Returns & Refunds
Please read this section carefully to make sure you understand what our refund and return policy is. If you don't understand this policy, we urge you not to proceed with your purchase and instead, contact our Customer Care department to get your questions answered.
- The item(s) must be received at our Distribution Center warehouse in Charlotte, NC within 30 days from the day you originally received the item from us.
- The item(s) being returned must be accompanied by a valid Return Merchandise Authorization (RMA) number obtained from our website.
- Item(s) should be returned to us via a traceable shipping method (e.g. shipped via UPS ) with delivery confirmation (and all shipping costs pre-paid).
- Item(s) being returned are subject to the Product Eligibility Criteria as stated below.
- Claims for damaged merchandise, wrong items received or missing items must be made in writing within ten (10) days of receipt of your order. If you allow more than 10 days to go by after receiving your order before inspecting it and notifying us, we're unable to assist
Product Eligibility Criteria
The following items are NEVER returnable:
- Special Ordered Items, Orders for Personalized Items, Volume / Bulk Discounted Orders.
- Close out or clearance sale items which appear in our 'Clearance Corner' and/or are marked as a SALE item.
- Any item that specifically states it cannot be returned in the product description or product information page.
- Gift Cards or Credit Vouchers
- Inflatable Decorations
- Contact Lenses
- Items that have been partially refunded under the terms of our Price Guarantee.
- Any item containing a food substance.
The following items are returnable IF they are in their un-opened and un-blemished original manufacturer's packaging such that the item(s) can be re-sold in new condition:
- Socks and stockings
- Shoes & Boots (Does not apply to shoe covers, boot tops, or costume shoes designed for indoor use only or one time wear.)
- Dress patterns
- Video tapes / CD's / Catalogs
- Eye lashes
- Wigs, beards, facial hair or any other artificial hair.
- Prosthetics, fangs or any other fake teeth.
- Latex Masks
If you purchase any of the above listed items it is important you look at the item carefully to make sure it is what you ordered before opening the factory packaging. Once the packaging is opened, we cannot accept a return for the item. SORRY, NO EXCEPTIONS.
All other items not specifically listed above are eligible to be returned provided they are in new condition, are not missing any items/pieces, are returned with the original manufacturer's packaging intact (in new condition) and have not been worn, used, altered or show signs of any wear or debris (such as pet hair and stains). In all cases we reserve the right to assess a 15% restocking fee. HalloweenExpress.com shall make the sole determination as to whether or not an item qualifies under the terms of this guarantee (including whether or not we will assess a 15% restocking fee).
If an item is returned and falls outside the above criteria, we reserve the right to reject the return completely OR subject it to a 15% handling and restocking charge. Orders that are refused for delivery will be subject to a 15% handling and restocking charge. Note too that refunds are issued for the price of the merchandise ONLY and only on the credit card account number used to make the original purchase. We will not refund shipping or handling charges either direction. The only exception is in a situation where we made an error in fulfillment by shipping the wrong item. In all situations, refunds cannot be processed beyond the 120 day limitation imposed by bank card regulations. In the event we are unable to issue a refund to the original payment card method used, we reserve the right to issue a STORE CREDIT for the refund amount.
If a refund is denied based on the above criteria, we will not automatically return the item to you. Items that are denied a refund are only returned to the customer if the customer authorizes us to charge their credit card for applicable UPS return shipping fees. Otherwise, items that are not claimed within thirty (30) days will be discarded or donated depending upon the condition.
If you have any questions as to what our refund and return policy means and how it applies to your purchase, we urge you to contact our Customer Care department before making your purchase.
How to Initiate a Return
- Log into your account.
- Choose the order number that applies to the item(s) you wish to return.
- Click on "Return Items?" on the right hand side.
- Next, choose the quantity (if applicable) you wish to return.
- Select a reason from the drop down box as to why you are returning the item(s).
- Submit return request.
- Once we have reviewed your request (typically within one business day or less of when you submit the request), you will receive an email with RMA number along with the return address information.
If you have questions about this process or need assistance, give us a call at 859.282.5520 or send us an email. We'll be happy to help!
During the Halloween season of September - November it can take 2-3 weeks to process a return due to the volume of orders we're processing. If you are returning an item during this time period, please do not expect your refund to be issued instantly once we receive it. Each item has to be carefully examined to make sure it meets the above criteria. Your account will be updated with the refund information once we have processed your return and issued the credit.