Refund policy
At Boxivo.store, we want every order to bring joy, excitement, and a little surprise to your day. Our store offers cute collectibles, blind boxes, plush toys, mini figures, keychains, desk ornaments, and giftable items designed to make everyday moments more playful.
We understand that sometimes an order may not be exactly what you expected, or an issue may happen during shipping. This Return and Refund Policy explains how returns, exchanges, replacements, and refunds are handled at Boxivo.store.
By placing an order on our website, you agree to the terms described in this policy.
Contact Information
For all return, refund, exchange, or order-related questions, please contact us:
Store Name: Boxivo.store
Website: Boxivo.store
Email: support@Boxivo.store
Phone: (800) 983-8472
Business Address: 475 PE-150, Alberton, PE, Canada
Please contact us before sending any item back. Returns sent without prior approval may not be accepted.
Return Window
We accept eligible return requests within 30 days from the date your order is delivered.
To be eligible for a return, the item must be:
Unused
Undamaged
In its original condition
In its original packaging
Complete with all included accessories, tags, parts, cards, or packaging materials when applicable
If more than 30 days have passed since delivery, we may not be able to offer a return, exchange, replacement, or refund.
Eligible Return Items
Items may be eligible for return if:
You received the wrong item
The product arrived damaged
The product arrived defective
The item is unused and in its original packaging
The item does not match the product description in a significant way
The order issue is reported within the allowed return window
Each return request is reviewed by our support team. Approval is not automatic and depends on the condition of the item, the reason for return, and whether the request meets our policy requirements.
Non-Returnable Items
Because many products sold by Boxivo.store are collectible, mystery-style, decorative, or limited-series items, some items may not be eligible for return.
The following items may not be accepted for return:
Opened blind box items
Opened mystery boxes
Used plush toys
Used keychains or bag charms
Items damaged by customer handling
Items missing original packaging
Items missing parts or accessories
Items returned without approval
Items returned after the 30-day return window
Items purchased during final sale or clearance promotions, if marked as final sale
Products with normal minor packaging wear caused by shipping
Items where the outer box is slightly dented but the product itself is not damaged
For hygiene, quality, and collectibility reasons, opened blind box products may not be returnable simply because the customer does not like the random style received.
Blind Box and Mystery Box Policy
Some products on Boxivo.store are sold as blind boxes, mystery boxes, surprise boxes, or random-style collectible items.
This means that the exact character, design, color, variation, or style may be randomly selected. By purchasing a blind box or mystery-style item, you understand and accept that the item you receive may not be a specific style unless the product page clearly states otherwise.
We do not accept returns or refunds for blind box items simply because:
You did not receive your preferred style
You received a duplicate
You received a common version instead of a hidden or rare version
You changed your mind after opening the box
The random style was not what you expected
The surprise is part of the blind box experience. We encourage all customers to carefully read the product description before placing an order.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at:
Please include:
Your order number
Your full name
The email address used at checkout
A clear description of the issue
Photos or videos of the item
Photos of the packaging
Photos of the shipping label, if requested
Damage or defect claims should be reported within 48 hours of delivery whenever possible. This helps us review the issue quickly and provide a proper solution.
If your claim is approved, we may offer one of the following solutions:
Replacement
Exchange
Partial refund
Full refund
Store credit
Another reasonable solution depending on the situation
Packaging Damage Notice
Some collectible items, figures, blind boxes, and plush products may include decorative retail packaging. During shipping, the outer packaging box may experience minor dents, folds, scratches, or pressure marks due to courier handling, long-distance transportation, customs checks, or warehouse processing.
Minor damage to the outer packaging does not always mean the product itself is damaged.
Slight outer box dents, small folds, or minor packaging imperfections are generally not considered product defects if the item inside is safe, complete, and usable.
However, if the actual product inside is damaged, broken, missing parts, or unusable, please contact us with photos and we will review your case.
Return Shipping Costs
Return shipping costs may depend on the reason for the return.
If the return is due to customer preference, change of mind, incorrect item ordered, or refusal of delivery, the customer may be responsible for return shipping costs.
If the return is due to an approved error on our side, such as a wrong item sent or a verified defective product, we may provide a return label, replacement, refund, or another suitable solution.
Original shipping fees may be non-refundable unless the return is caused by an approved issue with the order.
Return Approval Process
To request a return, please follow these steps:
Contact us at support@Boxivo.store
Include your order number and reason for return
Provide photos or videos if applicable
Wait for our support team to review your request
Follow the return instructions provided by our team
Ship the item back only after approval
Provide tracking information if requested
Please do not send items back without contacting us first. Unauthorized returns may be refused, delayed, or not refunded.
Refund Processing
Once your approved return is received and inspected, we will notify you of the refund decision.
If approved, your refund will be processed to your original payment method when possible.
Please allow processing time for your bank, credit card company, or payment provider to post the refund to your account. Refund processing times may vary depending on your payment provider.
Partial Refunds
In some situations, only a partial refund may be granted.
Partial refunds may apply if:
The item is returned with minor signs of use
The original packaging is missing or damaged
Parts or accessories are missing
The item is not in its original condition
The return is approved as a courtesy
Only part of the order has an issue
The product is still usable but has a minor verified defect
Partial refund decisions are made case by case.
Exchanges and Replacements
We may offer exchanges or replacements for eligible items if:
The item arrived defective
The wrong item was received
The item was damaged during delivery
A replacement item is available in stock
If the same item is unavailable, we may offer a similar product, store credit, or refund.
For blind box items, exact character replacements may not always be possible because styles may be random and subject to availability.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to help, but cancellations are not guaranteed once an order has entered processing, packing, or shipping.
If the order has already shipped, it cannot be canceled. You may need to wait for delivery and then contact us about possible return options.
Incorrect Shipping Address
Customers are responsible for entering accurate shipping information at checkout.
If you entered the wrong shipping address, please contact us immediately. We may be able to update the address if the order has not yet been processed or shipped.
If the order has already shipped to the address provided at checkout, we may not be responsible for lost, delayed, or misdelivered packages caused by incorrect customer information.
Lost or Missing Packages
If your tracking shows the package was delivered but you did not receive it, please check:
Your mailbox
Front door
Porch
Reception desk
Building office
Neighbors
Local post office or courier location
If the package still cannot be located, contact us and we will help guide you through the next steps. In some cases, the customer may need to contact the shipping carrier directly to open a delivery investigation.
Final Sale Items
Certain products may be marked as final sale. Final sale items are not eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect.
Final sale terms will apply when clearly stated on the product page or during promotion.
Customer Satisfaction
Your happiness matters to us. Boxivo.store is built around cute surprises, collectible fun, and positive shopping experiences.
If you have an issue with your order, please contact us before leaving negative feedback or opening a dispute. Our support team will do our best to review your situation and offer a fair solution based on our policy.