Return & Exchange Polices

Dear valued customers,

Please note that buyers are responsible for covering the shipping fees for returns, except in cases of quality issues. Typically, the shipping cost ranges from 30 to 90 USD for each costume when using State Post.

If you encounter a quality problem with our mascot or if the costume arrives damaged, simply return it to us in its original condition within 7 days of receipt. We will cover the cost of return shipping. Our commitment to your satisfaction is backed by a 100% guarantee. If you are dissatisfied with your purchase, return it to us within 3 days of receipt for a full refund of the order. Kindly understand that refunds only cover the cost of the merchandise, and shipping charges are non-refundable. Therefore, we will deduct the shipping costs from the refund.

Please ensure that any returned costume is in its original condition with all components and packaging intact. Costumes that have been used, worn, altered, are missing items, or lack the original packaging or tags cannot be refunded. This policy is in place due to instances of customers buying costumes for short-term use and then returning them. We kindly request that all return costumes be brand new to facilitate refunds.

Customized Products for Return:

We do not charge extra fees for personal customization, such as color, head design, eyes, nose, mouth, or logo print-specific requirements. However, personalized products are non-returnable. We appreciate your understanding in this matter.

To expedite the return process, please utilize a traceable shipping method to the correct address. If an item is returned without tracking capability and is not received by us, we cannot be held responsible for refunding the order.

Upon receiving your return package, a refund will be processed within 48 hours.

Exchange:

Exchanges are only permitted for defective or damaged merchandise upon receipt, incorrect orders, or improper sizing. Please contact us via email for a return authorization before sending back the item. All items can only be exchanged for replacements of equal value. Items must be returned within 14 days of delivery, and the customer is responsible for all shipping charges during the exchange process.

For inquiries regarding obtaining Return Authorization, please contact customer service via email.

Cancellation Policy:

Cancellations must be requested within 24 hours to qualify for a full refund. Beyond this timeframe, a 20% fee based on the order's total cost will be applied to cancellations, even if the order has not been shipped. Orders that have already been shipped cannot be canceled and will be treated as returns.

To cancel an order, please reach out to us via live chat on our website or send an email to info@custommademascot.com. The time of your email will serve as the reference standard.

Once a cancellation is confirmed, a refund will be issued within 48 hours.

Thank you for your attention to these policies. If you have any questions, please do not hesitate to contact us.