What is ShopMascot.com?
ShopMascot.com is an online mascot costume retailer operated by Changzhou Xingchuang Network Technology Co., Ltd. We have specialized in standard and custom mascot costumes since 2014.
What types of mascot costumes do you offer?
We offer mascot costumes for schools, colleges, sports teams, companies, promotions, community events, Halloween, Christmas, parties, and other occasions.
Can I order a costume already shown on your website?
Yes. You can order an existing design directly from our website and select the available size and product options.
Can you change the color or design of an existing costume?
Yes. We can modify colors, facial features, head designs, materials, clothing details, and other elements of many existing costumes.
Can you add my school, team, or company logo?
Yes. We can add a customer-provided logo or artwork to an eligible costume. You must have permission to use any logo, trademark, character, or artwork you provide.
Can you create a completely custom mascot from my artwork?
Yes. We accept fully custom orders based on drawings, photographs, character designs, reference images, or other clear design materials.
What information should I provide for a custom mascot?
Please provide clear reference images, preferred colors, logo files, required design details, wearer measurements, quantity, delivery country, and your required delivery date.
Will I confirm the custom design before production?
We will review your requirements and may ask you to confirm important design details before or during production. Please check all approved colors, logos, measurements, and design details carefully.
Will the finished color look exactly like my screen or reference image?
We try to match approved colors as closely as reasonably possible. Minor differences may occur because of screen settings, lighting, photography, material texture, and dye batches.
What payment methods do you accept?
We accept PayPal, eligible credit or debit cards, Google Pay,
and Apple Pay when these options are displayed during checkout.
Available payment methods may vary depending on your device,
browser, region, currency, eligible card, and payment provider.
Visit our
Payment Methods
page for details.
Do I need a PayPal account to pay by card?
Not necessarily. Where PayPal guest checkout is available, you
may be able to pay with an eligible credit or debit card without
creating or signing in to a PayPal account. Google Pay or Apple
Pay may also be used without a PayPal account when either option
is available during checkout.
Why can't I see Google Pay or Apple Pay during checkout?
Google Pay and Apple Pay are displayed only when they are
available for your current device, browser, region, currency,
eligible payment card, and checkout configuration. If a digital
wallet is not displayed, please select another available payment
method.
When will my order enter production?
Order preparation or production begins after payment has been
successfully confirmed and all required customization
information has been received.
Can I cancel my order?
If you cancel within 24 hours after payment and before shipment,
you may receive a full refund. After 24 hours but before
shipment, a 20% cancellation fee applies. Shipped orders cannot
be canceled. Please review our
Order Cancellation Policy
.
Can I change my order after payment?
Contact us immediately. Changes may be possible before production
or shipment, but additional production time or charges may
apply. Changes cannot be guaranteed after production has started.
Can I change my delivery address?
Contact us as soon as possible. We may update the address before
shipment, but an address normally cannot be changed after the
carrier has accepted the package.
How long does order processing take?
Regular orders normally require 3–7 business days for preparation and production. Customized orders generally require an additional 3–5 business days, for a total processing time of approximately 6–12 business days.
Is shipping time included in the processing time?
No. Processing time and shipping time are separate. The estimated delivery date includes both the applicable processing time and the selected shipping service.
Can you accept a rush order?
Rush service may be available depending on the costume, customization requirements, destination, and production schedule. Contact us before ordering so we can check availability. A requested event date is not guaranteed unless confirmed by us.
How do I choose the correct size?
Check the size information on the product page and provide accurate height and body measurements when requested. If you are unsure, contact us before ordering for assistance.
Which countries do you ship to?
We ship to the United States, Canada, the United Kingdom, Australia, many European countries, Saudi Arabia, New Zealand, and other supported destinations shown during checkout.
What shipping options are available?
Depending on the destination, we may offer free, standard, and express shipping. Available services, charges, and estimated delivery times are displayed during checkout or explained in our Delivery Policy.
How can I track my order?
After your order ships, tracking information will be sent to the email address used for the order. Tracking updates may take a short time to appear after dispatch.
