Welcome, Fright Fans!

At The Horror Dome, we’re dedicated to making your haunting experience as terrifyingly seamless as possible. While we hope every animatronic zombie, alien mask, and spooky prop arrives in perfect condition to unleash maximum fright, we understand that sometimes things might not go as planned. Our shipping and returns policy is designed to keep the horror where it belongs—in your haunted attractions, not in your shopping experience.

Shipping Information

Order Processing

We work fiendishly fast to process your orders! Most orders are processed within 1-2 business days after payment confirmation. You’ll receive a tracking email once your order of terror has shipped from our haunted warehouse.

Shipping Methods & Delivery Times

We offer two spine-chilling shipping options to deliver your horrors right to your doorstep:

  • Standard Shipping ($12.95): Via DHL or FedEx – Delivery within 10-15 business days after shipment
  • Free Shipping: For orders over $50 via EMS – Delivery within 15-25 business days after shipment

Note: We currently ship worldwide, with the exception of some Asian countries and remote locations. Shipping times may vary during peak haunting season (October) and due to factors beyond our control like customs clearance and weather conditions.

Returns & Exchanges 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

Non-Returnable Items

Due to their terrifying nature, 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.
  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.

Questions?

If you have any questions about our shipping or returns 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!