Costumes from Halloween ExpressShop by Department (Hover Over for Menu)
Contact Us

Our Expert Advisors
are here to help!

Live Chat
Call Us! 1.859.282.5520
Send Us An Email

Hours of Operation

Mon-Fri: 10am to 6pm
Sat-Sun: 10am to 3pm
(Eastern Time Zone)

CLOSED EASTER SUNDAY

$0.00  (0 items)

 

SHIPPING & ORDERING RELATED FAQS



 

What do I do if the items I received in my shipment are not what I ordered?

If we made a mistake in the fulfillment of your order (e.g. you receive an item you did not order) CLICK HERE for information on how to correct the situation.

Back to Top of Page



 

After my order is submitted, can I make changes to it or cancel it?

Unfortunately not. Orders on our website are automatically processed and transferred to our warehouse for picking, packing and shipping within seconds of when you click on the "Confirm Order" button and your payment has been approved. This is particularly critical during the months of September and October when we receive literally thousands of orders per day and we need to get them out as fast as possible. Pulling or stopping orders once they have reached our warehouse or distribution center would require that we halt the processing of all orders submitted during that time period thus unnecessarily delaying all orders - and negatively impacting other customers. For this reason we have a strict no changes, no cancellations policy and we do everything we can to alert customers of this policy before they submit their order. Click Here to see a sample order confirmation page presented to all customers checking out.

If you make an error or you want to cancel your order after it has been submitted, we're sorry but there is nothing we can do to stop the order from shipping . You’ll need to receive the order first and then return it (in accordance with our return policy) for a refund. We are unable to refund your cost of shipping and handling if you decide you do not want an order after it has been sent to our warehouse for processing. Note too orders that are refused upon delivery will incur a 15% restocking fee.

Still not certain what this paragraph means? Once you click that "Confirm Order" button and your order is in the "Processing" Status:

  • We cannot cancel, delete or otherwise stop the order even if you only placed the order a few minutes ago.
  • We cannot alter your "Ship To" address.
  • We cannot add items to your order.
  • We cannot remove items from your order.
  • We cannot change the size selection of your order.
  • We cannot change the color selection of your order.

And finally, if you're still confused on what the above means, PLEASE DO NOT PLACE YOUR ORDER.

We strongly suggest you take an extra minute or two to carefully review your order before clicking the "Confirm Order" button. Make sure you have selected the correct shipping method, the correct "Ship To" address and have confirmed you want the items (check sizes, styles, quantities and colors) in your shopping cart.

To view a sample Checkout Confirmation page where we alert customers to the previously mentioned issues during the check out process, Click Here.



Back to Top of Page



 

Do you charge sales tax?

We charge sales tax only for orders shipped within the state of Kentucky.

Back to Top of Page




 

How can I check the status of my order?

When you place your order you will receive a confirmation email from us which provides a link to the status of your order. Click on the link in that email to view the status of your order. When your order is sent to our warehouse for fulfillment, you'll also receive an email advising you that the status of your order has changed from "ORDER RECEIVED" to "PROCESSING" (this often happens within seconds after you hit the submit button because we are online in real time with our suppliers.) Then, when your order is shipped, you will receive a third email changing the order status from "PROCESSING" to "SHIPPED". This email will also provide a tracking number (if available) and the link to the shipper’s website. Note too you can log in to your Halloween Express online account to view the status of your order at any time as well as track orders previously placed. Click Here to log into your account.

IMPORTANT NOTE: The order status emails we send are in an HTML format. Some ISP's (Internet Service Providers) will by default automatically filter out email that is sent with html code and links embedded in them (AOL is particularly bad about this). If you received your original Halloween Express account setup email (which is a text only email) but are not receiving any of the order status emails our systems send to update you on the status of your order, the problem is with your email account setup. You need to check your email filter settings (aka "SPAM" filter setting) to make sure the emails we are sending you about your order are not being filtered and/or deleted without you viewing first. Unfortunately there is nothing we can do to assist you on this.

As an alternative to using email to check the status of an order with us, we also provide customers with the ability to log into our site via their web browser. You can log into your account online with us and see the exact same information we see as it relates to your account - including the email communications we've sent to you (which you may not have received due to your service provider blocking html embedded emails).   Click Here to log into your account now.

