POLICY
TERMS OF SERVICE
Welcome to our website. By accessing and using this website, you agree to be bound by the following terms and conditions. Please read them carefully before placing any order.
- Services We provide custom‑designed mascot costumes, character suits and related customization services. All products are made‑to‑order according to your requirements.
- Quotation & Order Confirmation All quotations are valid for 14 days. Once you confirm the design, pay the deposit and sign off on artwork, your order will enter production. Design changes after production starts may incur extra costs and production delays.
- Payment Terms A deposit of 50%‑70% of the total order value is required to start production. The remaining balance shall be paid before shipment. Orders will not be shipped until full payment is received.
- Intellectual Property You warrant that all logos, characters, images and content you provide for customization do not infringe any third‑party copyright, trademark or intellectual‑property rights. You shall be fully responsible for any infringement disputes.
- Production Time Standard production lead‑time is 15‑30 working days, excluding shipping time. Delays caused by design revisions, material shortages or force‑majeure events are not our responsibility.
- Limitation of Liability Our liability shall not exceed the total amount you have paid for your order. We are not liable for indirect, consequential or lost‑profit damages.
- Modification of Terms We reserve the right to update these terms at any time without prior notice. Continued use of our website means you accept the revised terms.
REFUND POLICY
Because all mascot costumes are custom‑made products according to your unique requirements, our refund rules are as follows:
- Before Production Starts If you cancel your order before we begin production, you may request a refund of your paid deposit, minus any design fees and administrative costs already incurred.
- After Production Has Started Once production has commenced after your artwork approval, no cancellation or full refund is available. Custom products cannot be resold to other customers.
- Defects & Quality Issues If you receive goods with manufacturing defects confirmed by us, we offer free repair, replacement or partial compensation. We do not accept refunds for dissatisfaction with subjective colour expectations or minor differences caused by screen display.
- Shipping‑Related Losses Lost or damaged items during transit shall be handled according to the shipping carrier’s claim rules.
- Refund Processing Time Approved refunds will be processed within 7‑14 working days back to your original payment account.
PRIVACY POLICY
Your privacy is very important to us. This policy explains how we collect, use, store and protect your personal information.
- Information We Collect We may collect your name, email address, phone number, company name, shipping address, design requirements and payment‑related information when you send inquiries, fill out contact forms or place orders.
- How We Use Your Information
- To reply to your inquiries
- To process, produce and deliver your custom mascot‑costume order
- To send you order updates and production progress
- For after‑sales customer support
We will never sell, rent or share your personal data to any third parties for marketing purposes.
- Data Security We take reasonable security measures to protect your personal information against unauthorized access, loss or disclosure.
- Cookies Our website may use cookies to improve your browsing experience. You can adjust cookie settings in your browser.
- Your Rights You may contact us at any time to request access, correction or deletion of your personal data.
If you have questions about this privacy policy, please get in touch.
SHIPPING POLICY
- Production vs Shipping Time Production lead‑time is separate from shipping transit time. Shipping time begins after your mascot costume is finished and dispatched.
- Shipping Carriers We ship internationally using reliable courier services such as DHL, FedEx or other express services. We will send you a tracking number once your parcel ships out.
- Delivery Time International shipping usually takes 5‑15 working days, depending on destination country, customs clearance and local logistics conditions.
- Customs & Import Duties Import duties, taxes and customs clearance fees in your destination country are the buyer’s responsibility. We cannot predict or cover these charges.
- Undeliverable & Returned Parcels If your package is returned to us because of wrong address, recipient refusal or customs rejection, return shipping costs will be charged to the buyer.
- Loss & Damage Please inspect your package immediately upon receipt. Damage claims must be reported to us within 3 working days of delivery.