We have a dynamic team that works together here at Totally Costumes to make sure you receive your order as quickly as possible. Our mission is to offer you the largest selection of quality costumes possible at the most competitive prices both online and offline. Our friendly customer care team is dedicated to providing you with diligent service while our shipping facilities work efficiently in shipping your order out as quickly as possible.
Our attention to detail is unsurpassed and everyone at Totally Costumes genuinely cares that you have a shopping experience that exceeds your expectations. Though we are all human, we strive for perfection and offering the best shopping experience possible. Totally Costumes makes sure the party never stops!
- Hours of Operation
- Sales Tax
- International Orders
- Payment Options
- Purchase Order Program
- Damaged or Missing Items
- Costume Style Variations
- Costume Sizes
- Order Cancellations & Modifications
- Charge Back Fees
- Fraud & Theft
- Prop 65 Stickers on Product
Hours of Operation
Our offices are open Monday-Friday from 8:00am to 4:30pm MST. Most orders are shipped same business day if placed by 1:30pm (EST). Otherwise, it will ship next business day. We are closed on the weekends and in observation of the following weekday holidays:
- January 1, 2015, Thursday - New Year's Day
- January 19, Monday - Martin Luther King Jr's Birthday
- February 16, Monday - President's Day
- May 25, Monday - Memorial Day
- July 3, Thursday - Independence Day (observed)
- September 7, Monday - Labor Day
- October 12, Monday - Columbus Day
- November 11, Wednesday - Veteran's Day
- November 26, Thursday - Thanksgiving Day
- November 27, Friday - Day after Thanksgiving
- December 24, Thursday - Christmas Eve
- December 25, Friday - Christmas Day
- December 31, Thursday - New Year's Eve
- January 1, 2016, Friday - New Year's Day
Totally Costumes is a Colorado-based company. We are required by state law to collect a sales tax of 2.9% on all orders shipped within Colorado. All orders shipped outside of Colorado are exempt from sales tax.
International Customers will be subject to import duties and taxes. Please read our International information listed below for details.
We understand that the love for dressing up and attending costume parties stretches far beyond our country and we are happy to offer our products worldwide. Orders being sent to an international destination must be paid for with a confirmed PayPal account or a verified credit card. Credit cards are accepted if your billing address and zip code verifies with what your card issuer has on file. If the information is not available through our online credit card processor at the time of your order placement, we telex the information you provided to us and contact your bank for an address verification. Please note this request can take up to 7 days.
If your bank does not respond to this request, we will cancel your order after the 7 day period. If you want to bypass this delay, we recommend that you pay through your PayPal account. Please note that in most cases the bank will not respond to our request for address verification.
All currency is displayed in United States Dollars (USD) and will be billed as such. Exchange rates will fluctuate on a daily basis within each country. Some banks may charge the cardholder additional fees for currency conversion. Please contact your bank directly for additional details and rates. You can also refer to the Google Currency Converter for an estimate.
For the cardholder's protection, the company reserves the right to send orders to the billing address if a differing shipping address cannot be verified.
IMPORTANT TAX INFORMATION FOR INTERNATIONAL ORDERS
Your package will be subject to import duties and taxes that are levied once the package reaches your country. You, as the importer of the items, must pay additional charges for customs clearance. We have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
If you decide to refuse any shipments, you are responsible for the original shipping costs to you, any duties that are incurred on the package and the cost of returning the package to us. This amount will be subtracted from your merchandise refund along with the restocking fee. We are required by law to disclose the full value of the package's contents and cannot alter this value. Feel free to contact us with any shipping or handling questions that you may have.
Please see our Delivery & Shipping Information for international shipping rates and transit times.
We accept Visa, MasterCard, American Express, Discover and PayPal (www.paypal.com). All Credit Card charges will appear on your statement as "Totally Costumes". We do not accept money orders, cashier's checks or personal checks. We only obtain an authorization on your credit card at the time of order placement. We will not charge your card until the time of shipment.
Note: You can place an order with Totally Costumes without a credit card by using a PayPal account. All you need to do is create an account on Paypal.com and enter your financial details. PayPal is designed from the ground up to be a safer way to send money online. PayPal doesn't expose or sell your financial information to merchants. They will safely deposit the money to us using your bank information listed in your account details. Please visit PayPal.com for more information.
PayPal Payments: Please note that all paypal payments are processed through an automated system and the comments in the 'Message to Seller' field are not reviewed. Please submit all requests and inquiries to our Customer Service team.
Purchase Order Program
We understand the need for a convenient ordering system for schools, performing arts centers and churches. We are happy to offer a Purchase Order Program for your organization's ordering convenience within the domestic United States! Whether it be for school plays, religious pageants, theatrical shows or your holiday program, we offer a large selection of costumes, wigs and accessories to help meet your event's needs. Please contact us prior to placing your order for details.
Lost, Damaged or Missing Items
Claims for damaged items or discrepancies must be submitted within 48 hours of order receipt so that we can contact the shipping carrier right away. Please contact our Customer Service team. We are open Monday - Friday from 8:30am to 5:00pm (MST). Please keep all packaging material in the case that an inspection is necessary from the shipping carrier. UPS requires a 7 business day investigation period and in that time we are unable to ship out a replacement or issue a refund until the investigation by UPS has been completed.
Costume Style Variations
From time to time, the manufacturers will update the style of a costume without notifying us. We try to update our item descriptions and pictures to the best of our abilities as we catch this. Please note that we are not responsible for style variations.
The sizing information for costumes is provided by the manufacturer and the corresponding size chart is accessible from each costume page. The manufacturer's do their best to provide us with accurate sizing information, but the measurements can fluctuate occasionally. Please note that we are not responsible for sizing fluctuations.
Order Cancellations & Modifications
All orders are shipped same business day if placed before 1:00pm MST. Please contact our Customer Service team immediately so that we can attempt to stop your order to fulfill your request. Rest assured we will do our very best to do everything possible to catch your order to make the specified changes.
Charge Back Fees
Any customer who files a chargeback through their credit card company will be charged $30.00 to cover the Charge Back Claim Fee that we incur from the credit card company.
Fraud & Theft
Credit card fraud will not be tolerated. All individuals who do commit Credit Card Fraud and theft of our merchandise will be prosecuted to the fullest extent of the law.
Prop 65 Stickers on Product
If you received a product with a Prop 65 sticker, this is because it is mandatory by the state of California when product does not meet their state standards. Rest assured these products meet all Federal Regulations as stated by governing legislature for product safety. The state of California has their own standards so we are required to put these stickers on for the benefit of California residents and their Prop 65 compliance program.