By placing an order with Spoonora, you acknowledge that you have read, understood, and agree to all terms below ♡
📩 Contact Us
For all inquiries, please reach out to us via email only.
Messages sent through social media may easily get lost among notifications and promotional messages. We aim to reply to all emails within 24 hours.
🚚 Shipping & Delivery
Order Cancellation
Once submitted, cancellation or refund requests without valid reasons will not be accepted.
If you email us before your package ships and explain the special reason for cancellation, we will review your request and may approve cancellation and refund at our discretion.
Shipping Address
• No address changes can be made once the parcel has been shipped.
• If you notice an address error right after ordering, please email us immediately.
• Please make sure your address is complete and accurate, ideally searchable on Google Maps. If you live in an apartment, kindly include your unit and room number.
• If delivery fails due to incomplete/incorrect address or restricted access for couriers, you will need to contact your local courier directly. We will try our best to assist you in communicating with the shipping carrier.
• If your package is returned to the warehouse because of address issues, we can arrange reshipment within the same city. Reshipping fees will be covered by the buyer.
Pre‑Shipment Address Verification
We will verify every shipping address before packing.
• If missing or incorrect information is found, we will email you to confirm or correct details.
• If we do not receive your reply within 3 days, your order will be cancelled and fully refunded.
Lost Package
We monitor tracking updates regularly.
If a package is confirmed lost in transit, we will contact you to arrange a reshipment or full refund.
Marked Delivered but Not Received
If tracking shows “delivered” and the courier provides proof of delivery, but you have not received your parcel, we recommend filing a local police report. We will fully cooperate with the investigation.
📝 Order Notes
You may leave your preferences during checkout. We will try our best to pack your order according to your notes, but we cannot guarantee all requests will be fulfilled.
If you forgot to add notes or are unsure whether your note saved, please email us right away. We can update your requests as long as your order has not been shipped.
✉️ Order Confirmation Email
After checkout, our website will automatically send a confirmation email to the address you entered. It contains your purchased items, shipping address, email, phone number and any order notes.
• Please double‑check all information carefully. Notify us by email within 2 hours if anything is wrong. No changes to address, notes or contact details can be made once the parcel ships.
• The buyer takes full responsibility for any delivery issues caused by wrong addresses, missing notes or incorrect item selection at checkout.
• If you do not receive your confirmation email, check your spam/junk folder first. If it is still missing, email us to verify your order.
📦 Packaging for Multiple Scoops
All items in one order will be packed into a single box by default.
If you purchased multiple Lucky Scoops and would like them packed separately, please write this request in your checkout notes. Separate packing is subject to packaging availability and cannot be guaranteed.
🎀 Premium Gacha Capsule Add‑On
The Premium Gacha Capsule is an add‑on surprise item and cannot be purchased alone. It must be added to cart together with a Lucky Scoop. Any standalone gacha orders will be fully refunded.
🎥 Packing Video Add‑On
The social media packing video is an optional add‑on service and must be purchased with physical products. Orders containing only the packing video will be refunded.
Video slots are limited and scheduled after shipment. We do not guarantee an exact posting date for your video.
⏱️ Additional Information
Processing and shipping timelines can be found on our FAQ page.
All mystery scoop sales are final. Returns, exchanges or refunds are not accepted due to personal preference. We only offer after‑sales support for damaged, defective, missing or incorrect items within 48 hours after delivery.
Thank you for supporting Spoonora 🎀