Q1.Do you ship internationally?
A1. Yes, we do ship to international locations. Express and Airmail shipping methods are available for international shipping.
Q2.Do you offer any guarantee on the products? Is there any difference with the picture?
A2. We cannot guarantee the performance of a product due to the nature of their use. However if an item is damaged, missing or incorrect, when on arrival we will of course offer to replace it or issue a full refund. In order to ensure the consistence between real products and pictures, the website displayed pictures are real product photography, but product brightness, color are slightly different.
Q3.If I would like to modify an existing product or create a new design, what should I do?
A3. You need to provide us with the following details:
Our original product number or a clear image of your new design (photograph or drawing)
Detailed color scheme description using PANTONE formula guide
The detailed description of materials that you want to use
Detailed description of product’s specification and shape, purpose (e.g. general sale, promotion campaign, etc.)
Q4.Are all the plush toys shown in your range in stock?
A4. Because we have such a large range of mascot costumes, it is impossible to have all characters in stock. If you require mascot costumes for a specific date, we suggest you contact us first to check the delivery times.
Q5.Can you make any other animals?
A5. Yes, we can create anything! We have created tigers, lions, cow, rooster, mouse, pig, horse.....all kinds of animals. Please click here to view photos our product line.
Q6.What are the specifications of the mascot costumes?
A6. The costumes are manufactured in accordance with the costume regulations, and are made of high quality imitation fur. They are made without and hard elements to avoid injury and are extremely durable.
Q7.Do you pay for the shipping, and what shipping methods do you offer?
A7. Currently we offer EMS free shipping service to most of the countries including USA, Canada, United Kingdom, Australia, New Zealand, Singapore, Japan, Germany, France, Spain, Denmark, Sweden, Ireland, Switzerland and most of the countries in west Europe and Southeast Asia. But if you prefer UPS or other couriers, please contact us first to quote the fees required.
International Express (7 - 12 business days)
International Airmail (14 to 16 business days)
Q8.I've been down one order, but I forgot to set some things, and I also wish to add something, what shall I do?
A8. You can contact our customer service within 24 hours after you ordered, and modify the order.
Q9.Before a product price decreasing, I have bought some, and the price is higher than international price, I wonder if you can return the difference to me?
A9.Companies offer products with the cost of raw materials or changes in market supply and demand, price cuts or price increases can sometimes be the case. So we make it a rule that the product price is the price when our clients make the order.
Q10.How is the after-sales service?
A10. Happy’s sales reps or customer service staffs are always here when you need us. Your purchase can be reproduced and refunded if there are serious quality problems
Q11. What do I do if there are products missing from the delivery?
A11 We double check orders when dispatching to minimize the chance of this happening. In the unlikely event that you have something missing, please notify us preferably on the same day of delivery but in any event no later than 3 days after delivery has been made. We will then look into how and when your order was dispatched and replace the missing product if found to be at fault
Q12.How many discounts can you offer?
A12. It depends on the quantity you orders and whether you have ordered products from us before. Also, the choice of transportation type is related. Who pay for the transportation fee and who bear the insurance and the risk are the decided factors.
Q13. How do I exchange or return an item?
A13. If your order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a new one completely at our expense. Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement pieces. We work hard to make your shopping experience here an enjoyable one.
Notice: Some products cannot be returned or exchanged unless item was received defective, damaged or broken.
Q14.I have question that wasn't answered in this FAQ, how can I do?
A14. We would love to hear from you, and we will do our best to answer your inquiry as soon as we can. Reach out to us by submitting your questions through our Contact us page. Also the Community Managers are on line answering questions every day.
Q15. Can I get just a mascot Head and not the entire costume?
A15. Yes! Heads, bodies, feet...all costume parts are available as separates. Just contact us for pricing.
Q16. Can I get the Head from one mascot on your website and the body from another one?
A16. Yes! We would be happy to switch heads and bodies...even parts of bodies. For example, the head from that Hornet, the wings from another Hornet, the feet from the Pioneer and the jersey from the Hawk. Just tell us what you'd like and we'll calculate the price for you.
Q17. Can I see a rendering of our custom mascot?
A17. Yes! What's more, if you order your custom-made mascot from CM, Our computer officers can email you a rendering of what your mascot will look like subject to your approval before any fabric is cut. We will not begin production until you are completely satisfied with the proposed design. Once approved, if you wish, we can send you digital updates on your mascot while it's in production to assure that you are pleased with its progress.