Return, Refund & Cancellations

Mascot costumes on this website are made to order, and customized items are produced specifically for you. This policy explains what can be cancelled, returned, or refunded, and it distinguishes between standard products and customized / personalized products.

Cancellations Before Production Starts

You may cancel an order for a full refund as long as production has not started. Contact us as soon as possible at sale@mascotcostumeusa.com with your order number.

Cancellations After Production Has Started

Once production has started, the order enters a made-to-order workflow and materials may already be cut or assembled. At that stage an order can no longer simply be cancelled. For standard (non-customized) products we will discuss the best available option with you, which may include a partial refund or declining the cancellation. For customized products, orders generally cannot be cancelled once production has started, because the item cannot be resold.

Standard Products — Returns

Standard, non-customized items in new, unworn, and undamaged condition may be returned within 14 days of delivery. Contact us first for return instructions; returns sent without prior approval may not be accepted. Return shipping is arranged case by case.

Customized / Personalized Products

Customized products (custom colors, custom sizes, logo printing, or character modifications) are produced to your specifications and cannot be returned or exchanged simply because you changed your mind, unless the item is defective or was produced incorrectly compared to your confirmed requirements.

Wrong Size Ordered by the Customer

Choosing the wrong size does not make an item defective. Please review the size chart and height ranges on the product page before ordering. If your order arrives and the size does not fit because the measurements you provided were inaccurate or the wrong size was selected, contact us anyway — we will discuss possible options with you case by case, but we cannot guarantee a free replacement or refund in this situation.

Defective, Damaged, or Incorrect Products

If your order arrives defective, damaged, or is not the item you ordered, contact us within 7 days of delivery with your order number and clear photos (or video) showing the issue. Evidence requirements help us resolve the claim quickly with the production and logistics teams. Approved claims are handled with a replacement, repair, or refund as appropriate.

Manufacturing Issues

If a manufacturing problem appears (for example, stitching, material, or structure issues), contact us with photos as soon as you notice it. We assess each report individually and will offer a fair resolution such as repair, replacement of the affected part, or a partial/full refund.

Refund Method and Processing Time

Approved refunds are issued to the original payment method. Refunds are typically processed within 5–10 business days after the claim is approved; your bank or card provider may need additional time to post the funds.

What We Cannot Guarantee

We cannot accept returns for used or damaged-by-use items, and we cannot refund customized orders where production matched the requirements you confirmed.

Contact

To start a cancellation, return, or claim, email sale@mascotcostumeusa.com with your order number and details.

This policy is provided for general business information and should be reviewed by qualified legal counsel before launch.