First things first
If your Lucky Scoop turned up broken, short on pieces, or hasn't shown up at all, I'm sorry. That is not the little unboxing moment I want for you, and I want to help make it right. 🎀 These are real problems, not a case of 'you just didn't like your random pull,' so please don't worry that they'll get brushed off. Here is exactly how each situation works.
If an item arrived damaged or broken
Stuff can take a knock in transit, and if a piece shows up broken I want to sort it.
- Reply to us within 2 days of delivery with a clear photo of the damaged item and your order number.
- You will not need to ship anything back.
- A human teammate reviews every damaged-item report and follows up with you directly on the fix.
If pieces are missing or the box came up short
Every scoop is meant to be 20+ handpicked items. A box that genuinely arrived far short of that, empty, or with pieces left out is a real problem, and we get a human on it.
- Send us your order number and tell us what was missing.
- We'll check exactly what shipped on your order.
- If something was genuinely left out, a teammate takes it from there and follows up with you.
One separate thing, just so it's clear: scoops are packed by value and weight rather than a fixed count, so sometimes you pull fewer but heavier, fancier pieces, and rarer tiers like Premium Pulls or Secret Editions are not in every box by design. That is normal blind-box variance, not a shortage. A box that came up genuinely short of the promised 20+ is a different thing, and that is what this section is for.
If tracking says delivered but you never got it
So frustrating, I know. 👀 Parcels sometimes get scanned 'delivered' a day early, so a quick check often turns it up.
- Look around your porch and mailbox, ask anyone at home or a neighbor, and check with your local carrier.
- If it still hasn't surfaced, tell us and we'll get a teammate to look into it with the carrier.
- Send your order number so we can pull the tracking and get a teammate on it.
If your package never arrived or is very late
Our boxes ship worldwide from an overseas fulfilment partner, so transit usually runs about 7 to 14 business days on top of hand-scooping time. Carriers, customs, and local logistics can add days that are outside our control, and tracking updates once the parcel leaves the warehouse. If you're well past that window with no movement, that is not okay.
- Send us your order number and we'll pull the latest tracking.
- We hand it to a teammate to look into it with the carrier and follow up with you on next steps.
A couple of honest notes
- Because Lucky Scoops are blind mystery boxes, we can't offer returns or refunds just because you didn't vibe with the specific random items you pulled. That one is standard for mystery products.
- That policy does not apply to genuine problems. Damage, missing pieces, a box far short of 20+ items, a lost parcel, or one that never arrived all go to a human on our team who decides the fix.
- I won't promise you a refund, a reship, or an exact delivery date on the spot, because those calls sit with my teammate, not with me. What I can promise is that we won't leave you chasing it.
Just reach out at skupsy@skupsy.com with your order number (and a photo if something's damaged) and we'll get you looked after. 💗