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Q: What payment options do you offer?
A: We accept major Credit Cards: Visa, MasterCard, Discover, American Express and PayPal. We also accept Debit Cards as long as they are connected with Visa or MasterCard. Sorry, no purchase orders, checks, cash, money orders or COD shipments. Orders for a large amount and orders where the "ship-to" address does not match the "bill-to" address may be subject to verification via phone which could delay the order at least one business day.    

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Q: My credit card was declined but I know the card is good. What can I do?
A: In most cases the reason a credit card is declined is because the billing address you entered during the checkout process does not match the address the card issuer has on file. If you've confirmed the information you've provided is correct and your transaction is still declined, we suggest contacting the card issuer. Unfortunately, there's nothing we can do in these situations. We cannot accept an order without authorizing the transaction.

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Q: At what point is my credit card account charged for my purchase?
A: At the time you place your order we authorize your card for the amount of the purchase. If in the rare occasion all or part of your order cannot be fulfilled, we will contact you to issue a refund.

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Q: Is my credit card and personal information secure using your site?
A: We have partnered with SecureNet.com, a leading payment gateway and a direct payment processor, to offer safe and secure credit card transactions for our customers. SecureNet offers the most innovative payment technology operating system directly connected to the major card networks. The company adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
  • Industry leading encryption hardware and software methods and security protocols to protect customer information.
  • Compliance with the Payment Card Industry(PCI)Data Security Standard.

Our site has GeoTrust Secure Certification. GeoTrust is one of the largest SSL certificate providers solely focused on security. So while no system is 100% secure, you can rest assured we have taken every possible precaution available to minimize the possibility of a security breach.

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Q: Does your site have a secure connection? How am I able to tell if it is a safe connection?
A: Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. To confirm that it is a secure connection, you should see the https:/masqueradeexpress.com/.... in the URL. The “https” indicates that it’s using SSL (Secure Sockets Layer). Furthermore, you should see a lock before the URL.

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Q: Shouldn’t the address bar show https:// rather than http://? Doesn’t the 's' at the end mean it is a secure connection?
A: We use https:// only for our secure pages, i.e. those pages that transfer confidential information such as the Login, My Account, and Checkout pages. Pages that are only used for products or blog will still use the regular http:// since no sensitive information is being passed through them.

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Q: A refund credit you issued has not yet appeared on my credit card billing statement. How long does this normally take?
A: The refund process typically takes 7 to 10 days for us to process - and up to 4 weeks during our busy season (September-February). Once we issue the refund to your credit card, how long it takes to appear on your account is dependent on your credit card account statement cycles.

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Q: Can I use a credit card with a billing address outside the United States?
A: We can only accept credit cards from financial institutions within the United States and billing addresses inside the United States. This is a restriction placed on us by our credit card payments processor.

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Q: Do you issue promotional Discount Coupons?
A: Yes, from time to time we issue promotional discount coupons for some of the items we sell on our website. We do so via our internal email list (click here to add your email address to our coupons list). The discount coupon codes we issue always have a minimum spend requirement, a clear expiration date and a list of products the coupon either is or is not valid on. For our coupon policy terms and conditions, click here.

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Q: Why do I get an error message that says my credit card cannot be processed when I try to purchase items?
A: The name entered under the billing information must exactly match the name on your credit card as should the billing address, including the zip code. The credit card number should be entered without spaces or dashes.

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Q: Do I need to make an account to purchase items on your website?
A: No, we don’t require customers to create an account with us to purchase items. You can make a purchase as a Guest.

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