Who We Are:
We have been dressing people’s imaginations since 1991. Our long history in the costume business enables us to truly understand our customer’s needs, and we continuously strive to provide the best selection of costumes and costume accessories at the lowest prices for every holiday throughout the year.
What’s In A Name:
The definition of the word hub is simply “the center of activity,” and it is this definition that motivates us on a daily basis. Costume Hub constantly strives to remain at the center of all online costuming activities. We want people to use our website to discover what costumes are new and fun in the marketplace, and to also discover what fair costume prices should be. Even if you do not purchase a costume from us, we hope that you find the materials on our website informational and helpful in your pursuit of the perfect costume.
What We Are About:
Our goal has always been to provide the largest selection of costumes and costume accessories combined with the lowest prices and impeccable customer service. Unlike many other costume websites who often maintain low, or no, inventory on hand, we constantly update our actual inventory levels to ensure that we have the largest selection of adult, child and pet costumes in stock year round, enabling us to usually ship your costume the same day your order is placed.
To provide the largest, lowest priced year round selection of adult, child and pet costumes. To provide impeccable customer service, with readily available and helpful Costume Hub customer representatives waiting to answer all of your inquiries. To provide honest and fair store policies, such as our 14 day stress free return policy, allowing our customers to have the peace of mind that they are dealing with a solid long-term company that always has their best interest at heart.
You agree that you as buyer and we as seller are responsible for determining the amount of sales, use or other taxes that you may owe as a result of your Marketplace purchase. You also agree that as seller we are responsible to collect, to report and to remit any sales, use or other taxes as may be required under applicable law. You agree (a) that Rakuten.com has no responsibility to collect, report or remit sales, use or any other applicable taxes in connection with your purchase, and (b) to fully indemnify, defend and hold Rakuten.com harmless from any and all claims, demands, damages, awards, fines, costs, expenses and liability in any way associated with foregoing. Without limiting the generality of the foregoing, Rakuten.com currently automatically charges sales tax with respect to any marketplace products shipped to California.
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How quickly will my order ship once my order is placed?
All orders placed before 4:00 pm EST will be shipped the same day. All items ordered after 4:00 pm EST will be shipped the following business day. Any order placed on the weekend, or on a holiday, will be shipped the next business day on the calendar. NOTE: Orders that are shipping with our “Budget” shipping option, are not guaranteed to leave our warehouse in any specific time frame, but will be delivered by the assigned guaranteed delivery date.
What do I do if my package is late?
1. If you DO NOT wish to keep the order than please refuse the package if you are home when the delivery is made, this will return the package to us at our costs. If you refuse the package please drop us a quick via My Messages letting us know you have done this. If delivery is made when you are not home then please DO NOT open the package and contact us immediately. We will have UPS pick the package up at our costs. If you open the package, then the only costs that will be reimbursed will be the original shipping costs, and you will be responsible for getting the package back to us at your cost. Also note that if the late delivery is due to inclement weather, acts of god, or other uncontrollable situations, and or, is caused by an incorrect address provided by you, then you will be responsible for return shipping if you do not desire to keep the order once delivered.
2. If you DO wish to keep the order, then please contact us immediately and we will refund your original shipping costs as long as the late delivery is due to either a CostumeHub or UPS error.
Where will CostumeHUB ship my order?
We will ship your order to any Shipping Address that you provide within the United States. However, please do not list a Post Office Box (PO Box) as UPS cannot deliver to a P.O. Boxes and shipment of your order will be delayed.
At this time we do not ship to Alaska, Hawaii, the Virgin Islands, Puerto Rico, Guam, APO or FPO addresses.
Is a Signature Required Upon Delivery?
We do not require a signature upon delivery. However, occasionally UPS will require a signature if they deem it unsafe to leave the package unattended at your shipping address. If delivery fails due to the fact that UPS required a signature for delivery (after 3 attempts), and the order is returned to us, you will be responsible for the shipping costs associated with returning the order. We suggest checking our online tracking of the package, which will tell you the UPS delivery date, and leaving a note authorizing UPS to leave the package without a signature the morning that delivery is supposed to occur if you believe that they might require a signature and you do not mind them leaving the package unattended at your address.
