At TerrorCraft Shop, we take pride in delivering high-quality, spine-chilling products to horror enthusiasts worldwide. However, we understand that sometimes a product might not meet your expectations. That’s why we’ve crafted a returns and exchanges policy that’s as straightforward as our masks are terrifying.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must be:

  • In its original, unused condition
  • In the original packaging with all tags attached
  • Returned within 15 days of receiving your order
Note on Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on Alien Masks, Classic Monster Masks, Clown Masks, and any Costume Wigs/Hats that have been removed from their original packaging. Additionally, Bloody/Gory Props that have been used cannot be returned due to their nature.

How to Initiate a Return or Exchange

Follow these steps to return or exchange an item:

  1. Contact our support team at [email protected] within 15 days of receiving your order. Include your order number and details about the product you wish to return or exchange.
  2. Our team will provide you with a Return Authorization Number and instructions on where to send your package.
  3. Pack the item securely in its original packaging, include the Return Authorization Number on the package, and ship it to the address provided.
  4. Once we receive and inspect your returned item, we will process your refund or exchange.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped). We recommend using a trackable shipping service to ensure your return reaches us safely.

Refund Timeline and Method

After we receive your returned item, please allow:

  • 3-5 business days for us to inspect the product and process your refund.
  • Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

Exchanges

If you need to exchange an item for a different size or product, the process is the same as a return. Once we receive your returned item, we will ship out the new product. Shipping costs for the exchanged product will be covered by us.

Return & Exchange Request Template

Use the template below to request a return or exchange via email:

Subject: Return/Exchange Request – Order #[Your Order Number] Hello TerrorCraft Shop Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Name of Product] Reason for Return/Exchange: [Please provide details] Please provide me with a Return Authorization Number and further instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Contact Us

If you have any questions about our Returns & Exchanges policy, contact our support team at [email protected].

Thank you for choosing TerrorCraft Shop. We’re here to ensure your horror experience is nothing short of spectacular—both with our products and our service!