Surprise CastleReviews of surprisecastle.com

Response from Surprise CastleJun 30, 2026

Hi Brody, Thank you for your review, and we’re really sorry to hear about the issue with the CD. We want to make sure this is resolved for you. It sounds like the disc may be defective, and we’ve reached out to you by email so we can help. We’d be happy to send a free replacement or issue a full refund, whichever you prefer. We apologize for the inconvenience and appreciate you letting us know. Thank you,

Response from Surprise CastleApr 28, 2026

Hi Marynetta, Thank you for taking the time to leave a review. We’ve reviewed your order and our internal records, and at this time we haven’t found anything that aligns with the experience described here, nor any prior communication raising any concerns. We’ve reached out to you by email to better understand the details of your experience. If this review was intended for Surprise Castle, we’d be happy to look into it further and fix any issues. Thank you, Surprise Castle Team

Response from Surprise CastleDec 4, 2025

Hi Christi, Thank you for reaching out, and I’m really sorry for the frustration with the tracking updates. Your order was shipped promptly. Unfortunately, we don’t have control over USPS’s internal routing decisions, and sometimes packages move between regional facilities in ways that appear unusual. The good news is that the tracking clearly shows it is scheduled for delivery today by 9 PM. Please know we’re closely monitoring this from our side as well. If, for any reason, you don’t receive your package by Monday, we will immediately arrange a free replacement so you’re not left without your grandkid’s gift before Christmas. We’re here to help until this is fully resolved, and we truly appreciate your patience. UPDATE: The package was delivered just a few hours later on December 5th at 11:50 AM. We’re glad it arrived safely.

Response from Surprise CastleOct 21, 2025

Hi Thomas, Thank you for your review. We can confirm that your order was placed on October 15th and handed over to USPS on October 16th, within 24 hours. Once a package is in USPS’s possession, we don’t have control over their internal scanning or tracking updates — and sometimes tracking updates are delayed while items move between distribution centers. Please note that USPS Standard Shipping typically takes 2–8 business days, as outlined in our shipping policy. Based on the tracking information, your package is currently moving as expected and is scheduled to arrive on October 24th. We always ship promptly and do our best to ensure smooth delivery, but if you ever experience delays or issues, please contact us directly at [email protected] — We’re always happy to help with tracking updates, replacements, or refunds if needed. Thank you,

Response from Surprise CastleJul 16, 2025

Hi David, I sincerely apologize for the inconvenience caused by your package not arriving as expected. Your order was handed over to USPS on January 2nd, within 24 hours after it was placed. Unfortunately, USPS has not delivered it to you yet, and we do not have control over USPS. Tracking still shows that you'll receive the item within the next few days. That said, your satisfaction is our top priority. We’d be more than happy to either send you a replacement or issue a full refund—whichever you prefer. Just let us know what works best for you, and we’ll take care of it right away. If you have any further questions or concerns, feel free to reach out to us directly at [email protected]. We're happy to help. Thank you,

Response from Surprise CastleJan 16, 2025

Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience caused by your package not arriving as expected. Your order was handed over to USPS on January 7th, just two days after it was placed. Unfortunately, due to severe weather conditions caused by Winter Storms Blair and Cora, USPS has reported delays in delivery across multiple regions. These delays are beyond our control, but we understand how frustrating this situation can be. While we are unable to control USPS delays, we want to make this right for you. If you would like, we can initiate a full refund for your order. Please let us know your preference, and we’ll take immediate action. Thank you for your patience and understanding during these unforeseen circumstances. If you have any further questions or concerns, feel free to reach out to us directly at [email protected]