Frequently Asked Questions
General Questions
What's inside the L.O.L. Surprise! Box?
Inside each box is a selection of 6-8 exclusive L.O.L. Surprise! products including apparel, accessories, toys, homewares, and stationery for kids to wear, use, and play with. These items are limited edition - once they sell out, they're gone forever! In addition to these custom-made items, every box comes with a randomly selected L.O.L. Surprise! Doll or Pet from an existing series.
So it’s a random mystery box?
Not really. The box contents vary from season to season (that’s the fun and excitement of the subscription!) but every box within a single season has the same set of items inside. For example, everyone who receives the Summer box will get the same set of items, with the exception of your randomly selected L.O.L. Surprise! Doll or Pet.
How big is the box?
Generally your #LOLBox will be about the size of an adult shoe box, but it can vary from season to season. It depends on how we design and pack up all the special items for that particular box.
Who makes this box?
The L.O.L. Surprise! Box is brought to you by CultureFly, an official licensee of L.O.L. Surprise! and MGA Entertainment.
Can’t I just buy these items in stores?
With the exception of the included L.O.L. Surprise! doll or pet—No! The #LOLBox features exclusive items that are not available anywhere else!
How often will I receive my L.O.L. Surprise! Box?
The L.O.L. Surprise! Box is a subscription service. You will receive a new box every quarter; four times a year.
When will my L.O.L. Surprise! Box ship?
Spring box: Ships Mid-April
Summer box: Ships Mid-Late July
Fall box: Ships Mid-November
Winter box: Ships Early-December
Can I give a L.O.L. Surprise! Box as a gift?
Yes. You can gift a subscription by creating a new account with a new user name and password for the recipient.
What countries do you ship to?
We ship to all 50 States in the U.S, plus the following Countries: Australia, Belgium, Brunei, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Hong Kong, Ireland, Israel, Italy, Japan, Latvia, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland and the UK.
How much does shipping cost?
Our boxes will ship anywhere in the USA for a flat rate of $7. International customers are required to pay any relevant duties, customs, or taxes associated with their country, as we have no control or responsibility over them. International shipping rates are as follows:
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Once my box ships, how long will it take to arrive?
If you’re a subscriber located in the USA, you will receive a shipping notification with tracking information when your box is dispatched through USPS or FedEx. At that point, your box will arrive within 2-7 business days depending on where you’re located.
If you are an international subscriber (outside the USA), you will receive a shipping notification when your box is dispatched via the post office along with a tracking number. At that point, your box will arrive within 5 to 10 business days. Please be aware that international packages may be delayed by customs in your country and that you are responsible for any associated import fees.
Any new subscription that comes after that quarter's box has already started shipping may take up to two weeks to ship.
Why does tracking seem to be taking longer than it should?
The boxes actually ship from California even though our return address is listed in New York City – where our home office is. We do that in the event your box is marked ‘return to sender,’ it comes back to our offices and we can get it to its rightful home! Our boxes ship out of our main warehouse in California.
Why are you asking for my shirt size?
Some boxes will contain amazing L.O.L. Surprise! apparel. We ask for your size at signup to make sure we have your shirt size on file!
What is the difference between the Quarterly and Annual plans?
We offer two different plans to make it easier for you to get your L.O.L. Surprise! goodies. Both plans are set to auto-renew, so you never miss a box.
Quarterly Plan: costs $38.00 plus shipping, you will be billed a month before your box ships.
Annual Plan: costs $34.00 per box plus shipping, you will be billed for all 4 boxes at signup.
If you choose to sign up for the Annual Plan, you’ll save $4.00 per box!
If I subscribed to the Quarterly or Annual Plan, do I automatically get renewed?
Yes, you will automatically be renewed for the original plan you purchased.
When will I be billed for a recurring subscription? **Please note, you will be charged in full on initial signup**
At signup, you will be charged $38.00 plus shipping for the Quarterly Plan and $136.00 plus shipping for the Annual Plan. Both plans are set to auto-renew once your initial plan has ended. Please refer below for billing dates:
Spring box: Billed the week of March 10th
Summer box: Billed on June 10th
Fall box: Billed on September 10th
Winter box: Billed on November 25th
What currency will I be charged in?
All orders on thelolsurprisebox.com are processed in U.S. dollars.
What payments do you accept?
We accept Visa, MasterCard, American Express, and Discover.
How do I update my payment information?
In order to change your credit card info, log in to your account, click My Subscriptions then Billing and then click on Edit Card.
How do I cancel my subscription?
We’re sorry to see you go! If you need to cancel your subscription, click on My Account and then My Subscriptions. From there you will Edit your status from Active to Inactive.
Quarterly Plans can be canceled anytime. Please note: cancellation means that if you cancel before the date of the next charge for the next box, you won't receive or be charged for that box. If you cancel AFTER the next charge date of a box, your cancellation is only effective for subsequent boxes. For example, if you got charged for the Fall Box and then you canceled, you will still be receiving the Fall Box, but you will not be getting charged for the Winter Box or any future boxes.
Annual Plans can be canceled at any time. Please note that even though you have canceled your subscription, you won't receive a refund and will still receive all four boxes that you paid for up front. The cancellation of an Annual Plan means that your subscription will not be renewed after the fourth box and you will receive no boxes the following year.
Account Questions
How do I change my t-shirt size?
Log in, click on My Account and then My Subscriptions. Select Edit on your current subscription and then change product size.
How do I change my shipping address?
Log in, click on My Account and then My Subscriptions. Select Edit on your current subscription and you will be able to update your shipping address.
To avoid having your package lost, please make your updates before the following dates.
Spring box: March 1st
Summer box: June 1st
Fall box: September 1st
Winter box: November 1st
Exchanges and Returns
An item was broken or damaged in my L.O.L. Surprise! Box. What should I do?
Please send an email with a picture of the damaged item to: contact@thelolsurprisebox.com
My shipping box is dented or damaged. What should I do?
We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged boxes.
I received the wrong shirt size. What should I do?
So sorry about that! We work really hard to make sure every box is perfect. If you received the wrong size in your box please contact us here.