14-Day Request Window
Eligible standard, non-personalized items may be returned or exchanged when requested within 14 calendar days after delivery.
Returns, Refunds & Exchanges
A clear process when an order is not quite right.
Most TingMascot products are made to order, and some are customized for a specific customer. This policy explains when a return or exchange is available, what happens if an item arrives damaged or incorrect, and how eligible refunds are issued.
Start here Email sale@tingmascot.net within 14 calendar days after delivery and wait for return authorization before sending anything back.
Custom-Order Rules
Personalized and customer-specified items are not returnable for a change of mind, but defects and TingMascot errors remain covered.
Exchange Options
Eligible items may be exchanged for another available size or standard option, subject to inspection and stock availability.
Eligibility
What can be returned?
Return eligibility depends on whether the item was made to your specifications, its condition, and why it is being returned. Nothing in this policy limits any non-waivable consumer rights that apply in your country or region.
Standard, Non-Personalized Items
Standard items that have not been customized may be returned for a refund or exchanged if all condition requirements below are met.
Customized or Personalized Items
Items made with custom colors, logos, lettering, design changes, custom measurements, or from a customer reference are not returnable or exchangeable simply because preferences changed.
Damaged, Defective or Incorrect Items
Contact us promptly if the item arrives damaged, has a manufacturing defect, is materially different from the confirmed design, or is not the item ordered.
Return condition requirements
- Unworn other than a brief indoor fit check
- Clean, unwashed, unaltered, and free from odors, makeup, stains, hair, or other signs of use
- Returned with all included parts, accessories, tags, manuals, and original protective packaging
- Protected for international transit and sent with trackable shipping
Items we cannot accept
- Customized, personalized, or custom-sized items returned for preference or fit reasons
- Items that have been worn for an event, performance, photo shoot, promotion, or other use
- Washed, altered, repaired, incomplete, soiled, damaged through misuse, or returned without authorization
- Items clearly marked “Final Sale,” except where required by applicable law
A brief fit check is welcome: please try the costume on indoors, over clean clothing, without makeup, and only long enough to check the fit. A costume used at an event or performance is not considered unused.
Return Process
Request a return before shipping it.
Returns sent without approval may be delayed, refused, or sent to the wrong facility. Our return address may be different from the address shown on the original parcel.
Contact us
Email sale@tingmascot.net within 14 calendar days after delivery with “Return Request” or “Exchange Request” in the subject line.
Send the details
Include the order number, item name, reason for the request, preferred resolution, and clear photos when there is a product problem.
Wait for approval
We will confirm eligibility and provide the return authorization, return address, packaging guidance, and any shipping instructions.
Ship with tracking
Send the approved item within 7 calendar days after authorization and keep the receipt and tracking number until the case is complete.
The customer is responsible for the parcel until it reaches the authorized return facility. TingMascot cannot process a refund for a return that is lost in transit or sent to an unapproved address.
Exchanges
Need another size or standard option?
An eligible standard, non-personalized item may be exchanged when the request is made within 14 calendar days after delivery and the returned item passes inspection. Exchanges are subject to current availability and are not reserved until the return is approved and received.
Size or preference exchange
The customer pays the return shipping, replacement shipping, and any increase in price. Any lower price will be refunded to the original payment method.
TingMascot error
If we sent the wrong item or made a confirmed production error, we will arrange the appropriate correction or replacement without additional product or standard shipping charges.
Customized items
Customized or custom-sized items cannot be exchanged for preference or customer measurement errors. Contact us to discuss whether a paid alteration is technically possible.
Event deadlines
An exchange requires return transit, inspection, new production when applicable, and replacement transit. Arrival by a particular event date cannot be guaranteed.
Product Problems
Damaged, defective or incorrect orders
Please inspect every item shortly after delivery and contact us within 7 calendar days, or as soon as reasonably possible, if something is wrong. Prompt notice helps us verify shipping damage and resolve the issue quickly; it does not reduce rights that cannot legally be limited.
