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Returns Policy

Returns

1.If there is a quality problem with our mascot or if the costume is damaged, please return it to us in its original condition within 7 days of receiving it.
Every purchase is backed by our 100% satisfaction guarantee. If you're not happy with your purchase, simply return it to us within 7 days from the time you received it to receive a refund. Please note that refunds are for the cost of the merchandise only; shipping charges are non-refundable, which means the shipping cost will be deducted 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, we cannot issue a refund. Therefore, please ensure that all pieces and packaging are included before returning the item. This return policy is necessary because some customers purchase costumes, use them for short-term purposes, and then return them. Thus, the returned costume must be brand new for us to process the refund.

2.Personal Customizing Products for Return: We only charge 45.99 USD for personal customizations, such as color, head design, eyes, nose, mouth, logo print, or specific requirements. However, all personalized products are non-returnable. Thank you for your understanding.

3. To process your return as quickly as possible, please ensure that you 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 do not receive the item, we will not be responsible for refunding the order.

4. You are responsible for the shipping fees to return the package. We have both a US address and a Chinese address for returns, and you can choose the one that is most convenient for you. Please contact us to determine the best return address or simply return it to the address from which it was shipped. You can reach us via email at sale@vipmascot.com or call us at +86 13401532806.


Once your return package has been received by us, you will receive your refund within 48 hours. Buyers are responsible for the return shipping costs unless the return is due to a product quality issue. The refund will be credited back to the original payment method.


EXCHANGE

Exchanges are only allowed when the merchandise is defective, damaged upon receipt, not as per your order, or not the proper size. Please email us first because returns without a return authorization will not be accepted. You can obtain the return address through this contact. All items can only be exchanged for a replacement of equal value. Items must be returned within 14 days of delivery, and the customer is responsible for all shipping charges during the entire 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.

Return and Exchange Shipping Address:

Vipmascot Team

Branch No. 49, Building 13

Sanjie Renjia Community, No. 1, Sanjie Road

Jiaoxi Street Office

Jiaozhou City,Qingdao City, Shandong

China

+86 13401532806

Email : sale@vipmascot.com