Are customs duties and import taxes included?
Yes. ShopMascot uses duties-and-taxes-covered shipping arrangements. Eligible official import duties, customs taxes, import VAT, GST, and mandatory customs clearance charges are covered by ShopMascot.
What should I do if my package is held by customs?
Please cooperate with customs or the carrier and provide any requested identification, proof of purchase, product information, or clearance documents. Contact us if you need a commercial invoice or another order document.
What if customs asks me to pay an import charge?
Pay the official charge when necessary to release the package and keep the customs or carrier invoice and proof of payment. Email the documents and your order number to us so we can review and reimburse the eligible amount.
Can I refuse a package because customs requests information or payment?
Please contact us before refusing or abandoning a package. Avoidable storage, return-to-sender, disposal, penalty, or redelivery fees caused by noncooperation are not covered. Review our Customs & Import Taxes Policy.
Can I return a regular, non-personalized product?
Eligible regular products may be returned for defective or non-defective reasons. Contact us within 7 calendar days after carrier-confirmed delivery and obtain Return Authorization before sending the product.
What condition must a returned product be in?
The product must be new or only lightly tried on indoors for inspection. It must be clean, complete, undamaged, unaltered, and returned with its original tags, packaging, accessories, and components.
Can I return a costume after wearing it at an event?
No. A costume worn at an event, performance, party, promotion, photo session, or other extended activity is not eligible for a non-defective return.
Can personalized or custom-made products be returned?
Non-defective custom-made or personalized products cannot normally be returned because they are produced according to customer-approved requirements. Custom products with a verified defect, delivery damage, or ShopMascot production error remain eligible for support.
Who pays the return shipping cost?
For an eligible United States return, ShopMascot will provide a free prepaid return shipping label after the return request has been reviewed and authorized. For international returns caused by a verified defect, delivery damage, missing item, or ShopMascot production error, ShopMascot covers reasonable return shipping costs approved in advance. For eligible non-defective international returns, the customer is responsible for tracked return shipping unless we confirm otherwise or applicable law requires a different arrangement. All returns require prior authorization.
Is the return shipping prepaid?
For an eligible United States return, a free prepaid return label is included with the order. If the label is missing or cannot be used, please contact us before shipping. For an approved international return caused by a verified ShopMascot error, we will provide return instructions and cover reasonable approved return shipping costs. Non-defective international returns are normally not prepaid.
Do you charge a restocking fee?
No. We do not charge a restocking fee for an eligible return that meets the policy requirements.
Can I exchange a product?
Eligible exchange requests must be submitted within 14 calendar days after delivery. Exchanges may be available for defective, damaged, incorrect, or improperly sized products after review and authorization.
How long does a refund take?
After receiving and inspecting an approved return, we issue the refund within 48 hours. PayPal, your bank, or your card provider may require an additional 3–10 business days to display the funds.
How will I receive my refund?
Approved refunds are normally returned to the original payment method. We generally cannot send a refund to a different card or account.
What should I do if my order arrives damaged, defective, incorrect, or incomplete?
Contact us within 7 calendar days after delivery. Include your order number and clear photographs or video showing the product, packaging, shipping label, and reported problem. Review our Returns Policy for complete conditions.
Is there a guarantee on mascot costumes?
Yes. ShopMascot provides a one-year guarantee covering verified material, workmanship, supplied-component, and production-related problems, subject to the conditions and exclusions in our Guarantee Policy.
How should I clean and store my mascot costume?
Follow any care instructions supplied with the product. Unless otherwise stated, use gentle spot cleaning and allow all parts to dry completely before storage. Do not machine wash, tumble dry, or use strong chemicals unless specifically permitted.
Do you accept bulk or team orders?
Yes. Contact us with the costume design, quantity, customization requirements, destination, and required date so we can review the order and provide an appropriate quotation.
How can I contact ShopMascot?
Email us at sales@shopmascot.com,
call +1 (213) 425-8298,
or call our international number at
+86 138 1366 4778.