911 Costumes
Costumes and accessories for over 40 years!

Return Policy Information

Send Returns (along with Return Form) to:

911Costume
40 Beharrell St, Unit 3
Concord MA 01742

  • A Return Authorization Form is REQUIRED in order to Process ALL Returns.
  • Any packages received without a Return Authorization Form cannot be processed.
  • A 20% Restocking Fee will be applied to all orders.
  • Shipping is non-refundable.
  • Returns must be postmarked 10 days before the following holidays due the seasonal nature of our items:
    • Halloween–Postmark by October 22nd
    • Thanksgiving – Postmark by November 16th
    • Christmas – Postmark by December 15th
    • Easter – Postmark by March 26th

Requirements for a Return and Refund

  • You must enclose/include a completed Return Authorization Form.
  • Refund will be made to the credit card, Amazon or PayPal account the item was originally purchased on.
  • Product must be returned in the original package, in new, unworn condition.  Incomplete returns (missing parts or damaged) can not be processed for refund.
  • Refund will be made less a 20% RESTOCKING Fee and the cost of shipping.  Return shipping charges are non-refundable.  Non-defective orders that are ‘refused’ or marked ‘return to sender’ will have shipping charges deducted from return.
  • Refund will be allowed on returns postmarked up to 14 days from the date the order was delivered.
  • Shrink wrapped or blister carded products must be unopened and in original packaging.
  • Taxes and duties on international returns are non-refundable.
  • Customers ordering items in multiple sizes will also be charged a 20% Restocking Fee. See exclusion dates above.
  • Product that has been worn, used or altered may not be returned for any reason.
  • All Returns Are Subject to a 20% Restocking Fee. Shipping is Non-Refundable.
  •  Returns received by 911costume.com that do not meet all of the criteria above will be discarded.
  • Returns received without a completed Return Authorization Form will also be discarded.
  • Items bought in quantities of 5 or more are considered SPECIAL ORDER and are non-returnable.

A 20% Restocking Fee will be applied to all items eligible for return. Only certain items are returnable. Please check before Buying.

Products that may not be Returned

  • Tights, Fishnets, Thigh Highs, Tanga Shorts, Garter belts, Panties, Thongs, G-strings, Hosiery and other similar intimate items due to Health Regulations.
  • Inflatable items (items that can be inflated orally)
  • Wigs, Beards, Mustaches, Sideburns
  • Hairspray
  • Earrings
  • Cosmetics, Makeup, eyelashes
  • Fangs, Billy Bob Teeth and Pacifiers
  • Special Orders
  • Feather Products
  • Cigarette holders
  • Prosthetics

Special or Custom Orders

Includes items purchased in multiples (more than 5 pieces per item ordered) or items ordered specifically for a customer cannot be returned.

Warranty

911costume.com wishes your shopping experience with us to be a happy one.

We sell a wide variety of merchandise including items that are considered custom orders.  Our warranty and return policy vary with the product lines.  Listed below are our return policies for the various lines. When ordering, if you have a question about the return policy of a product that we may have not covered, just ask.

Defective or Damaged Items

911costume.com will repair or replace, at its sole discretion, any item that is defective or damaged.  All damages must be reported within 5 business days of receipt. Damages caused by UPS must be marked as “damaged” by the UPS Driver and must be reported by the customer to 911costume.com immediately.  We will then contact UPS in order to rectify the situation appropriately.

When products are defective we offer the following option:

If a product is found to be defective upon receipt, please contact 911costume.com and we will send you a replacement (same item, same size, color, etc) along with a Return Service Label for the defective product. When you receive the replacement product, please place the defective product back in the package along with the Return Authorization Form and affix the return label. Return the package to your UPS Driver, UPS store or USPS mail carrier (whichever one is applicable). Shipping will be prepaid by 911costume.com.

If a product is worn, and then a defect arises, the customer is responsible to send the product back to 911costume.com. After the product has been received, we will then repair or replace with the same item, same color, and same price at our sole discretion.

Contact Us with Questions

Still have questions? We love email! Emails require less of your time than phone calls….
USA 1-800-924-6836
International 1-978-369-9500

Manufacturer Changes

Please note: Manufacturers occasionally make changes without notice. These changes are beyond our control.
If you notice a discrepancy before we do please make us aware so we may make the necessary changes.

Download the Return Form .

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TOLL FREE: 800-924-6836 · INTERNATIONAL: 978-369-9500

Orders placed before 2 PM EST, Monday through Friday, ship that day. Massachusetts orders shipped UPS ground arrive next bus day.

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A portion of every sale goes to Hope and Heroes, a foundation that funds life-saving work on childhood cancer and blood disorders at Columbia University Medical Center.

Proud to be family-owned and operated since 1973

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