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REFUND & RETURN RELATED FAQS




 

What does your refund and return policy mean to me?

Our refund and return policy means you can shop in confidence knowing we have one of the most liberal refund/returns policies in the business! If you purchase an item from us online and for whatever reason you need to return the item you can do so and receive a refund for the price of the merchandise provided the following conditions are met:

1. The item must be received by us within 15 days after you receive your item using a Return Merchandise Authorization (RMA) number we issue.

2. The item must meet our return criteria as stated in our return policy.

Some items of course have stricter rules on whether or not they can be returned and in what condition. For example, items such as undergarments, stockings, socks, video tapes, cd's, wigs, cosmetics, prosthetics and facial hair can only be returned if the item is still in its unopened, original factory sealed packaging (sorry - NO exceptions). Other items such as costumes or shoes must be returned in like new condition, unused, unaltered, not showing signs of wear and with all original packaging and/or pieces intact.

If an item is returned to us and falls outside these rules, it will be subject to a 15% handling and restocking charge. Note too that refunds are issued for the price of the merchandise only. We will not refund shipping or handling charges. The only exception is in a situation where we made an error in fulfillment by shipping the wrong item. If you received the wrong item, click here for more information.

We urge you to read our refund and return policy completely before making your purchase.

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Can I exchange an item for a different size?


If you need a different size than what you purchased, we suggest ordering that size immediately and then returning the wrong size item. We will issue a refund for the returned item in accordance with our refund policy. We offer a FREE Exchange Program which will pay the shipping both ways (subject to limitations). We urge you to place a new order for the correct size immediately - even before returning the wrong size item for a refund. This is because a) the new item may not be in stock by the time we receive and process your return item and b) it can take a week or more for us to process returns (sometimes longer during October and November). All returns, regardless of the reason for returning, are subject to our refund and return policy so make sure you take the time to review this material. We urge you to read our refund and return policy completely before making your purchase.

IMPORTANT NOTE. If you wish to return an item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labeling/packaging for all size costumes. In addition, it is possible that the size of the costume is CORRECT while the package labeling is incorrect.


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I ordered the wrong item. Can I exchange the item for the correct item?

If you need a different item than what you purchased, we suggest ordering that correct item immediately and then returning the wrong item. We offer a FREE Exchange Program which will pay the shipping both ways (subject to limitations). We will issue a refund for the returned item in accordance with our refund and return policy. We urge you to place a new order for the correct item immediately - even before returning the wrong item to us for a refund

This is because a) the new item may not be in stock by the time we receive and process your return item and b) it can take a week or more for us to process returns (sometimes longer during October). All returns, regardless of the reason for returning, are subject to our refund and return policy so make sure you take the time to review this material. We urge you to read our refund and return policy completely before making your purchase.

IMPORTANT NOTE. If you wish to return your item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labeling/packaging for all size costumes. In addition, it is possible that the size of the costume is CORRECT while the package labeling is incorrect.

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I purchased the same item from another source. Can I return the item I received from you?

Yes, provided you return the item to us within 15 days of when the item was delivered to you and the item meets the criteria for return as stated in our refund and return policy. We urge you to read our refund and return policy completely before making your purchase.

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I see you have a retail store near me. Can I return or exchange an item I purchased online at the store near me?

No. Our seasonal stores operate independently of our website operations. As such, purchases made online must be returned to our warehouse in accordance with our refund and return policy. Similarly, purchases made in any of our seasonal retail stores cannot be returned to our website. In fact, our seasonal stores have a strict no-return policy.




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How do I request a Return Merchandise Authorization (RMA) number?

Before you can return an item (regardless of the reason why) you have to request an RMA number from us. The process is simple (and quick) but it needs to be followed in order for your return to be recorded (and refunded). To request an Return Merchandise Authorization number, click here and follow the directions.



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I've decided I don't want the item I ordered. Can I return it?

Yes, provided you return it in accordance with our refund and return policy. Click Here for details.


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I've lost my RMA number or Confirmation Page. How can I access or reprint my RMA information?

If you have already been issued an RMA number but have misplaced or lost the RMA information, you have two options. First, you'll find all of the information you need (including your unique RMA number) contained in the email our system sent you at the time the RMA number was issued. Second, you can log into your account with us online to obtain this information and even reprint the RMA Confirmation Page if you'd like. To log into your account, click here. Once you have logged in, select the order number that contained the item(s) you received the RMA number for and then click on the Return Number link.

Here's what this page looks like:


How to Reprint an RMA

Please note that RMA numbers are issued in accordance with our Refund & Return Policy. Before returning an item, please make sure you have reviewed this policy and have confirmed your item(s) are eligible to be returned..

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