Costume Castle®, Inc. FAQs

No one said, creating excellence was easy! Costume Castle Inc.® would be pleased to serve you and your needs for your theatrical production! Please find listed below a partial list of the plays, operas and musicals we have dressed with great satisfaction.

Costume Castle Inc. is dedicated to providing the best possible service to our customers. We want you to have a positive online shopping experience with us. Here are some of the most frequently asked questions:

  • How do I know if an item is in stock?
  • How do I place an order?
  • What Kind of Credit Cards do you accept?
  • How do Track my order once it's been placed?
  • Do you ship internationally?
  • After I place my order, when can I expect it?
  • How do I make changes to or cancel my order?
  • Can I Return My Order?
  • REFUSED DELIVERY?
  • Refund Policy?
How do I know if an item is in stock?

When Costume Castle® is out of stock on an item you will see that information posted under the name of the costume. Also no price for that item will be displayed. Usually when it is a costume that is out of stock we cannot reorder it until the next year. Most costume manufacturer's only make so much stock for the Halloween season.

How do I place an order?

When you find a product that you would like to order, click that item. At the bottom of the page under the picture, you will see the area that you need to fill in, in order to proceed. At this time you will be asked to register with the site. You can continue to shop until you want to go to the check out. There, you will be asked for your credit card information. We accept purchase orders from organizations provided the order is accompanied by a valid credit card number. (NOTE: Our site is secure! The padlock located at the bottom of the page on the right indicates the site is secure.) After providing your purchase order, you can then check out. After you do this, you will receive a confirmation email with a copy of your order. If at anytime you experience any problems, please give us a call at 513-831-8121.

What Kind of Credit Cards do you accept?

We accept all the major Credit cards. When you go to place your order, even though you will only see the MC and Visa Icon, you can also enter your Discover and AMEX card numbers in that credit card area and the order will still go through. Since the orders are processed manually when they are shipped, your order placement is not affected by this. You can also call our 1-800-519-6220 number and place your order with one of our friendly staff members.

How do Track my order once it's been placed?

AIR PACKAGE SHIPMENTS (Overnight, 2nd day and 3rd day) Some packages because of the size of the package will be subject to dimensional weight charges in additional to the charges that appear on the bill. Any item larger than 12 inches long are subject to these charges.

Do you ship internationally?

We do ship internationally. However, to do so, you must place your order via our store. Our telephone is 513-831-8121, Monday – Saturday 10:00 am -5:30 pm EST (note: Saturday hours are shorter during last weeks in June through August and we have extended hours during the month of October). International orders are only shipped by US Mail. Delivery takes about 7-10 days and shipping cost about $12.00-$25.00 depending on the destination.

APO/FPO Shipping

We offer FREE shipping APO/FPO Military addresses. No minimum amount. Shipment is via USPS Priority Mail.

After I place my order, when can I expect it?

Orders are shipped within 24 hours of receiving it on a business day. Business days are Monday-Friday. We ship UPS so you can choose ground shipping 2-5 days, or 3-day priority, or 2-day blue label, or overnight red label. UPS does not deliver on Saturdays or Sundays. Saturday delivery is an additional $10.00 on top of the normal shipping charges. All overnight, 2nd day or 3 day priority shipments must be received by 2:00 PM in order to be shipped the same business day. Any orders received after 2:00 PM will be shipped the following business day

Do I need special instructions for shipping and tracking my package?

Your order must include a complete street address. UPS does not ship to a P.O. Box. Once we ship your package you will receive an email from UPS with the tracking number and arrival time. You can then use this email to track your package.

How do I make changes to or cancel my order?

Our goal is to ship orders within 24 hours of receiving your order on a business day if the item is in stock. All changes or cancellations must be made before 3:00 pm on the day the order is placed, if the order was made before 3:00 pm, or 3:00 pm the next day, if the order is placed after 3:00 pm. All time is EST. That information must be called in to 513-831-8121. Then a confirming email must be sent to 467CCastle@msn.com. If these things are not done in a timely manner and the order gets shipped then you will have to go through the "Return Authorization Policy" procedure. You would also be subject to a 15% handling charge and are responsible for the shipping charges.

Can I Return My Order?

All item(s) must be returned via a traceable method with delivery confirmation to assure we receive your package.

Any orders returned with out any means of tracking or delivery confirmation will be considered an unauthorized return and we are not responsible for refunding the order if we cannot verify receipt of the return.

The Return Authorization Number (RAN) must be written clearly on the outside of the box.

Please note:

Any item returned that falls outside our normal return guidelines is subject to a minimum 15% handling charge. Please double-check that you have included all of the costume and packaging prior to mailing your return to our warehouse. This includes unauthorized refused packages.

Returns and Refunds – 10-day return policy

We have in place a 10-day return policy after you received the purchased item. You must call our business within this 10-day period if you intend to return the item. All returns are handled over the phone at 513-831-8121. Satisfaction is our priority in helping you, our customer. We do suggest that you make your purchases carefully. From October 8th thru October 31st and from December 10th thru December 29th we do have a strict no-return policy in place. ALL SALES that are placed on these days ARE FINAL. The only exception to this policy is when the wrong item is shipped and the error is on our part.

After you call 513-831-8121 concerning a return item(s), a RMA number (return authorization number) is assigned to you. This RMA number is to be placed on the outside of the box and shipped to Costume Castle®.

No return item will be accepted without an RMA number. All returns must be post-marked within 10 days after the RMA number is assigned or the returned items will be subject to a 15% restocking fee. No shipping fees are refunded in any case.

REFUSED DELIVERY

If you refuse your order without prior authorization from Costume Castle, Inc.® you will be responsible for the shipping and 15% restocking fees. The adjustment will be made when the refused delivery has been received by Costume Castle, Inc.®

NOTE:

No refund or credit will be extended for:

  • (a) returned items that are not in the original packaging and/or the packaging has been torn,
  • (b) returned items that do not include all parts,
  • (c) returned costume has been worn or torn,
  • (d) returned items have been damaged in anyway.
NON-refundable MERCHANDISE a. Undergarments
  • b. Socks and stockings
  • c. Shoes and boots
  • d. Wigs, beards, facial hair or other artificial hair
  • e. Prosthetics, fangs or fake teeth
  • f. Cosmetics
  • g. Masks
  • h. Hats
  • i. Any item that has been worn, used or altered in any way
  • j. Special order items including mascots.

If returning 3 or more items a 15% restocking fee will be charged unless they are being exchange for another item or items of equal value. On returned merchandise only the cost of those items will be refunded, not the shipping. Shipping on returned items is the buyer's responsibility.

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Store Information

  • 513-831-8121
  • costumecastleinc@yahoo.com
  • 467 Wards Corner Road
  • Building A
  • Loveland, Ohio 45140
Monday Tuesday Wednesday Thursday Friday Saturday
10:00 - 5:30pm 10:00 - 5:30pm 10:00 - 5:30pm 10:00 - 5:30pm 10:00 - 5:30pm 10:00 - 3:00pm

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Have a question or need a custom quote?

Due to the high call demands and the assisting of other clients your calls are important to us. If you leave a brief message someone will contact you to help with any questions you may have. 513 - 831 - 8121

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Contact Info

  • 513-831-8121
  • costumecastle@outlook.com
  • 467 Wards Corner Road
  • Building A
  • Loveland, Ohio 45140
  • Monday - Friday 10 - 5:30pm
  • Saturday 10 - 3:00pm