And finally, if you've already logged into your account as directed above and are still concerned that your order may not have been processed properly or is delayed in some way, send us an EMAIL and we will research it for you. Be sure to include the name under which the order was placed as well as the date. If you have an order number, be sure to include that information as well. Please note that this process takes some time so we cannot research shipments via the phone or on Live Chat.

If you are an international customer, all questions regarding your order should be directed to Global Shopex, our international shipping service. Their customer service can be reached using this link.

Back to Top of Page




 

If I place an order today, when will I receive it?

Typically we are able to process and ship orders within two business days (often the same day), of the day you place your order. This of course depends on the time of year and order volumes. Once shipped, the timing of the delivery of your order depends on the method of shipment you chose (see delivery methods and guarantees for more details and information on shipping methods offered) as well as your location. We will ship from one of four warehouses, or if your order requires multiple shipments, your order may be shipped from multiple warehouses. Once we ship your item you will receive an email from us confirming shipment and if applicable, include a tracking number and link to the carrier’s website so you can track your order. Business days are Monday through Friday, and do not include Saturday, Sunday or holidays.


If you are an international customer, all questions regarding your order should be directed to Global Shopex, our international shipping service. Their customer service can be reached using this link.



Back to Top of Page




 

Can you ship my order internationally?

YES! We have partnered with Global Shopex, a trusted third-party to fulfill orders for our international customers. If you live outside the United States, you may purchase from our website using the Global Shopex service which is integrated with our shopping cart. Simply place any items you wish to purchase in your shopping cart and choose the "International Checkout" option which appears at the bottom of the shopping cart page. The items will automatically be transferred into the Global Shopex cart. To complete the transaction, follow the instructions on the Global Shopex website. Global Shopex customers may pay with Visa, Master Card, Amex, Discover, Diners Club, PayPal, Money Gram, Western Union & Bank Transfer. Global Shopex will process your payment and guarantee delivery. Once your order is completed, all inquires about your order should be directed to the Global Shopex Customer Service Department.

Questions regarding international shipping costs or timeframes should be directed to Global Shopex's Customer Service Department.



Back to Top of Page





 

How can I track my order?

When you place an order online with us, we will send you a total of three emails as your order goes through the process from order placement to shipping. Here is a description of each step:

  • Order Confirmation Email: This first email confirms we received your order and provides you with the specifics of your order. It is your receipt. More details about this can be found in the “How to Order” section.

  • Processing Confirmation Email: This is the second email advising your order has been successfully transmitted to our distribution center. This email indicates your order is in the picking and packing queue to be fulfilled.

  • Shipping Confirmation Email: As soon as your order leaves our warehouse, we’ll send you a third email to let you know your order is on its way. This email will include your tracking number and an online link directly to the shipper (if available).

To be certain you receive all of the emails we send you, please make sure you enter a valid email address when you place your order AND that your Junk/Bulk/Spam settings do not filter out our email notifications. Note too you can log in to your Halloween Express online account to view the status of your order as well as track orders previously placed. Click Here to log into your account. If you are concerned that your order may not have been processed properly or is delayed in some way, send us an EMAIL and we will research it for you. Be sure to include the name under which the order was placed as well as the date. If you have an order number, be sure to include that information as well. Please note that this process takes some time so we cannot research shipments via the phone or on Live Chat.

If you are an international customer, all questions regarding your order should be directed to Global Shopex, our international shipping service. Their customer service can be reached using this link.

Back to Top of Page





 

I received a partial shipment. What do I do?

Maybe nothing. There could be another shipment on the way to you. That said, it doesn't hurt to send us a communication letting us know what is missing so we can follow up. To initiate a communication to us about a partial order, CLICK HERE. Be sure to select the "MISSING ITEMS" reason option from the drop down menu. It is important too you provide us with your name, order number and a brief description of what is missing. We will follow-up with you in writing. Note that the process of checking on the status of a partial order can take more than just a few minutes so sending an email (versus Live Chat or phone call) is the most efficient method of communicating with us.

If you are an international customer, all questions regarding your order should be directed to Global Shopex, our international shipping service. Their customer service can be reached using this link.


