Frequently Asked Questions

You choose a digital Mystery Box on MysteryBox, review the displayed price and available prize information, pay that price, then open the box. The Platform assigns one prize from the box’s pool according to the published rules or odds for that box. Outcomes differ between boxes and openings.

Your prize is revealed and typically added to your inventory. From there, depending on the prize and features enabled, you may request shipping for shippable items and/or sell the prize back for wallet credit if sell-back is offered.

Open your inventory, select the prize, and follow the claim or ship flow. High-value shipments may require KYC. Provide an accurate address and complete any fees shown (such as estimated duties) before we process shipping.

If sell-back is enabled for that prize, yes. The Platform shows the sell-back value before you confirm. Confirmation is required; the value may be lower than a displayed retail value.

Sell-back values are determined by Platform rules and are shown to you before confirmation. They are not a guarantee of market or retail price and may be discounted relative to displayed values.

KYC may be required before high-value prize shipping, when you exceed certain thresholds, if we suspect fraud or misuse, or for other compliance reasons. See our KYC and AML Policy. Reviews may be performed by our internal team.

After a valid shipping request (and any required verification or fees), processing commonly takes 3-7 business days. Carrier transit time depends on destination and customs. Times are estimates.

Unless we expressly state otherwise for a shipment, you are responsible for import duties, taxes, and customs fees in your country. Estimates collected in-app may differ from final customs assessments.

Cancellation depends on status. After a box is opened and a prize assigned, cancellation is usually unavailable. Unused deposits or unopened purchases may be reviewed case by case. See the Refund and Cancellation Policy.

Possible examples include unused deposits (subject to review), duplicate charges, incomplete payments, or failure to deliver the digital service due to a documented technical error. Opening a box or using balance often limits refund eligibility. Contact support within a reasonable time; we aim to respond within 7 business days.

Contact us via Contact Us (Payment Issue) or with timestamps and payment references. Confirmed duplicate charges are eligible for review and remedy.

The Platform is not available where this type of service is prohibited. You must verify legality in your jurisdiction. We may block access from restricted locations.

Use the Contact Us form on the website, or email . Include your account email and order ID when relevant.