Contact us within 7 calendar days after confirmed delivery.
Eligible exchanges must be requested within 14 calendar days.
Approved refunds are issued within 48 hours after inspection.
We do not charge a restocking fee for eligible returns.
Before Requesting a Return
This policy applies to products purchased directly from ShopMascot.com. The applicable time period begins on the carrier-confirmed delivery date.
We accept eligible returns for both defective and non-defective regular products. Personalized or made-to-order products have special conditions because they are produced according to customer-approved specifications.
Return Policy
Eligible Returns
Items That Cannot Be Returned
What “Lightly Tried On” Means
A product may be opened and briefly tried on indoors for inspection or sizing. It must remain clean, complete, undamaged, and suitable for resale. Wearing a costume for an event, performance, extended rehearsal, commercial activity, or photo session is not considered a light try-on.
Personalized and Custom-Made Products
Personalized products include costumes made or modified according to customer instructions, such as changes to colors, head shape, eyes, nose, mouth, materials, dimensions, artwork, logos, or other design details.
Because these products are made specifically for the customer, non-defective personalized and custom-made products cannot normally be returned because of a change of mind, incorrect customer-provided measurements, or approved design preferences.
This exception does not apply when the custom product is defective, damaged during delivery, materially different from the approved design, or produced incorrectly by ShopMascot. Verified quality problems remain eligible for an appropriate repair, replacement, exchange, or refund.
Return Method and Fees
Eligible returns are accepted by mail after return authorization.
For an eligible United States return, ShopMascot will provide a prepaid return shipping label after the return request has been reviewed and authorized.
No restocking fee is charged for a return that meets this policy.
If the label is missing or cannot be used, contact us before shipping the item. We will provide return instructions or a replacement label for an eligible United States return.
Returns From Other Countries
International returns must also be authorized before shipment. For verified defects, delivery damage, missing items, or ShopMascot production errors, we will provide return instructions and cover reasonable approved return shipping costs.
For an eligible non-defective international return, the customer is responsible for tracked return shipping unless we confirm otherwise or applicable law requires a different arrangement.
How to Request a Return
Contact Us
Email us within the applicable return period before sending the product.
Provide Details
Include your order number, reason for return, and photos or video if there is a problem.
Receive Authorization
Wait for our Return Authorization and confirmed shipping instructions.
Ship With Tracking
Pack all parts securely and retain the tracking receipt until the case is completed.
Do Not Send an Unauthorized Return
Please do not send a product to an address found on the website, shipping carton, or invoice without first receiving authorization. An unauthorized shipment may be delayed, refused, or sent to the wrong facility.
Exchange Policy
Eligible exchange requests must be submitted within 14 calendar days after delivery. Contact us before returning an item because exchanges sent without authorization may not be accepted.
The product has a verified manufacturing defect or was damaged during delivery.
The item received is materially different from the product or design confirmed in the order.
The delivered size does not match the size or measurements confirmed for the order.
Refund Policy
Refund Inspection and Approval
After the returned package is delivered, we inspect the item, packaging, accessories, and return details.
If the return is approved, ShopMascot will issue the refund within 48 hours after receiving and inspecting the returned package.
When You Receive the Funds
Refunds are issued to the original payment method. We cannot normally send a refund to a different card, account, or payment method.
After the refund is issued, PayPal, your bank, or your card provider may require approximately 3–10 business days to display the funds in your account.
What Is Included in the Refund?
An approved refund includes the eligible product price, applicable original standard shipping charge, and approved return shipping cost.
An approved refund includes the eligible product price and applicable product taxes. Original expedited or paid shipping charges are not refundable unless required by law.
No restocking fee is deducted from an eligible refund. A returned product that does not meet the stated eligibility or condition requirements may be rejected after inspection, and we will contact you before closing the return.
Damaged, Defective, Incorrect, or Incomplete Orders
Contact us within 7 calendar days after delivery and include clear photos or video showing the product, shipping packaging, labels, and the reported problem.
After verification, we may provide repair guidance, replacement parts, a replacement product, an exchange, or a refund, depending on the nature of the problem. We cover reasonable approved shipping costs for verified ShopMascot quality or fulfillment errors.
Order Cancellations
Cancellation requests submitted before shipment are handled under our separate Order Cancellation Policy. After an order has shipped, it cannot be canceled and must be handled as a return after delivery.
Consumer Rights
Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country or region. Where applicable law provides greater protection, the legally required protection will apply.
Start a Return or Exchange
Email us before sending any product. Include your order number and the reason for your request.
Room 2308, Building 7, Shimao Commercial Plaza
Xinbei District, Changzhou, Jiangsu 213000
China
ShopMascot.com is operated by Changzhou Xingchuang Network Technology Co., Ltd.
Last updated: August 25, 2026