Back to Top of Page





 

My shipment was returned to you. What can I do?

If your order was shipped to the address as stated on your order and for whatever reason that shipment was returned to us (e.g. you accidentally typed in the wrong ship to address, someone mistakenly refused it or you were away on all attempts to receive the delivery), the only thing you can do is place a new order for the same items. When a shipment is returned to us as undeliverable, we can only assume the item was refused and the shipment is set aside for refund processing. During our busy season (Sept, October) this process can take awhile - three or more weeks. Therefore if your shipment was returned to us, the fastest way to receive the merchandise is to place a new order. We will of course refund the cost of the merchandise in the first returned order assuming the merchandise is received in the same condition as when we shipped it. We treat undeliverable packages the same as we would a return (unless if the order was refused, in which case we will deduct a 15% re-stocking fee from the refund we issue). While we wish we could simply re-ship the same box back to you, the shear volume of orders we process makes doing so impractical. You will receive your order faster if you place a new order.


Back to Top of Page





 

I received my shipment but one of the items is broken or missing. What do I do?

If one (or more) of the items in your order is missing or broken, send us an email using this link with the details of your order including the Order Number. Be sure to include a description of what exactly is missing or broken. Depending upon the item we may have to ship an entirely new costume to you rather than just the component of the costume that is missing or broken. It is important to do this via email using the special link and not phone or live chat as we need specifics in writing. Please allow one business day so we can research and reply.

Claims for missing or broken items must be made in writing within ten (10) days of receipt of your order.


To send us an email about a broken or missing item, CLICK HERE. Be sure to select the appropriate reason from the drop down box.

If you are an international customer, all questions regarding your order should be directed to Global Shopex, our international shipping service. Their customer service department can be reached using this link.


Back to Top of Page





 

I received the wrong item in my order. What do I do?

If you received the wrong item in your order or there is a problem with the items you received, send us an email using this link with the details of your order including the Order Number. Be sure to include a description of what exactly is wrong. It is important to do this via email and not phone or live chat as we need specifics in writing. Please allow one business day so we can research and reply.

Claims for wrong items received must be made in writing within ten (10) days of receipt of your order.

To send us an email about receiving the wrong item, CLICK HERE. Be sure to select the appropriate reason from the drop down box.

Back to Top of Page





 

I'm not receiving any order status emails from you. Should I be concerned?

Yes you should be concerned. As with all ecommerce web sites, the primary method we use to communicate with our customers is via email. When you create an account and order something with us we have to assume that a) the email account you provided is valid and b) you're able to receive inbound emails from us. If you're not receiving emails from us, then something is potentially wrong requiring your attention.

The order status emails we send are in an HTML format. Some ISP's (Internet Service Providers) will by default automatically filter out email that is sent with photos or html code embedded in them (AOL is particularly bad about this). If you received your original Halloween Express account setup email (which is a text only email) but are not receiving any of the order status emails our systems send to update you on the status of your order, the problem is with your email account setup. You need to check your email filter settings (aka "SPAM" filter setting) to make sure the emails we are sending you about your order are not being filtered and/or deleted without you viewing first. Unfortunately there is nothing we can do to assist you on this.

As an alternative to using email to check the status of an order with us, we also provide customers with the ability to log into our site via their web browser. You can log into your account online with us and see the exact same information we see as it relates to your account - including the email communications we've sent to you (which you may not have received due to your service provider blocking html embedded emails). Click Here if you wish to log into your account now.



Back to Top of Page




 

How do I know if my order has been received OK?

The most reliable way to check to see if your order has been received is to log into your account online with us. To do this simply click on the "MY ACCOUNT" icon found in the top right hand corner of every page on our website. Once you have logged in (requires your email address + your password), you will be taken to the page in your account that shows the orders you have placed with us. If we have received an order from you, it will appear here. To see the specifics of the order, click on the "VIEW" link next to the order and you will see the order detail. Note that if your order has been received and shows up in your account, by definition your credit card has already been charged (approved).

