Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Last updated: Nov 28, 2023
1. General Questions
How do I contact you?
You can reach out to us via email 24 hours a day and we will respond to you within 24-48 hours! Our email is support@makeitmine.co
I can't log into my account.
If you already have an account with us and are unable to access it, it’s possible that either the password or email address entered is incorrect. Try to go to the login page here and click on “Forgot your Password” to reset your password.
Can I make changes to my order or cancel once it has been placed?
Unfortunately, all orders are final and we are not able to edit or change them.
Orders immediately go to processing, then it’s sent to the warehouse to be handmade and shipped. This is to make sure that orders are shipped as quickly as possible.
My package arrived damaged, what should I do?
Make it Mine is not responsible for packages damaged in transit. For this reason, we highly recommend choosing Premium Shipping Protection which covers packages in the event your package is stolen, lost or damaged.
If you suspect that the item was damaged prior to shipment and may be considered defective, please contact our Customer Care team within 14 days of receiving your order and we’ll be glad to assist you.
What if I am not happy with my purchase?
We want you to love our products, but we understand it doesn’t always work out! Please contact our Customer Care team and we’ll do our best to make things right.
2. Product Questions
What's the best way to open PopBox?
Tip 1: Have the PopBox envelope laid flat when pulling the tab and be aware of the surroundings! You don’t want it to be pulled directly in someone’s face, or near other people who may get in the way.
Tip 2: Pull the tab fast to get the biggest pop!
Tip 3: Don’t forget to film! We promise, it’s definitely a reaction you want to be able to look back on one day and have a good laugh about.
Does PopBox come ready to gift?
Yup, we make everything ready to gift so your job is all done! Don’t forget to add the To and From Option and Gift Wrap if you’re not able to do it yourself for the best experience.
How long can I hold onto PopBox before gifting?
The 'pop' in each PopBox degrades over time so we highly recommend gifting it as soon as it delivers, and definitely within 3 weeks of delivery to ensure you get the same wow factor!
Can I take PopBox on an airplane?
Yes! It is powered by an elastic band so it’s 100% airplane safe.
How big is PopBox?
The envelope itself measures 9”x6” and each cube measures 3.25”x3.25”x3.25”.
Who is PopBox suitable for?
Keep in mind that PopBox cubes can pop up to heights of 4 feet. Please use your own judgment to make sure that the recipient you selected would be suitable for this kind of gift.
Are there recommended photo specifications?
When choosing photos, please use the following criteria:
1) Good resolution - void pixelated photos. We recommend 1080 x 1080px and above
2) Clear - avoid blurry and dark photos
3) Can be cropped into squares
The photos I uploaded were not cropped correctly. How can I fix it?
If you haven’t placed your order yet, all you have to do is just re-upload the photos and follow the steps in this video.
In the event that the order has been placed already, please get in touch with us as soon as possible so we can inform our team and see if there’s still a way to adjust your photos. We cannot guarantee that we will be able to make these changes, but we will try our best to help!
I ordered multiple PopBoxes, how will I know which PopBox is which?
When you order more than one PopBox in a single order, we always attach a cut out to the envelope to help you distinguish what’s inside the envelope with a preview of four photos, the message, and confetti color. Please do not forget to remove the cutout before gifting your PopBox!
My PopBox did not pop. What should I do?
Several factors may affect the popping mechanism of the cubes. If you’re able to capture it on video with the recipient opening the PopBox, please contact our Customer Care team as it can help us determine what could have gone wrong on our end. We’re always here to help!
Please note that the longer PopBox is sitting waiting to be gifted, the less likely it is to pop as well. We recommend gifting it immediately, or waiting no more than 2 weeks to gift.
Note: Our customer care team may use their own discretion to determine what is considered as “pops” and what aren’t. Delays in pops are to be expected sometimes and often are not determined as defective products.
Can I choose the contents to be included inside the Gift Boxes?
Items included in our Gift Boxes cannot be removed nor substituted.
In some situations, we may possibly switch out the contents due to supply chain issues but the items will remain equal or greater value than the items advertised.
Why were my Gift Box contents different from what was advertised?
In some situations, we may possibly switch out the contents due to supply chain issues but the items will remain equal or greater value than the items advertised.
I want to reassemble my PopBox.
It’s very easy to do! Please follow these steps:
1. Put the insert halfway back into the envelope.
2. Fold down the first cube so that it lays flat and snug between the insert tabs.
3. (Optional) Put confetti on top of the cube you just laid down.
4. Repeat Step 2 with the second cube.
5. Fold down the three tabs of the insert to secure the cubes and hold it down with one hand. Using the other hand, fold down the “Pull Me” tab so that it sits on top of the cubes.
