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Frequently Asked Questions |
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Important Notes (Please read, this is not the usual blah blah):
• Each manufacturer provides its own sizing chart. While the sizing chart provides a general guideline as to how a costume will fit, we have no control over whether costumes "run small" or "run big." Refunds or exchanges will not be honored.
• Costume styles are subject to change without notice, due to the manufacturer’s production. These changes can be very slight, but they are beyond our control. We apologize for any inconvenience this may cause. We will reflect any changes to the costumes in the website descriptions and images as soon as we find out about it ourselves. Thank you for your understanding.
• We will make every effort to get your order to you on time. However, we are not responsible for late deliveries made by any carrier as we simply cannot control their shipping logistics. Generally, 99.9% of the time, there is no problem with getting you your order within 5-7 business days. However, delivery exceptions may occur for any number of reasons, including, but no limited to bad weather, difficult to find address, wrong address, etc. We highly advise you to place your order EARLY to ensure safe delivery of your Halloween products.
 Ordering
If I Place My Order Today, When Will I Receive It?
Generally, we ship the same day if orders are placed before 2 PM PST. On rare exceptions, orders may take 2-3 days to fill before shipping. Once your order ships, it generally will arrive within 5-7 business days. Please keep in mind that we have no control over delays in shipping by FedEx, UPS, USPS or any other carrier. You will be responsible for the order once it ships from our warehouse. If an order is refused at delivery, a 20% restocking fee will apply and shipping is never refundable.
How Do I Determine If A Costume Is The Correct Size?
Each costume has a sizing chart directly related to it. Please click on the details of the costume to access the sizing chart. If a sizing chart is not available, we have a general sizing chart available for your reference.
If An Item Is Out of Stock, When Will It Be Back In Stock?
Due to the seasonal nature of the Halloween business, an item out of stock will not be back in until the following season. Order early for the best selection from Halloween31.com! All items are for sale year round, however most items that are out of stock generally will not be available until the following Halloween season.
If I've Already Place My Order, But Haven't Received It Yet, How Can I Find Out When I Will Receive My Order?
You will receive an email with tracking number once your order ships. If you have not received this email, check you spam mailbox first before emailing us with your order number, name and date of order. Some online service providers do mistake our genuine emails to you as spam, so please check before contacting us. If you still cannot find the tracking, email us with your order number and we will follow-up with you within a few hours of receipt of your email. Please include order number otherwise correspondence may be delayed. Email info@koyal.com
ALL SALES ARE FINAL. There are no exceptions, exchanges, or refunds.
How Do I Contact Koyal Wholesale (Site Owners of Halloween31.com)?
Best way to contact us is via email: info@koyal.com If your inquiry is regarding an order, please provide us with your name and order number.
 Shipping
If I Place My Order Today, When Will I Receive It?
Within 5-10 business days. See map below for estimated time of delivery once order ships. Delivery time does NOT include order processing time which usually takes one day. Orders placed before 2 PM PST usually ship same day (excluding holidays).
Note: During October, orders may take 1-3 days to process before shipping due to high volume of orders we receive. Orders are processed based on a first come, first serve basis. If you required expedited shipping, contact us via email before ordering to see if we can get the merchandise to you on time.
Important Note: This is an estimated time of delivery for your order once it ships from our warehouse. Most orders ship same day if placed before 2 PM PST.
How Do You Ship?
FedEx, UPS, or USPS. Most orders go out FedEx Ground or USPS Priority Mail. We will determine the fastest way to get your products to you. Your products may be left at the door at the discretion of the carrier if no one is home. It is the responsibility of the customer to notify the carrier if no one is available to physically accept the packages.
Important Note: We are not responsible for lost, stolen, or missing boxes that show as "delivered" via tracking number. Signature confirmation is optional and a customer can request this option by phone, email or writing it in the customer notes section of the order just before checkout. An additional fee will apply. If no signature confirmation is requested, the customer assumes full responsibility and liability for lost or stolen packages that track as "delivered." Signature confirmation is an optional service that must be requested by the customer. We highly recommend signature confirmation for apartments, condominiums, and for clients that have had packages go missing before. If no request is made for signature confirmation, packages can be left at the shipping address per the driver's discretion with a full waiver of liability.
What If There Is A Problem With My Order?
