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Frequently Asked Questions

Internet Sales

Shipping

Retail Store Sales

Online Specials and Retail Store Pricing

Specials run/advertised, unless clearly expressed, relate only to purchases made through our web site. Only coupons and discounts that expressly state that they are also available to be redeemed in our retail store will apply to purchases made in our retail store.

If you would like to take advantage of internet discounts, sales, or coupons, but would still like to visit our store, you may make your purchase online and choose "in store pickup". The option to pickup will only be presented to customers within a 60 mile radius of our retail store.

Catalogue

We do not produce a printed catalogue of our products, but you can view every product we offer online 24 hours a day 7 days a week. We are always adding new products so check with us regularly. You can also request to be added to our mailing list to be notified of new product arrivals and announcements.

Product Availability

Product availability is updated every 60 seconds.

• 10/01/080 Due to issues caused by Hurricane Ike (09/13/08) our inventory database of 28,000+ products is currently off on 50% of our items. We are working very dilligently to correct the inconsistancies and hope to have quantities shown online to be accurate by 11/20/08.

If the item you ordered is not in stock, a Customer Service Representative will contact you first by e-mail, then by phone, to notify you of the status of your order. If order is placed before 2pm (CST) a customer service rep will contact you by e-mail the same day. Your quick response will ensure that there is no further delay to your order.

Manufacturer Changes

Costume styles are subject to change without notice, due to the manufacturer’s production. These changes, no matter how slight, are beyond our control. We apologize for any inconvenience this may cause. The Manufacturers do not always notify us of these variations. We will reflect any changes to the costumes in the web site descriptions and images as soon as we become aware of them.

Security

Our shopping cart system uses third party SSL encryption to scramble credit card information so that customer transactions are safe and secure. Once transmitted your personal information is stored for a brief time (maximum of 14 days) in our databases which are also encrypted through similar means. At the end of that time, for added precaution, all information about your credit card is deleted. We do not, in any form, retain your credit card information indefinitely. However, your credit card information may be retained by any banks, financial institutions, or processing organizations that are involved in the transaction. In addition, during the time period stated above, your credit card information will only become accessible by staff member(s) that meat the most stringent security and background screenings. This staff member(s) will only access your information when it is absolutely necessary and when it is concerning an order placed using that information.

Ordering

How to Order

To order a product simply press the "Add To Cart" button appearing below the product's description. Then follow the step-by-step process of inserting your information. When your order is submitted, you will be issued a confirmation number. This confirmation number is also your order number, which is required for making any changes of inquiry into your order. Within 15 - 30 minutes of placing your order you will receive an automated e-mail confirmation detailing your shipping and billing information, products ordered, and shipping method. This confirmation e-mail serves as your invoice. If you do not receive this confirmation contact Customer Service immediately!

Payment Types

We accept Visa, Master Card, American Express, and Discover. We DO NOT accept Money Orders or Checks online.

NOTE: At the time of order placement, your credit card IS charged. This is an automatic process through the shopping cart to ensure the card's validity.

Off Line Ordering

If you would like, your order can be taken over the phone. See Contact Us

You may also use the email form to inquire about products and availability or to have a customer care representative call you back. PLEASE DO NOT email credit card information through our online email form.

International Ordering

We do accept international orders. This excludes the following regions for reasons of high fraud rates, inability to confirm billing address of credit cards, or political embargoes: Indonesia, Nigeria, South Africa, and most Middle Eastern countries. To find out if we can ship to your country, please send your question to our ORDER PROCESSING DEPT

Our shopping cart is currently experiencing some communications issues with our shipping vendor relative to international orders. Please send contact information, a good time for us to call, your GMT time zone if you know it, the country we will be shipping to, and the products you would like to purchase. We will call you back as soon as possible. Click here

Please be aware that taxes and duties for your country may need to be collected by one of our representatives after the initial time of purchase. If this is the case your will be promptly notified by phone or email.

International Shipping Times

International orders typically take 3 -5 business days to arrive.

Billing

Billing

The name appearing on your bill and package will be "Frankel's Costume CO., Inc."

If your transaction was declined, but you see a charge on your card, please be advised that this is not actually a charge. While viewing your credit card account online an authorization request will appear the same as an actual charge. However, this is not an actual charge is typically disappears from your account within 24 hours.

If your order is canceled you will receive a cancellation email. This is an automated email from our system confirming your order has been canceled. This was only an authorization. With an authorization your bank places a hold on the funds, but does not release them to us till we capture the funds. Funds are not captured till the time of shipment. Once we cancel an order a void is sent to your bank electronically telling them to release the hold on the funds and clear the authorization from your account. Your bank should act upon the void from between 1 to 5 business days. Unfortunately voids are not acted upon immediately by most banks. This is not something we have control over. It is up to your bank how long they take to carry out the void issued.

Forms of payment accepted - see What forms of payment do you accept?

Refunds

Most (99%) of refunds are processed within 3 hours of request. Requests made after 5pm CST are processed the folling business day. You may or may not see that refunds show up immediately on your account. While we have control over issuing the refund, we do not have control over how quickly the credit card processing agencies and your bank transfer the funds back to your account. Refunds will typically show up on your statement in 24 - 48 hours.

Non-Returnable Items

Makeup, DVDs, CDs, Clearance Items and with few exceptions, special ordered items, are not returnable, unless defective, and then for replacement only. Please see our Return Policy for more information.

Notification of Order

You will receive two e-mails concerning your order. 1) A confirmation e-mail describing what you ordered, your information, and the time and date of the order. 2) An e-mail from FedEx confirming that your package has been shipped and the Fed Ex tracking number. Through Federal Express's web site you can use that tracking number to find out the status of your package. If there is a problem with your order, one of our Customer Service Representatives will contact you by e-mail. So please be sure to check your e-mail. For inquiries about orders placed, please send your question to our ORDER PROCESSING DEPT