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FAQ's

Ordering Questions


Can I order by phone?
Yes, call/text us at 801-918-2449; we’ll more than happy to walk you through the process. Our Customer Service hours are Monday to Saturday from 9:00 am to 8:00 pm MT.

Can I order online and pick-up my order?
Yes. If you live in or near Salt Lake City or are flying in, you can order online and save on shipping by entering the “LOCALPICKUP” code on the shipping page at checkout. Orders take 1-2 business days to be ready. As soon as your order is ready for pickup, we’ll send you an email. When picking up the order, you HAVE TO BRING a copy of the order.

What is your return policy?

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 7 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at thesecretcheststore@gmail.com.

Do I have to pay sales tax?
Prices shown already include sales tax.

Can I put items on hold?
Unfortunately we do not put items on hold.

Where can I find coupon codes?
You can subscribe to our newsletter to receive specials and new product information. Also we put our specials and coupon codes on Facebook & Instagram.
What forms of payment do you take?
We accept Visa, MasterCard, Discover, and American Express. You can also pay with a PayPal account.

Are you open to the public?
The Secret Chest is online only. Customers in or near Salt Lake City can order online and select enter the "LOCALPICKUP" code at checkout to pick up orders personally.

                                                         Shipping Questions


How much does shipping cost?
Shipping cost varies because it depends on product weight. The weights are as follows:

                                               

At checkout you’ll be able to see the shipping cost for every service type.

Does TheSecretChest.com ship outside the United States?
Unfortunately we only ship within the United States at this time.

Do you have all your products in-stock?
If a product is out of stock, you will see a sign next to product description that says OUT OF STOCK. It rarely happens but sometimes our inventory system doesn’t connect to our website. If this is the case, we will send you an email with a list of possible substitute items, and we will allow you to make changes to your order. Or you can call/text us at 801-918-2449 to check if an out-of-stock item will be in stock soon.