Question 1

How do I place an order?

Accepted Answer

Simply add items to your cart and proceed to checkout. We use secure payment processing, and your order is confirmed once payment is successfully completed.

Question 2

Can I choose my prize?

Accepted Answer

No. Kuji purchases are for random results only. Specific prizes cannot be selected.

Question 3

Can I checkout as a guest?

Accepted Answer

Yes. You do not need an account to place an order. After checkout, you will receive an email with a secure link to access your order.

Question 4

Why did my order expire?

Accepted Answer

Orders expire if payment is not completed in time. This prevents items from being held without payment and keeps inventory fair for all customers.

Question 5

When do I receive my prize?

Accepted Answer

After your order is paid, you can reveal your prize(s) from your order page.

Question 6

Can I cancel my order?

Accepted Answer

Orders that have not been processed may be eligible for cancellation. Once processing has started, the order cannot be cancelled. Please contact support as soon as possible if you need help.

Question 7

What if my item is damaged during shipping?

Accepted Answer

Once an order has been handed to the carrier, we are not responsible for damage caused during transit.

We may assist you in contacting the shipping carrier to file a claim where possible.

Question 8

What is a Kuji product?

Accepted Answer

Kuji products are random draw items. Each purchase guarantees you one prize from a predefined prize pool.

Question 9

Can I change my shipping address after ordering?

Accepted Answer

If your order has not been processed yet, contact us as soon as possible.

We cannot guarantee changes once processing has started.

Question 10

Are Kuji results random?

Accepted Answer

Yes. All Kuji draws are random. You cannot choose or influence the result, and outcomes cannot be changed once assigned.

Question 11

What if I don’t like my result?

Accepted Answer

All Kuji results are final. We do not offer exchanges or refunds based on the outcome.

Question 12

How long does shipping take?

Accepted Answer

Processing time is typically 1–3 business days.

After dispatch, shipping usually takes 3–10 business days depending on your location.

Delivery times are estimates and may vary due to carrier delays or external factors.

Question 13

Where do you ship?

Accepted Answer

We currently ship within Canada only.

Question 14

How can I track my order?

Accepted Answer

Once your order is shipped, a tracking number will be provided by email when available.

You may also access tracking through your order page.

Question 15

What payment methods do you accept?

Accepted Answer

We accept secure payments via credit and debit cards through Stripe.

Question 16

When am I charged?

Accepted Answer

You are charged immediately upon successful checkout.

Question 17

Is my payment information secure?

Accepted Answer

Yes. Payments are processed securely through Stripe. We do not store your card details.

Question 18

Do you offer refunds?

Accepted Answer

Refunds are only considered if we shipped the wrong item.

We do not offer refunds for:
- change of mind
- personal preference
- Kuji results
- shipping delays or carrier-related issues
- any other reasons

Question 19

Are Kuji items refundable?

Accepted Answer

No. Kuji purchases are non-refundable once completed.

Question 20

How do I request a refund?

Accepted Answer

Please contact support with your order number, a detailed description of the issue, and photos if applicable. We may request additional information to review your request.

Question 21

Why did an item go out of stock during checkout?

Accepted Answer

Items are reserved for a limited time during checkout. If the reservation expires or stock runs out, the item may no longer be available.

Question 22

Can I reserve items without paying?

Accepted Answer

No. Items are only reserved temporarily during checkout and must be paid for to be secured.

Question 23

How do I access my order later?

Accepted Answer

You can access your order using the secure link sent to your email after checkout.

Question 24

Do I need an account to track my orders?

Accepted Answer

No. Guest users can access their orders via email links.

Question 25

How can I contact support?

Accepted Answer

You can reach us via email at ca.support@popboxstudio.com.

Question 26

How long does support take to respond?

Accepted Answer

We typically respond within 1–2 business days.

FAQ

Orders & Checkout

Kuji

Shipping & Delivery

Payments

Refunds & Returns

Inventory & Availability

Account & Access

Support

FAQ