GREATMASCOT · CUSTOMER CARE
Our commitments to your order
From confirming your costume details to helping after delivery, GreatMascot is committed to accurate orders, clear communication, and practical support when something goes wrong. Here is what you can expect when you shop with us.
1. Product and Order Accuracy
We make your costume to match its product description and the specifications confirmed for your order. Before dispatch, we check the finished product against those requirements.
For custom orders, please review the agreed design, colors, measurements, lettering, and included components carefully. If we provide a design proof or specification for approval, check it before confirming.
Screen settings, lighting, and handmade production can cause minor differences in appearance. These differences do not excuse manufacturing defects or material departures from your product description or confirmed specifications.
2. Clear Communication Before and During Production
Most GreatMascot products are made to order. Production normally takes 3–5 working days after payment is confirmed and the details needed to make your order have been agreed. Complex customization may require more time.
Tell us about important event dates before ordering so we can discuss the schedule. Production and delivery times are estimates. If we become aware of a delay, we will contact you with an update.
If you request a change after confirmation, we will explain any effect on the price or schedule and obtain your agreement before proceeding with the change. Contact us promptly, as changes may not be possible once production or shipping has progressed.
3. Payments Through PayPal
Payments are processed through PayPal. Eligible credit or debit card options, including guest checkout where available, are offered by PayPal on its payment screen. Availability depends on your location and the transaction; payment without a PayPal account is not available for every order.
PayPal handles your payment details under its own terms and privacy policy. GreatMascot receives transaction information needed to confirm payments and manage orders, but we do not store full card numbers or card security codes. Please do not email us card numbers, security codes, or payment passwords.
See our Payment Methods page for more information.
4. Respect for Your Personal Information
We are committed to handling your personal information responsibly. Contact details, delivery information, and custom-order instructions help us process your purchase and provide support. Information needed for payment or delivery may be shared with the services involved in fulfilling your order.
Our Privacy Policy explains how we handle personal information and how to contact us about your privacy rights. For a question or request about your information, email sale@greatmascot.com with the subject “Privacy Request”.
5. Help with Defects, Damage, or an Incorrect Order
Inspect your costume promptly after delivery. Please report an apparent manufacturing defect, shipping damage, or an incorrect item within 3 calendar days of receipt. Email us with:
- Your order number and a description of the problem.
- Clear photos or videos showing the issue, where available.
- Photos of the packaging and shipping label if the parcel arrived damaged. Keep the packaging while we review the issue.
We will review your request within 3 working days and let you know if we need more information. For a verified issue, we normally prioritize replacement, reproduction, or reshipment. If replacement is not feasible, we will arrange an approved refund. Any other remedy required by applicable law remains available.
Contact us before sending anything back. If a return is needed, we will provide the approved return address and instructions. Our registered office is not automatically a return address.
Approved refunds are issued through the original PayPal payment within 3 working days after approval. Your bank or payment provider may need additional time to show the credit. See our Returns & Refunds policy for the full procedure and applicable cost arrangements.
6. Clear Cancellation Terms
You may cancel within 24 hours of placing your order for a full refund. Email us your order number and cancellation request as soon as possible.
After 24 hours, cancellation depends on the production stage. If cancellation is possible, a charge may apply for work already completed; we will explain the amount and its basis before processing it. After that 24-hour period, an order already in production or shipping may no longer be cancellable under our store policy.
7. Contact GreatMascot
For help before ordering or after delivery, contact us with your order number, if available, and a brief description of what you need.
Email our team
Email: sale@greatmascot.com
Phone: +86 13407581541
Website: https://www.greatmascot.com
GreatMascot is operated by Beijing Yunqi Hongmeng Trading Co., Ltd. (北京运起鸿蒙贸易有限公司).
Read this page together with our Payment Methods, Privacy Policy, Returns & Refunds, and Terms & Conditions. These commitments and store policies do not limit your rights under applicable consumer law, including any longer claim period, mandatory withdrawal right, or remedy for faulty, damaged, incorrectly supplied, or misdescribed goods. The 3-day reporting period helps us investigate promptly; it does not remove those rights.