- After my order is submitted, can I make changes to it or cancel it?
- Do you charge sales tax?
- How can I check the status of my order?
- If I place an order today, when will I receive it?
- Can you ship my order internationally?
- Can you ship my order to Alaska or Hawaii?
- Can you ship my order to PO Box or HC Box?
- I can't find my package that shows as delivered. What do I do?
- What do I do if the items I received in my shipment are not what I ordered?
- I received a partial shipment. What do I do?
- I received my shipment but one of the items is broken or missing. What do I do?
- I received the wrong item in my order. What do I do?
- My shipment was returned to you. What can I do?
- I'm not receiving any order status emails from you. Should I be concerned?
- How do I know if my order has been received?
- How long will it take for my order to be processed and when will my item be shipped?
- When can I expect to receive the tracking number indicating my order was shipped?
- How can I determine what the shipping costs for my order will be?
- Do you offer Same day shipping?
- Do you offer Free shipping?
- How can I track my order?
Q: After my order is submitted, can I make changes to it or cancel it?
A: Unfortunately, you can not. Once you submit your order, you will not be able to make changes to it. If you would like to purchase an additional item, you will have to place a new order. We have a strict NO CHANGES, NO CANCELLATIONS policy. For more information, click here. If you make an error or you want to cancel your order after it has been submitted, we're sorry but there is nothing we can do to stop the order from shipping. You’ll need to receive the order first and then return it (in accordance with our return policy) for a refund. IMPORTANT: Once you click the "Pay for Order" button:
- We cannot cancel, delete or otherwise stop the order.
- We cannot alter your "Ship To" address.
- We cannot add items to your order.
- We cannot remove items from your order.
- We cannot change the size selection of your order.
- We cannot change the color selection of your order.
We strongly suggest you to take an extra time to carefully review your order before clicking the "Pay for Order" button. Make sure you have selected the correct shipping method, the correct "Ship To" address and have confirmed you want the items (sizes, styles, quantities and colors) in your shopping cart.
Q: Do you charge sales tax?
A: We do not collect sales or use taxes in all states. We are required to collect sales taxes for orders delivered in the state of Florida. An amount of sales tax charged depends on a County where delivery address is located.
For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt because it is made over the Internet. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.
Q: How can I check the status of my order?
A: When you place your order you will receive a confirmation email from us which provides a link to the status of your order. When your order is shipped, you will receive a second email changing the order status from "Awaiting Fulfillment" to "Shipped". This email will also provide a tracking number (if available) and the link to the shipper’s website. You can log in to your account to view the status of your order at any time.
Click here to login into your account. If you are concerned that your order may not have been processed properly or is delayed in some way, send us an email. Be sure to include your order number, the name under which the order was placed as well as the date. Please note that we cannot research order status via the phone or on Live Chat.
Q: If I place an order today, when will I receive it?
A: How quickly you receive your order depends on our current processing time and the shipping method you choose at the time of checkout. Typically we are able to process and ship orders within one business day (often we do it at the same day), of the day you place your order. This of course, depends on the time of year and our order volumes. Once shipped, the timing of the delivery of your order depends on the method of shipment you chose (see delivery methods for more details and information).
Q: Can you ship my order internationally?
A: Sorry. Unfortunately, international shipping, including shipping to APO/FPO/DPO (Air/Army Post Office, Fleet Post Office or Diplomatic Post Office) address, addresses in United States territories currently is NOT available. United States territories include Guam, the U.S. Virgin Islands and Puerto Rico.
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else accepted the delivery
- Wait until the end of the next day—packages can show as delivered while still in transit
- Contact your shipping carrier. UPS: 1-800-742-5877 or U.S. Postal Service: 1-800-222-1811
Q: What do I do if the items I received in my shipment are not what I ordered?
A: If we accidentally made a mistake in the fulfillment of your order (e.g. you received an item you did not order) click here for information on how to correct the situation.
Q: I received a partial shipment. What do I do?
A: In some instances, we may ship items separately due to size and availability. Items that are shipped separately may arrive on different days, so there could be another shipment on the way to you. You always can send us an email letting us know what is missing so we can follow up. To advise us about a partial order, click here. Be sure to select the "Missing Items" reason option from the drop down menu. It is very important that you provide us with your name, order number and a brief description of what is missing. We will follow-up with you via email. Please understand that we can not research shipments via the phone or on Live Chat.
Q: I received my shipment but one of the items is broken or missing. What do I do?