Another means by which to determine if your order has been received by us is to check your email. Each time your order status changes, we generate an email which is sent directly from our servers to the email account you gave us when setting up your account. Upon successful completion of your order, we will send an email advising you that we have received your order setting the order status to "Order Received". Then, as soon as your order is sent to one our warehouse or distribution centers, you'll receive another email advising you of the change in status to "Processing". And finally, once your order ships, you'll receive a third email advising you of the change in status to "Shipped".

One important note here . . . In today's digital world many Internet Service Providers (ISPs) have tight filters on their email systems to block unwanted email (commonly referred to as "SPAM"). If you aren't receiving our order status emails it is highly probable that the emails we've sent are caught and/or deleted by your ISP's SPAM or Junk Email Filters. Unfortunately there is nothing we can do about this other than to make all of our customers aware of it. Usually you have some control over how tight the SPAM or Junk EMail filters are set for your particular email account, but not always. Some ISPs are worse about this than others. AOL is particularly difficult in this regard. If you have an AOL email account registered with us, we can almost guarantee that you will not receive any of these order status update emails. This is why we always recommend customers access their online account with us to check an order's status.

If you'd like to log into your HalloweenExpress.com account now,   Click Here.

Back to Top of Page





 

I live outside the United States. How can I determine what my shipping charges will be?

We have partnered with Global Shopex, a trusted third-party to fulfill orders for our international customers. If you live outside the United States, you may purchase from our website using the Global Shopex service which is integrated with our shopping cart. All questions regarding international shipping, including costs, duties, payment options and time-frames should be directed to Global Shopex. Their customer service department can be reached using this link.

Back to Top of Page




 

I'm trying to determine which shipping method I should select so my order will arrive in time for my event. Can you tell me where my order will ship from?

Yes. The Halloween Express distribution center is located in Charlotte, NC USA.

If you are an International customer, your order will ship via Global Shopex which is based in Miami, FL All questions regarding international shipping, including costs, duties, payment options and time-frames should be directed to Global Shop. Their customer service department can be reached using this link.

Back to Top of Page






 

I received an email confirming my order has been processed. When can I expect to receive the tracking number indicating my order was shipped?

Tracking numbers are posted to your online account and an email is sent once we have received confirmation from the shipper the package has been sent. These tracking numbers and emails are typically posted late each evening or very early the next morning (e.g. 2am) once the package has been shipped.

Back to Top of Page






 

How can I determine what the shipping costs for my order will be?

When you place items into your shopping cart, you'll see a shipping calculator at the bottom of the page. Simply click on the shipping calculator icon. You will be prompted to enter your Zip Code and click on the 'Calculate Shipping' button. You will then be presented with the approximate shipping costs for each shipping service level we offer. Please note that our shipping calculator works for US domestic shipments only.

If you are an international customer, all questions regarding shipping costs and/or time frames should be directed to Global Shopex, our international shipping service. Their customer service department can be reached using this link.

Back to Top of Page





 

How do I make a claim for a missed Promised Delivery date?

To make a claim for a missed Promised Delivery date simply contact our Customer Care department using the EMAIL FORM HERE (no phone calls - we need time to research the order history). Be sure to select the 'Missed Shipping Promise Date' reason from the drop down box. We will need to know your name and order number. Please allow up to 14 days for us to research the order and get back to you. Terms and conditions of our missed Promised Delivery Date refund policy can be found here.

Back to Top of Page






  ONLINE WEBSITE ORDER SUPPORT & INFORMATION RETAIL STORE LINKS AND CONTACT INFORMATION ONLINE RESOURCES
  Customer Care Help Desk
Contact Us (Website Operations)
FAQs for Ordering Online
Shipping & Delivery


My Account
Refund and Return Policy
Email Coupons & Discounts
Price Guarantee

Retail Store Locator
Contact Us (Retail Store Operations)
Buy Online Pickup In Store
About Us
Retail Store Business Offices
Franchise Information
Seasonal Employment
Affiliate Program
Halloween Countdown Banners
Site Map
See Halloween Express Reviews at Bizrate.com  Join Us On Google+  Receive Fan Only Deals Follow Us on Twitter! Shop online safely for Halloween Costumes and Costume Accessories.  Major Credit Cards Accepted  International Shipping Available!  BBB Reliability Seal