Frequently Asked Questions
1. What products does MascotHappy offer?
MascotHappy provides customizable mascot costumes, including animal mascots, food characters, school and sports mascots, holiday characters, and other creative designs.
2. Can I customize a mascot costume?
Yes. We can customize the size, color, logo, text, and certain design details. We can also create a mascot based on your original character or artwork.
Please email your requirements and reference images to sale@mascothappy.com before placing an order.
3. How do I choose the correct size?
Please refer to the size chart on the product page and select a size based on the performer’s height and body measurements.
If you are unsure, contact us with the performer’s height, weight, chest, waist, and hip measurements. Our recommendations are provided as guidance, so please make sure all measurements are accurate.
4. What payment methods do you accept?
Depending on availability at checkout, we accept:
- PayPal
- Major credit cards through PayPal
- Major debit cards through PayPal
- Google Pay
- Apple Pay
You may pay by credit or debit card without a PayPal account when PayPal guest checkout is available. Google Pay and Apple Pay will appear when they are supported by your device, browser, country or region, and checkout. Available payment methods may also vary by currency and transaction eligibility.
5. Is my payment information secure?
Yes. Your payment is processed securely by the payment provider you select at checkout. MascotHappy does not receive or store your full card number, wallet credentials, payment-account password, or verification code.
Your payment provider and card issuer apply their own security and authentication measures.
6. How long does production take?
Production time depends on the costume design, customization requirements, and current order volume. The estimated production time shown on the product page or confirmed by our customer-service team is an estimate rather than a guaranteed completion date.
If you need the costume for a specific event, please contact us before ordering.
7. How long does shipping take?
Shipping time depends on the destination, shipping method, customs processing, and carrier conditions. Once your order has been shipped, we will provide tracking information when available.
Production time and shipping time are calculated separately.
8. Do you ship internationally?
Yes. We ship to the United States, Canada, the United Kingdom, Europe, and many other countries and regions.
Please provide a complete and accurate shipping address, telephone number, and postal code when placing your order.
9. Will I need to pay customs duties or import taxes?
No. MascotHappy generally ships orders using DDP (Delivered Duty Paid) service. Customs duties, import taxes, and standard customs-clearance fees are included in the amount paid at checkout.
Customers normally do not need to pay additional import charges when receiving their orders. However, additional fees caused by an incorrect delivery address, failure to cooperate with customs clearance, or other circumstances attributable to the recipient may remain the customer’s responsibility.
10. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
Changes or cancellations may be possible before production begins. Once production of a customized product has started, cancellation or major changes may not be possible. Additional charges may apply to changes requested after production begins.
Please review our Cancellation Policy for complete details.
11. Can customized mascot costumes be returned?
Customized or personalized costumes normally cannot be returned simply because the customer changes their mind or provides incorrect measurements.
However, if your costume arrives damaged, defective, or materially different from the confirmed order, please contact us promptly. Your rights under applicable consumer-protection laws are not affected.
Please review our Refund Policy for eligibility requirements and instructions.
12. What should I do if my order arrives damaged or incorrect?
Please contact us promptly and provide:
- Your order number
- A clear description of the problem
- Photos of the complete costume
- Close-up photos or videos showing the issue
- Photos of the package if it was damaged during delivery
Please do not return the costume without contacting us first. We will review the information and offer an appropriate solution based on the circumstances.
13. Will the finished costume look exactly like the product photos?
We make reasonable efforts to ensure that product photographs and descriptions are accurate. However, mascot costumes are handmade, so minor differences in color, stitching, shape, measurements, or other details may occur.
Colors may also appear slightly different due to lighting, photography, material batches, and screen settings.
14. Can you reproduce a copyrighted character or logo?
Customers must own or have permission to use any logo, character, artwork, or other material submitted for customization.
MascotHappy may refuse or cancel an order if the requested design appears to infringe a third party’s copyright, trademark, or other intellectual-property rights.
15. How should I clean and store my mascot costume?
Cleaning instructions depend on the materials and construction of the costume. In general:
- Spot-clean the costume using a soft cloth and mild detergent
- Do not machine-wash rigid heads or structural parts
- Allow all parts to dry completely before storage
- Store the costume in a clean, dry, and ventilated place
- Keep it away from heat, moisture, and direct sunlight
Contact us if you need cleaning advice for a specific costume.
16. How can I use a mascot costume safely?
Mascot costumes may restrict visibility, hearing, and movement. Performers should use the costume with appropriate supervision, take regular breaks, remain hydrated, and avoid stairs, traffic, fire, extreme heat, and other hazardous environments.
17. How can I contact MascotHappy?
If you have questions about a product, customization, payment, shipping, or an existing order, please contact us:
Email:
sale@mascothappy.com
Tel/WhatsApp: +86 138 0611 5416
Address: Unit I15, 2/F, Bldg. 9, Lane 4, Xincheng East Rd., Jiekou Subdistrict, Conghua District, Guangzhou 510999, Guangdong, China
Website:
https://www.mascothappy.com/
When contacting us about an existing order, please include your order number.