Help Page

1How to Place an Order

1. Browse our products and select the mascot costume you would like to purchase.
2. Choose the available size, style, and other product options. For a custom or personalized costume, carefully review all measurements, colors, artwork, and personalization details.
3. Add the item to your cart.
4. Sign in to your account or create a new account.
5. Enter a complete and accurate shipping address.
6. Select an available shipping method and PayPal as your payment method.
7. Review the product details, shipping method, order total, and all applicable charges before submitting payment.

We begin processing an order after payment has been confirmed. You can view your order details and order history from your account.

2Payment

We accept PayPal. You may pay with a PayPal account or, where PayPal guest checkout is available, with an eligible credit or debit card through PayPal. All payment transactions are processed by PayPal.

The final amount and currency charged will be displayed during checkout before you submit payment.

3Order Processing and Delivery

Order processing and shipping are separate stages:

• Processing time: Orders are normally processed within 3–5 business days before shipment.
• Custom items: Custom-made items may require an additional 3–5 business days of processing.
• Standard delivery: Estimated shipping time is 5–7 business days after processing. Standard delivery is free.
• Express delivery: Estimated shipping time is 2–3 business days after processing. Express shipping charges are based on package weight and are displayed at checkout.

Delivery estimates begin after processing is complete. Customs clearance, carrier delays, severe weather, holidays, or an incomplete address may affect delivery time.

4Order Tracking

After your order ships, we will send a shipment confirmation email with available tracking information. Please make sure the email address entered with your order is correct, and check your spam or junk folder if you do not see the message.

If you have not received tracking information after the applicable processing period, contact us and include your order number.

5Changes and Cancellations

• Unpaid orders: An unpaid order is not processed. No cancellation request is required.
• Standard orders: A paid standard order may be cancelled before it is dispatched. Contact us as soon as possible with your order number. A cancellation is not complete until we confirm it by email.
• Custom or personalized orders: These orders cannot be cancelled after they are placed because production is based on the specifications provided with the order.
• After dispatch: An order cannot be cancelled or its shipping address changed after dispatch. If eligible, a standard item may be returned under our Return and Refund Policy.

An approved cancellation refund is issued to the original payment method. Please allow up to 7 business days for the refund to appear in your account.

6Returns and Refunds

• Standard or non-custom items: Returns are accepted within 7 days of receipt. Items must be in their original, unused condition with all tags and packaging intact.
• How to initiate a return: Contact our customer service team at sale@wishmascot.com within the 7-day return window. Provide your order number, the reason for the return, and any relevant photos, if applicable. Wait for a Return Authorization (RA) number and return instructions before sending the item. Returns sent without an RA number may not be processed.
• Return shipping: For standard products, the customer is responsible for return shipping costs unless the return is due to a mistake on our part or a product defect. Securely pack the item in its original packaging, and ensure that the return shipment is insured and has tracking to prevent loss or damage in transit.
• Custom and personalized items: Custom-made mascot costumes are non-returnable and non-refundable unless there is a defect or error in the order. Personalized products cannot be returned unless there is a manufacturing defect or error.
• Defective or damaged items: Contact us within 7 days of receipt and provide photos and a detailed description of the issue. We will arrange a replacement or refund as appropriate.
• Refund timing: Once we receive and inspect the returned item, we will process the refund within 1–2 business days. Refunds will be issued to the original payment method used for the purchase.
• Exchanges: We do not offer direct exchanges. If you need a different size or item, follow the return process and place a new order.

7Customs Duties and Import Taxes

Orders shipped outside the United States may be subject to customs duties, import taxes, VAT, brokerage fees, or courier handling charges imposed by the destination country or carrier. Unless checkout expressly states otherwise, these charges are not included in the shipping charge shown at checkout and are the recipient’s responsibility.

Customs clearance may also delay delivery. For more information, please read our Customs and Import Tax Policy.