Mystery Box Terms

Mystery Box Terms & Returns – United States

The Nature of a Mystery Box

Our Mystery Boxes are designed to be a surprise.

Each Mystery Box contains one bear. The specific bear, design, color, style, or variation included within a Mystery Box is not disclosed before purchase.

By purchasing a Mystery Box, you acknowledge and accept that you will not know exactly which bear you will receive before purchasing and opening the Mystery Box.

This means that:

  • the bear you receive may not be to your personal taste or preference;

  • you may receive a bear that you already own;

  • you may receive the same bear as another customer;

  • if you purchase more than one Mystery Box, you may receive duplicate bears; and

  • purchasing a Mystery Box does not guarantee that you will receive any particular bear, design, color, style, or variation.

Purchasing more than one Mystery Box does not guarantee that each Mystery Box will contain a different bear.

Receiving a duplicate bear, a bear that you already own, or a bear that you would not personally have chosen does not, by itself, mean that the Mystery Box is defective, incorrectly supplied, or not as described.

Mystery Box Value Guarantee

Every Mystery Box is guaranteed to contain one bear with a regular U.S. Manufacturer's Suggested Retail Price ("MSRP") of at least twice the price paid for the Mystery Box.

For example, if a Mystery Box is purchased for $50, the regular U.S. MSRP of the bear included within that Mystery Box will be at least $100.

For purposes of this guarantee, MSRP means the regular U.S. Manufacturer's Suggested Retail Price applicable to the individual bear, rather than the discounted Mystery Box purchase price.

The MSRP used for the Mystery Box Value Guarantee relates to the retail value attributed to the individual bear and does not represent or guarantee:

  • its resale value;

  • its secondary-market value;

  • its future value;

  • its collectability;

  • its rarity; or

  • any increase in value after purchase.

The Mystery Box Value Guarantee does not mean that the bear will necessarily be available for sale elsewhere at its MSRP at the time the Mystery Box is purchased.

If you believe that the bear supplied does not meet the stated Mystery Box Value Guarantee, please contact our Customer Service team.

Final Sale – No Change-of-Mind Returns

MYSTERY BOXES ARE FINAL SALE FOR CHANGE-OF-MIND PURPOSES.

Due to the surprise nature of the Mystery Box product, we do not accept returns, refunds, or exchanges simply because you change your mind about your purchase or do not wish to keep the bear you receive.

Except where otherwise required by applicable law, a Mystery Box cannot be returned or exchanged because:

  • you do not like the bear you received;

  • the bear is not to your personal taste;

  • you would have preferred a different bear;

  • you already own the bear;

  • you receive a duplicate bear;

  • you expected or hoped to receive a particular bear;

  • you expected or hoped to receive a particular design, color, style, or variation;

  • another bear within the collection is considered more desirable;

  • you change your mind about purchasing the Mystery Box;

  • you decide that you no longer want the Mystery Box;

  • you find the same or a similar bear available elsewhere;

  • you find the bear available elsewhere at a different price; or

  • you purchase another Mystery Box and receive the same bear.

This change-of-mind policy applies whether or not you have opened the Mystery Box.

Nothing in this section limits any right or remedy that cannot legally be excluded, restricted, or waived under applicable federal, state, or local law.

Duplicate Bears and Multiple Mystery Boxes

Mystery Boxes are not guaranteed to contain unique bears.

If you purchase two or more Mystery Boxes, whether within the same order or through separate orders, it is possible that you may receive the same bear more than once.

This may be particularly likely where multiple Mystery Boxes are purchased from the same price tier, collection, release, or Mystery Box offering.

We cannot guarantee that duplicate bears will be avoided.

Receiving a duplicate bear, a bear that you already own, or a bear that you would not personally have selected does not, by itself, constitute:

  • a product defect;

  • a manufacturing fault;

  • an incorrect product;

  • a shipping error;

  • a fulfillment error; or

  • a failure to provide the Mystery Box as described.

Duplicate bears are not eligible for return, refund, or exchange solely because they are duplicates.

