efund & Return Policy — SHARK THE BOX
At SHARK THE BOX, every order is carefully prepared and dispatched within 24 hours. We take product quality seriously and stand behind every item included in The Box. This policy explains your rights and our commitments in the event that something goes wrong with your order.
SECTION 1 — OUR COMMITMENT
We believe in transparent, fair and honest commerce. If there is a problem with your order — whether it's damaged, lost or defective — we will do everything in our power to make it right. Our customer support team is available at support@sharkthebox.com and responds within 24 to 48 hours on business days.
SECTION 2 — ELIGIBLE SITUATIONS FOR REFUND OR REPLACEMENT
We accept refund or replacement requests under the following circumstances:
Your order qualifies as lost if the tracking status has not updated for more than 15 consecutive business days and the final status does not show "delivered." In this case, we will either resend your order at no additional cost or issue a full refund, at your discretion.
2.2 — Damaged or Defective Product
If your product arrives broken, damaged or visibly defective, you must notify us within 7 days of the confirmed delivery date. We require the following to process your claim:
- A clear written description of the damage or defect
- Photos or video clearly showing the issue
Upon verification, we will offer a full refund or a free replacement shipment, at your choice.
2.3 — Invalid or Non-Functional Tracking Number
If the tracking number provided with your order is invalid, does not generate any results on the carrier's website within 10 business days of dispatch, or shows no movement for an extended period, please contact us. We will investigate with our logistics partner and resolve the situation promptly.
SECTION 3 — NON-ELIGIBLE SITUATIONS
We are unable to process refund or replacement requests in the following cases:
3.1 — Incorrect Delivery Information
If the parcel was not delivered because the shipping address, phone number or recipient name provided at checkout was incorrect or incomplete, we cannot be held responsible. Please double-check your information before confirming your order.
If the parcel was returned to sender because the recipient failed to collect it from a local post office, pickup point or delivery relay within the required timeframe, we are unable to issue a refund or resend the order.
We do not accept returns or issue refunds for orders where the customer has simply changed their mind after the order has been dispatched. All sales are final once fulfillment has begun.
3.4 — Requests Submitted After the Eligible Window
Damage or defect claims submitted more than 7 days after the confirmed delivery date will not be eligible for refund or replacement.
SECTION 4 — HOW TO SUBMIT A CLAIM
To initiate a refund or replacement request, please follow these steps:
Step 1 — Contact us at support@sharkthebox.com with the subject line: "Refund Request — Order #[your order number]"
Step 2 — Include a clear description of the issue along with supporting photos or screenshots where applicable
Step 3 — Our team will review your request within 24 to 48 business hours and respond with a resolution
We aim to resolve all valid claims fairly and efficiently. We do not require you to return the damaged item unless specifically requested.
SECTION 5 — REFUND PROCESSING
Once your refund has been approved:
- Refunds are issued to the original payment method used at checkout
- Processing time is 5 to 10 business days depending on your bank or card provider
- You will receive a confirmation email once the refund has been initiated
- We are not responsible for delays caused by your financial institution
If you choose a replacement instead of a refund:
- The replacement order will be dispatched within 24 to 48 business hours of claim approval
- A new tracking number will be provided by email
- The replacement ships to the original delivery address unless otherwise agreed
For any questions, concerns or claims related to your order, please reach out to our support team:
Email: support@sharkthebox.com
Response time: within 24 to 48 hours, Monday to Saturday
SHARK THE BOX is committed to resolving every issue with fairness, speed and professionalism.