Returns Policy

Returns

1. If it is for our mascot quality problem or if the costume is damaged, just return it to us in its original condition within 7 days from the 

time you received it. 

Every purchase is backed by our 100% satisfaction guarantee. If you're not happy with your purchase, just send it back to us within 7 days from the
time you received it and get your order refund. Please keep in mind that refunds are for the cost of the merchandise only and any shipping charges are not refundable, which means we have to deduct the shipping cost from the refund. 

If you return a costume that has been used, worn, altered, is missing items, or is without the original packaging or tag, it can't be credited back to your account. So please double-check to make sure you've included all of the pieces and packaging before you return it. We have to have this rule on returns because people buy costumes, use them for their short-term purposes and return them, so please do make sure the return costume is brand new or we can only be sorry about the refunds.

2.Personal Customizing Products for Return: We don't have any extra fees for personal customizing, such as color, head design, eyes, nose, mouth, logo print specific requirements, But all personal products are unreturnable, Thank you for understanding.

3. In order to process your return as quickly as possible, please be sure to send your return via a traceable method to the correct address. If you return the item without the ability to track the delivery and we don't receive the item, we will not be responsible for refunding the order.

4. You have to overtake the shipping fees to return the package back, We have US Address and Chinese Address to accept the returning package, It is up to your willing. Please just contact us to get the best choice of address for returning. or just return it to the address which is shipped from. Our email address is sale@vipmascot.com

Once your returning package has been received by us, you would get that refund in 48 hours. Buyers should overtake the returning shipping cost except product quality problems. And the refund will be back to the account which it paid from. 

EXCHANGE

Exchanges are only allowed when the merchandise is defective or damaged upon receipt, not as per your order or not the proper size. Email us firstly because returns without a return authorization from us will not be accepted and you can get the return address. All items can only be exchanged for replacement at an equal price. Items must be returned within (14 days) of delivery and the customer is responsible for all the shipping charges during the whole exchange process.

To contact customer service for questions to obtain Return Authorization, please email us.

Cancellation Policy

All the cancellation should be done within 24hours to make sure the cancellation for a full refund is available. Beyond the time limit of 24hours, extra fees which value 20% of the order's cost will apply to cancellations even if the order has not been shipped. For those orders that have already shipped cannot be canceled and will be treated as returns.

To cancel an order, you can get in touch with us by clicking live chat on the page or just send the E-mail to sale@vipmascot.com. The reference standard is according to the time we get your E-mail. 

Once Cancellation be confirmed. The refund would be issued within 48 hours.