This does not affect any rights or remedies available to you where the goods themselves are defective, damaged, materially not as described, incorrectly supplied, or otherwise subject to a remedy required by applicable law.

Mystery Box Exchanges

Mystery Boxes are not eligible for change-of-mind exchanges.

We cannot exchange a Mystery Box for another Mystery Box simply because you do not wish to keep the bear you received.

Individual bears contained within Mystery Boxes cannot be exchanged for alternative:

  • bears;

  • designs;

  • colors;

  • styles;

  • collections; or

  • variations

because of personal preference or because you have received a duplicate.

If you choose to purchase another Mystery Box, there is no guarantee that you will receive a different bear.

Nothing in this section limits any right to replacement or another remedy required under applicable law.

Order Cancellations Before Shipment

Mystery Box orders may begin processing shortly after they are placed.

If you contact us before your order has shipped, we may make reasonable efforts to accommodate a cancellation request. However, we cannot guarantee that an order can be changed or cancelled once it has entered processing.

Where we are able to cancel an order before shipment, any refund will ordinarily be made to the original payment method.

Our ability to decline a voluntary cancellation does not affect any cancellation or refund right that applies under applicable law, including rights that may arise if we are unable to ship merchandise within an applicable promised shipping timeframe.

Damaged, Defective or Incorrect Items

Our Mystery Box final-sale and change-of-mind provisions do not limit any right or remedy that cannot legally be excluded under applicable federal, state, or local law.

If the bear supplied within your Mystery Box:

  • arrives damaged;

  • has a manufacturing defect;

  • is materially not as described;

  • is not the product that should have been supplied;

  • is missing a component that should have been included;

  • does not satisfy the stated Mystery Box Value Guarantee; or

  • otherwise gives rise to a remedy required under applicable law,

please contact our Customer Service team as soon as reasonably possible.

We may ask you to provide information reasonably necessary to investigate the issue, which may include:

  • your order number;

  • photographs of the affected bear;

  • photographs of the product packaging;

  • photographs of the shipping carton;

  • photographs showing the reported damage or defect; and

  • any other relevant information reasonably required to assess the issue.

Please retain the affected bear and relevant packaging while your claim is being investigated.

Where merchandise is confirmed to be defective, damaged, materially not as described, incorrectly supplied, or otherwise subject to a legally required remedy, we will provide the remedy required by applicable law.

Depending upon the circumstances and applicable law, the available remedy may include:

  • a replacement;

  • a refund;

  • repair, where appropriate; or

  • another applicable remedy.

The fact that a customer:

  • does not personally like the bear;

  • would have preferred another bear;

  • already owns the bear;

  • receives a duplicate bear; or

  • considers another bear to be more desirable

does not, by itself, mean that the product is defective, damaged, incorrectly supplied, or not as described.

Returns for Damaged, Defective or Incorrect Items

If you believe that you have received damaged, defective, materially misdescribed, or incorrectly supplied merchandise, please contact our Customer Service team before returning the product.

Where a return is required, we will provide appropriate return instructions.

Where we require merchandise to be returned because of a confirmed defect, shipping damage, incorrect product, or other qualifying issue, we will provide a prepaid return method or otherwise cover reasonable return shipping costs where required by applicable law or our applicable customer service policy.

Products should not be returned to an international Charlie Bears location unless our Customer Service team specifically instructs you to do so.

Refunds

Except where otherwise required by applicable law:

Mystery Boxes are not eligible for refunds because of a change of mind, personal preference, receipt of a duplicate bear, or because you already own the bear supplied.

Where a refund is approved because merchandise is:

  • defective;

  • damaged;

  • materially not as described;

  • incorrectly supplied;

  • subject to an applicable value guarantee claim; or

  • otherwise entitled to a refund under applicable law,

the refund will ordinarily be issued to the original payment method.

Processing times after we issue a refund may vary depending upon your bank, card issuer, financial institution, or payment provider.

Nothing in this policy limits any right to a refund or other remedy that cannot lawfully be excluded, restricted, or waived.

