For all your costume needs 866-724-2535 585-482-8786
CUSTOMER SERVICE
Purchase Orders:
We accept Purchase Orders from schools, churches, and government organizations. We have no minimum total amount on Purchase Orders. We will be happy to work with you to fulfill your organization’s needs. Please fax a signed copy of your Purchase Order and contact information (Contact name, address, phone numbers, fax & e-mail address) to us at (585) 288-8743 or email to info@arlenescostumes.com. Once we have received the information and it can be verified we will contact you directly.


Quantity Orders:
Please call for orders of 12 or more to discuss discounts (excludes make-up and make-up kits). If you need 24 or more of any single item, please contact us for our special pricing!


How to Order:
We accept Visa, Master Card, Discover and American Express. You may order directly from our website or contact us via email, telephone (585) 482-8786 or toll free: 1-866-724-2535 or fax (585) 288-8743.


Attention Credit Card Customers:
You can order online using our fully automated shopping cart with completely safe & secure online credit card processing. The rest is very easy step by step information entry. The shopping program will guide you and prompt you for the necessary information. Make sure to enter the correct billing address where your bill is sent or your order will not be processed. Once the order is completed on the cart, our top of the line secure processing system automatically charges your card. This will allow us to process your order more quickly and efficiently. Please let us know if you have any questions. If, by chance, you encounter any error while trying to process an order online, please give us a call instead of trying over and over again. We will be happy to help you and this will ensure that the automatic processing does not attempt to charge your card more than once.

*IMPORTANT NOTE: Only the card holder whose name appears on the card may use the card. You must be 18 years old to place a credit card order. We cannot process Credit Card orders without the correct billing address and CCID code on your credit card*

We CANNOT ACCEPT checks or ship C.O.D.’s


Special Orders:
If you don’t see it contact us! We have 3 locations in the Rochester, NY area and we try to have most of merchandise online but not everything is. When in doubt, contact us and we will do our best to accommodate your needs.

SPECIAL ORDERS CANNOT be canceled, returned or exchanged. – This includes any item that we order especially for the customer or quantity orders (over 24 pieces).


Shipping Information:
Most domestic orders placed before 2pm (EST) Monday-Friday will ship out the same day.

Not applicable for:
- Orders placed on Saturdays, Sundays, or holidays
- Orders for Mascots, large props, Quantity Discount Items or Special Order Items


Shipping Fees:
Standard Shipping: $8.99
Express Shipping: $34.99 (for the 1st item) + $5.00 for each additional item

Delivery:
Please allow applicable delivery time for your order. Orders shipped within the continental United States can take an average of 3-4 business days for delivery. All orders are shipped USPS Priority Mail, unless alternate choice is selected. Accelerated shipping is available for an additional fee. Please contact us for specific information on this service.

When ordering, please specify whether you want a child or adult size costume and other details such as color where applicable. Also include your telephone number, e-mail address, and a complete USPS mailing address (P.O. Boxes are allowed for USPS shipping, UPS will not accept P.O. Box).

Please note that ground orders placed in September and October will be shipped out within 1-2 business day(s) due to the fact that it is our busy season. Most orders are processed within hours of receiving and shipped the following day.

For orders shipped out in December, we will ship within 24 hours. However, delivery times are not guaranteed because of the shipping companies who tend to be backed up with the volume of packages and cannot guarantee delivery. Order those Christmas Gifts EARLY!!!


Shipping To Military Bases or Outside the Continental United States:
We ship US Postal Service Mail to Hawaii, Alaska, Canada, Puerto Rico, Guam and any other US possessions. Next Day & Second day is not available for US possessions.

We ship to APO and FPO addresses via US Priority Mail. Those packages are sent out via US Post Office Priority Mail to your APO or FPO address. Delivery time after that depends on the military. Next day and second day delivery are not available for APO & FPO addresses.


General Shipping Terms & Conditions:
All charges labeled as “shipping” are to mean the shipping and handling fee. Completing an order on our shopping cart means that you agree to our terms, conditions and prices. Before calling or faxing, please review our policies. When you place an order with us over the phone, fax, e-mail or through the mail, you also agree to our terms, conditions and prices.

Shipping charges are subject to change due to size, weight, and desired speed of delivery.

We will make every effort to get your package delivered to you in a reasonable time frame. However, Arlene’s Costumes cannot be held responsible for delays in shipping for any reason. We are not liable for any package once it has been picked up from our location by a shipping company.

Upon purchase, the customer assumes all liability in the use, misuse, or handling of any product and will not hold Arlene’s Costumes, employees or owners liable for any reason.


Returns & Exchanges:
All items are thoroughly checked prior to shipping. If an item is damaged or destroyed in shipping, please contact the carrier immediately upon inspection.

Items that CANNOT be returned may include: MAKEUP, WIGS, BEARDS, MUSTACHES, SOCKS, TIGHTS, AND NOVELTY TEETH. These are non-returnable because of sanitary and hygiene restrictions imposed on us by Heath Department standards.

To exchange or return an item, please contact us within 14 days of receipt of merchandise for a Return Authorization (RA) number. Arlene’s Costumes is not responsible for shipping charges on exchanged or returned items.

Once Authorization is given, your package must be post-marked within 3 days of the return authorization date. Items returned after the RA date will be subject to a restocking fee of 20%.

Items being returned MUST be in their original, unused condition and in their original packaging. We do not accept returns on worn merchandise. Items returned in used condition, in an envelope (padded or not), or without a Return Authorization Number will be subject to a restocking fee of 20%.

Due to the seasonal nature of our merchandise, all returns on orders shipped between October 13 and November 3rd are subject to a 20% restocking fee. Please be sure to review sizes and double check basket contents before ordering.
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