Custom Mascot Order Terms:
Return & Refund Policy
Every mascot we create is a bespoke, one-of-a-kind character built specifically to your brand, dimensions, and design specifications. Because these items are entirely custom-made and cannot be resold, we enforce a strict All Sales Are Final policy.
Please review the detailed terms of this policy below:
1. Finality of Sale
- No Returns or Exchanges: Once production begins, the order cannot be canceled, and completed mascots cannot be returned, exchanged, or refunded for change of mind, sizing errors due to incorrect measurements provided, or subjective aesthetic preferences.
- Non-Refundable Deposits: Any down payments or design fees required to initiate the project are strictly non-refundable, as they immediately cover initial labor, character patterning, and specialized material costs.
2. The Client Approval Safeguard
To ensure you absolutely love your character before it leaves our facility, we utilize a strict milestone approval process:
- Design & Concept Approval: Production will not begin until you sign off on the 2D character artwork/proofs/photos of existing mascot.
- Photo/Video Approval: Prior to shipping, we will provide you with high-resolution photos and/or videos of the completed mascot costume.
- The Approval: By authorizing shipment after viewing the final photos/videos, you formally accept the product as-is, confirming it meets your quality standards and design expectations.
Note on Character Performers: Custom mascots are built to the sizing specifications provided at the time of ordering. We are not responsible if the mascot does not fit a performer whose measurements differ from the original specifications agreed upon.
3. Exceptions: Damaged or Defective Items
While we do not accept returns for a change of heart, we stand behind our craftsmanship. If there is a legitimate issue with your order, it must be handled under the following strict conditions:
- Shipping Damage: If the mascot arrives damaged due to transit, you must notify us within 48 hours of delivery. You must provide clear photographic evidence of both the damaged shipping box and the damage to the costume itself so we can file a claim with the carrier.
- Manufacturing Defects: If there is a structural defect (e.g., broken zippers, failed seams, or mechanical failures in fans/cooling systems) that deviates from the approved final prototype, notify us within 7 days of delivery.
- Our Resolution: If a defect or shipping damage is verified, we will—at our discretion—either arrange and pay for the return shipping to repair the defect or ship replacement parts. We will not issue a cash refund.
4. How to Initiate a Defect/Damage Claim
If you believe your mascot has a structural defect or suffered shipping damage, please follow these steps immediately:
- Email our support team at info@starlinecostumes.com with your Order Number in the subject line.
- Provide a detailed description of the issue.
- Attach clear, well-lit photographs or a short video demonstrating the defect or damage.
Failure to notify us within the specified timeframes (48 hours for shipping damage, 7 days for defects) will constitute full and final acceptance of the product.
PAYMENT
- 50% Non-Refundable Deposit Must Be Received Before Work Will Commence; Last 50% Due Before Shipment/Release of Product.
- Payment Must Be in United States Dollars. Cashier’s Check, Money Order, Bank Wire Transfers and Pre-Approved Corporate Purchase Orders Accepted.
- Personal Or Company Checks May Require 10 Or More Banking Days To Clear.
- The Buyer Is Responsible For All Wire Transfer, Currency Exchange, Letter Of Credit, Courier Or Other Bank Or Credit Service Charges Or Fees.
Revised November 2024