Last Updated: October 2023

Greetings, fright fans and haunters!

At The Horror Dome Sales Shop, we’re dedicated to ensuring your haunting experience is nothing short of spectacular. While we hope every animatronic zombie, alien mask, and terrifying prop arrives in perfect condition and meets your ghoulish expectations, we understand that sometimes things might not go as planned.

If your purchase has left you more disappointed than terrified, our returns and exchanges policy is here to make things right. Read on to learn how to return or exchange items from our collection of horrifyingly good products.

RETURN & EXCHANGE POLICY

We accept returns and exchanges within 15 days of you receiving your order. To be eligible for a return or exchange, items must be:

  • In original condition
  • Unused and undamaged
  • In original packaging with all tags attached
  • Accompanied by proof of purchase
NOTE: Due to the nature of our products, we cannot accept returns or exchanges on the following items:
  • Opened or used costumes (Clown Costumes, etc.)
  • Used masks (Alien Masks, Classic Monster Masks, etc.)
  • Opened animatronic mechanisms or controllers (Air Blasters & Controllers, Animatronic Mechanisms)
  • Personalized or custom-made items
  • Items marked as “Final Sale” or “Clearance”

HOW TO RETURN OR EXCHANGE AN ITEM

Follow these simple steps to initiate a return or exchange:

  1. Contact Our Support Ghouls: Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure you provide all necessary information.
  2. Wait for Approval: Our team will review your request and provide return authorization and instructions within 2-3 business days.
  3. Package Your Item: Securely pack the item in its original packaging, including all parts and documentation.
  4. Ship Your Return: Send the package to our haunted warehouse at the address provided in your return authorization. We recommend using a trackable shipping service.
  5. Wait for Processing: Once we receive and inspect your return, we’ll process your refund or exchange within 5-7 business days.

RETURN SHIPPING

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product). Shipping costs are non-refundable.

For exchanges, we’ll cover the shipping costs to send your replacement item to you once we’ve received and processed your return.

REFUNDS

Once your return is received and inspected, we’ll send you an email notification. If approved, your refund will be processed to your original payment method within 7-10 business days.

Please note that depending on your payment provider, it may take additional time for the refund to appear in your account:

  • Visa/MasterCard/JCB: 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Only the item cost will be refunded; original shipping fees are non-refundable.

EXCHANGES

We’re happy to exchange items for the same product if you received a defective item or wrong product. If you’d like to exchange for a different product, you’ll need to return the original item for a refund and place a new order.

DAMAGED OR DEFECTIVE ITEMS

If your terrifying treasure arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll quickly arrange for a replacement or refund and cover all associated shipping costs.

RETURN REQUEST TEMPLATE

Use this template when emailing our support team to ensure we have all necessary information to process your request quickly:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Horror Dome Support Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product Name: [Product Name] Product SKU: [Product SKU if available] Reason for return/exchange: [Please provide details] [For exchanges:] I would like to exchange for: [Product Name] I confirm that the item is in its original condition, unused, and in its original packaging. Please provide instructions on how to proceed. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

QUESTIONS?

If you have any questions about our returns and exchanges policy, contact our support ghouls:

Email: [email protected]

Address: The Horror Dome Sales Shop, 3447 Ashton Lane, Austin, US 78759

We’re here to ensure your experience with The Horror Dome is frighteningly good—in the best way possible!