Shipping & Returns

MakupArtist Studios are located on the tropical island of Phuket, Thailand for obvious reasons. The company is register in the US and is owned and run by Americans. MakupArtist also warehouses most halloween products, wigs and Female masks in Ohio especially for faster shipping during Halloween. We do not do any custom work in Ohio so any orders place that require custom work will be done in our Studios on Phuket.

International shipping has really change in the last five years, what once took five days to accomplish takes fifteen days to most countries. We have no idea why it should take so long. The Thai post is one of the most efficient in the world taking only three days from our office door to an airport in your country. From their the package enters your local counties customs and who know what happens next with the additional 13 days. All packages are shipped standard with an international small packet registered and insured tracking number that will require your signature to receive. This number in most countries will show up on your counties web tracking page. Canada is a good example of this with the tracking even showing arrival at the airport and entrance into customs and the full tracking locations. The US on the other hand does not track the package till after it is sign, scanned and delivered to you.

If you need better tracking with have an exceptional international rate upgrade to FedEx shipping and it will be delivered to you in 3-4 days with or course excellent tracking. Please if you have any concerns about shipping pay the extra money for this option. There is a drop down box on the page of the item you are purchasing a single purchase of FedEx will be for 500 grams which will handle two masks or a mask and a wig. If you exceed this you will need to purchase extra FedEx shipping. We get a very special rate on the 500 gram FedEx Packs and in most cases it will be less money to ship a single 500 grams then to go to a bigger container. We can get 1 kilo into a FedEx pack so it it fits we may try to combine it. If you have any questions please drop us a note.

All packages are shipped discreetly in a brown envelope. A return address is required with our name on it and we place a value below $24 so most duties on your order will be avoided. We must put something on the customs label so it will generally read latex mask. If you wish to have us completely remove the return address and or change the custom label to anything in particular please contact us with this information.

Our products are fun and we want you to enjoy your purchase process with us so please take a little extra time to make sure your order info is accurate as it is really a shame when packages travels a great distance to come back to us. Please also be patent with the required shipping time and allow the post office to work. Of course we will track any order you wish but staff time away from orders will cause us to slow down so just relax if you can. If you do wish us to track something please be sure to provide your full name and address when you write to us and an order number or payment reference so it is much easier to look up your order. Most people use four or five names these days and as many or more emails so the more info we have the faster we can respond to your concerns. We really appreciate your business and want to make sure you are well taken care of.

Canceling an Order

1. If you wish to cancel your order:

1. you can notify us by email before we have dispatched the goods to you;
or

2. where goods have already been dispatched to you, by returning goods to us in accordance with clause 4.2 below. You will need to issue us a request for return and we will send you a return authorization. This will allow us to better track your return.

2. You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. The costs of returning goods to us shall be borne by you.
3. Upon receipt of the goods we will give you a full refund of the amount paid minus our shipping and handling costs or an exchange credit as required.
4. The rights to return the goods to us as referred to in clause 4.3 will not apply in the following circumstances: -

1. in the event that the product has been used, tried on or absolutely used in anyway. Because of the nature of our goods we will be very strict about this as I am sure you would not want us to sell you something that someone else has worn.
2. to any products that we have made or customized specifically for you

The provisions of this clause 4 do not affect your statutory rights.