After being in business for several years, we’ve been able to compile a list of questions that come up the most. Before contacting us with a question, please take a moment to view our FAQs below. If, after reviewing it, you still have questions without answers, please feel free to contact us at our toll free number (1-877-806-PURE).
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877.806.7873 Call us 8:30 a.m. - 4:30 p.m. PT (Monday through Friday). For your convenience, try our Support Center for all your questions. You can also E-Mail us directly.
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FAQs
Questions? We have answered.
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Is the picture on your website exactly the same as what I’ll receive?
Usually, yes. However, costume styles (colors and fabrics) are subject to change without notice due to the manufacturer's production. These changes, no matter how slight, are beyond our control. We work hard to update our website descriptions and images as soon as we become aware of variations, but manufacturers do not always notify us in advance about the changes. We apologize for any inconvenience this may cause and thank you for your understanding.
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How do I determine if a costume is the correct size?
Size charts are available on each product page, below the size selections. It is important to understand that while the sizing information provided by the manufacturer is generally accurate for the measurements indicated, a costume will rarely fit every person as if it were tailor made for that person. For example, while a costume may fit based on waist or hip measurements, the inseam length or sleeve length may be slightly off. Therefore, in some cases, alterations may be required. We do recommend, however, that you order the larger size when debating between two sizes because seasonal costumes tend to run small.
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How do I know if an item is in stock?
Occasionally, some items will become backordered or out of stock. To assist your purchasing decisions, we will have status remarks next to each and every item on PureCostumes.com. Below are the status remarks and their definitions.
- In Stock (Ready to Ship) – Item is in stock and is ready to ship within 24 hours
- In Stock (Ships within 48 Hours) – Item is in stock and is expected to ship within 48 hours
- Pre-Order – Item is new for the year and we anticipate receiving inventory by the “Estimated In-Stock Date”
- Out of Stock – Item is out of stock and we do not anticipate receiving any shipments
Please note that pre-order items can still be purchased, while out of stock items cannot be purchased. In addition, while we anticipate receiving stock for pre-order items, we cannot guarantee that your order will be processed. The manufacturer may come back to us and tell us that the item is out of stock or discontinued. Another possibility is that there may be a limited number of stock available, but not enough to fulfill all orders.
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Can I make a purchase for someone else?
Yes. You may purchase an item from our website and have it shipped to an address other than yours.
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Do you sell wholesale?
No, we do not.
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Do you offer quantity discounts?
For larger purchases, we may offer a 10% discount. Please call us at 1-877-806-PURE to inquire.
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Do you welcome walk-in?
We mainly operate as an e-commerce business, but do welcome walk-ins as well. Note that we are a warehouse and not a retail store, so we do not have a storefront. Please give us a call beforehand to let us know which item(s) you are interested in so that we can have the item(s) ready for you when you arrive.
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Can I place my order over the phone?
Yes, we do take orders over the phone. You may call our toll free number (1-877-806-PURE) to place any orders. Please note that a working e-mail address will be required so that we may send you correspondence relating to your order (order confirmation, order processing, and tracking number).
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What do I do if the items I received in my shipment are not what I ordered?
If we made a mistake in the fulfillment of your order, please contact us within 3 days of receipt of merchandise and we will issue you a Return Authorization (RA) number. You will need to return the item to us by following the guidelines stated in the Returns/Exchanges Procedures. Once we receive your package, we will send out the correct item. Be assured that we will cover all shipping costs, since it was our mistake.
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After my order is submitted, can I make changes to it or cancel it?
Once you submit your order, you will not be able to make changes to it. If you would like to purchase an additional item, you will have to place a new order on our website. If you would like to cancel your entire order, you will need to give us a call at 1-877-806-PURE to speak to a representative. If your order has already been shipped when you decide that you would like to cancel it, you will need to process it as a return when you receive it. Please see our Returns/Exchanges Procedures for more details.
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I accidentally deleted my original order confirmation email. Where can I get another order confirmation?
You can always log into your account on our website to obtain your order confirmation and view your order status.
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If I place an order today, when will I receive it?
How quickly you receive your order depends on the current processing time and the shipping method you choose at the time of checkout. For example, if our current processing time is 1 business day and you select the standard shipping option of 2-5 days, you can expect to receive your order in 3-6 days. Here is an illustration of this calculation:
Total delivery time = Processing Time + Shipping Time
For all off-season orders, we anticipate a processing time of 1 business day for both domestic and international shipments. This means that your order will leave our warehouse the day after it is placed. However, orders placed during the month of October may experience a longer processing time due to a high volume of orders. If your order takes longer than 1 business day to process, you will be contacted by us within 24 hours.
