FAQ

• What is TheSurpriseStore.com?

  TheSurpriseStore.com is a private, member's only club that organizes 24-72 hours sales of premium brands at up to 80% off of retail prices. TheSurpriseStore.com is free to join and there are no commitments or charges for being a member. As a member, TheSurpriseStore.com will send you an e-mail on a regular basis to announce the brands that are going on sale. If you're interested, you can click through the e-mail and shop. If you're not interested, simply ignore the e-mail.

  Given the high demand for some of the brands and styles we carry, we always suggest shopping as early in the sale as possible. It's not unusual for some styles, sizes, and colors to sell out in the first few minutes of a sale. In fact, for limited item sales, it is not unusual for the entire inventory to sell out within the first hour.

  
  

• Why should I join TheSurpriseStore.com?

  TheSurpriseStore.com offers members authentic merchandise from as many premium brands as possible at the best prices anywhere. TheSurpriseStore.com is a platform with which brands can reach you, the member, directly. In essence, you are buying directly from the brand. This ensures no middlemen, no extra costs in the distribution channel, and guarantees that you get authentic merchandise at the best price possible.

  It's free to join and there are no commitments. TheSurpriseStore.com will send you an e-mail on a regular basis alerting you of upcoming sales. If there's a sale that interests you, click on the invite, learn more about the brand and shop at up to 80% off. If you're not interested in the brand(s) of the day, then just ignore the e-mail. It's that easy.

  
  

• How do I become a member?

  Joining TheSurpriseStore.com is free and only takes a few seconds. To join TheSurpriseStore click here, and enter your information. You will receive an email with an official invitation to start shopping.

  
  

• Do you offer Gift Certificates?

  Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website.

  
  

• What are the benefits of becoming a member?

  TheSurpriseStore.com has amazing benefits:

  1. Great prices: Premium brands at up to 80% off retail.
  2. Accessibility: Great stuff can now be purchased from the comfort of your own home or office.
  3. Merchandising: TheSurpriseStore.com staff of brand experts source the best things available!
  4. Free Alerts: TheSurpriseStore.com keeps you informed by e-mail. These alerts are free and take all the work out of staying on top of great upcoming deals.

  
  

• Will I be charged anything for being a member?

  No, TheSurpriseStore.com membership is free and there are no commitments. You only pay for the goods you purchase.

  
  

• How does TheSurpriseStore.com offer such great prices?

  We let our brand partners sell directly to our members, thereby eliminating several layers of middlemen (and the marketing costs!) that have historically dominated distribution. The cost savings are passed on directly to our customers.

  
  
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  Sales Questions

• How does TheSurpriseStore.com work?

  TheSurpriseStore.com team of brand experts is constantly reviewing brands and their collections. When we find a brand we want to offer to our members, we work with the brand to design a sales event and agree on prices that give members up to 80% off retail. During the design of the event, we agree with the brand on the items to sell, which they must then reserve for the sale. Following the completion of a sale, brands then have 3-5 days to send all goods to our warehouse for shipping.

  Once the goods have reached our warehouse all items are packed and shipped to our members within 2 days. Based on ground shipping, the orders will take 2-7 business days to reach your home or office after they've left our warehouse. The full shipping process will take between 10-14 business days from the date a sale ends.

  
  

• How long does a TheSurpriseStore.com sale last?

  A sale typically lasts between 24-72 hours.

  
  

• When will my credit card be charged?

  Your credit card will be authorized and funds will be held, but it will not be charged until your order has shipped from our warehouse. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

  
  

• How do I change or cancel an order?

  If for any reason you would like to change your order, please contact our Customer Service Department as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

  
  

• If I send my package as a gift, will the recipient receive the invoice?

  Yes.

  
  

• Are purchases really tax free?

  Almost. TheSurpriseStore.com is required to charge sales tax in states where it has a physical presence. Currently TheSurpriseStore only charges sales tax to members who live in California.

  
  
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  Shipping Questions

• Does TheSurpriseStore.com ship internationally?

  Unfortunately at this time, TheSurpriseStore.com does not ship internationally.

  
  

• How long will it take for me to get my TheSurpriseStore.com order?

