At The Horror Dome, we’re committed to delivering fear in the most terrifyingly perfect condition. However, we understand that sometimes a product might not meet your expectations or may arrive damaged from its journey through the underworld. This policy outlines our process for returns and exchanges to ensure your haunting experience remains positive.
RETURN & EXCHANGE POLICY
We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return or exchange, your item must be:
- In the same condition you received it
- In the original packaging
- Unused and undamaged
- Accompanied by the original receipt or proof of purchase
NON-RETURNABLE ITEMS
Due to the nature of our terrifying products, the following cannot be returned or exchanged:
- Opened or used masks (Alien Masks, Classic Monster Masks, Clown Costumes)
- Custom or personalized animatronics
- Bloody/Gory Props that have been removed from packaging
- Animatronic Mechanisms that have been installed or modified
- Any items that have been used in haunts or events
- Products missing serial numbers or tags
THE RETURN PROCESS
Step 1: Contact Our Support Team
Within 15 days of receiving your order, email our support team at [email protected] with your return or exchange request. Use the template below to ensure we have all necessary information.
Step 2: Wait for Authorization
Our team will review your request and provide a Return Authorization Number (RAN) and shipping instructions within 2 business days. Do not send items without a RAN – unauthorized returns cannot be processed.
Step 3: Package and Ship
Carefully package the item in its original packaging, include all accessories and documentation, and clearly mark the RAN on the outside of the box. Ship to:
The Horror Dome Returns
121 Owagner Lane
Seattle, US 98119
Step 4: Processing
Once we receive your return, we will inspect it and process your refund or exchange within 5-7 business days. You will receive email confirmation once processed.
RETURN REQUEST TEMPLATE
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Hello Horror Dome Team,
I would like to request a [return/exchange] for my order.
Order Number: [Your order number]
Order Date: [Date you placed order]
Item(s) to Return/Exchange: [Product name and quantity]
Reason for Return/Exchange: [Please provide details]
Preferred Resolution: [Refund/Exchange for specific product]
Attachments: [Please attach photos if item is damaged]
Thank you,
[Your Name]
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Refund Timing and Method
- Credit Card/PayPal Payments: Refunds will be processed to your original payment method within 3-5 business days after return approval
- Processing Time: Please allow 7-10 business days for the refund to appear on your account, depending on your financial institution
- Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to damaged or incorrect items
EXCHANGES
We replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at [email protected] with the subject “Exchange Request” and include your order number and the item you wish to exchange.
DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective product, contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement and cover all shipping costs.
QUESTIONS?
Contact our support team faster than a zombie can rise from the grave:
Email: [email protected]
Address: The Horror Dome Halloween Sales | 121 Owagner Lane, Seattle, US 98119
We typically respond within 24-48 hours during business days.