FAQ

Check the individual product listing for the exact pieces and optional accessories included with your chosen design. Review the size, color and selected options before paying. If anything is unclear, send us the product link before ordering.

Start with the size chart and options on the product page, then check the performer’s height, chest, waist, hips and foot length. Measure height without shoes and clearly label your units. Mascot size labels do not necessarily match everyday clothing sizes. See our Size Guide for measuring instructions.

Do not automatically choose a larger size. Email us the product link and exact measurements before ordering. For a shared costume, send a separate set of measurements for each performer, plus any clothing, footwear or equipment to be worn underneath. We can review your requirements against the selected design.

Yes. Every product on our website can be customized. The covered color changes, minor design adjustments or logo addition have a flat US$49.99 customization fee added to the listed product price. Send the product link, requested changes and logo placement so we can confirm the details. Major changes requiring a new design are quoted as a fully custom project. See our Customization Guide.

Yes. Send your character artwork, sketch or reference images, performer measurements, quantity, delivery country, postal code and event date. Front, side and back views are helpful. Fully custom mascots are approximately US$700; this is an estimate, and your project-specific quote depends on complexity, construction and detail. We will confirm the design, price and estimated schedule for your written approval before production. Please only send artwork you own or have permission to use.

We accept PayPal, major credit cards, Google Pay and Apple Pay, subject to the options displayed at checkout. Availability can vary by country, device, browser and payment-provider eligibility. See Payment Methods for details.

Review the currency, shipping charges and final total shown at checkout before confirming payment. A “from” price is the starting price; your selected size, options, customization and quantity determine the final price. Keep your order confirmation and any agreed quote.

Check your billing details and complete any verification requested by your bank or payment provider. Before trying again, check your order confirmation and payment record to avoid a duplicate payment. If you need help, email sale@vipmascot.com with your order number, if available, the payment method and a brief description. Please do not send full card numbers, security codes, passwords or verification codes.

Contact us as soon as possible with your order number and the exact change you need. Changes depend on the production and shipping status and are confirmed only when we reply. Design changes after approval may affect the price or schedule, and address changes may not be possible after dispatch.

Under our voluntary cancellation policy, orders canceled within 24 hours of ordering receive a full refund if they have not shipped. After 24 hours and before dispatch, a 20% cancellation fee applies, except where applicable law requires otherwise. Once shipped, please follow the return process instead. Email sale@vipmascot.com with your order number and “Cancellation Request” in the subject line; the window is measured by when we receive your email. Once cancellation is confirmed, we issue the applicable refund within 48 hours to the original payment method. Your provider may take longer to post it. See Returns & Refunds for the full conditions.

Processing normally takes 3–5 business days after payment is confirmed and all required details are received. Transit starts after dispatch.

Free Shipping — US$0: 7–10 business days in transit; estimated total 10–15 business days.
Express Shipping — US$150 per item: 5–7 business days in transit; estimated total 8–12 business days.

Express shipping shortens transit time; processing still applies. Two express-shipped items cost US$300 in shipping. Custom projects may follow a separately confirmed schedule. Business days are Monday to Friday, excluding public holidays. All delivery times are estimates. See our Shipping Policy.

We offer international shipping, subject to destination and carrier coverage. Enter your complete delivery address at checkout to see available options. Express service requires a physical street address and does not support P.O. boxes or APO/FPO military addresses. For remote locations or a destination not listed at checkout, contact us with your country and postal code before ordering.

Before ordering, send us the product link or artwork, quantity, destination country, postal code and event date. We will help review the available options and estimated timing. Mentioning an event date does not create a guaranteed arrival date. Customs, holidays, weather and carrier disruptions can affect delivery.

After dispatch, we send a shipping confirmation with tracking details. Visit Track Your Order to check your shipment. If you ordered with an account, you can also review your Order History. If you need help, email us your order number.

Tracking may not update immediately after a label is created. Contact us if you have no dispatch notification after the expected processing period, tracking remains unchanged for an extended period, or the parcel has not arrived within the estimated delivery window. If tracking says delivered but you cannot locate the parcel, contact us promptly with your order and tracking numbers so we can check with the carrier.

VIPMascot covers import duties through our reimbursement policy for all products. If customs requires payment, pay the import duties and keep the official customs invoice and proof of payment. Email these with your order number and tracking number to sale@vipmascot.com. After checking the documents, we reimburse the import duties shown on the official invoice. See Customs & Duties for the full process.

Follow the official instructions from customs or the carrier and provide the information needed for clearance. Our import-duty coverage does not remove customs inspections or clearance requirements. If you are unsure about a payment request, send us a copy of the notice, your order number and any clearance deadline so we can help you check it.

Under our voluntary policy, eligible non-personalized costumes must be sent back within 7 calendar days of delivery. Email us first for authorization and the correct return address. Items must be unused, unworn, unwashed and unaltered, with all original pieces, accessories, tags and packaging. Costumes used at an event or missing pieces do not qualify for a change-of-mind refund. See Returns & Refunds for full conditions.

Where permitted by law, items made to your individual specifications or clearly personalized cannot be returned or exchanged for a change of mind. Examples include special colors, customized features, added logos and individual measurements. A standard catalog item is not personalized simply because it is made after ordering. This exclusion does not remove your rights if an item is damaged, defective, incorrect or different from the agreed design.

Contact sale@vipmascot.com promptly with your order number, a description of the issue and photos where possible. Keep the costume and packaging while we review the problem. Please contact us before sending anything back. Change-of-mind condition requirements do not exclude claims for damage or defects present when you received the item.

Eligible size exchanges require approval, and the item must be sent back within 14 calendar days of delivery, subject to the personalized-item rules. Replacements must be of equal value. For size changes unrelated to a quality problem, the costume must be unused with its original tags, accessories and packaging. Please email us before arranging postage.

For change-of-mind returns and approved exchanges unrelated to a quality problem or an incorrect item, you pay return postage; for these exchanges, you also pay replacement shipping. For approved quality problems or items we sent incorrectly, we cover necessary return shipping and, for exchanges, replacement shipping. Contact us first to confirm the method, costs and correct return address in the United States or China. Do not automatically use the sender address on your parcel. Use tracked shipping and keep your receipt.

For eligible returns, we issue the refund within 48 hours of receiving the returned parcel, after checking it against the return requirements. Refunds go to the original payment method; your bank or provider may need additional time to show the credit. Under our voluntary change-of-mind policy, refunds cover the merchandise price, and original shipping charges are non-refundable and deducted where applicable. Any shipping deduction will be explained before you return the item. Applicable legal refund rights take priority. See Returns & Refunds.

No. Our voluntary policies do not limit mandatory rights under applicable consumer law, including longer withdrawal periods or remedies for faulty goods. Where those rights apply, they take priority over our voluntary time limits, exclusions and fees. Our Terms & Conditions explain this further. Contact us by email to request assistance or exercise a withdrawal right.