Refund policy

RETURNS FROM MEMBERS AND RECIPIENTS

We do not ask or allow customers to send us our products as returns. Exceptions may include:

  • Items refused by recipient on arrival (returned immediately via postal carrier.) In these cases the agent has options to offer the sender: to resend the mailing (on the assumption that it will not be refused again); to restart the experience for another recipient; to offer a full credit (no refund) for the experience.
  • MPC error (e.g., the wrong mailing was shipped; the mailing went to the wrong recipient) In these cases the agent may be in a position to offer a full or partial credit or refund.

We do NOT accept returns for the following reasons:

  • The recipient is unhappy with the product (doesn’t like the story, quality of the work, did not understand what they were ordering, etc.)
  • Spoilers. When an experience has been “undermined” in the customer’s estimation due to discoverables on the internet etc.

REFUNDS

Note: the MPC preference is always to offer a credit rather than a refund. However an agent may refund 100% of a purchase when:

  • The curiosity, C&C issue, or first mailing of an experience has not yet shipped.
  • The MPC has erred (e.g., has shipped the wrong item; has irrevocably hindered the success of the experience somehow, when sending a WBO reveal before its time, etc.)

An agent may also issue a partial refund (up to of 50%) of an experience when:

  • The first mailings up to (not including) the crated artifact have shipped and remaining mailings are cancelled.
  • A postal carrier issue has occurred and when credit is not possible (please speak with Senior Staff for approval)


CREDITS

An agent may credit 100% of a purchase when:

  • The curiosity, C&C issue, or first mailing of an experience has not yet shipped. (A full refund is also acceptable in these cases.)
  • The MPC has erred (e.g., has shipped the wrong item; has irrevocably hindered the success of the experience.
  • An uncommon postal carrier issue has occurred (please see list of qualifying situations and speak with Senior Staff for approval)
  • For an experience, an agent may offer to credit a sender 100% in the form of a redeemable ticket for another experience in lieu of crediting a monetary amount to their MPC account. With few exceptions the new experience should be of equal value to the original.

An agent may credit 50% of an experience when:

  • The first mailings up to (not including) the crated artifact have shipped and remaining mailings are cancelled. (A refund of 50% is also acceptable in these cases. Please consult Senior Support for approval)


RESENDS

McGee List
This Policy is applied when we have repeatedly sent out mailings to an address that do not reach the recipient. McGee listed addresses are those we will no longer ship when the following applies:

  • The mailing has been sent/resent to the same address a full 2 times
  • Tracking shows as Delivered in all 2 shipments
  • Sender has confirmed mailing address and it matches the address in Curio

In these case, we will send or resend mailings to an alternate address of the sender’s choosing, to either to the same recipient, or in care of another for this recipient, with the goal of getting the experience back on track and fulfilling the customer’s order as arranged.