Choose your size based on the performer’s barefoot height, rather than their usual clothing size. Fit may vary depending on the character’s shape, padding, and footwear.
Please check our Size Guide and the sizing notes on the product page before ordering.
Need help? Send us the product link and the performer’s height, weight, chest, waist, and hip measurements so we can recommend a suitable fit.
Yes! We can review your artwork or ideas for a custom mascot costume.
To get started, please send us:
- Character artwork, sketches, or reference images
- Preferred colors and any branding requirements
- Performer measurements
- Your delivery destination and required arrival date
We will review your requirements and provide a project-specific quote and estimated schedule. The design, sizing, and key details will be confirmed before production begins.
Explore our Custom Guide or contact us to discuss your project.
No finished artwork is required to start the conversation. You can send us a simple sketch, logo, or collection of reference images.
Front, side, and back views are helpful if available. You can also describe the character’s colors, expression, clothing, and other important features.
We will review what you have and let you know what additional information is needed. See our Custom Guide for help preparing your brief.
Logos, team names, numbers, and custom colors can often be included, depending on the costume’s design and materials.
Please send a clear artwork file and tell us where you would like the branding to appear. For color matching, include any Pantone, HEX, or RGB references you have.
We will confirm the available options before production. Slight color differences may occur between screens, reference images, and physical materials.
Contact us to review your branding requirements.
A costume may fit more than one performer, but this depends on the design and each person’s measurements.
If your mascot will be shared by a team, please send us the performers’ height range and relevant body measurements before ordering. We can review the design and recommend a suitable sizing approach.
Please also mention any clothing layers or cooling equipment that will be worn underneath. Visit our Size Guide for measuring instructions.
Your delivery timeline includes order processing, any applicable production time, and shipping.
- Order processing: 3–5 business days after payment is received.
- Free Shipping: usually 10–15 business days in transit to North America, Australia, and Europe.
- Express Shipping: usually 5–7 business days in transit to North America, Australia, and Europe.
Made-to-order and customized costumes may require additional production time. Please check the product page and your order confirmation for the applicable estimate.
Delivery dates are estimates. Customs checks, carrier disruptions, and holidays may cause delays. For other destinations, please see our Shipping Policy.
We offer Free Shipping and paid Express Shipping. The options available for your delivery address will be shown at checkout.
- Free Shipping: no shipping charge.
- Express Shipping: a faster shipping service charged per item.
Some products and delivery locations may have limited shipping options. Please check our Shipping Policy for express rates and estimated transit times.
Please contact us before ordering if you have a fixed event date.
Send us the following details so we can review the schedule:
- The product link or your custom design
- Your required arrival date
- Your delivery country and postal code
We will review the estimated production and shipping times for your order. Express Shipping reduces transit time, but does not automatically shorten production time.
Allow extra time where possible, as delivery dates are estimates. Contact us to check your timeline.
If tracking is included with your selected shipping service, we will send you the tracking details after your order has been dispatched.
Please allow some time for the carrier’s first scan to appear. Tracking may not update at every stage of the journey.
If your order is shipped in separate packages, you may receive more than one tracking number.
Need assistance? Contact us with your order number so we can help review your shipment.
We generally use shipping services with import duties and taxes included. Customs or the carrier may still ask you to provide information to clear your parcel.
If you must pay import duties or taxes to release a tax-inclusive shipment:
- Keep the official invoice and payment receipt.
- Complete the customs clearance requirements.
- Send us the documents together with your order number.
We will verify the charges against your shipment and reimburse the import duties and taxes you paid.
Please see our Customs, Duties & Taxes page for full details.
The following payment methods may be available at checkout:
- PayPal
- Eligible credit and debit cards through PayPal
- Apple Pay on supported devices and browsers
- Google Pay where supported
Availability depends on your country, device, browser, currency, and order details. A PayPal account may not be required when card guest checkout is available.
Please use the options displayed at checkout, or visit our Payment Methods page for more information.
Contact us as soon as possible with your order number if you need to make a change or request a cancellation.
- Before production: we can normally cancel your order and issue a full refund.
- After production begins: custom and made-to-order products cannot normally be canceled. If production can be stopped, reasonable costs already incurred may be deducted; we will explain these before completing the cancellation.
- After dispatch: an order cannot be canceled in transit. Any eligible return will follow our return policy.
Changes to sizing, colors, artwork, shipping address, or delivery service are not guaranteed after confirmation. Additional charges or a revised delivery date may apply.
See our Return & Refund Policy for details.
Return eligibility depends on whether your item is ready-made or customized.
- Eligible ready-made products: request a return within 14 calendar days of delivery. Items must be non-customized, clean, complete, and unused except for reasonable inspection or trying on, with all original packaging and components.
- Custom products: items made to your measurements, colors, logo, artwork, or other specifications cannot normally be returned for a change of mind once production has started.
This does not affect your rights if an item is faulty, damaged, incorrect, or materially different from the approved order, or any mandatory consumer rights.
Please contact us for approval and return instructions before shipping anything back. Full conditions are available in our Return & Refund Policy.
Please inspect your order after delivery and contact us as soon as possible, preferably within 7 calendar days, if anything is damaged, incorrect, or missing.
To help us review the issue, please provide:
- Your order number
- A clear description of the problem
- Photos or video showing the item and the affected area
- Photos of the shipping package and label, where relevant
Keep the item and all packaging until we have reviewed your request.
For confirmed issues, we will arrange an appropriate solution, such as a repair, replacement, missing-part shipment, price adjustment, or refund.
Contact our team for assistance.