DISCLAIMER TO PRODUCTS SOLD
Terms, Conditions & Product Policy
Product guaranteeĀ
All products sold by TheHorrorDome.com are brand new and are inspected as part of our quality-control process before leaving our manufacturing or fulfillment facility.
If you feel an item is found to have a verified issue with materials or workmanship, the issue must be reported within three (3) days of receipt. Once reviewed and confirmed by The Horror Dome, the item will be repaired or replaced with the same item, at our discretion.
Items must be unused, returned in their original packaging, and include all original accessories and components.
Returns or refunds are not accepted for items that are functioning and manufactured as intended, including normal variations in appearance, fit, finish, coloration, construction, or other characteristics that are part of the manufacturing process.
For customers seeking a more customized fit, including adjustments for comfort, positioning, or visibility, please refer to the hang tag included with the product. The hang tag provides specific instructions and recommendations for properly adjusting the item to the individual wearer. Fit, vision, and positioning can vary based on head shape and size and are not considered manufacturing issues when the product is functioning and constructed as intended.
Health, Safety & Return Policy
For health, safety, and quality control reasons, all sales are final.
No returns or exchanges will be accepted on any products ā including but not limited to masks, costumes, props, decorations, animatronics, or custom creations ā unless the item is verified as defective by The Horror Dome within the stated guarantee period.
This policy ensures that every customer receives a brand-new, unused product that has never been worn, displayed, or handled by another individual.
All returns require an RMA (Return Merchandise Authorization) number issued by The Horror Dome. Unauthorized returns will not be accepted.
Approved non-defective returns (if any) are subject to a 25% restocking fee, and shipping charges are non-refundable.
Special & Custom Orders
Orders for animatronics, statues, or custom-built products are classified as special orders. Once production has begun, cancellations will incur a 50% restocking fee.
Special-order items are non-refundable, though The Horror Dome will make every reasonable effort to repair or replace an item in the rare event of a manufacturing issue.
Order Cancellation
Due to our fast order-processing system, all order cancellations must be requested withinĀ 2 hours of placing an order. Once this window has passed, the order will have already entered processing and can no longer be canceled, changed, or modified. We work quickly to ensure orders are packed and shipped as efficiently as possible, so we kindly ask customers to double-check their order details before completing checkout. Thank you for your understanding and cooperation.
Please note if by any chance you deem it necessary for us to cancel an order after 24 hours of placing an order your order will beĀ subject to a 25% cancellation fee.
Product Variations & Fit
All masks and costumes are individually hand-painted, and slight color variations are normal due to artistic process, lighting, and display differences. Such variations are not considered defects and do not qualify for return.
Our Halloween masks are designed as one-size-fits-most, fitting approximately 95% of customers. Fit may vary slightly by head size and shape. Each mask includes instructions for simple adjustments to achieve a more personalized fit.
Individuals with larger builds (260 lbs or more) may find that a standard mask does not fit ideally. For a fully custom sculpted mask made to your exact measurements, we offer custom work at $150 per hour, with production time depending on detail level (typically up to 20 hours).
For best results, we recommend lightly combing the hair on your mask to achieve the same finished appearance shown in our stock photos. Applying a small amount of baby powder inside the gloves will make it easier and more comfortable to slide your hands in and wear them for extended periods.
Damage & Shipping Claims
All damage claims must be reported to TheHorrorDome.com within three (3) days of delivery.
No used or modified products will be credited.
If an item arrives damaged or missing, please contact us immediately.
Shipments that areĀ lost or damaged in transit are not the responsibility of The Horror Dome. We will file a claim with the carrier and cannot issue replacements or refunds until the carrierās investigation has concluded.
Please retain all packaging materials and provide clear photos of any damaged items to support your claim.
Lost or Stolen Shipments
If tracking shows a package as delivered but it cannot be located:
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Check all entrances, porches, garages, and nearby areas.
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Confirm with neighbors or building staff.
If the package remains missing, a carrier trace must be initiated within 48 hours of the delivery scan.Ā If the carrier confirms delivery to the correct address, the shipment will be deemed stolen. Stolen packages are not the responsibility of The Horror Dome or the carrier. Customers should contact local law enforcement and file a claim with their homeownerās or renterās insurance provider.
Ownership & Risk of Loss
All purchases from TheHorrorDome.com are shipped under a destination contract, meaning risk of loss and title pass to the buyer upon delivery to the address provided at checkout.
Tracking information is provided for every order to assist customers in monitoring delivery status.
Limitation of Liability
In no event shall TheHorrorDome.com, its owners, officers, employees, or representatives be liable for any indirect, consequential, or punitive damages arising from the sale, use, or inability to use any product or instructional material provided.
Except as expressly stated herein, The Horror Dome makes no additional warranties, express or implied, regarding any products or materials offered through its website.
Age Requirement
By placing an order with TheHorrorDome.com, you confirm that you are at least 18 years of age (or the age of majority in your state of residence).
CONTACT US
The Horror Dome
P.O. Box 1243
Port Washington, NY 11050
Phone: 516-238-5108
Fax: 516-883-2151
Email: sales@thehorrordome.com
During our peak season, August through October, we experience a significantly higher volume of calls and emails. Please allow additional time for our team to respond. For the fastest assistance, we recommend leaving a detailed voicemail, and a member of our team will return your call as soon as possible.
Thank you for your patience and understanding during our busiest time of year.