Welcome, fright fans and costume connoisseurs! At Halloween Mask Shop, we want every purchase to be as terrifyingly perfect as our masks. But sometimes, even the best-laid plans of monsters and men go awry. If your purchase didn’t quite meet your haunting expectations, our Returns & Exchanges policy is here to help!

Our Ghoulish Guarantee

We stand behind every creepy creation that leaves our haunted warehouse. If you’re not completely satisfied with your purchase, we’ll help make it right – because even zombies deserve satisfaction!

Return & Exchange Timeline

You have 15 days from the delivery date to request a return or exchange. That’s plenty of time to test out your new alien mask or animatronic decoration!

The Return Ritual (Step-by-Step Process)

Step 1: Contact Our Creature Feature Team

Within 15 days of receiving your order, email our support team at [email protected] with:

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for return/exchange
  • Whether you prefer refund or exchange

Step 2: Await Our Response

Our team will respond within 2 business days with a Return Authorization Number and shipping instructions. Do not send items without this authorization – we don’t want any lost souls wandering our warehouse!

Step 3: Prepare Your Package

Pack items securely in their original packaging with all tags and accessories. Include a copy of your order confirmation or packing slip.

Step 4: Ship to Our Haunted Headquarters

Send your package to:

Halloween Mask Shop – Returns
2620 Ward Road
El Paso, TX 79922
USA

Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error.

Refund Resurrection

Once we receive and inspect your returned items (typically within 5-7 business days after arrival):

  • Refund Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we process your return
  • Appearance in Your Account: 5-10 additional business days, depending on your financial institution

Original shipping costs are non-refundable, unless the return is due to our mistake.

Exchange Enchantment

Prefer a different style of terror? We offer exchanges for items of equal value. If your exchange costs more, you’ll pay the difference. If it costs less, we’ll refund the difference.

Items That Can’t Return from the Dead

Some of our most terrifying creations are FINAL SALE and cannot be returned:

  • Opened or used Bloody / Gory Props (for obvious hygiene reasons)
  • Customized or personalized items
  • Items damaged due to customer misuse or “over-enthusiastic” haunting
  • Clearance or specially marked final sale items

Return Request Template

Copy and paste this template into your email to make the process spookily simple:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]


Dear Halloween Mask Shop Creature Feature Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Item(s) to return/exchange: [List item names and quantities]

Reason for return/exchange: [Please describe the issue]

Preferred resolution: [Refund to original payment method / Exchange for (specify preferred item)]

Order Date: [Date you placed order]

Delivery Date: [Date you received order]

Thank you for your assistance!

[Your Name]

International Returns (Outside the US)

We accept returns from most countries we ship to (except restricted areas). International customers are responsible for:

  • Return shipping costs
  • Any customs fees or import duties
  • Completing any required customs documentation

Questions? Our Support Ghouls Are Here to Help!

Email: [email protected]

Address: 2620 Ward Road, El Paso, TX 79922, USA

Response Time: 1-2 business days

At Halloween Mask Shop, we believe every horror enthusiast deserves a satisfying shopping experience – even when things get a little haunted!

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