Returns Policy

Returns

If it is for our mascot quality problem or if the costume is damaged, just return it to us in its original condition within 3 days from the time you received it. 
Every purchase is backed by our 100% satisfaction guarantee. If you're not happy with your purchase, just send it back to us within 3 days from the time you received it and get your order refund. Please keep in mind that refunds are for the cost of the merchandise only and any shipping charges are not refundable, that means we have to deduct the shipping from the refund. 

If you return a costume that has been used, worn, altered, is missing items, or is without the original packaging or tag, it can't be credited back to your account. So please double-check to make sure you've included all of the pieces and packaging before you return it. We have to have this rule on returns because people buy costumes, use them for their short-term purposes and return them, so please do make sure the return costume is brand new or we can only be sorry about the refunds.

Personal Customizing Products for Return: We don't have any extra fees for personal customizing,such as color, head design, eyes, nose, mouth,logo print specific requirment,But all personal products are unreturnable, Thank you for understanding.


In order to process your return as quickly as possible, please be sure to send your return via a traceable method to the correct address. If you return the item without the ability to track the delivery and we don't receive the item, we will not be responsible for refunding the order.


Once your return has been received by us, you will get the refund on the same day.

EXCHANGE

Exchanges are only allowed when the merchandise are defective or damaged upon receipt, not as per your order or not proper size. Email us firstly because returns without a return authorization from us will not be accepted and you can get the return address. All items can only be exchanged for replacement at the equal price. Items must be returned within (14 days) of delivery and the customer is responsible for all the shipping charges during the whole exchange process.

To contact customer service for questions to obtain Return Authorization, please email us.

Cancellation Policy

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.

To cancel an order, you can get in touch with us by clicking live chat in the page or just send the E-mail to sale@shopmascot.com. The reference standard is according to the time we get your E-mail.