Custom Blocks

ShopMascot Quality Support

Product Guarantee

Every ShopMascot product includes a one-year quality guarantee, supported by our customer-service team before, during, and after your purchase.

One-Year Quality Guarantee After-Sales Support Secure Shopping

Effective date: August 25, 2026

This guarantee applies to products purchased directly from ShopMascot.com. The one-year guarantee period begins on the date the carrier confirms delivery.

Guarantee Period

One Year

Coverage begins from the confirmed delivery date.

Quality Support

Practical Solutions

Repair guidance, replacement parts, repair service, or another appropriate solution.

Claim Support

Easy to Contact

Send your order number, description, and clear photos or video.

Our Quality Promise

Mascots Made with Care

Our mascot costumes are produced with close attention to materials, construction, appearance, comfort, visibility, and movement. Each order is inspected before shipment.

Customers may select an existing website style, personalize an existing design by changing colors or adding a logo, or send original artwork for a fully custom-made mascot costume.

Whether your order is ready-to-order, modified, or fully custom-made, our team is available to provide reasonable quality-related support throughout the guarantee period.

Guarantee Coverage

What the Guarantee Covers

The one-year guarantee covers verified product-quality problems resulting from materials or workmanship under normal and intended use.

Materials and Workmanship

Verified defects in supplied materials, stitching, seams, fasteners, structural components, or workmanship that affect normal product use.

Supplied Components

Verified quality problems involving components or accessories supplied as part of the original order.

Confirmed Custom Design

A material production error that causes the delivered custom product to differ substantially from the final design requirements confirmed by the customer.

Guarantee Limitations

What Is Not Considered a Quality Defect

Unless required by applicable consumer law, the guarantee does not cover:

Normal wear and tear resulting from regular use.
Damage caused by accidents, misuse, rough handling, improper performance activity, or use outside the product’s intended purpose.
Stains, odors, moisture damage, mold, or deterioration caused by improper cleaning, drying, transportation, or storage.
Damage caused by unauthorized repairs, alterations, cutting, gluing, repainting, or replacement of original components.
Damage caused by failing to follow care, storage, ventilation, battery, fan, or accessory instructions.
An incorrect size selected by the customer when the item supplied matches the ordered size.
Errors contained in customer-provided artwork, logos, measurements, spelling, colors, or instructions that were approved before production.
Minor handmade variations in stitching, shape, placement, or measurements that do not materially affect the product.
Minor color differences caused by screen settings, lighting, photography, fabric texture, or normal dye variation.
Loss or damage occurring after delivery that is unrelated to a verified product-quality problem.

About Handmade Mascot Costumes

Mascot costumes are produced and finished by hand. Small differences may occur between products, photographs, and digital design previews. A reasonable handmade variation is not considered a defect when the product remains materially consistent with the purchased or confirmed design.

After-Sales Solutions

How We May Resolve a Covered Issue

After reviewing the order information and evidence, ShopMascot will determine an appropriate solution based on the type and severity of the verified issue. A solution may include:

Repair Guidance Instructions or technical assistance for a minor issue that can be safely corrected.

Replacement Part A suitable replacement component or accessory when appropriate and available.

Repair Service Return of the affected product or component for an approved repair.

Other Appropriate Support Replacement or another reasonable solution based on the verified circumstances.

Guarantee Claims

How to Request Guarantee Support

1. Contact Us Email sales@shopmascot.com with the subject line “Guarantee Claim.”

2. Provide Details Include your order number, customer name, delivery date, and a clear description of the problem.

3. Send Evidence Attach clear photographs or a short video showing the complete product and the affected area.

4. Follow Instructions Wait for our assessment and follow the repair, replacement-part, or return instructions provided.

Please do not return a product without receiving return instructions and authorization from ShopMascot. An unauthorized return may delay assessment or delivery.

Shipping for an Approved Quality Claim

If a verified quality problem covered by this guarantee requires the product to be returned, repaired, or replaced, ShopMascot will provide instructions and cover reasonable shipping costs approved by us in advance. Shipping costs arranged without our prior approval may not be reimbursed.

Damaged, Incorrect or Incomplete Delivery

If your order arrives damaged, incorrect, or incomplete, contact us promptly after delivery with your order number and clear photos. These requests may also be handled under our Returns Policy.

Important Policy Difference

Guarantee Claims Are Different from Returns

This Guarantee Policy covers verified product-quality problems during the one-year guarantee period.

Returns, exchanges, cancellations, change-of-mind requests, incorrect customer selections, and refund eligibility are handled separately under our Returns Policy and Order Cancellation Policy.

Customer Service Guarantee

Support Before and After Your Purchase

Our team can assist with product selection, sizing, customization, order information, delivery questions, product care, and quality-related support.

We review each request according to the order details, available evidence, product condition, applicable policies, and mandatory consumer rights.

Secure Shopping

ShopMascot uses SSL/TLS encryption to help protect information transmitted between your browser and our website. Our handling of personal information is described in our Privacy Policy.

Mandatory Consumer Rights

This guarantee provides additional ShopMascot support and does not exclude, restrict, or replace consumer rights that cannot legally be limited in your country or region.