Welcome to Halloween Mask Shop’s FAQ section! We’ve gathered the most common questions from fellow horror enthusiasts to help you navigate your terrifying transformation journey. If you don’t find what you’re looking for, our creature feature support team is always ready to assist!

PRODUCT QUESTIONS

What types of products do you offer?
We specialize in everything you need to create the ultimate horror experience! Our terrifying collection includes:
  • Alien Masks & Props
  • Classic Monster Masks
  • Clown Costumes, Masks & Decorations
  • Animatronics & Animated Props
  • Bloody/Gory Props
  • Animal Props
  • Costume Accessories, Wigs, Robes & Shoes
  • Cobweb Machines
  • Christmas Decorations (with a horror twist!)
Are your masks and costumes high quality?
Absolutely! Each horrifying creation undergoes rigorous quality inspection before shipping. We ensure every mask, costume, and prop arrives in perfect, scream-inducing condition. Our products are designed to withstand multiple Halloween seasons of terror!
Do you offer size guides for costumes?
Yes! Detailed size information is available on each product page. If you need additional sizing assistance, our support team can help ensure your costume fits perfectly for maximum scare factor.

ORDERING & PAYMENT

What payment methods do you accept?
We accept all major payment methods to make your haunting purchases easy:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are securely processed to protect your information.
How long does order processing take?
Our order processing takes 1-2 business days. During this time, each item undergoes final quality inspection and careful packaging to ensure it arrives in perfect condition for your terrifying transformation.
Can I modify or cancel my order?
Order modifications or cancellations must be requested within 24 hours of placing your order. Contact us immediately at [email protected] if you need to make changes. Once your order enters the processing stage, changes may not be possible.

SHIPPING & DELIVERY

What shipping options are available?
We offer two spine-chilling shipping methods:
  • STANDARD SHIPPING – $12.95 via DHL or FedEx (10-15 days after dispatch)
  • FREE SHIPPING – Free on orders over $50 via EMS (15-25 days after dispatch)
Do you ship worldwide?
We ship nightmares worldwide from our horror headquarters in El Paso, Texas! However, we do not ship to select remote areas and certain Asian regions due to customs restrictions. If you’re unsure about your location, contact our support team before ordering.
How can I track my order?
Once your order ships, you’ll receive a tracking number via email. Watch as your package of horrors makes its way across the globe – from our haunted warehouse to your doorstep!
What about customs fees and import taxes?
All international shipments may be subject to customs fees and import taxes, which are the responsibility of the recipient. We recommend checking your country’s import regulations for costume and mask items before ordering.
I need my costume faster! What are my options?
Having a last-minute panic about your Halloween transformation? Contact our customer service team at [email protected] for expedited processing options. We’ll do everything in our power to ensure you’re the most terrifying creature at the party!

RETURNS & EXCHANGES

What is your return policy?
We accept returns within 15 days of delivery. The item must be in original, unworn condition with all packaging intact. Because even monsters deserve satisfaction guarantees!
How do I initiate a return?
Contact our support team at [email protected] with your order number and reason for return. We’ll provide instructions for returning your item and processing your refund or exchange.
What if my item arrives damaged?
If your terrifying creation arrives damaged, contact us immediately with photos of the damage. We’ll quickly resolve the issue and ensure you receive a perfect, scream-inducing replacement.
🎃 IMPORTANT NOTE: Due to the nature of our products, all returned items must be in original, sanitized condition with all original packaging. For hygiene reasons, we cannot accept returns on worn masks or costumes.

ACCOUNT & TECHNICAL SUPPORT

How do I create an account?
You can create an account during checkout or by visiting our registration page. Having an account allows you to track orders, save your favorite terrifying items, and receive exclusive offers for horror enthusiasts!
I forgot my password. What should I do?
Use the “Forgot Password” feature on the login page. We’ll send instructions to your email to reset your password and get you back to browsing our collection of nightmares.
The website isn’t working properly. What can I do?
Try refreshing the page or clearing your browser cache. If problems persist, contact our technical support team at [email protected] with details about the issue and which browser you’re using.

STILL HAVE QUESTIONS?

Our creature feature support team is here to help!

Email: [email protected]

Address: 2620 Ward Road, El Paso, US 79922

We love seeing our creations come home to their new haunts!

Halloween Mask Shop – Where Every Delivery Brings New Nightmares to Life!

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