Visit our Store at
Candy's Costume Shop
685 Mount Pleasant Rd
Toronto, Ontario
Canada. M4S 2N2
Tel:(416)487-5794
Fax:(416)487-7555
[email protected]
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FAQ

FAQ – Frequently Asked Questions:

1. Ordering

2. Payments

3. Shipping and Delivery

4. Returns and Refunds

5. Security and Privacy

 

ORDERING:

How do I know the availability of an item?

Once you have selected an item, if the item is one size, the number of stock available will be displayed with the item information. If the item has multiple sizes, you can select the size and it will show you if the item is in stock or not.

May I purchase an out of stock item?

Unfortunately not.

Does the costume include everything in the picture?

Items may not include accessories, wigs, makeup or other pieces shown in the image. Please see the product description for a detailed list of what is included with each item.

How do I find the right costume size?

Once you have selected a costume, the sizing chart will be available with the item information. Please follow the guidelines provided.

How do I know if my order went through properly?

You will receive an email confirmation.

I have not received a tracking number

If you have not received a tracking number within 3 days please contact our customer service department at [email protected]

Can I change or cancel my order?

If for any reason you need to cancel your order. You must email us before 4pm on the day of placing the order. Should you place your order after 4pm you have until 4pm the following day to cancel your order. Unfortunately if you do not contact us by that time your shipment has left the building and you will be charged for the shipping and handling.

What happens if I refuse my package?

If for any reason you refuse your package and it is returned to us. We will charge your credit card for the returned postage and a 15% restocking fee.

What happens if I fail to collect my package from the shipping depot?

If you have failed to pick up your package for any reason and it is returned to us. We will charge your credit card for the returned postage and a 15% restocking fee.

Will my order arrive before Halloween?

During the Halloween season, we cannot guarantee orders placed after Sunday October 16th will arrive by October 31st. Please be aware of this before placing your order.

Due to the seasonal nature of our business, all items purchased in October are a FINAL SALE. There are No Returns, No Refunds, and No Exchanges.

 

Do you offer gift certificates?

Unfortunately we do not.

I don’t want to buy online, can I shop any another way?

If you prefer, you may order by telephone at 416-487-5794. The alternative would be to visit our store located at 685 Mount Pleasant Rd Toronto, ON.

Do you offer gift receipts?

Unfortunately we do not.

 

PAYMENTS:

What payment methods do you accept?

We accept Visa and MasterCard as payment.

Do you accept PayPal?

At this time we do not offer PayPal as a form of payment. However, our website is secure for credit card transactions, with a SSL Certificate. Any information that you fill out on our site is encrypted and sent in a format that is not readable by anyone but the server. This allows sensitive information, like your credit card number and passwords, to be sent across the Internet securely

What taxes do I have to pay?

Sales taxes are charged on Canadian shipping addresses by province.

All customs and duties charges are the responsibility of the receiver according to the applicable laws of your country. Customs and duty charges will be billed separately by the shipping carrier.

Do you offer any discounts?

If you spend over $1000.00, shipping is free.

Do you offer a discount for registered charities?

We do offer a 10% discount for registered charities. You will need to contact us via email and provide a cover letter on your charities letterhead paper, which contains your charity registration number.

Can I apply a gift certificate to an order?

No. They cannot be used to purchase online. They can only be redeemed in the store

 

SHIPPING AND DELIVERY:

How long will it take for my order to arrive?

Orders will not be shipped on Saturdays, Sundays, or Holidays. Orders will be delivered within 4 - 7 business days. Allow 1 business day for order processing, this processing time is not included in delivery times.

How do I track my order?

Once we have processed your order, we will email you a tracking number with a link to the shipping company's website by which you can follow the progress of your package.

I haven't received a tracking number for my order yet.

If you have not received a tracking number within 2 days please contact our customer service department at [email protected]

I haven't received my order yet.

If you have not received your order within 8 business days, please contact our customer service at [email protected]

Do I need to sign for my delivery?

Yes, all orders require a signature. If you are not home at the time, the shipping service will leave a notification stating where you can collect your package.

Do you ship to P.O. Boxes?

No we do not.

Do you ship internationally?

No, currently we do not ship internationally. 

 

RETURNS AND REFUNDS:

What is your return policy?

Please see our Customer Care page for full details.

Are all items returnable?

Due to the seasonal nature of our business, all items purchased in October are a FINAL SALE. There are No Returns, No Refunds, and No Exchanges. Year round, the following items for hygiene reasons are always a FINAL SALE.

There are No Returns, No Refunds, and No Exchanges on: 

  • - Makeup/prosthetics
  • - Tights and undergarments
  • - Wigs
  • - Hats with attached hair
  • - Beards and Moustaches
  • - Novelty Teeth
  • - Contacts
  • - Earrings
  • - Items that are factory sealed and have been opened.

Footwear: We will only accept footwear back as long as the soles display absolutely no signs of wear.

All other items can be returned. You will be responsible for return shipping costs.

What do I do if there is a problem with my order?

Email our customer service department explaining the problem at [email protected]

The item I ordered is not exactly as pictured online.

As mentioned in our purchasing policy, items may not be exactly as displayed in an image due to a change in the manufacturer's production. These changes, no matter how slight, are beyond our control. Items may not include accessories, wigs, makeup or other pieces shown in the image. Please see the product description for a detailed list of what is included with each item. We apologize for any inconvenience

Can I exchange an item?

We are unable to allow exchanges due to quick stock turn over. If you require a different size or style, you must place a new order and return the original items you have already received.

Items must be returned in new, unused condition. We are very strict on this. We inspect every return for signs of wear or alteration. If you wear it or stretch it out, please don't return it. If you return an item that has been damaged by you, or is used, stretched, has missing tags or is not in its original packaging it will be returned to you at your expense.

How do I return an item?

If you have a problem with a shipped item, email our customer service department stating the reason you wish to return the item(s) at [email protected] immediately. Returns will not be accepted under any circumstances unless you have written authorization.

After receiving your return authorization number, we must receive your item(s) back within 5 business days. Please be sure to clearly put the authorization number on the outside of the package before shipping.

Your package will be refused if the return authorization number is not written clearly on the outside of the package and shipped back prepaid at your expense.

Can I personally return items to your store?

Our retail store at 685 Mount Pleasant Rd has an "all sales final" policy. Please do not hand deliver any online returns to the brick and mortar store. They will not be accepted.

When will I receive my refund?

Once the merchandise has been received and inspected, we will refund the cost of the merchandise only. Shipping charges will not be refunded. Refunds will be issued within 3 business days of receiving the returned items. If the refund does not show in your account within four days please consult you bank.

 

SECURITY AND PRIVACY: 

What is your privacy policy?

We will require your name, address, phone number, email and credit card information, for the purposes of shipping the items to you. For delivery purposes only, we must pass on your shipping address to one of our recognized shipping companies (Canada post, UPS, FedEx). All financial information is not passed on to anybody. We guarantee not to pass any of your information to any other third party.

Is it safe to use my credit card on your site?

Our website is secure, with a SSL Certificate. Any information that you fill out on our site is encrypted and sent in a format that is not readable by anyone but the server. This allows sensitive information, like your credit card number and passwords, to be sent across the Internet securely.

What information is collected about me when I purchase online?

We will require your name, address, phone number, email and credit card information for the purposes of shipping the items to you.