Orders are accepted through our website because this much quicker for both parties and less chance of mistakes and offers secure payment method. If ordering through our website you can place your order 24 hours a day, 7 days a week. If you prefer to call us and place your order, you may do so during our business hours. We provide a toll free phone number for any phone orders or customer service.
We accept Visa, MasterCard and PayPal. Please note we do not accept American Express or Personal Checks.
Need by Dates:
If you need your order by a certain date, please let us know! If you are ordering by phone, you can tell the representative who is taking your order. If you are ordering online, we have a special notes field on the first page of checkout. If we know your need by date, we can check ahead of time to make sure we will be able to deliver to you on time. Providing a need by date will not make the items ship faster, but it will let us know we need to notify you right away if something is out of stock and will not make it to you in time. If you are placing your order online, please note we do show availability on our website for your convenience.
Our website now shows stock status for all products. When you are looking at an item you will see “Availability”. If it says In Stock and shows a quantity, then we have the product in our warehouse and we will ship it out the next open business day.
Due to the special industry we are in, backorders do occur. Sometimes the demand for our Larp products is greater than the speed of production. This is how a backorder will happen. When certain items go out of stock, it means they are either still in production or queued for production and can take some time. If you see an item on order we will usually receive it within 60 days. We apologize in advance for the inconvenience this may cause.
Cancelling an Order:
If you need to cancel your order for any reason, it is best to call our customer service team during business hours. You may also email this request, but please note, that your request will be processed in the order it is received, and in some cases, orders may ship before an emailed request is processed. Orders can be cancelled as long as they have not already been shipped. There is no fee to cancel an order.
Returns & Exchanges:
We will take returns for up to 3 months from the ship date of your order. Any items being returned must be in original condition. This means the product cannot be worn, washed, soiled, damaged, or used in any way.
For clothing, it is fine to try it on, however, you’ll want to make sure you do not subject the item to any scents (such as perfume, smoke or any other scent that will require the garment to be washed). Make sure all accessories, such as laces, are also returned with the garment. Boots should not have any markings on the soles. Please take care and try your footwear on a carpeted or soft floor that will not scratch or mark the bottom of the shoes.
Items that are not returnable are: Opened Contact Lenses, Opened Prosthetics, Costume Wigs, Earrings, make-up and Custom Items. Custom means any item that is ordered from us that is not normally on our website for sale. For example, a custom color, or custom size of a particular item.
Please see our Return Policy for complete details.
When you receive your order please look at the box before opening it, if there are any dents or holes in the box and you think the contents are probably damaged or the contents are rattling, open the box and inspect the merchandise as soon as possible. All damaged items need to be reported within 2-3 days from when you receive it. We apologize for any damages that may occur to your items in shipping, we do inspect the merchandise before shipping it and we pack it with the utmost care. Unfortunately sometimes packages do get mishandled along the way which results in breakage. We fully insure every package we ship in case UPS does damage or lose your package. We will take care of your claim from start to finish. In order for us to file a claim for you, you must keep all original packing as we will need to pick up the damaged package.
If your order is shipping to any other country than the Canada, then you will be subject to Customs and Duty Taxes which is imposed by your country and collected by the shipping carrier. NOTE – Orders under $800 USD will have no duties.
1. All payments must be made in Canadian or US funds. If you place your order through our website or by phone, your credit card will be automatically processed in Canadian our US funds.
2. You are responsible for knowing your local laws and knowing if what you are importing is legal. If you import an item that is illegal, your customs department will seize the item and we will not be able to recover it for you. Save yourself the trouble and frustration and call your customs department before ordering to see if what you are importing is legal and if you may need to obtain a special license.
3. You are also responsible for any taxes or customs fees that your country may charge you. You can simply call your country's customs department and tell them what it is you're ordering and the cost of it, they should be able to tell you the percentage of tax you will be paying. You will be billed your custom fees when your package is being delivered by UPS or Fedex. If you select UPS shipping, please note that UPS will also add a brokerage fee for orders over 800$ to your import. You have the right to choose your own brokerage firm and possibly even broker it yourself. Once you have your tracking number, you’ll want to give that to your brokerage firm and let UPS know you have your own brokerage firm. This will have to be handled by the receiver of the package, we are sorry, we are not able to assist you in this. If you refuse to pay your custom fees your package will not be delivered. It will be abandoned by the shipping carrier.
4. Sorry, we do not label any items as "Gifts" or "Samples" for customs, that is, unfortunately illegal! We will only label them as what they actually are.
Our shopping cart automatically calculates your shipping cost and tells you the shipping options available to your destination. Domestic and International customers can place orders through our website and receive accurate shipping quotes. All you need to do is add the items you are interested in purchasing to your cart and enter in your address. Your available shipping options will be listed.
If you wish to have express shipping please call or email us to have your package upgraded. All surcharges must be paid in advance.
Shipping Time & Methods:
All Domestic orders are shipped via Fedex Ground. International orders will be shipped by UPS ground. You will receive an email confirming your tracking code as well as what carrier was used. This allows you to see how many days you will get your package when it ships. Usually all packages are shipped out the next business day.