Send clear evidence
Provide the order number and photos or video showing the full item, the affected area, labels, and the shipping carton. Keep all packaging while we review the claim.
We review the cause
We may request measurements, additional images, or a simple troubleshooting check. Please do not repair, alter, discard, or return the item before receiving instructions.
Appropriate resolution
Depending on the issue, we may provide a part, repair, alteration, replacement, partial refund, or full refund, consistent with applicable law and the nature of the problem.
Minor differences caused by screen settings, lighting, photography, handmade construction, or normal fabric and faux-fur batch variation are not normally defects. A material difference from the product description or an approved custom design will be reviewed as a product problem.
Refunds & Costs
How money and shipping charges are handled
We inspect authorized returns after they arrive. If a return does not meet the approved conditions, we will contact you before deciding whether it can be rejected, returned to you at your cost, or resolved another way.
| Situation | Return Shipping | Refund or Exchange |
|---|---|---|
| Eligible change-of-mind return | Paid by the customer | Eligible item price refunded after inspection. Original shipping is not refunded except where required by applicable law. |
| Eligible size or preference exchange | Return and replacement shipping paid by the customer | Subject to availability; any price difference is charged or refunded. |
| Confirmed damage, defect or TingMascot error | TingMascot provides instructions and covers reasonable authorized standard shipping costs when a return is required | Repair, correction, replacement, partial refund, or full refund as appropriate. |
| Unauthorized, ineligible or used return | Paid by the customer | May be refused or returned to the customer at the customer’s cost. |
No restocking fees: We do not charge any restocking fees. Return shipping and other applicable shipping charges are handled as described above.
Once we have received your returned item and confirmed through inspection that it meets the return conditions, we will begin processing your refund within 1 business day. Approved refunds are issued to the original payment method. After we issue the refund, please allow approximately 5–10 business days for it to appear, depending on your bank or payment provider. This is the estimated time for the refund to appear in your account, not our refund processing start time. Exchange-rate changes and independent bank or payment-provider fees are outside TingMascot’s control.
If applicable law requires a refund of the original standard delivery charge, we will refund the amount required by law. Additional amounts paid for expedited or premium shipping are not refunded unless the service was not provided or the law requires otherwise. Follow our return instructions carefully so the parcel can be identified as returned merchandise for customs purposes.
Common Questions
Returns, refunds and exchanges FAQ
Does “made to order” mean every product is non-returnable?
No. A standard item with no customer-specific changes may still be eligible under the 14-day return conditions. An item becomes ineligible for a change-of-mind return when it is personalized or made to customer specifications, such as custom sizing, colors, logos, lettering, design changes, or a full reference-based build.
Can I exchange a costume if I selected the wrong size?
A standard, non-personalized item may be eligible for a size exchange if it is unused and the request is made within 14 calendar days after delivery. The customer pays return and replacement shipping. Custom-sized items and items made from measurements supplied by the customer are not eligible for a preference-based size exchange.
Can I return a costume after using it once?
No. A costume worn for an event, performance, promotion, photo shoot, or other use is not considered unused. A short indoor fit check over clean clothing is acceptable when all return-condition requirements are followed.
Can I send a return to the address on the parcel?
Not unless we specifically authorize that address. Returns may need to go to a different facility. Contact us first and use only the return address and instructions in our written authorization.
What if my return parcel is delayed or lost?
The customer is responsible for a preference-based return until it is delivered to the authorized facility. Use tracked shipping, keep the receipt, and consider shipping insurance. If TingMascot arranged the return for a confirmed product problem, contact us with the tracking details so we can assist.
What if local law gives me additional rights?
This policy does not exclude or limit consumer rights that cannot legally be waived. If the law that applies to your purchase provides a longer notice period or additional repair, replacement, refund, delivery-cost, or warranty rights, those legal requirements will apply.
Last updated: September 8, 2026