Refused Shipments, Wrong Addresses and Failed Delivery Attempts:
If you refuse our shipment for any reason, your credit card will be charged for the shipping cost associated with returning the costume to us. If UPS makes three unsuccessful delivery attempts, your credit card will be charged for the shipping cost associated with returning the costume to us, and your original shipping cost will also not be refunded. If you provide an invalid address (including an incomplete address – you must provide a business name if shipping to a business or a suite / floor number if shipping location is not a single standing building), your credit card will be charged for the cost associated with UPS making the address correction. The extra cost related to any of these three occurrences will never exceed $10.00.
Stress free return policy guarantee:
We guarantee a stress free return process at CostumeHUB. We allow up to 30 days after the day you place your order to initiate a return on all items that are qualified for return – stress free.
General Refund Information:
CostumeHUB offers a gigantic selection of costumes and costume accessories, most of which can be returned if the return is initiated within 30 days from the purchase date. All refunds will be for the cost of the merchandise only. Our return and exchange policy applies to (but is not limited to) the following situations:
-Your item(s) doesn’t fit
-Your event gets canceled
-You are unhappy with your purchase for any reason
Return & Exchange Guidelines:
Costumes: Item(s) must be received in new and unused condition and not missing any items (including the original packaging). Costumes returned that smell like cigarette smoke, alcohol, perfume, etc. will be refused. Any return received with missing items or without original packaging will not be credited – no exceptions.
Shoes: Please make sure that your shoes fit and are comfortable before you use them. Shoes that show obvious wear or are missing the original packaging are not returnable. Please put the shoe box in another box when shipping, the original shoe box must be in brand new condition when received. Any return received that is missing items or without original packaging will not be credited – no exceptions.
Wigs, Teeth, & Other Accessories: Item(s) must be received in the original unopened and factory sealed package. (Please look at item carefully before opening the factory sealed packaging.) Any return received with missing items or without original packaging or with opened packaging will not be credited – no exceptions. This includes accessories and wigs that are packaged seperately but included with the costume.
Refunds are only issued for the cost of the merchandise. All shipping charges are non-refundable.
Returns are generally processed within 72 hours of receiving the item(s) back. Please Note: During the Halloween season (October and November) this process may take up to 3 weeks. You will be sent an email once your return is processed notifying you.
Items that are NEVER returnable or exchangeable:
-Undergarments of any type (tights, petticoats, bloomers, etc.)
-Socks and stockings
-Wigs, beards, facial hair or any other artificial hair
-Prosthetics, fangs or any other fake teeth
-Any item that has been worn, used or altered in any way – no exceptions
Exception: Above items may be returned if in unopened and factory sealed package. Products in a snap closure package or any box/bag that is not factory sealed are NOT returnable.
Unlike other costume websites, CostumeHUB DOES NOT charge a restocking fee for most returned items. The only times a restocking fee will be assessed is when five or more items from the same order are subsequently returned, or your return falls outside our return policy and we make an exception to accept your return (i.e., you returned your order after the return cutoff, etc.). In this case a 20% restocking fee will apply. The restocking fee calculation is:
20% of total cost of returned items- any shipping cost = restocking fee.
Problem with your order (wrong size, missing pieces, etc.)?
Contact a CostumeHUB customer care representative who can assist you at 1-800-899-5540. If an item is received damaged, you must notify CostumeHUB so that we can replace the item at our cost. We will do everything possible to ensure that your problem is taken care of in an expedited fashion, as your happiness with your order is our highest concern. Please note if your order is missing pieces or is damaged you can (a) return the item(s) at our costs, or (b) you can choose for us to send you the missing piece(s) or replacement item(s) via 2-3 day priority mail. Once we send you the missing piece(s) or replacement item(s) you cannot subsequently return the costume(s) in question. If an item is damaged you must contact us within 72 hours of receipt (excluding Saturday and Sunday). After 72 hours have passed, CostumeHub will not be responsible for the damaged items.
Contacting Customer Service:
If your merchandise is not as ordered or is defective, contact our Customer Service Team at 1-800-899-5540 or via email at email@example.com
Our hours of operation are Monday through Friday, 9 a.m. to 5 p.m. CST.
Do not hesitate to contact one of our helpful customer representatives if you have any questions or concerns.
U.S. Domestic: 866-812-8262
Customer Service Hours:
Mon-Fri: 9:00 am – 5:00 pm CST.
8250 NE Underground Dr.
Kansas City, MO 64161