The Strangers Dollface Vacuform Theme Mask

Do you accept returns?

Yes, we do! Grownups and kids alike change their minds all the time. We understand that and fully support your decision to always get the costume you want, even if you change your mind. To help you with that, we accept returns within 30 days of the original order date. Some conditions and limitations applied; Please refer to the 'Are there any conditions or limitations?' for more information.

Can I return a costume that I’ve tried on?

Absolutely. We encourage you to try your costume to see if everything fits. However, there are some factors you should consider while trying on your costumes if you want it to be returnable.

The costume you want to return should be free of:

• Any kind of odor (smoke, perfume, etc.)
• Pet hair
• Dirt
• Stains of any kind (deodorant, food, etc.)

Please be careful not to get any of that on your costume while you’re trying it on.

Are there any conditions or limitations?

Yes, some conditions and limitations apply. Make sure to carefully read this section and understand every part of it. If for any reason, you do not understand or accept our conditions, please send an inquiry before placing an order and we’ll do our best to answer it and explain everything you want to know. 

Conditions that need to be met:

# The item(s) you’d like to return need to be sent back within 30 days of the original order date.
# The Item(s) you want to return need to have a valid RMA (Return Merchandise Authorization) number that can be obtained by sending a return request. Please refer to the 'How can I start the return process?' for instructions on how to get an RMA # number.
# The item(s) cannot be stained, worn, altered, or damaged. It can’t have any signs of ever being used by anyone in any way. The returned item(s) need to be in their original packaging, with all their pieces and accessories.
# When you send us the item you want to return, you should use a shipping service that offers a tracking number and delivery confirmation. All shipping costs must be paid by the customer.

The following products are NOT qualified for return:

# Specially ordered or personalized items
# Discounted items
# Vouchers or gift cards
# Inflatable decorations
# Items with product descriptions that specifically state they can’t be returned
# Items that contain food of any kind 

The following products can be returned ONLY IF they are in original packaging and in a state in which they can be resold as new:

# Undergarment, socks, and stockings
# Shoes and boots
# Artificial hair of any kind
# Makeup and cosmetics
# Masks
# Dress patterns
# Fangs, fake teeth, and prosthetics

When any of the items listed above arrive at your doorstep, remember to thoroughly check if the item you received is exactly what you ordered prior to opening the original packaging. Unfortunately, we cannot accept any merchandise with opened packaging.

All other items that are not in the lists above can be returned if they meet certain conditions. All pieces of a certain item need to be present.

Costume Arena reserves the right to up to 50% restocking fee. Whether an item qualifies for a refund and whether the restocking fee will be charged will be decided on the conditions mentioned above.

Packages that are shipped to an incorrect/undeliverable address provided by the customer during the order process and orders that are refused for delivery will be subject to a 20% handling and restocking charge.

It’s important to state that we reimburse only the costs of merchandise and only to a credit card from which the merchandise was purchased. We do not cover shipping costs of any kind. The only time we can cover the costs of shipping is if a wrong/defective item was delivered by our fault.

In case we denied you a refund for an item you returned to us, we will not automatically send it back. We will only send it back if you are ready to pay for shipping costs. In case the item is not claimed within 30 days, we reserve the right to do with it as we please.

Can I send you back my order and exchange it for something else?

Unfortunately, we are not able to exchange any item unless it’s our fault you’ve got the wrong one. If you no longer want the item you ordered, you can return it within 30 days of the original order date for a refund and then place another order for the item you want.

How can I start the return process?

It’s very simple. All you have to do is send us an email through our Contact Us form and state the reason for your return. We will review your request as soon as possible (it usually takes one business day) and send you an email with the RMA number and return address instructions.

What should I do if my item is missing, wrong, or damaged?

We are sorry to hear your shipment is not what you’ve hoped for. Even though we strive for perfection, every now and then, mistakes will occur. We are not afraid of admitting when we are wrong and we’ll do everything in our power to rectify any mistakes done on our part.

If your item hasn’t arrived, you got the wrong one, or it’s damaged, please Contact Us stating that something went wrong with your shipment. State in as much detail as possible the problem with your shipment and include your name and order number.

We’ll respond to your inquiry and keep you informed of the steps we are taking to straighten out your order. Whatever the problem was, we’ll do our best to fix your shipment as soon as possible and to the best of our abilities.

What is your order cancellation policy?

Unfortunately, once your order is placed, we are unable to cancel it. This is due to the fact that every placed order immediately goes to our distribution centers where our workers start fulfilling them. In order to stop just one order, we would need to bring our entire operation to a halt, thus negatively impacting other customers and our business.

That’s why it’s of utmost importance to thoroughly check your order before you place it. Once you place your order, there’s nothing we can do for you until you get the shipment. Then you can send it back for a refund.

Also, once you confirm your order, you won’t be able to:

• Change your shipping address
• Add/subtract items
• Change size or color of ordered items

So please, once again, REVIEW YOUR ORDER BEFORE YOU PLACE IT.

When will I receive my refund?

We are usually able to process returns within 2 weeks of receiving them.

Please take into consideration that during the Halloween season it might take us up to 6 weeks to process a return. At that time, we usually process a high volume of orders and simply cannot fulfill your request right away. We recommend you to save your tracking information for the return. Once a refund is issued you will receive a confirmation email from us. We are grateful for your understanding.

Where do you ship your products from?

Our warehouse is in North Carolina and all orders are shipped from there.

What shipping companies do you use?

