Greetings, haunters and horror aficionados!

At The Horror Dome Store, we’re dedicated to delivering spine-chilling animatronics, props, and decorations straight to your haunted doorstep. While we strive to ensure your order arrives in perfectly terrifying condition, we understand that sometimes things might go bump in the night. This policy outlines our shipping methods and return process to keep your haunting experience smooth and satisfying.

SHIPPING INFORMATION

Order Processing Time: 1-2 business days after payment confirmation.

Shipping Methods & Delivery Time:

  • Standard Shipping: Via DHL or FedEx – $12.95
    Delivery within 10-15 days after shipment
  • Free Shipping: Via EMS (for orders over $50)
    Delivery within 15-25 days after shipment

Shipping Areas: We ship worldwide (excluding Asia and certain remote regions).

RETURNS & EXCHANGES POLICY

We accept returns and exchanges for items in their original condition within 15 days of receipt.

ELIGIBILITY CONDITIONS

To be eligible for a return or exchange:

  • Item must be unused, in original packaging, and with all tags attached
  • Item must not be damaged or altered in any way
  • Proof of purchase is required

NON-RETURNABLE ITEMS: Due to the nature of our products, certain items cannot be returned for hygiene and safety reasons:

  • Alien Masks & Classic Monster Masks (if opened/used)
  • Clown Costumes (if opened/used)
  • Bloody/Gory Props (if opened/used)
  • Animatronic Mechanisms (if seals are broken)
  • Any electronic components that have been installed or used

RETURN PROCESS

Follow these steps to initiate a return or exchange:

  1. Contact Our Ghouls: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Await Authorization: We will respond within 2 business days with a Return Authorization Number (RAN) and instructions.
  3. Package Securely: Repackage the item in its original packaging with all included materials.
  4. Ship Back: Send the package to the address provided with your RAN clearly marked on the outside. We recommend using a trackable shipping method.

REFUNDS & REIMBURSEMENT

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your original payment method will be credited (credit card, PayPal, etc.)
  • Original shipping costs are non-refundable
  • Return shipping costs are the customer’s responsibility unless the return is due to our error

For exchanges, we will ship the replacement item once the return is received and processed. If the exchanged item costs more, we will invoice you for the difference. If it costs less, we will refund the difference.

DAMAGED OR DEFECTIVE ITEMS

If your Animatronic Zombie arrives more dismembered than advertised, or your Alien Prop lacks its intended terror factor:

  • Contact us immediately at [email protected]
  • Provide photos of the damage or defect
  • We will arrange for a replacement or repair at our discretion
  • We may cover return shipping for defective items

INTERNATIONAL RETURNS

For customers outside the United States (excluding Asia and certain remote regions):

  • Return shipping costs are the customer’s responsibility
  • Customs duties and taxes are non-refundable
  • Please indicate on the customs form that the item is a return to avoid additional charges

RETURN REQUEST TEMPLATE

Use this template when emailing our customer service ghouls:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Horror Dome Ghouls,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Product Name: [Product Name]

Reason for Return: [Please specify]

I have read and understand the return policy regarding non-returnable items.

Please provide further instructions and your Return Authorization Number.

Sincerely,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

QUESTIONS?

Contact our customer service ghouls for assistance:

Email: [email protected]

Address: The Horror Dome Store, 3447 Ashton Lane, Austin, US 78759

Response Time: Within 2 business days

Now go forth and create something truly terrifying—knowing we’ve got your back if anything goes bump in the night!

© 2025 The Horror Dome Store | All Rights Reserved