6. Slide the whole insert with the cubes into the envelope, and violà!
You can also check this video for more information.
What is the confetti made of?
Make it Mine values the environment so we only use tissue confetti made of biodegradable tissue that has been treated to be flame resistant. It’s manufactured from sources using approximately 90% recycled content.
Our confetti is sourced from a local company in Southern California.
If I don’t choose the To and From option, what will my PopBox look like?
If the To and From option isn’t chosen, the To and From part will still be on the design so we highly recommend that you choose this option if you don’t have the ability to write it in yourself so that it doesn’t arrive blank.
Is the To and From option actually handwritten?
Yes, it actually is handwritten! We have a retired tattoo artist with amazing penmanship in our team and she takes the time to write your “to and froms” with love and care.
Why does the gift wrap I received differ from the picture?
Sometimes because of supply chain issues, we have to change the gift wrap design from what’s pictured. We always try our best to update the pictures on the website, but sometimes we aren’t quick enough to do so. Nonetheless, we always maintain the product quality and the occasion that the gift wrap was chosen for.
Do you have any other PopBox designs?
We are working on launching new designs, but if you have any suggestions or design submissions, please contact our Customer Care team – we’d love to hear from you!
Can you make a custom design PopBox envelope?
We do have the ability to make custom designs! Please contact our Customer Care team to get a quote.
3. Payment Questions
What payment methods do you accept?
We accept all major credit cards like Visa, Mastercard, American Express, and Discover, as well as PayPal, AfterPay, Apple Pay, Facebook Pay, Google Pay, Sezzle, Klarna and Shop Pay.
Do you offer installment payment options?
Yes, we offer installment payment options through AfterPay. Please contact our customer service for more information.
What is AfterPay?
AfterPay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. No long forms or credit checks required, just instant approval.
The first 25% of your order total is charged at the time of purchase. Pay the rest in equal installments billed automatically over 6 weeks. There are no late fees if paid on time!
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
Will I be charged duties/customs fee?
Customs and duties may be charged upon delivery. Make it Mine is not responsible for these – any additional charges for customs clearances will be the responsibility of the addressee.
Unfortunately we are unable to predict the exact charges or if the receiving country will impose these charges for the shipped items.
4. Shipping Questions
Where are you based?
We manufacture and ship from Las Vegas, Nevada!
How can I track my order?
You can track your order here.
After successfully placing an order, you should receive an order confirmation to the email used in placing the order. Once the tracking information is available, you will receive an email notification with the shipping details of your package.
What shipping methods do you offer and how much is it?
All current shipping methods and estimated delivery dates to your zip code are calculated at checkout.
These are some methods usually offered:
Standard - 2-5 business days
USPS Priority Mail - 1-3 business days
USPS Priority Mail Express - Next day to 2 days (delivers on Saturday)
UPS Ground - 1-5 business days
UPS Next Day - 1 business day
UPS 2nd Day Air - 2 business days
All shipping rates will vary depending on a few different factors, some of which include:
- Domestic vs International shipments
- Total weight of package
- Selected shipping method
Free US standard shipping on orders over $50!
When will I receive my order if I place it today?
Most of our products are completely custom and handmade. Therefore, they take a little time to process. Our normal processing time usually takes 1-3 business days.
Please note that each order is processed in the order it was placed. If you need your order to be pushed to the top of our list, you may opt to add VIP Order Processing to your order to expedite the processing time.|
You will automatically receive your tracking details via email but please note that we may process your shipping label days prior to shipping due to the nature of our production process so please still allow for the allotted processing time until the tracking updates as scanned in.
Delivery will depend on the carrier and service chosen.
Note: Orders placed during weekends, special promotions (Black Friday/Cyber Monday) and holidays (Valentine’s Day, Mother’s Day, Father’s Day, or Christmas) may take additional processing time due to increased order volume. Please allow 1-5 extra days for order processing. All delivery lead times are estimated.
Can I pay additional for my order to be expedited?
Yes, we offer a VIP Order Processing option to our customers where we prioritize your order’s fulfillment. Your order gets bumped to the top of our queue along with the rest of our other VIP orders. We highly recommend choosing this option if you are ordering during a holiday season when we have higher order volumes.
Why is my order not being delivered in the estimated time?
Shipping estimates are provided by UPS and USPS. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience!
Can I set the shipping so that my package arrives on a particular date?
Soon!
Can I make changes to my chosen shipping method?
Once an order is placed, we typically cannot make any changes to shipping preferences anymore.
If the order has not shipped yet, you may try to contact our Customer Care team and changes may be considered, but not guaranteed. However, if the order has shipped, we are unable to make any changes at that point
Do you ship internationally?
