Welcome, brave souls, to our shipping and returns policy! While our creations are designed to terrify and delight, we understand that sometimes the unexpected happens. Fear not – we’re here to guide you through the process with spine-tingling clarity.
SHIPPING INFORMATION
Order Processing Time
Your orders are carefully prepared in our haunted workshop within 1-2 business days before being unleashed into the world.
Shipping Methods & Delivery Times
We offer two chillingly efficient shipping methods to deliver your nightmares directly to your doorstep:
Standard Shipping – $12.95
- Carriers: DHL or FedEx
- Delivery Time: 10-15 business days after shipping
- Perfect for when you need your horrors delivered with spine-chilling speed
Free Shipping
- Available on orders over $50
- Carrier: EMS
- Delivery Time: 15-25 business days after shipping
- Ideal for patient haunters building their collection of terrors
NOTE: We ship worldwide, but some Asian countries and remote locations may be excluded from delivery. If you’re unsure about your location, contact our Horror Support Team before ordering.
RETURNS & EXCHANGES
Even in our realm of eternal fright, we understand that sometimes a prop might not be as terrifying as expected, or a mask might not fit perfectly. That’s why we’ve created a returns policy that’s as straightforward as our decorations are spine-chilling.
Our Return Policy
We accept returns and exchanges within 15 days of you receiving your order. To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- Accompanied by the original receipt or proof of purchase
NON-RETURNABLE ITEMS – BEWARE!
Some of our most terrifying creations cannot be returned once unleashed from their packaging:
- Animatronics – Once these mechanical monsters have been activated, they cannot be returned to their dormant state
- Bloody / Gory Props – Due to the nature of these items and potential contamination concerns
- Opened Masks (Alien Masks, Classic Monster Masks, Clown Masks) – For hygiene reasons
- Custom or personalized items crafted specifically for your haunting needs
IMPORTANT: If you receive a damaged or defective item, contact us immediately at [email protected] and we’ll make it right!
How to Initiate a Return or Exchange
Step 1: Contact Our Horror Support Team
Email us at [email protected] with your return or exchange request. Use the template below to ensure we have all the necessary information.
Step 2: Wait for Authorization
We’ll respond within 2 business days with a Return Authorization Number and shipping instructions.
Step 3: Package and Ship Your Return
Securely package the item in its original packaging, include all accessories and documentation, and ship to:
Halloween Horror Decorations Shop
Returns Department
787 Red Dog Road
Charlotte, US 28208
USA
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:
- Credit Card/PayPal payments: 5-10 business days
- Other payment methods: 7-14 business days
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at [email protected] and follow the return process outlined above.
Return Request Template
Copy and paste the following template into your email to us:
Dear Halloween Horror Support Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return: [Product Name(s)]
Reason for Return: [Please provide details]
I have read and understand the return policy on your website.
Thank you,
[Your Full Name]
[Your Phone Number]
Remember, we’re here to help you create the perfect terrifying experience. If you have any questions about our return policy, don’t hesitate to contact our Horror Support Team at [email protected].
May all your returns be less frightening than our decorations!