Welcome to MystiMask Store’s FAQ page! We’re here to help you navigate your costume and dĂ©cor journey with ease. Whether you’re a cosplay pro, a Halloween enthusiast, or a party planner, find answers to common questions below. Let’s unleash your imagination together!
Product Questions
Q: What types of products do you offer?
A: We specialize in a wide range of costumes and décor, including superhero costumes, vampire outfits, steampunk gear, skeleton and skull décor, spider web decorations, and TV/movie/gaming-inspired costumes for boys and men. Each product is designed for quality and authenticity to bring your fantasies to life!
Q: Are your costumes true to size?
A: Yes! We prioritize accuracy. Our team double-checks sizes during processing. Refer to our size charts on product pages for the best fit. If you’re unsure, contact us at [email protected] for guidance.
Q: Do you offer custom or personalized costumes?
A: Currently, we focus on ready-made designs to ensure quick delivery. However, our selection is vast and inspired by popular themes—perfect for most events and cosplay needs!
Shipping and Delivery
Q: Where do you ship to?
A: We ship globally, excluding Asia and some remote areas. Based in El Paso, US, we use reliable carriers like DHL, FedEx, and EMS to reach customers in the US, Europe, and beyond.
Q: What are your shipping options and costs?
A: We offer two methods: Standard Shipping ($12.95 via DHL/FedEx, delivered in 10-15 days after shipment) and Free Shipping (for orders over $50 via EMS, delivered in 15-25 days after shipment). Processing takes 1-2 days before shipment.
Q: How can I track my order?
A: Once your order ships, we send a tracking link via email. Use it to monitor delivery updates. If you have issues, reach out to us at [email protected].
Returns and Exchanges
Q: What is your return policy?
A: We accept returns within 15 days of delivery. Items must be unused and in original packaging. Contact us to initiate a return—we want you thrilled with your purchase!
Q: How do I process a return or exchange?
A: Email [email protected] with your order details and reason for return. We’ll guide you through the steps. Note: Shipping costs for returns are the customer’s responsibility, unless the item is defective.
Payment and Account
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure and flexible checkout. Your payment information is encrypted and safe with us.
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account lets you track orders faster and access exclusive offers!
Q: What if I have a payment issue?
A: Contact us immediately at [email protected]. We’ll help resolve any problems, such as declined transactions or refund delays.
General Support
Q: How can I contact customer service?
A: Email us at [email protected] for quick assistance. We’re based at 3353 Ward Road, El Paso, US 79901, and aim to respond within 24 hours.
Q: Do you offer discounts or promotions?
A: Yes! Watch for seasonal sales and free shipping on orders over $50. Follow us on social media or sign up for newsletters to stay updated.
Thank you for choosing MystiMask Store—where every delivery brings your imagination to life! Happy costuming and decorating!