A: If one (or more) of the items in your order is missing or broken, send us an email with the details of your order including the order number. Be sure to select the appropriate reason from the drop down box and include a description of what exactly is broken or missing. It is important to contact us via email as we need specifics in writing. Please allow one business day for us to reply. Claims for missing or broken items must be made in writing within three (3) days of receipt of your order. Please keep all original packaging. If the box is discarded we will not accept any damages claimed. Damages that occur during shipping must be claimed by you directly with the shipping carrier.
Q: I received the wrong item in my order. What do I do?
A: If you received the wrong item in your order or there is a problem with the items you received, send us an email with the details of your order including the order number. Be sure to include a description of what exactly is wrong. It is important to contact us via email as we need specifics in writing. Please allow one business day for us to reply.
Q: My shipment was returned to you. What can I do?
A: If your order was shipped to the address as stated on your order and for whatever reason that shipment was returned to us (e.g. you accidentally typed in the wrong "ship to" address, someone mistakenly refused it or you were away on all attempts to receive the delivery), the only thing you can do is place a new order for the same items.
When a shipment is returned to us as undeliverable, we can only assume the item was refused and the shipment will be set aside for refund processing. We will of course refund the cost of the merchandise in the returned order assuming the merchandise is received in the same condition as when we shipped it. Please note, that we will deduct a 20% re-stocking fee plus return shipping cost from the refund we issue for all refused and undeliverable packages. We strongly recommend to double check your "Ship To" address when you place your order and arrange a delivery time with the carrier selected by you.
Q: I'm not receiving any order status emails from you. Should I be concerned?
A: If you are not receiving any of the order status emails from us, the problem is with your email account setup. You need to check your email "SPAM"/"Junk Mail" filter setting to make sure the emails we are sending you are not being filtered and/or deleted without you viewing them first. Make sure that you add our Customer Service email address customerservice @ masqueradeexpress.com to your Safe Senders List.
Q: How do I know if my order has been received?
A: Upon successful completion of your order, we will send an email informing you that we have received your order setting the order status to "Awaiting Fulfillment". You also can see if your order has been received by login into your account with us and check a status of your order. To do this simply click on the "Track My Order" link found in the top menu of every page on our website. If we have received an order from you, it will appear here. To see the specifics of the order, click on the "View Order Details" link next to the order. Note that if your order has been received and shows up in your account, your credit card has already been charged (approved).
Q: How long will it take for my order to be processed and when will my item be shipped?
A: For all off-season orders, we anticipate a processing time of one business day from the day we receive your order. This means that your order will leave our distribution center one business day after it is placed. Business days are Monday through Friday, and do not include Saturday, Sunday or holidays. However, orders placed during our pick season (September - February) may experience a longer processing time due to a high volume of orders.
Q: When can I expect to receive the tracking number indicating my order was shipped?
A: As soon as your order leaves our distribution center, we’ll send you a second email (shipping confirmation) to let you know your that your order is on its way. This email will include your tracking number (if available) and a link directly to the shipper.
Q: How can I determine what the shipping costs for my order will be?
A: When you place items into your shopping cart and start a secure checkout process you'll see different shipping methods with shipping cost for each option.
Q: Do you offer Same day shipping?
A: Yes, we do offer Same day shipping. Orders placed before 1PM (EST) Monday-Friday are usually shipped the same day. Same day shipping doesn't apply to:
- Orders placed on Saturdays, Sundays, or holidays.
- Special Order items.
- Any products with "Usually ships within 48 hours" listed in the "Availability" section of the product page.
Q: Do you offer Free shipping?
A: Yes! We do offer Free shipping to our customers. If your merchandise total is $75 or more you'll see the free economy shipping option offered on the checkout page where you make your shipping method selection. For more information and details about free shipping click here.
Q: How can I track my order?
A: When you place an order with us, we will send you two emails as your order goes through the process from order placement to shipping. Here is a description of each step:
- Order Confirmation Email: This first email confirms we received your order and provides you with the specifics of your order. It is your receipt. Your order status will be "Awaiting Fulfillment". This indicates that your order is in the picking and packing queue to be fulfilled.
- Shipping Confirmation Email: As soon as your order leaves our distribution center, we’ll send you a second email to let you know your order is on its way. This email will include your tracking number and a link directly to the shipper (if available).
You can check the status of your order by clicking on the "Track My Order" link contained in the header of every page of our site. You will need to log in to your account to view the status of your order. Click here to login into your account.