Welcome, horror aficionados, to TerrorCraft Shop! We’re dedicated to delivering the most terrifyingly high-quality masks, costumes, and props right to your door. To ensure your journey into the macabre is smooth from purchase to porch, we’ve outlined our shipping and returns policies below. Read on, if you dare…
Shipping Information: How We Deliver the Horror
We work tirelessly to get your orders processed and shipped with supernatural speed. Please note the following timelines for our global shipping services (exclusions apply for Asia and some remote areas).
Order Processing:
All orders are processed within 1-2 business days after payment is confirmed. You will receive a confirmation email with your order details and tracking information once it ships.
Shipping Methods & Timelines:
We offer two methods to bring the terror to your haunt:
- Standard Shipping (Cost: $12.95)
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment.
- Free Shipping
- Carrier: EMS
- Eligibility: Available on all orders over $50.
- Delivery Time: 15-25 business days after shipment.
Please note these are estimated timelines. Delivery may occasionally be affected by factors beyond our control, such as international customs processing.
Our Returns & Exchanges Policy: When the Terror Isn’t Quite Right
At TerrorCraft Shop, we take immense pride in the quality and fright-factor of our products. However, we understand that sometimes a mask might not fit perfectly, or a prop might not be the exact shade of gory you envisioned. That’s why we offer a straightforward returns and exchanges process.
Eligibility for Return or Exchange
To be eligible for a return or exchange, your item must meet the following criteria:
- Be in its original, unused condition.
- Be in the original packaging with all tags and accessories attached.
- Be returned within 15 days of you receiving the order.
⚠️ Non-Returnable Items: A Note on Safety & Hygiene
To ensure the safety and hygiene of all our customers, we cannot accept returns on the following items once they have been removed from their original packaging or used:
- Alien Masks
- Classic Monster Masks
- Clown Masks
- Costume Wigs / Hats (if removed from packaging)
- Bloody / Gory Props that have been used (due to their nature).
How to Initiate a Return or Exchange
Follow these simple steps to start your return or exchange:
- Contact Us: Email our support team at [email protected] within 15 days of receiving your order. Include your order number and details about the product.
- Get Authorization: Our team will provide you with a Return Authorization (RA) Number and instructions on where to send your package. Do not ship anything without this number.
- Ship It Back: Pack the item securely in its original packaging, clearly write the RA Number on the outside of the box, and ship it to the address we provide.
- Inspection & Processing: Once we receive and inspect the returned item, we will process your refund or ship out your exchange item.
Return Shipping Costs
The customer is responsible for return shipping costs unless the return is due to an error on our part (e.g., we shipped the wrong item). We highly recommend using a trackable shipping service to ensure your return arrives safely at our lair.
Refund Timeline & 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 be posted to your account.
Exchanges
Need a different size or a completely different product to complete your nightmare? The process is the same as a return. Once we receive your returned item, we will ship out the new product. We will cover the shipping costs for the exchanged product to make it right.
Contact Our Support Ghouls
If you have any questions about shipping, returns, or exchanges, don’t hesitate to reach out! Our dedicated support team is here to help.
Email: [email protected]
Thank you for choosing TerrorCraft Shop. We’re here to ensure your horror experience is nothing short of spectacular!