When the terror doesn’t meet your expectations…
Welcome, brave souls, to the Returns & Exchanges policy of The Horror Dome Store. We understand that sometimes the horrors we deliver might not align perfectly with your nightmares. Fear not – we’re here to help make things right in our crypt of customer service.
THE HAUNTED RETURN POLICY
We accept returns and exchanges for items in their original condition within 15 days of delivery. Your satisfaction with our animatronic creatures, alien props, and gory decorations is paramount to us.
⚠️ NON-RETURNABLE ITEMS
Due to the nature of our terrifying trade, the following items cannot be returned or exchanged:
- Opened or used masks (Alien Masks, Classic Monster Masks, Clown Costumes) for hygiene reasons
- Custom or personalized animatronics and props
- Intimate items that cannot be resold for safety reasons
- Bloody/Gory Props that have been removed from original packaging
- Digital products or downloadable content
- Items marked as “Final Sale” or “Clearance” in our collection
THE EXCHANGE RITUAL
Follow these steps to initiate your return or exchange:
Step 1: Contact the Crypt Keepers
Within 15 days of receiving your order, email our support team at [email protected] with the following information:
RETURN/EXCHANGE REQUEST TEMPLATE
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Crypt Keepers,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return: [Product Name(s)]
Reason for Return: [Please describe the issue]
Preferred Resolution: [Refund/Exchange for Specific Product]
Attachments: [Photos of damaged/defective items, if applicable]
I understand and agree to the terms of your return policy.
Sincerely,
[Your Full Name]
Step 2: Await Our Response
Our support team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and shipping instructions. Do not ship items back without an RMA number – they may become lost in the void!
Step 3: Ship Your Items
Package the items securely in their original packaging with all accessories and documentation. Include the RMA number clearly on the outside of the package. Ship to:
The Horror Dome Store – Returns
3447 Ashton Lane
Austin, TX 78759
USA
Step 4: The Resolution
Once we receive and inspect your returned items (typically 3-5 business days after arrival), we’ll process your request:
- Refunds: Issued to your original payment method
- Exchanges: Shipped within 2 business days of approval
FINANCIAL APPARITIONS
When your return is approved, your refund will be processed as follows:
Refund Timeline
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal: 3-5 business days after processing
Shipping Costs
Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective merchandise.
🕒 IMPORTANT TIMING NOTES
Returns must be postmarked within 15 days of your receipt of items. We recommend using a trackable shipping service for your return, as we cannot be responsible for items lost in transit back to our haunted warehouse.
DAMAGED OR DEFECTIVE HORRORS
If your animatronic creature arrives damaged or malfunctions, contact us immediately at [email protected] with photos of the damage or a video of the malfunction. We’ll arrange a replacement or repair at no additional cost to you.
QUESTIONS FROM THE DARKNESS?
If you have questions about our return policy or need assistance with a potential return, our Crypt Keepers are standing by:
Email: [email protected]
Address: The Horror Dome Store, 3447 Ashton Lane, Austin, TX 78759
Thank you for braving our policies. We hope to continue supplying your nightmares for many seasons to come.