Contact us within 1-2 days of receiving your order via email, info@koyal.com. Any unauthorized returns will be refused. All items are brand new merchandise and are free from manufacturing defects. If you discover a defect that makes the product unusable we will repair or replace the item at our option. We will need to know within 1-2 days of receiving the order. Due to previous unscrupulous customers, we no longer consider rips or missing items from a costume to be defects as each order is thoroughly checked before shipping by the picker, packer, and shipper. If an order is refused at delivery or an incorrect address is given, a 20% restocking fee will apply and shipping is never refundable.
Where Will Halloween31.com Ship My Order?
To the shipping address indicated at checkout. Please do not use a P.O. BOX address as your shipping address, as this will severely delay shipment of your order. We currently do not ship internationally.
How Are Shipping Charges Determined?
Shipping is estimated based on your shipping zip code and the approximate weight of the products you have ordered. Keep in mind some items may be considered oversize (i.e. large props such as tombstones) and will incur higher shipping charges due the size and weight of the packages being shipped. Oversize items will be indicated as such on the website.
Where's The Rest Of My Order?
On rare occasions, an order may be split due to its size or the nature of the products ordered (i.e. props). We will notify you on your packing slip that you will have a split shipment. You may also receive multiple tracking numbers. Generally, items will arrive at the same time to your shipping destination. You are not charged additional shipping and handling fees for split shipments.
PROPOSITION 65 WARNING: Some products contains chemicals
known to the State of California to cause cancer and/or birth defects or other
reproductive harm.
In the State of California there exists what is referred to as "Proposition 65".
Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986.
Any company that operates in California, sells products in California, or manufactures
products that may be sold in or brought into California is subject to Proposition 65.
Since our products are sold in California, Proposition 65 applies to us.
Proposition 65 requires warning labels on any product that may contain any of
600-plus elements that the California Air Resources Board considers a carcinogen or a
reproductive toxicant. These elements include lead (contained in the solder used to
attach electronic parts to the printed circuit boards), brass, PVC and a multitude of
other everyday elements.
Many of the elements listed under Proposition 65 are common everyday items. Many,
such as lead, are commonly used in the electronics industry. Other elements are
uncommon items and are rarely used in the electronics industry, if used at all. The
list of elements keeps changing and is periodically updated. Elements are added to the
list, some elements are removed. It is excessively difficult to keep track of the
changing list of elements.
There are penalties for not complying with Proposition 65. Failure to label products
may result in a civil penalty of $2500 per day. If a company's product is sold or is
purchased outside the Sate of California and brought into California, the company may
still be found in violation.
Various trade organizations have issued notices to manufacturers warning of
Proposition 65 and its implications. Included in the warnings were suggested methods of
protection from Proposition 65 litigation and violations. Protection requires warning
consumers about the possibility of dangers from products. An informed posting is
considered to comply with warning consumers.
The posting does not necessarily indicate our products will cause you to contract
cancer or reproductive harm if used as designed.
For more information about Proposition 65 visit the Office of Environmental Health
Hazard Assessment and for a list of elements listed under Proposition 65 visit:
http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html
 Payment
What Forms of Payment Does Halloween31.com Accept?
Due to the high volume of orders we receive during the October season, we can only accept online payments or fax payments to Koyal Wholesale. You can pay via any major credit card, ECheck, or Paypal ® transfer via Paypal ®, our online payment gateway. YOU DO NOT NEED TO BECOME A MEMBER OF PAYPAL OR REGISTER WITH PAYPAL TO MAKE PAYMENT TO KOYAL WHOLESALE (SITE OWNERS OF HALLOWEEN31.COM).
Which Credit Cards Does Halloween31.com Accept?
Visa, Mastercard, Discover, American Express, EChecks, and Paypal ®. Please keep in mind that if paying by ECheck, we will have to wait 5-7 days for your check to clear before shipping out your order.
Why Does My Payment Go To Koyal Wholesale?
Koyal Wholesale is the parent company of Halloween31.com. We are the sole owners of Halloween31.com and you are billed under our parent company, Koyal Wholesale. To find out more about Koyal Wholesale, visit www.koyal.com or call 951.734.3888.
What Taxes Will I Have to Pay?
There is no sales tax if we are shipping outside of the state of California. California residents pay a 7.75% sales tax.
Is Your Site Secure?
Your payment is completely secure on our site. Our online payment gateway, Paypal ®, is owned by EBay ®. We do not even see your credit card information. It is kept completely secure and encrypted. To find out more information on Paypal security, please visit www.paypal.com
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