Checkout and payment help
Hi, it's Emma 💖 if something felt off at checkout, this covers the stuff I get asked about most.
I was charged but never got a confirmation email or order number
This one is real and I never brush it off. If your card was charged but you're not seeing an order or a confirmation on your end, something went wrong between the payment and the order, and I won't guess at exactly what. Here's what to do: email me at skupsy@skupsy.com with the transaction or authorization ID, the exact amount and date, the last 4 digits of the card, and the email you used at checkout (I need that as a search key since I'm not seeing an order on my end to pull up). Please don't send your full card number or a full bank statement, just those details. I hand these straight to my human teammate, who tracks down the payment and makes it right, whether that means shipping your scoop or sorting a refund. A real person follows up, you won't get left on read.
The express checkout had no notes box (I wanted colors or a theme)
Every scoop is a blind mystery, packed by value and weight, so I can't customize what's inside or take specific color or theme requests. The one choice that's yours is the scoop type (Kawaii, Sparkle, Bookish, or Zodiac). What you always get: 20+ handpicked items from that themed pool, with a retail value above what you paid ✨
There was no field for my social handle (Packing Video add-on)
No handle needed. Your packing video is filmed of your own scoop and emailed straight to your inbox when it's ready, so nothing gets lost just because there was no field at checkout.
I need to cancel or change my payment method
I can't swap the payment method on an order that's already placed. If it hasn't shipped yet, I can cancel it for you (you'll get a cancellation confirmation from Shopify) so you can re-order with the right card. If it's already on its way, I can't cancel it, so I'll loop in my teammate to find the best option.
Is my item actually in stock?
My scoops ship from my overseas fulfillment warehouse, and once in a while a piece is out of stock there, which can slow an order down. I'll always tell you honestly if that's what's happening instead of pretending it already shipped. Message me your order number and I'll check exactly where things stand.