Customer Service/Terms & Conditions

ORDERING:

  • Our call-in hours are from 9:00AM – 5:00PM Eastern Standard Time, Monday through Saturday.
  • There is a $15.00 minimum order requirement, (before shipping & handling) to place phone orders.

To place your order:

  • Our Toll Free number is (866) 345-2840 ext. 110.
  • Local Cincinnati residents call (513) 345-2842 ext. 110.

Orders are usually processed within 1-3 business days (no holidays).

SHIPPING:

We only ship Monday thru Friday (no holidays), and the order processing may take between 1 and 3 business days. We reserve the right to change shipping methods at any time. In the continental US, we ship via either FedEx at standard rates, or US Postal Service. Shipping charges may include a handling fee. Shipment will usually arrive within 2-5 business days, (after order is shipped), for most of the continental United States. However, THIS IS NOT A GUARANTEE.

Free Ground Shipping
Orders over $75 qualify for free ground shipping to the lower 48 United States. Offer excludes some items including but not limited to: cardboard stand-ups, candles, styrofoam products, spray paint, and artificial snow. Offer applies to in-stock items on web orders only. Offer does not apply to wholesale orders, balloon orders or local Cincinnati-area orders. If your order qualifies for free shipping, the free shipping option will be available at checkout. Please select this option and we will process your order accordingly. Expedited and premium shipping options are still available based on shipping rates. Note: Special arrangements and group orders do not qualify for free shipping. Your group shipping rates will be applied to orders accordingly. Interested in group ordering or a special contract for your business? We love taking great care of commercial customers. Contact Us to discuss how we can meet your needs.

Military addresses, Hawaii, Alaska
Orders shipped to APO/FPO Military Addresses or to Alaska or Hawaii will be shipped via the US Postal Service at published Postal rates plus up to a $5.50 handling fee.

2 Day, Overnight & Expedited Shipping
If you would like expedited shipping (second day air), or overnight shipping, there will be an additional charge depending on the weight and size of the package, and the shipping method selected.

Checkout
Our checkout is secure. A new window will open and you will be asked to submit your credit card information. If this does not happen, please turn off your pop up blockers and resubmit your order. You will have not successfully completed your order until you have received an email confirmation.

We reserve the right to change the shipping mode to provide the most efficient means for our customers.

International Shipping
We do not typically ship outside the United States and Canada. However, under special circumstances shipping to additional countries can be arranged. Please call 513-345-2842 extension 110 for assistance.

REFUSED/UNDELIVERABLE ORDERS

Shipping and handling fees are non-refundable.

Payment Methods & Pricing:
We accept Visa, MasterCard, American Express, Discover and PayPal. NO PERSONAL CHECKS ACCEPTED, or C.O.D.’S.

Pricing on our web site is kept current and up to date, but please note that pricing is subject to change without prior notice.

Halloween Return Policy
We will accept authorized returned item(s) received in our warehouse by the close of business on October 14. (See requirements below for these returns.) Sales of items that cannot be returned by close of business on October 14 are FINAL. Our regular return policy goes into effect for all items purchased after November 3.

Returns & Exchanges:
Please note there are special terms for the Halloween season. Please see “Halloween Return Policy” above. Many items (excluding wearables) can be returned within 14 days from shipment date. Refunds and/or exchanges are for the cost of the merchandise only and do not include shipping and handling charges. All returns and exchanges must be returned using the following guidelines:

  • Item(s) must be returned within 14 days of the original date of shipment from our warehouse.
  • Item(s) must be received in new and unused condition, and not missing any items of the original packaging.
  • Item(s) must be returned via a traceable method with delivery confirmation (insurance is optional and your responsibility).
  • The Return Authorization Number (RAN) must be written clearly on the outside of the box.

For returns:
Any order returned without any means of tracking or delivery confirmation will be considered an unauthorized return and we are not responsible for refunding the order if we cannot verify receipt of the return. Please double-check that you have included all of the product and packaging prior to mailing your return to our warehouse. If your authorized return is missing any of the original components, you will not be given full credit, and may possibly be unable to receive any credit.

For exchanges
If the order is returnable, you can send it back to be refunded for the cost of the items. We will then place a new order on your credit card for another size/style that is currently in stock. The primary reason for this policy is because the desired item may be out of stock by the time we receive your return and to ensure the fastest delivery of your replacement item. You are responsible for the cost of return shipping, and the shipping and handling for the original item and the replacement item. All appropriate policies apply to returned items.

  • To begin the return or exchange process, please use the Return Authorization Number (RAN) request form. Please include the following information in your message:
  • Your e-mail address; Subject: “Returns and refunds”
  • Your order number
  • A brief description of any problem with the order

We will reply to all e-mails within 1 business day. Please keep in mind that the following are never returnable or exchangeable: Masks, Wigs, Hair Spray, Makeup, Body Stockings, Legwear, Eye Lashes, Fangs or Fake Teeth.

Sizing Your Costume:
Please be advised that most costumes tend to be cut small. When not sure of the proper size, or if you are on the borderline, choose the larger costume. When purchasing for children, make sure to allow for undergarments and/or jackets. Comfort counts! Remember that you are going to have to move around, so buy a costume that allows for your particular activity or event. When in doubt, Contact Us for help or call (513) 345-2842 extension 110.

Privacy Policy:

We value your business and your privacy. Any information collected from you during the purchase process will not be sold to, leased, or given to any other person or business. Please read our privacy policy for detail.