We sure do! We ship with UPS and USPS services (whatever is available) for international orders. International orders may require 7-21 business days or more in some cases due to customs/local post office delays. In case shipping is not available in your country due to some unexpected circumstances, we will contact you right away. We suggest that you select the service with the fastest shipping time for time-sensitive orders.
Do you ship to APO and FPO addresses?
Absolutely! We use USPS for deliveries to United States Military APO/FPO addresses, as it's the only shipping method available.
To ensure a smooth delivery, please include the recipient's name, rank, and unit, along with the APO/FPO/DPO address including the 9-digit ZIP Code™. Avoid adding city or country names to APO/FPO/DPO shipping addresses to prevent mail from entering foreign mail networks.
Why is my order stuck in transit?
Unfortunately once a package leaves our warehouse, we no longer have any control over it. We highly encourage that you get in touch with your local post office regarding the whereabouts of your package, as they may ask questions or get more information about your address/location that only you can answer.
If you have not received your package based on the carrier’s service delivery timeframe, please contact our Customer Care team, and we’ll be glad to assist you.
Why does my order still say “label-created”?
Due to the nature of our production process, we sometimes prepare your package days prior to having it shipped since our custom handmade products take time to produce. Please allow for the allotted processing time, even if your tracking number has already been created. In some cases, the shipping carrier may also take time to scan packages in batches which may possibly cause delays during busy seasons.
If you do not see any movement on your package after a couple of days past the given processing time, please reach out to our Customer Care team so we can assist you further.
What if my package is lost in transit, damaged, or stolen?
While we genuinely regret any inconvenience caused, it's important to note that Make It Mine cannot assume responsibility for lost, stolen, or damaged packages.
To provide you with added assurance and peace of mind, we strongly recommend opting for Premium Shipping Protection during the checkout process. This extra layer of security ensures coverage in the unlikely event of such occurrences. Your satisfaction and safeguarding your purchase experience are our top priorities.
What is Premium Shipping Protection?
Premium Shipping Protection provides you with reassurance through a Delivery Guarantee, offering peace of mind in case your delivery faces issues like damage, theft, or loss during transit. Please note that to process your claim, we may require supporting evidence.
Lost Orders or Tracking Issues
We consider an order lost if the tracking information doesn't confirm delivery.
If the tracking shows no movement or appears stuck after the expected shipping duration, it might be considered lost, and you may need to initiate a claim.
Claims for orders lost-in-transit must be filed no later than 30 days from the last available tracking update.
Stolen Orders
An order is considered stolen if tracking confirms package status as "delivered," but not received
We ask that you wait 3 days from the day your package status was marked delivered before reaching out and filing your claim
Claims for stolen orders must be filed within 15 days from the date your package was marked delivered.
To file a claim, please contact our Customer Care team.
5. Promotions & Discounts
Can I use more than one discount code?
Unfortunately, we can only allow one discount code per order. If you do attempt to apply more than 1 code to your order, the best discount will be applied.
The discount code is not working.
If your discount code is not working, please get in touch with us and we’ll be happy to assist!
I forgot to apply the discount code.
Unfortunately, we are unable to retroactively apply any discounts after an order has been confirmed.
Where do I enter the discount code?
You can enter the your promo code during the checkout process!
On mobile, you may need to expand a tab during the checkout process to see the box that asks for a coupon code or gift card.
6. Returns & Exchanges
What is your return/exchange policy?
All sales are final. Due to the unique nature of our products, we are unable to offer refunds or exchanges, except in the case of damaged items. If you receive a defective product, please contact our Customer Care team within 7 days of receiving your order and provide photos of the damage.
Please note that our warehouse facility lacks a returns department, and any returned orders will not be processed.
Why are you unable to accept returns or exchanges?
The majority of our products are custom and handmade, making it impossible for us to resell returned items. Even for non-custom items, returns pose challenges due to their perishable nature or the need for special handling, making them susceptible to damage during transit.
Unfortunately, we cannot accommodate returns or exchanges for these reasons.
Note that our warehouse facility does not have a returns department, and returned orders will not be processed.
7. other
Do you have an affiliate program?
Exciting news – our affiliate program is now available through our TikTok Shop. You can apply directly there and even add our PopBox products to your showcase. We can't wait to see what we can create together!
Do you do any bulk orders?
Yes, we absolutely do! Whether you’re a company, or someone trying to design custom wedding invitations, we do it all. Please contact our Customer Care team with details about what you’re looking for or fill out this form.
I don’t like to receive the coolest promos and offers via email anymore. I want to unsubscribe.
You can unsubscribe anytime by scrolling at the bottom of the Marketing email we sent and clicking Unsubscribe. We’ll be sad to see you go!