resolve your issue.
-If you are outside the US and your package is returned because it is left unclaimed, the shipping costs are not refunded. A tracking number is provided when your order ships so you can stay aware of its status in transit.
-If you are inside the US and your package is returned because you did not provide the right address or it was incomplete (wrong number, missing apartment, etc), the shipping costs are not refunded.

Where do I send my return to?
-You can mail your items back to the following address. If you did not want the package and it is not open, you can write "RETURN TO SENDER" on the package and hand it over to your postal carrier. Otherwise, you may need to pay return shipping if not otherwise covered by our return policy. Please notify us of the return so we can expect the package.

TheMysteryShack
PO Box 1401
Harrisburg, NC 28075 

How long will it take to receive my refund?
-Typically, refunds are sent within 7-10 business days of your item being received and processed. If you have returned a shipment and it’s been longer than that, please reach out with your order number and return tracking information.

What if I have more questions?
-You can reach out to us using the contact form