FAQ

Please read before purchasing.

  • Terms and Conditions:
    • Any purchase of a Polepunzel Box is considered a PRE-ORDER. Pre-Orders will ship when ready. All customers are required to read and agree to the terms and conditions. 
  • Do I have to pay custom taxes when receiving my orders?
    • Please be aware that tariffs and taxes are not implemented by Polepunzel LLC but by federal government policies that are beyond our control.
    • Our international shipping charges do not include any applicable import taxes, customs duties, or fees that are due upon entry into the destination country.
    • All duties, fees, and taxes are the responsibility of the recipient, and are levied once a shipment reaches the recipient’s country. Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates. Please contact your local customs office for more information.
  • Package Marked as Delivered but can not be found:
    • It is common to have your tracking status marked as delivered before the package actually shows up. Please give it a few working days.
      Packages which are marked as delivered by your country's postal services are deem as final delivery. We will not be able to compensate any packages which are marked as delivered. The postal services have advised to check the following:

      Check with your neighbors
      Under/inside a carport
      Inside a sheltered front veranda or porch
      Behind sheltered fixed/solid structures (i.e. plant pots)
      Behind flyscreen door
      Inside a meter/fuse box
      If a business: with reception, mail room, other staff etc.
  • Packages Returned to Sender (Polepunzel LLC)
    Some countries will require a signature to accept the package. If no one is home to accept the package, the mailman should deposit a failed delivery note at your doorstep or mailbox. Please follow the instructions on the note to collect or arrange a re-delivery.

    If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, you will need to pay for the postage fees again.
  • Can I cancel my order?
    All product is ordered for the box once it is placed through our website, hence cancellation or amendments of orders are not allowed. 
  • Refunds and Exchanges and Missing Items:
    Since this is a surprise subscription style box, there are strictly no refunds, returns and exchanges of any products, unless manufacturer defects and mistakes. If anything was missing or damaged in your box, please email support for a replacement. support@polepunzelbox.com