Returns & Refunds Policy

At MoreMascot, customer satisfaction is important to us. Because most of our mascot costumes are custom-made based on customer specifications, our return and refund policy differs from standard ready-made retail products.

Custom-Made Products

Most products sold by MoreMascot are made to order and may include custom colors, logos, sizing, or design modifications. For this reason, returns for custom-made products are generally not accepted unless there is a verified issue with the order.

Eligible Issues for Assistance

We are happy to assist if your order has any of the following issues:

Item arrived damaged during shipping
Manufacturing defect or obvious quality issue
Wrong item received
Order does not match confirmed customization details

How to Report a Problem

If you experience an issue, please contact our customer service team within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos or videos showing the problem

Email: sale@moremascot.com

Resolution Options

Depending on the situation, we may offer one of the following solutions:

Repair assistance
Replacement of defective parts or products
Partial refund
Full refund (when appropriate)

Our team will review each case individually and work toward a fair resolution.

Non-Returnable Situations

Returns or refunds may not be accepted in the following situations:

Customer requested design, size, logo, or color choices that were produced as approved
Minor variations caused by handmade production processes
Normal wear, misuse, or damage after delivery
Requests submitted outside the reporting timeframe