We use several different companies, but we mostly cooperate with USPS, UPS and FedEx.

When will my order be shipped?

From Monday through Friday, we usually ship orders on the same or following day during business hours. If you place an order on Saturday or Sunday, it will be shipped on Monday, unless it’s a holiday. Orders for large or bulky items, large quantity or multi-line orders, orders for props and special-order items usually take longer. The period from September through November is our busiest so it may take us up to 3 days to ship an order during that time.

Can I cancel my order?

Unfortunately, once your order is placed, we are unable to cancel it. This is due to the fact that every placed order immediately goes to our distribution centers where our workers start fulfilling them. In order to stop just one order, we would need to bring our entire operation to a halt, thus negatively impacting other customers and our business.

That’s why it’s of utmost importance to thoroughly check your order before you place it. Once you place your order, there’s nothing we can do for you until you get your item(s). Then you can send it back for a refund.

Also, once you confirm your order, you won’t be able to:

• Change your shipping address
• Add/subtract items
• Change size or color of ordered items

So please, once again, REVIEW YOUR ORDER BEFORE YOU PLACE IT.

Will I be notified when my order is shipped?

Yes, for every order we send, we also send a tracking confirmation to the email address you’ve put in the ordering form. This email will contain tracking number(s) you can use to track your order.

How much does the shipping cost?

Standard Shipping is FREE within the United States. And, Express Shipping option is available for a small cost. Right before you check out, you will be fully informed about the shipping options and their costs. Also, there is an Estimate Shipping option on each product page by which you can check the shipping cost of that particular product.

How can I check the status of my order?

You can visit Order Status page where you can check the status of your order by entering your email address and order number or with the shipment tracking number.

When will I receive my order?

It all depends on the shipping method you have selected. You can see a rough estimation for your address at the checkout. Alternately, you can use the Estimate Shipping option in product page to check the shipping cost and estimated delivery time of that particular product.

On-Time Delivery Guarantee

We are aware of the fact that you want to get your order as soon as possible and in mint condition. We want that for you as well. Because of that, we offer you On-Time Delivery Guarantee!

During the checkout, you will be able to see estimated delivery dates to your address. If your order doesn’t come to your door by the date we estimated, then we will help you with returning your item for a full refund. However, when it comes to specific events, we would appreciate if you allow a few days after the estimated date of the delivery. 

Some exceptions to our On-Time Delivery Guarantee:

• Packages delayed due to weather conditions.
• Packages delayed due to local delivery restrictions.
• Packages delayed due to incorrect shipping address provided by the customer.

How can I track my order?

When we ship your order, we will send you a confirmation email with all the necessary tracking information with which you can track your order directly from the site of the shipping company. Another way you can track your order is through our Order Status page. From Monday through Friday, you can expect to see the tracking information on the shipping company’s site 24-48 hours after we ship it. On other days, (weekends and holidays) it may take a bit longer.

My order has been shipped, but I still can't track it.

It probably hasn’t been 24-48 hours since you’ve received your shipping confirmation email.

I don't have my package but tracking shows delivered.

This could be due to several reasons. It might have been left somewhere around your home. Carefully check everywhere. It’s also a good idea to ask your neighbors, or a management office/receptionist, if they have accepted the package on your behalf. Also, please check your mailbox, parcel locker or community box for the package. If you can’t find your package anywhere, please reach out to your local post office and try to resolve the matter with them. If your local post office is unable to retrieve your package then please Contact Us.

Why is my package delayed?

Sometimes shipping companies cause delays. This can be due to a wrong address or zip code or it is determined undeliverable. Weather occasionally causes delays in delivery. If a delay is unreasonable or your package does not arrive as expected then please Contact Us.

Undeliverable packages (orders returned to us)

Sometimes, ordered packages come back to us. They are usually marked as “Unclaimed", "Return to Sender", "Attempted Unknown", "Refused", or "Invalid Street Address". In such cases, we will issue a credit to the original payment method which was used for the order, reduced by the shipping and handling fees, as well as a 20% restocking fee.

Billing address information should match what is on the credit card billing statement

For a successful order, it is crucial that the billing address matches the address you used on your Credit Card billing statement.

Does my shipping address need to be the same as my billing address?

No. When you check out, you will be required to enter your email and shipping address. After that, you will need to click on “Continue to shipping” button. Then click on “Continue to payment” button after selecting a Shipping method. On Payment page there are 2 options for the Billing address (Same as shipping address / Use a different billing address). Select one of those and that’s it.

Can my order be sent to multiple addresses?

Unfortunately, no. Only one address per order is possible. You can create several orders with different addresses if that’s what you want.

Do you ship to P.O. Box Addresses?

Yes, but that’s not an option for all items because some of them are too big for a P.O. box and they must be sent to a street address. If our system did not recognize that the address you put in is that of a P.O box, it could happen that we send the package using a shipping company that can’t do deliveries to P.O boxes. Carefully enter the box number as “PO BOX” followed by the number to ensure a proper delivery.

If you hold a private mailbox  (use a local commercial mail receiving agency), do not type "Box" for your mailbox number, instead, type # or PMB so that our system doesn’t mistake your address for a P.O box and that we can use a shipping company other than U.S. Postal Service.

Do you ship to Alaska, Hawaii, US Protectorates & APO/FPO addresses?

We are able to ship orders only to the contiguous United States at this moment. We apologize for any inconvenience this may cause.

Do you ship internationally?

We are able to ship orders only to the contiguous United States at this moment. We apologize for any inconvenience this may cause.