What's our Return Policy?
With an uncompromising quality, MascotsBuy.com makes every endeavor to make your shopping experience silken smooth. In any unlikely event where MascotsBuy.com could not provide you the guaranteed service or the delivered product is not in good condition or different from what you had ordered, you may return the product back to MascotsBuy.com Just make sure it is as per our return policy.
The following items are NEVER returnable:
- We don't have any extra fees for personal customizing,such as color, head design, eyes, nose, mouth,logo print specific requirment, But all personal products are unreturnable, Thank you for understanding.
- Any item that has been worn, used or altered
- Due to the seasonal nature of our merchandise, no returns will be accepted or RA numbers given for any items purchased between October 10th and October 31st, December 10 and December 31st & between February 1st and February 15th. ALL SALES ARE FINAL for anything purchased between those dates.
If an un-returnable item is returned, the item will be shipped back to you and you will be charged with the cost of shipping for sending it back.
All returns/exchanges are subject to a re-stocking fee that ranges from 5% to 35% of the product cost. To check the exact re-stocking fee that applies to your product, please contact us. Various factors determine the restocking fee. You can expect a high restocking fee in following situations:
- An event specific item and requested to be returned after the event. For example- if it is a Halloween costume and you are requesting return after Halloween
- A high value item (usually if the item is above $100) a restocking fee above 25% can be expected.
- A bulk order, with more than 5 quantity of same item or order value exceeds USD 500 in an order, expect high restocking fee.
In following cases, you can expect low restocking fee:
An absolutely new, unopened with tags, item in sealed original packing
We will NOT accept returns of items with obvious signs of use. If you return items in used condition, you will be responsible for the cost to have them shipped back to you.
EXCHANGE:
Exchanges are only allowed when the merchandise are defective or damaged upon receipt, not as per your order or not 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 the 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.
Note: Please note that refunds are for the cost of the merchandise only and return shipping charges are not refundable.
How to return the items?
Please read through our return policy to make sure your item is eligible for a refund. All returned items require RA# (Return Authorization Number).contact us within 3 days of receiving your merchandise to receive your RA#. If the return is allowed as per return policy, you will be issued a RA#. To initiate your return please include your order number, email address and the problem in all correspondence.
Once you have received the RA#, you need to send us your return through a traceable shipping method to our provided mailing address. An item returned neither with any tracking nor do we receive it, we will not be responsible for refunding the order. MascotsBuy.com. will not accept returns sent COD. Returned merchandise must be post marked within 14 days from the date you receive your RA# number. Once you have sent us the returns, please email us the shipping tracking number. RA# has to be mentioned on the package that is being sent back to MascotsBuy.com.
Note: If an item is returned without requesting RA#, the return is liable for a restocking fee.
How long will it take to receive my refund?
We generally process returns within 14 days of receiving the product. However it may take up to 30 days to complete the process during peak times.
Once a return has been approved, refund amount will be credited to the account which you used at the time of placing the order e.g. if you used credit card then the refund amount will be credited to same credit card account.
To cancel an order, you can send the E-mail to [email protected]. The reference standard is according to the time we get your E-mail.