  TheSurpriseStore.com orders typically take 10-14 business days from the end of a sale to the day your order arrives at your home or office. Though you are purchasing directly from the brand, TheSurpriseStore.com handles all shipping obligations and needs a few days to transport the merchandise from the brand to our shipping warehouse. Once merchandise is received, orders are quickly sorted and individually packed and sent to TheSurpriseStore.com customers.

  Our core values revolve around offering our members authentic merchandise from as many brands as possible at the best prices anywhere. We work directly with brands to give them an outlet to offer their inventory to you. We do not take possession of any of the brands' inventory until a sale is finished. It does mean, however, that it takes a little longer for us to get your order to you.

  
  

• What's the status of my order? How do I track my order?

  Once you have placed an order, you can check on its status by entering into your account at any time. Once an order has shipped, you will receive an e-mail confirming shipping along with your tracking information.

  
  

• Do you offer Next Day or 2nd Day shipping?

  No, we don't. TheSurpriseStore.com is a platform with which brands can reach you, the member, directly. In essence, you are buying directly from the brand which guarantees authentic merchandise and unbeatable prices. As a result, inventory needs to be shipped from the brand to the TheSurpriseStore.com warehouse following the end of sale, before it can be shipped to the member. As this usually takes 3-5 days, there is no way to offer and guarantee overnight or 2-day shipping. The shipping window only really starts after we've received the items in our warehouse.

  
  

• Does TheSurpriseStore.com ship to PO Boxes?

  For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

  
  

• What is a short-shipment?

  When we run an event, we rely on the brand to tell us how many of a certain item they have available. A short-ship occurs when the number of items a brand told us they had is different than the number they actually send to our warehouse. If an item is impacted by short-shipping, TheSurpriseStore.com uses a formula to determine which members will be impacted (members who purchase early in a sale are the least likely to be short-shipped).

  
  

• When will I know if I'm being short-shipped?

  You will be notified once the brand shipment arrives at the TheSurpriseStore.com warehouse and is checked-in. In most cases, TheSurpriseStore.com will notify you 5-7 days after an event if you are going to be short-shipped.

  
  
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  Returns, Credits & Refunds

• What is TheSurpriseStore.com Return Policy?

  Returns and exchanges are accepted on merchandise within 14 days from date of invoice on items that HAVE NOT BEEN WORN, ALTERED, WASHED OR DAMAGED and with ALL tags attached, for store credit only. If you receive a damaged item you must notify us within 7 days of receipt or your return will not be accepted. TheSurpriseStore.com only offers store credit because of the "final sale" pricing that we offer to our members. Footwear returns and exchanges must include the original shoe box in its original condition and without postal labels. Damages to or omission of this box from your return/exchange may result in a fee. On occasion, we may have sales that are FINAL SALE in which no returns will be accepted.

  PLEASE NOTE: Shipping and handling charges are non-refundable.

  
  

• How do I make a return or exchange?

  Your shipment must be postmarked within 14 days from date of invoice. Anything outside of the 14 days will not be awarded a store credit. Securely pack and seal the return merchandise, along with a copy of your invoice or packing slip, in an appropriate shipping box or envelope, and send back to us using an insured service to the address below.  (This will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves). Packages must be returned prepaid. We do not accept COD.

  Please send your return or exchange to:
  TheSurpriseStore.com
  1931 Pontius Avenue
  Los Angeles, CA 90025
  USA

  Once your package has been received at TheSurpriseStore.com, your refund will be processed in the form of a store credit within 7 business days. You will be notified via email to the address listed on your account when this transaction has taken place. For any additional questions/problems/or comments please contact us at customerservice@TheSurpriseStore.com.

  
  

• Who pays for the cost of shipping a return?

  We will only refund shipping charges if we sent the wrong item or the item sent was defective, otherwise the customer pays for the return.

  
  

• Can I exchange an item I bought for a different color or size?

  We're sorry, but we are not able to allow members to exchange items they purchased during a TheSurpriseStore.com sale. TheSurpriseStore.com only receives inventory based on what members ordered during a sales event. TheSurpriseStore.com does not have any extra inventory on hand with which to do exchanges.

  
  

• How will I know when you have received my return?

  We process all returns within 7 days of receiving your package. We will send an e-mail to your account once your return has been processed; the e-mail will also include the amount credited to your TheSurpriseStore.com account. Returns are store credit only!!!

  
  

• What is your privacy policy?

  We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.