Q: 4. How long will it take to receive my order?

Standard order processing usually takes 3–5 business days . Free delivery takes approximately 7–10 business days after dispatch , giving an estimated total of 10–15 business days . Express delivery takes approximately 5–7 business days after dispatch , giving an estimated total of 8–12 business days . Customized orders generally require an additional 3–5 business days of processing. Complex custom projects follow the schedule confirmed in your quotation. If you have a fixed event date, contact us before ordering so we can review the timing.

Question 1

1. Can you create a custom mascot costume from my design?

Accepted Answer

Yes. We can create a mascot costume from your design or customize one of our existing products.

Custom sizing is free of charge. Custom colors, logo additions, and other modifications to an existing product cost an additional USD 45.99, added to the product price. Completely new designs are quoted individually.

Email your artwork or reference images, quantity, wearer measurements, delivery destination, and event deadline to sale@makemascot.com. We will confirm the available options, total price, and estimated production and delivery schedule before you order.

Question 2

2. How do I choose the right size?

Accepted Answer

Measure the wearer’s height without shoes, then check our Size Guide and the size options on your chosen product page. Body build also affects fit. If you need a custom size or plan to share the costume between several performers, contact us with their heights and relevant measurements before ordering.

Question 3

3. What is included with a mascot costume?

Accepted Answer

A standard set typically includes the mascot head, body costume, shoe covers, and hand covers. Please check the individual product description for the exact contents. Cooling fans, cooling vests, and storage bags may be available as optional accessories at an additional cost.

Question 4

4. How long will it take to receive my order?

Accepted Answer

Standard order processing usually takes 3–5 business days. Free delivery takes approximately 7–10 business days after dispatch, giving an estimated total of 10–15 business days. Express delivery takes approximately 5–7 business days after dispatch, giving an estimated total of 8–12 business days.

Customized orders generally require an additional 3–5 business days of processing. Complex custom projects follow the schedule confirmed in your quotation. If you have a fixed event date, contact us before ordering so we can review the timing.

Question 5

5. Do you ship internationally, and how much does shipping cost?

Accepted Answer

We ship to many countries and regions worldwide, including the United States, Canada, the United Kingdom, many European countries, and Australia. Free delivery and paid express delivery options are available. Express shipping charges depend on item weight and are displayed at checkout. If your destination is unavailable, contact us to confirm delivery options.

Question 6

6. Will I need to pay customs duties or import taxes?

Accepted Answer

Customs or the delivery carrier may ask you to pay these charges before releasing your package. Under our customs policy, MakeMascot covers customs duties and import taxes on eligible shipments. Keep the official itemized invoice and proof of payment, then send them to us with your order number and tracking number. We will verify the documents and arrange reimbursement. Separately listed service or other charges are reviewed individually.

Question 7

7. What payment methods do you accept?

Accepted Answer

We accept PayPal, credit and debit cards, Apple Pay, and Google Pay. The available payment options are displayed at checkout. You can place an order as a guest or sign in to your account.

For credit card orders, we send the order details to the email address you provide at checkout. Please check the details and reply as instructed. Shipment will be arranged after we receive your confirmation. A delayed reply may delay dispatch and delivery.

Question 8

8. How can I track my order?

Accepted Answer

Once your order has been dispatched, we will email you a shipping confirmation containing your tracking number. Enter this number on our Track Your Order page or use 17TRACK to view delivery updates. Please use your shipment tracking number rather than your order number. Updates may appear only after the carrier scans your package.

Question 9

9. Can I change or cancel my order after placing it?

Accepted Answer

Contact us as soon as possible if you need a change. We will check whether it can be accommodated based on the production stage; additional charges or processing time may apply.

Orders canceled within 24 hours of placement, provided they have not shipped, qualify for a full refund. After 24 hours, a cancellation fee of 20% of the order cost applies. Orders that have already shipped cannot be canceled.

Question 10

10. Do you accept returns or exchanges?

Accepted Answer

Yes, subject to our Returns Policy. Email sale@makemascot.com before sending anything back. Request a return within 7 calendar days of delivery or an exchange within 14 calendar days.

For a change-of-mind return or an exchange because you selected the wrong standard size, the costume must be unused and include all components, original packaging, and tags. You pay return shipping and, for an exchange, replacement shipping. Original shipping charges, if paid, are non-refundable. No original shipping fee is deducted from free-delivery orders.

For a confirmed defect, delivery damage, or an item or size supplied incorrectly by us, we cover authorized return shipping and replacement shipping where applicable. An approved refund includes the affected item’s price, any paid customization fee, and its original shipping charge if paid.

Personalized costumes cannot be returned or exchanged for a change of mind or incorrect measurements supplied by you. Defects, delivery damage, and differences from confirmed customization details remain covered.

Refunds are issued within 48 hours after we receive the returned package. Your payment provider may need additional time to credit the funds. Please read our Returns Policy for full details.

Frequently Asked Questions