***Please note that during the busy times of the year, our phone hours are reduced to accomodate our workload to get your party packs and custom characters / mysteries out to you on time! Each call is important to us, but if we are unable to answer when you call - please either leave a voice mail or contact us via email. We will return your call as quickly as possible! For the fastest reply time, please use our email address below. **We do constantly monitor email throughout the weekends and make every attempt to be available to answer your questions.
What kind of security does your site use?
We are a Yahoo! store - Yahoo! is one of the most trusted names on the internet. We use the Stronghold secure server, currently the second best selling secure server software, and in our opinion, technically the best product. It supports industry-standard 128-bit SSL encryption.
We ship all party ready party packs straight to your address via UPS Ground or other service as you select during check out. We will ship mystery props within 1-2 business days and party ready packs within 2-3 business days.
Refund, Returns and Cancellation Policies:
All of our parties have a satisfaction guarantee.
FOR CUSTOM MYSTERIES only - cancellations with full refunds are allowed within 24 hours of purchase only. Due to the extensive time and effort custom mysteries cost our authors, we can not offer any refunds after the work on your custom mystery has commenced, but we do guarantee that we will work with each customer until satisfaction is achieved for all custom mysteries. Please note that the addition of characters, the change of characters or mystery themes, and / or any major changes or additions to any part of the mystery after the custom mystery writing process has commenced will result in an additional charge to the customer of $17.50 per hour of author time investment. At the time of the change request (i.e. after review of the rough draft mystery), if the changes requested are in the above categories, the author will give an estimate of their time investment to incorporate these changes and the customer will need to pay for the author's time in advance of the additional work above and beyond the original custom mystery purchase. We will do everything in our power to ensure your happiness but we need to protect our authors' time as well. Remember, our business is built on referrals! We truly care about the success of your party.
For all other mysteries and scavenger hunts available on our site: your satisfaction is guaranteed.
DOWNLOADABLE GOODS: if you are not happy with your mystery (or any other downloadable item) for any reason, we will 'exchange' it immediately with another one (i.e. give you another equivalent product for free). The Harrison House series will not quality as an even exchange for any other mystery party game due to the size and cost of the game.
Due to the nature of digital products there is no way for us to prevent a customer from using a kit after it has been downloaded to their computer, therefore we do not give refunds on our electronic products. You are able to view free sample game materials, mystery synopses and character lists (or example tasks in the case of scavenger hunts) to make sure the product meets your needs. We trust this will help you make an informed purchase you will be happy with. If you have any questions about the game(i.e. why is the teen game rated 14+?, etc.), please do not hesitate to contact us. There is only one exchange allowed per customer for a lifetime and any customer receiving a free game in 'exchange' will be required to call in all future orders from My Mystery Party as we want to be sure that you are selecting an appropriate party for your group since no future free games (i.e. exchanges) are allowed. We reserve the right to refuse service to any customer who attempts to abuse our 'exchange' policies.
Again, we will do anything in our power to make you happy - our business survives with great referrals!
UPS STORE PRINT OPTION: you can choose to pick up your printed game at the nearest UPS Store (according to the zip code entered upon purchase) for an additional charge of $44.95. This game is printed in color on HP 28 Bright White paper. The game kit, however, is not assembled for you as with our Party Ready Packs so you will still need to cut out and prepare your game. You will be notified via email within 24 hours when to pick up your printed game and the location to pick up your game - which will be the nearest UPS Store to your zip code entered upon purchase.
It will take up to 3 business days for the UPS Store to process your order. You will also be able to download your downloadable game in addition to the print option. These orders cannot be canceled once they are submitted and therefore, we cannot offer refunds.
FOR CUSTOM PARTY READY PACKS: We do not refund party ready packs for any reason as these are custom prepared for you upon purchase. We do not keep a stock of prepared kits as there are too many options that you can customize our parties with (i.e. color printing options, expansion packs, etc.). These kits are labor intensive and there is no way to refund labor costs. Please contact our sales support at 1-800-714-3951 for more information about your selected party prior to ordering a party ready pack. Carefully review the sample game materials, the character lists and the mystery synopsis as well.
*We are not responsible for lost packages due to an incorrect address input into the system during checkout. In the event this occurs, you will need to contact the shipping company directly (UPS, FEDEx, etc.) to retrieve the package with the tracking number we provide you.
FOR MYSTERY PROPS: If the materials are returned to us in the exact condition in which they were shipped, we will issue a refund or exchange. In the event of an exchange, you will need to ship us the item at your cost and we will ship the new replacement item back to you at our cost via UPS Ground. For refunds, we do not refund any shipping charges and there will be a 15% restocking fee assessed. If the materials are not in the exact manner in which they were shipped (i.e. crime scene tape is torn, victim shirt has been worn, etc.) we will ship the items back to you and will not issue a refund. There are no exchanges or refunds on victim face paint or worn items due to hygienic issues.
BACHELORETTE SASHES: due to the novelty nature of these products and because they are unique, one of a kind and as we sell an item, we order a new one to be custom-made...all sales are final. There are no refunds or exchanges on bachelorette sashes. Please be certain of your purchase and do not hesitate to contact us in advance for any specifications of the product before purchase. Slight imperfections and variations should be expected as these are hand crafted items. If any of the lettering lifts or comes off of the sash (rare occurrance), place a white paper towel above the letter and iron it back on carefully at medium heat for 5 seconds at medium pressure. This should seal the letter back onto the sash.
FRAUDULENT CHARGE REVERSALS: We take fraud very seriously. For your protection and the integrity of our credit processing system - all charge reversals will be immediately investigated by our legal team and the local law enforcement based upon the IP Address used during the purchase. All fraudulent charges will be reported to the District Attorney of the respective location in which the buyer is located as determined by the IP Address. For the protection of internet merchants, any buyer that is found reporting a false charge reversal for any reason will be prosecuted to the full extent of the law and will be reported immediately to the www.badcustomer.com database.Why do I get a cookie when I check out?
What they are?
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Why we use them
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