Welcome to The Horror Dome Store, where we specialize in transforming ordinary spaces into extraordinary nightmares! We understand that our terrifying products need to arrive safely and on time to ensure your haunted experience is perfectly spine-chilling. Below you’ll find all the information you need about our shipping and returns processes.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. During peak seasons (especially October), processing may take slightly longer, so we recommend ordering early to ensure your terrifying treasures arrive in time for your haunting events.
Shipping Methods & Delivery Times
We offer two shipping options to deliver your nightmares worldwide (excluding some Asian regions and remote locations):
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Includes tracking and insurance
- Recommended for time-sensitive haunting needs
Free Shipping
- Available for orders over $50
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Includes basic tracking
International Customers Note: Delivery times may vary based on customs processing in your country. Any customs fees or import duties are the responsibility of the recipient.
Returns & Exchanges Policy
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. Our returns process is designed to be 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.
Send your request 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
International Customers: You are responsible for return shipping costs and any customs fees. We recommend using a trackable shipping service for international returns.
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.
Questions?
If you have any questions about our shipping or returns 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!