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When can I expect delivery for a pre-order item?
When you purchase a pre-order item, you are put on a waiting list for that item. Once we receive stock, we will fill orders according to this waiting list. There is no way for us to give a guaranteed date on when we will receive new stock for any item, as it varies from item to item.
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Do you ship internationally?
Yes, we do. Please note that at the moment, our system can only support international orders from Australia, Canada and the UK. We apologize for any inconvenience this may cause.
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How can I track my order?
When your order leaves our warehouse, you will receive a shipment confirmation email. In this email, we will also include a tracking number. This tracking number can be used to track your order at the UPS or USPS website (depending on which carrier you selected). You may also track your order by logging on to your account on our website.
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I received a partial shipment. What do I do?
In some instances, we may ship items separately due to size and availability. Items that are shipped separately may arrive on different days. With that said, we do recommend that you give us a call if you find an item missing so that we can follow up on the matter. Please have your Order Number ready when you call.
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My shipment was returned to you. What can I do?
If your shipment was returned to us as undeliverable, but you would still like to purchase the merchandise, please give us a call at 1-877-806-PURE. Please have your Order Number ready when you call.
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I received my shipment, but one of the items is broken or missing. What do I do?
If one (or more) of the items in your order is missing or broken, please give us a call and let us know as soon as possible. Please have your Order Number ready when you call.
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How can I determine what the shipping and handling costs for my order will be?
The best way to get an estimate of the shipping and handling costs is to add the items you are interested in purchasing to your shopping cart. Before proceeding to check out, there is a “Calculate Shipping” button. Click on the button and it will open another screen asking for your shipping information. Once the necessary information has been entered, click “Calculate” and the screen will display the different shipping methods, prices and guaranteed dates. This will give you an opportunity to review the shipping and handling charges before actually placing the order.
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How do I know if my order has been received by PureCcostumes.com?
Once your online order is submitted, you will receive an order confirmation email with an Order Number. If you do not receive an order confirmation email, your order was not complete and/or not received.
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How long it will take for my order to be processed and when will my item be shipped?
For all off-season orders, we anticipate a processing time of 1 business day for both domestic and international shipments. This means that your order will leave our warehouse 1 business day after it is placed. However, orders placed during the month of October may experience a longer processing time due to a high volume of orders.
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What payment options do you offer?
We currently accept Visa, MasterCard, Discover and American Express. We also accept Debit cards with the Visa or MasterCard logo. We do not accept purchase orders, checks, money orders, wire transfers or COD shipments.
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A credit you issued has not yet appeared on my credit card billing statement. How long does this normally take?
While it usually takes only about 1 week to process a return, it can take up to 3 weeks during our busy season in October. Please allow 1-2 billing cycles for the credit to appear on your statement.
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Is my credit card and personal information secure with you?
We have taken every precaution to ensure that you have a positive and safe experience while shopping with us. Our website is VeriSign Secured, which means that we have added protection against hackers and fraud. For more information, you may read about SSL Certificates.
Our website is VeriSign Secured.
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My credit card statement is showing multiple charges for my purchase with you. Why did this happen and how can I get this fixed?
It is not possible for us to charge a card multiple times for the same order. Transactions must be initiated by the card holder using his/her PC online. There are two possibilities for why this may have occurred:
- You clicked the Submit button multiple times or refreshed your browser during checkout
- Your credit/debit card was declined due to an AVS (address verification system) data mismatch.
When you see multiple charges on your statement, please give us a call as soon as possible. We will look into our payment gateway and will refund the duplicate charges if there was an error. Please allow 1-2 business days for us to investigate and resolve the issue, as well as 1-2 billing cycles for the credit to appear on your statement. Note that during our busy season in October, it may take 1-2 weeks to process. All refunds are issued on the card that was used to make the original purchase.
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Do you charge sales tax?
We charge a sales tax of 9.25% for all orders shipped within California.
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What is your refund and return policy?
Please see our Return Policy for more information.
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Can I exchange an item for a different size?
Yes. However, you will be responsible for all shipping and handling charges. Please see our Return Policy for more information.
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I ordered the wrong item. Can I exchange the item for the correct item?
Yes. However, you will be responsible for all shipping and handling charges. Please see our Return Policy for more information.
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How do I obtain a Return Authorization (RA) number?
You may obtain a RA number by completing an online form or by contacting us via phone or email.
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