Shipping and Delivery

We will use reasonable efforts to ship Mystery Box orders within any shipping timeframe stated at the time of purchase.

Where no specific shipment timeframe is stated, orders will be processed and shipped in accordance with applicable law.

If we are unable to ship an order within the originally promised shipment period, we will provide any notice, cancellation option, consent request, or refund required under applicable law.

If an order is cancelled because we are unable to fulfill or ship it as required, we will provide the applicable refund in accordance with legal requirements.

A Mystery Box being designated as final sale for change-of-mind purposes does not remove any cancellation or refund rights that apply as a result of a failure to ship merchandise as required by law.

Lost or Missing Orders

If your Mystery Box does not arrive, please contact our Customer Service team so that we can investigate the shipment.

We may ask you to confirm your:

  • order number;

  • delivery address;

  • tracking information; and

  • any other relevant delivery information.

Where an order is confirmed as lost or otherwise not delivered and applicable law requires a refund, replacement, or other remedy, we will provide the appropriate remedy.

The final-sale nature of a Mystery Box does not prevent a customer from raising a legitimate claim relating to merchandise that was not delivered.

Important Final-Sale Notice

MYSTERY BOXES ARE FINAL SALE FOR CHANGE-OF-MIND PURPOSES.

NO CHANGE-OF-MIND RETURNS OR EXCHANGES ARE ACCEPTED.

DUPLICATE OR UNWANTED BEARS ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE SOLELY FOR THAT REASON.

The identity of the bear supplied is intentionally concealed as part of the Mystery Box experience.

By purchasing a Mystery Box, you acknowledge and accept that:

  • you will not know which specific bear you will receive before purchase;

  • you may receive a bear you would not personally have selected;

  • you may receive a bear that you already own;

  • you may receive the same bear in more than one Mystery Box;

  • purchasing more than one Mystery Box does not guarantee different bears; and

  • personal preference does not, by itself, entitle you to a refund or exchange.

These change-of-mind restrictions do not apply where a refund, replacement, or other remedy is required under applicable law because merchandise is defective, damaged, materially not as described, incorrectly supplied, not delivered, or otherwise gives rise to a legally protected right or remedy.

Disclosure of Mystery Box Return Conditions

The final-sale status of Mystery Boxes is an important condition of the Mystery Box offer.

Customers should review these terms before placing an order.

We may display a summary of these return restrictions on:

  • the Mystery Box product page;

  • order confirmation communications; and/or

  • other appropriate locations within our U.S. store.

Any summary should be read together with these complete Mystery Box Terms & Returns.

U.S. Returns Address

Where a return has been authorized, Mystery Boxes purchased from our U.S. store must be returned only to the designated U.S. returns address provided by our Customer Service team.

U.S. Returns Address:

Charlie Bears North America Inc

Gateway Center
1119 Gateway Boulevard
Boynton Beach
33426

Please do not return an order purchased through our U.S. store to one of our UK, Australian, or other international locations.

Unauthorized international returns may be refused and may result in additional shipping, customs, duty, or handling charges.

Applicable Consumer Rights

These Mystery Box Terms & Returns apply to purchases made directly through our U.S. store.

Consumer protection, warranty, refund, return, and other requirements vary between U.S. states and local jurisdictions.

Nothing in these terms is intended to waive, exclude, restrict, disclaim, or limit any consumer right, warranty, guarantee, or remedy that cannot legally be waived, excluded, restricted, disclaimed, or limited under applicable federal, state, or local law.

Where applicable law provides a consumer with rights or remedies greater than those described in this policy, the applicable legal requirement will control.

These Mystery Box Terms & Returns apply in addition to our general U.S. Terms & Conditions and Returns Policy.

To the extent permitted by applicable law, where our general voluntary change-of-mind Returns Policy conflicts with these Mystery Box-specific terms in relation to a Mystery Box, these Mystery Box-specific change-of-mind terms will apply to the Mystery Box.

Questions About Your Mystery Box

If you have any questions about a Mystery Box, these terms, or a product you have received, please contact our Customer Service team using the contact information displayed on our U.S. website.

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