Our Return Policy: Less Frightening Than Our Products

At The Horror Dome, we understand that sometimes even the most terrifying purchase might not be the perfect fit for your haunted needs. Whether our animatronics didn’t scream loud enough or our alien masks didn’t quite capture the extraterrestrial horror you envisioned, we’re here to make things right.

Just as we meticulously craft our spine-chilling products, we’ve designed a returns process that’s straightforward and hassle-free – because dealing with returns shouldn’t be the scariest part of your experience with us.

Return & Exchange Guidelines

Time Frame

We accept returns and exchanges within 15 days of your receipt of items. This gives you enough time to properly test whether our products will terrify your guests as intended.

Condition Requirements

To be eligible for a return or exchange, items must be:

  • In original, undamaged condition
  • In original packaging with all tags attached
  • Unused and free of any wear or alterations
  • Accompanied by the original receipt or order confirmation

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Alien Masks & Classic Monster Masks (due to direct facial contact)
  • Costume Wigs / Hats (for hygiene purposes)
  • Opened or used Bloody / Gory Props (once the special effects have been activated)
  • Customized or personalized items
  • Items marked as “Final Sale”

Please choose your masks and wearable items carefully, as we cannot accept returns on these for health and safety reasons.

The Return Process: A Step-by-Step Guide to Un-haunting Your Purchase

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all the necessary information to process your request quickly.

Return/Exchange Request Template

Copy and paste the following template into an email to [email protected]:

Step 2: Wait for Authorization

Our team will review your request within 1-2 business days and email you a Return Authorization Number and shipping instructions. Do not ship items back without this authorization as we cannot process unauthorized returns.

Step 3: Package and Ship

Securely package your items in the original packaging, include a copy of your receipt or order confirmation, and clearly mark the Return Authorization Number on the outside of the package.

Ship your return to:

The Horror Dome Store
Returns Department
787 Red Dog Road
Charlotte, US 28208

Step 4: Processing

Once we receive your return, we will inspect the items and process your refund or exchange within 3-5 business days. You will receive an email confirmation once this is complete.

Refunds: Getting Your Blood Money Back

Refund Method

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunds will appear on your statement within 5-10 business days after processing
  • PayPal: Refunds will be returned to your PayPal account within 3-5 business days after processing

Deductions

Please note:

  • Original shipping fees are non-refundable
  • Return shipping costs are the responsibility of the customer
  • Restocking fees may apply for large or heavy items like animatronics and large decorations

Exchanges: Trading One Terror for Another

If you’d like to exchange an item for a different product:

  • Follow the same return process outlined above
  • Clearly indicate in your request what you’d like to exchange for
  • If the exchange item costs more, you’ll need to pay the difference
  • If the exchange item costs less, we’ll refund the difference
  • We’ll ship your exchange item once we receive and process your return

Exchange shipping is free for customers in the US. International customers are responsible for additional shipping costs for exchanges.

Damaged or Defective Items

If your horror product arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order information. We’ll quickly send a replacement at no additional cost to you.

International Returns

As we ship globally (excluding some Asian regions and remote locations), international customers are responsible for:

  • Return shipping costs
  • Any customs fees or import duties associated with the return
  • Ensuring the package is properly labeled for international return

We recommend using a trackable shipping service for international returns.

Questions?

If you have any questions about our returns and exchanges policy, contact our customer service team:

Email: [email protected]
Address: The Horror Dome Store, 787 Red Dog Road, Charlotte, US 28208

We typically respond within 24-48 hours – slightly faster than our animatronics can give someone a heart attack.

We promise the returns process will be less terrifying than our products!