Returns and Exchanges - Continental U.S.
| How do I return or exchange merchandise if I live in the continental U.S.? |
Returns and Exchanges
Free Shipping Both Ways On All Size and Costume Exchanges!
An Exclusive Industry First:
Try our costumes truly risk free.
See below for details:
*Please note, our Free Size & Costume Exchange program is only applicable to orders shipped within the Continental United States.
Contents
- General Product Returns
- Free Size Exchanges
- Free Replacements On Shipping Errors & Damaged Goods
- Free Costume Exchanges
FREE SIZE EXCHANGES
If you received your order and have determined that you need a different size, we want to help you get the right size fast and with no additional shipping charges. To take advantage of our Free Size Exchange Program you must follow these steps:
- First, place a new order for the needed replacement item(s) online. This ensures that you receive your replacement item(s) quickly and reduces the risk that the desired item(s) may be out of stock by the time we receive your return. Please note, you will receive a credit only for any expedited ground shipping charges you may incur when placing the replacement order. Any charges above the expedited ground shipping cost will be at the customer's expense, and by following the instructions below, return shipping will be completely free as well:
FREE REPLACEMENTS ON SHIPPING ERRORS & DAMAGED GOODS
If you received your order and an item is damaged or the wrong item was shipped, we want to fix the problem for you fast, conveniently, and of course, at no additional cost to you. Please note, if the item damaged is under $15, simply give us a call and speak to one of our customer care specialists to correct the issue immediately. On all other items, please follow the steps outlined below to resolve any other issues:
- First place a new order for the needed replacement item(s) online. This ensures that you receive your replacement item(s) quickly and reduces the risk that the desired item(s) may be out of stock by the time we receive your return.
FREE COSTUME EXCHANGES
If you received your order and have determined that you would like a different costume, we want to help you get the one you love fast and with no additional shipping charges. To take advantage of our Free Costume Exchange Program you must follow these steps:
- First, place a new order for the needed replacement item(s) online. This ensures that you receive your replacement item(s)quickly and reduces the risk that the desired item(s) may be out of stock by the time we receive your return. Please note, you will receive a credit only for any expedited ground shipping charges you may incur when placing the replacement order. Any charges above the expedited ground shipping cost will be at the customer's expense.
- Go to our Returns Website at http://costumes.upsrow.com and do the following:
- Enter the order # for your original purchase that included the item you wish to exchange.
- Enter the order # for your replacement item purchase.
- Print out the prepaid UPS shipping label you will use to return your item without having to pay any return shipping fees.
- Include a copy of your original packing slip with your return, if available.
- Affix the pre-paid UPS label you received through our returns website above to the outside of the package.
- Drop off your return package at an UPS drop box or UPS store. Please refer to UPS.com to find the location nearest you.
MISSING COSTUMES/PRODUCTS
Please note, if you are missing any items from your order or you did not receive the correct accessories/products with your order, simply give us a call and a customer care specialist will correct the issue immediately.
GENERAL PRODUCT RETURNS
Costumes may only be returned, if they are unworn and in new condition with original packaging within ten (10) days of receipt. We strongly recommend that you use our online returns website at http://costumes.upsrow.com to print a prepaid label for your return shipment. Using this fast and easy tool ensures that your return package is properly tracked and delivery receipt is confirmed. When you use our pre-paid UPS shipping label, the return shipping fee of $5.99 will be deducted from the value of your returned item(s) when we process your credit.
You may also choose your own shipping method to send us your Product Returns. However, we strongly suggest that you choose a shipping method that includes the ability to track your order. We will not be held responsible for crediting your account if you cannot verify receipt of the Product Return.
All costs associated with shipping Product Returns are at the expense of the customer and are non-refundable. Once your package has been received and inspected, a credit will be issued to you for the price of the item(s) being returned. If your order was placed with a check or money order, you will receive a check.
The following accessories may only be returned if in unopened and in factory sealed packages: (including, but not limited to) make-up, hats, wigs, beards, moustaches, eyebrows, eyelashes or any other artificial hair item, teeth, undergarments including stockings, noses, CDs and video tapes. These products are NOT returnable if the package or box/bag is not factory sealed.
Returning Shoes: All shoes that are returned must be unmarked (without scuffs), unused and in new condition.
Special Order Items and all Mascot Costumes are not returnable.
Send returns to:
Costume Returns
The product return form requires the Adobe Acrobat Reader for viewing and printing. Note: Use the most current version of the reader for viewing or printing the product return form by clicking the "Adobe" link below. You will be taken to the Adobe site for download of the reader. Click here to download Adobe Reader-
Costume SuperCenter Returns Form.pdf
(875.82 KB)
