FAQ

No, we cannot accept manual entry payments under any circumstances. If you’re having trouble placing your order online, please give us a call at 212-627-5194 and we’ll assist you.

When you place your order, you will immediately receive an order confirmation email- this does NOT mean the order is ready, it just means we received your order! A second email will eventually be sent indicating your order is ready for pick up. If you come prior to receiving the second email, please be patient- we will do our best to fulfill your order quickly, but we may be busy assisting other customers.

Any item may be ordered online and picked up within 24 hours of placing your order (Note: this may exclude orders placed after 7 PM, EST). While we make every effort to guarantee your order is fulfilled, please understand that there is a chance those items may get picked up by another customer prior to our staff pulling them from the shelves for you. In the rare instance that this happens, we will contact you immediately.

We have two locations available for pickup:

New York

19 W 21st Street

New York, NY

10010 

 

New Jersey

1800 Route 34 

Building 300, Suite 3

Wall, NJ 07719

 

That’s ok! Once fulfilled, we will hold your order for a maximum of 45 days from the time of purchase. If the order is not picked up by then, the items will be placed back into our inventory and you will receive a store credit for the exact sale amount.

We require all customers who purchase contacts to digitally sign a contact care sheet before we fulfill the order. If you purchased contacts for delivery, please check your email for the PDF (they sometimes go to spam, so check there too!) If you can’t find it, reach out to us via email or phone and we’ll send a new one over.

For quality assurance and sanitary purposes, all sales are final. No returns, refunds, or exchanges.

If something in your shipment is damaged, defective, or missing parts, you may be eligible for an exchange or refund. Please leave the item untouched/unused and email us at [email protected] within 48 hours of receiving your package. Please include photos of any visible damages.

Once your return has been received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be applied to your original method of payment, within a certain amount of business days.

If your purchase was deemed eligible for a refund and you haven’t received it yet, we ask that you first check your bank statement and/or contact your bank directly. It may take a few business days for your refund to process. If you’ve done this already, please contact us at [email protected].

Unfortunately, we do not price match and refunds are not applicable if the item you purchased is found elsewhere for a different price. We are a small business operating in New York, we hope you understand!

Costume rentals start at $100, but most of our rentals are priced between $125 to $200. The majority of our mascot costumes are $475 to rent.

A typical rental period lasts 3 days (pick up day, the day of your event, and return day). We do offer the option to extend your rental period with an additional fee. Fees will vary depending on the item, please call for more information.

Throughout the month of October, we offer an extended rental period at no additional charge! Starting on October 1^st, you may come in to rent a costume and have until 1 week after Halloween to return it.

Rental costumes must be returned by the date on your receipt (unless otherwise specified), or you will be charged 25% of the rental price for each day until you forfeit the entire security deposit.

Unfortunately no, we spend a lot of time curating the costumes in our collection and we like to keep everything together.

Nope! You do not need to clean your costume beforehand, every costume piece is cleaned thoroughly upon return before being put back on the rack. However, your item must be returned in the same condition you received it in. Small stains are acceptable, as long as they come out. If they don’t, you will be notified of any additional cleaning fees before being charged. (Fee will be determined by staff depending on damages.)

Yes you can! To reserve a costume, you must first pay the rental fee and specify the dates you would like to pick it up / return it. The costume will be put on a hold rack until you come pick it up. You may pay the security deposit in advance, or the pick up date.

There is a cancellation fee if you decide to cancel at any time after processing the transaction. 25% of the rental fee will be deducted from your refund as a restocking fee.

Yes, a security deposit must be put down in order to rent a costume. For any rental transaction within the regular rental period (3 days), the security deposit is run as an authorization, not a charge. The security deposit amount will be processed as a hold on the card, and once the costume is returned, the hold is released within 3-7 business days. We do accept cash for security deposits, but please note that you will receive a company check back when the costume is returned, not cash.

* If your rental period is extended, the security deposit will be charged to your credit card (We do not accept debit cards for this. For American Express cards, we apply a 3% surcharge.)

For Halloween, we like to give you as much use out of your rental costume as possible. Therefore, the rental period (with some exceptions) starts October 1^st and lasts a full week after October 31st. You may reserve a costume on October 1st, and pick up any time during the month October. 

All security deposits during the month of October are charged (not authorized) to your credit card due to the extended rental period. The security deposit will be refunded in full at the time of return, as long as there is no damage or additional cleaning fees. We do accept cash for security deposits, but please note that you will receive a company check back when the costume is returned, not cash.

Hey, it happens! If you rent a costume and fall in love with it, all you have to do is give us a call at 212-627-5194. You will forfeit your security deposit, and the costume becomes yours!

Of course! We have alteration specialists in store that can help you tailor the costume to your needs. We discourage having alterations done to rental costumes outside of the store, because we alter our costumes in such a way that can be undone for the next customer (meaning, we do not cut or remove anything).

Please contact our rentals department at 212-627-5194 or email [email protected] for more information.