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Frequently Asked Questions

Q: How can I change colors of the costume which i want into our colors?
A: We have all colors fabrics, It is no problem to customize our costumes in your colors. Please choose "Custom Color" in product page, then leave your sepecific color requests in order comments when you check out. If you want to fit your color more exactly, Please leave PMS code of your color in order comment when you check out.


Q: Can we remove the accessories(hat, shirt, shorts, jersey etc) of the costume?
A: All of the accessories on the costumes are removable, You can take on or off them easily. If you really don't need any of them, please leave a message in order comments saying only need the costume without accessories.


Q: How can we print our logo or other something on the costume or accessories of the costume?
A:  Please choose "Custom Color" in product page then leave your requests in order comments when you check out. then send your logo in pdf or jpg format to our email: sale@shopmascot.com.


Q: Can you customize an unique mascot costume based on our pictures for us?
A: Yes, we offer customization service for our customers, Please just send your pictures in pdf or jpg format to our email: sale@shopmascot.com. we will offer you quote in short time(about 5-12 hours)

Q: How can I place an order?
A: Select a category from the drop-down menu, browse for an item you like and select it, you are going to be redirected to the product page, where you will need to select a color, size and custom color requirements if needed.



Q:I would like to cancel my order.
A: All the cancellation should be done within 24hours to make sure the cancellation for a full refund is available. Beyond the time limit of 24hours, extra fees which values 20% of the order's cost will apply to cancellations even if the order has not been shipped. For those orders that have already shipped cannot be cancelled and will be treated as returns.



Q: Can I order by calling the service number?
A: Sorry currently we are not able to take your order by telephone. But we are working hard on bringing you the feature.



Q: What are Tell Us Your Requirements?
A: If you need Change color, add logo, add clothes, and so on. You can tell us. And you can send your requirements to our email sale@shopmascot.com

Q:Which payment options are available?

A: You can pay for your purchase with Paypal and all major Credit and Debit Card.

 

Q:How to pay with Credit or Debit Card?

A: When you go to the payment page, follow this picture and you will understand everything.


Q:Do u accept purchase order and phone order?

A:Sorry,We only accept online orders. We suggest u pay with Paypal or Credit and Debit Card.

 

Q:Do u offer W9 form?

A:Sure. If u need, Please contact us email:sale@shopmascot.com

 

Q:Is my payment secure?

A: Definitely yes! We use the highest industry standards to secure our website and the payment process. Shopmascot.com is fully PCI compliant and certified to process payments. Every bit of the information you provide to us is processed encrypted through the Secure Socket Layer (SSL).

Q: Where can I get my coupon code?
A: You can use coupon code : coupon5 when you checkout. You can get 5% discount

Q: How many times can I use the discount code?
A: Each purchase once, for as long as the promotion is active.

Q:Don't know which size to fit height or weight?

A: If you have normal body or just a thin body, Please choose size prefer your height.  If you have a fat body, Please choose bigger size than which size fit your height, or just leave your size details(height, weight, bust, waist size) in order comments when you check out. we will customize the costume to fit you perfectly.



Q: Do i have to pay more for plus size costumes?

A: Plus size service is completely free. even you want to customize it to fit you perfectly(offering size details).

Q:Which Shipping options are available?
A: We offer free shipping(15-25 business days), standard shipping(10-20 business days) and expedited shipping(7-15 business days) worldwide. 



Q:How long is the delivery time?
A: All orders must be processed before they are shipped. The total time to receive your order is splited into two parts: Processing Time (3-5 busines days) and Shipping Time.

Delivery Time = Processing time(3-5 days) + Shipping Time(according to the shipping option you selected).

So usually need at least 7-15 days for delivery even you choose expedited shipping option.  and If you choose free shipping option, usually need 20-35 days for delivery from the time you purchase it online.



Q:If i need the costume urgently, how can we get our order in time?
A: Please note your delivery date in order comments when you check out. we will expedite your order, if we could not fulfil it. will cancel your order and offer you full refund in short time. 



Q:Can I change the delivery address after the order was placed?

A: Yes, please contact our customer service, or just send your correct shipping address to our email and mark your order ID. but note that we can't change the delivery address once the shipping was already processed.