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Customer Service

Returns and Exchanges

GENERAL PRODUCT RETURNS

Costumes may only be returned, if they are unworn and in new condition with original packaging within ten (10) days of receipt. We strongly recommend that you use our online returns website at http://costumes.upsrow.com to print a prepaid label for your return shipment. Using this fast and easy tool ensures that your return package is properly tracked and delivery receipt is confirmed. When you use our pre-paid UPS shipping label, the return shipping fee of $5.99 will be deducted from the value of your returned item(s) when we process your credit.


You may also choose your own shipping method to send us your Product Returns. However, we strongly suggest that you choose a shipping method that includes the ability to track your order. We will not be held responsible for crediting your account if you cannot verify receipt of the Product Return.


All costs associated with shipping Product Returns are at the expense of the customer and are non-refundable. Once your package has been received and inspected, a credit will be issued to you for the price of the item(s) being returned. If your order was placed with a check or money order, you will receive a check.


The following accessories may only be returned if in unopened and in factory sealed packages: (including, but not limited to) make-up, hats, wigs, beards, moustaches, eyebrows, eyelashes or any other artificial hair item, teeth, undergarments including stockings, noses, CDs and video tapes. These products are NOT returnable if the package or box/bag is not factory sealed.


Returning Shoes: All shoes that are returned must be unmarked (without scuffs), unused and in new condition.


Special Order Items and all Mascot Costumes are not returnable.


PLEASE NOTE:  If four or more pieces of one item are ordered and returned, a 15% restocking fee will apply.


FOR ORDERS OUTSIDE OF THE CONTIGUOUS UNITED STATES

Please note, for all orders shipped outside of the contiguous 48 states, you may still return your order to us for credit, but you are responsible for all shipping charges. When returning your item, we STRONGLY suggest that you use a method of shipping that includes tracking. If there is an error or the items you received were damaged, please give us a call so that we may correct the situation immediately.


Send returns to:
Costume Returns

MISSING COSTUMES/PRODUCTS

Please note, if you are missing any items from your order or you did not receive the correct accessories/products with your order, simply give us a call and a customer care specialist will correct the issue immediately.



DOWNLOAD A COPY OF OUR RETURNS FORM

Reader Download

The product return form requires the Adobe Acrobat Reader for viewing and printing. Note: Use the most current version of the reader for viewing or printing the product return form by clicking the "Adobe" link below. You will be taken to the Adobe site for download of the reader. Click here to download Adobe Reader