Customer Service
Frequently Asked Questions (FAQ)

At SpookShop we pride ourselves on providing customer service better than you will find from other websites. We have provided a list of FAQ's to help answer any problems that you may have while shopping with us.

Please note:

• Costume styles are subject to change without notice, due to the manufacture's processing. These changes, no matter how slight or significant, are beyond our control. We apologize for any inconvenience this may cause. The manufactures do not always notify us of these variations. We will reflect any changes to the costumes in the website descriptions and images as soon as we become aware of them. Thank you for your understanding with this issue.
• We have the right to refuse the sale of any incorrectly priced merchandise or inaccurate shipping offered on Spookshop.com.
  

  Shipping and Handling §         If I place an order today, when will I receive it? Please click on the SHIPPING button at the bottom of the page. We ship from Washington State. Find your location on the map; this shows the approximate number of business days it takes for a shipment to arrive to you. Add 1-2 days for handling for your total wait time. (The sooner you order, the more likely your order will go out quickly.) §         How do I select a shipping method? For most items, FedEx is your best option, just determine how fast you want your items and you will see a shipping rates immediately.   For small items under 2 pounds, or if you are a APO or FPO, Alaska, Hawaii or International, you may find US Postmaster to be the best option. §         How will I receive my order? If you choose Postmaster, it will be delivered to your mailbox. FedEx deliveries come straight to your door, and cannot be delivered to PO Boxes. §         Does SpookShop.com ship to Canada or other International locations? Yes. Please see our list on the SHIPPING page. §         How are shipping and handling charges determined? Package size and weight are both taken into consideration. Shipments Outside the Continental US or shipped by Express methods may be more expensive if they contain large items such as wings, or a sword or hat. This is because the package is charged by its size and its weight. §         Why did I only receive part of my order? If part of your order was out of stock, we ship what is on hand and backorder the remainder, which will be shipped as soon as it arrives.     Order Status and Merchandise Return §         How can I track my order on the site? You must register before you place your order. Then all you have to do is click the TRACK YOUR PACKAGE button and follow the instructions. §         When will I receive my order? Please click on the SHIPPING button at the bottom of the page. We ship from Washington State. Find your location on the map; this shows the approximate number of business days it takes for a shipment to arrive to you. Add 1-2 days for handling for your total wait time. (The sooner you order, the more likely your order will go out quickly.) §         Can I return my order? Please click on the RETURNS button at the bottom of the page for answers. §         How do I report a problem with my order? Please email sales@spookshop.com with the name the order was placed under and details about the problem. If you need to return or exchange an order, please order the correct item online before processing your return. This will allow you the best chance of finding the correct item still in stock. Please click on the RETURNS button at the bottom of the page for more information.   Navigating SpookShop.com §         How do I search for a costume? Type your item description into the search bar at the top right of the page. §         How do I select a size? Sizes are included on the ORDER NOW tab. Most children's sizes are assigned by age (a 2-4 will fit a 2 to 4-year-old); most adults are by dress or jacket size. §         How do I know if an item is in stock? It will say IN STOCK or OUT OF STOCK in the pull-down menu that allows you to choose a size or order a product. §         If an item is out of stock, when will it be back in stock? There is no short answer for this question. Depending on the manufacturer, it may or may not be in stock in time for Halloween. Most items listed on the site will arrive on time, or we would not list them for sale. Bookmark the site and check back to see whether the status of an item has changed; we update the website daily. Please do not call to ask, as we will not be able to provide you with an accurate answer. §         How do I use the shopping cart? On the drop-down menu, choose your size or color, then click BUY NOW. The cart will show the item you have chosen. Then click CONTINUE SHOPPING to order more items, or PROCEED TO CHECKOUT . Fill in the Billing and Shipping Address information, and Register so that you can later check the status of your order online. Click on CONTINUE. Select a shipping method. Click on CONTINUE. Enter any special instructions and your payment information. Click on CONTINUE. Your order will be confirmed, or if there are any problems, you will be asked to return to another page to correct them. Your credit card will not be charged until your order is shipped. §         Can I get a catalog? At this time, we do not offer a printed catalog. §         How do I place an order? The fastest, easiest way is to order online using your credit card or paypal account. You may also fax your credit card information. Please include Cardholder's name and billing address, shipping address, card number, expiration date and the last 3 digits on the back or the card (in the signature bar) or 4 on the front of AmEx cards, Or call to order: 360-752-1668 or 1-877-SpookShop (776-6574). §         How do I know that my order has been confirmed? This will show on the final page when you check out. §         Is my credit card information safe? Yes. We utilize HackerSafe and GoDaddy.com to secure your personal information. This Web site is secured with a GoDaddy.com Web Server Certificate. Transactions on the site are protected with up to 256-bit Secure Sockets Layer encryption.   §         How do I make changes to or cancel my order? Contact us by email or phone as soon as possible. Please click on the RETURNS button at the bottom of the page for details. Payment §         What forms of payment does SpookShop.com accept? We accept Visa, MasterCard, Discover, and American Express cards as well as PayPal online. You may go through the ordering process as if you will pay with credit card for your total including shipping, then mail us a cashier's check for the total amount along with your order. For large orders, you may wire directly into our account, send us an email and we will contact you with how to proceed. §         Do I have to pay sales tax? Only if you are shipping to Washington State. §         What does SpookShop.com do to protect my privacy? We utilize HackerSafe This site is tested and certified daily to pass the HACKER SAFE Security Scan. To help address concerns about hacker access to confidential data, the "live" HACKER SAFE mark appears only when a web site meets the HACKER SAFE standard.  and GoDaddy.com to protect all your online information. This Web site is secured with a GoDaddy.com Web Server Certificate. Transactions on the site are protected with up to 256-bit Secure Sockets Layer encryption.  We do not sell or share your email address or any other personal information with anyone outside of SpookShop.com.