In the extremely rare case that you are unhappy with your purchase (because we know you will LOVE our amazing products!), you may choose to return your order within 30 days. The returns process is quick and painless, and we promise there won't be any hassles!
All returns and/or exchanges MUST be approved and assigned a Return Authorization Number (RMA) prior to shipping back. We want to make sure your return gets processed quickly, so this RMA system allows us to get your money back to you faster! That's the whole point of the return, right? If you skip this step, your package may get lost in what we call the "graveyard". These are returns that have no paperwork and we just simply don't know who they belong to! So getting that RMA approval is a super important step!
Once your RMA request is approved you will be provided with a RMA Return Form, which MUST be included in EACH box you are sending back. Failure to include RMA Return Form, or not filling it out correctly, may result in significant delays in processing your refund, or refusal of return/exchange. Imagine standing in a room with hundreds of people and if only everyone was wearing a name tag, you'd know who they are! It’s kind of like that! The RMA Return Form is your package's name tag! If you are needing to return products in multiple boxes, please include a Return Form in each box. (Photo copies are totally fine!)
To request an RMA please CLICK HERE or go to Orders and Returns at the very bottom of the page. You will need your name, order number and for verification the zip code or email address you used to place your order. Don't have this info? No problem! Just call Customer Service and we can look it up for you! (You can also find this info in your Order Confirmation email.)
RETURN POLICY DETAILS:
All items must be returned in brand new condition with all original packaging and accessories. Media items (movies, music) must be unopened and still in their plastic wrap. Clothing items, footwear, or costumes must be unworn. If items are not in brand new condition, a full refund of the purchase price will not be given. Damaged or used products will be refused by our Returns Department and buyer will be notified as such. If the buyer requests for the package to be returned to them, return shipping will be at the buyer’s expense. Otherwise items will be destroyed after 10 days.
Some items are excluded from returns, such as food items and wood crates. Due to food tampering and safety issues, food or candy items are non-returnable - NO EXCEPTIONS. Wood Crates for the leg lamps are considered shipping cartons. They are an upgraded shipping feature, therefore are not returnable and non-refundable. Should you wish to return a lamp that was shipped in a crate, you must return your lamp in a cardboard box.
If the item was damaged in shipping or appears to have a manufacturing defect, please contact us before sending a return. Please provide in your message a photo of the damaged/defective product and a brief description of the damage/defect. All of our packages are fully insured for damage, so (in most cases) we can offer a replacement/exchange. This shipping insurance includes damage to the item itself, not the retail box. Please be aware that we do not have replacement boxes to offer, nor do we offer credit for any damage to the retail box itself. Sometimes they just simply come from the manufacturer that way. I know we'd love the box to be pristine, but the box was designed to protect the item, so we can't guarantee perfect boxes. If we started boxing boxes to protect the boxes, the madness would never end!
We get it - sometimes things don't fit! Apparel shopping online can sometimes be a gamble! Every effort is put in to describe our sizing, but sometimes it still may not fit. No worries! If you are requesting to exchange the size of a t-shirt or similar item, please indicate the size that you are requesting on your RMA request. We will make every effort to exchange for the size indicated. If the size you requested is unavailable, a member of our customer service team will contact you for further instruction.
Due to the seasonal nature of Halloween costumes, costumes purchased during the month of October can only be returned if the return shipment is postmarked on or before October 25th. Our standard 30-day return policy applies for costumes purchased throughout the rest of the year (November-September). Costumes must be returned in new condition and not worn. (Yes, there are people who attempt to return worn and dirty costumes after they wear them to Halloween parties!)
Since we know the Holiday Season is the time for gift giving, and most shop early, orders placed after November 1st fall within our "Extended Holiday Return Policy". You will have until January 15th to return products which would fall outside of the standard 30 day return policy. So when you wake up from that turkey coma, long after the New Year’s confetti has fallen, you still can make that return!
REFUND POLICY DETAILS:
Original shipping charges are non-refundable. Return shipping is at the buyer’s expense. We strongly recommend that you insure your package to cover any damage or loss. If we receive damaged product, no refund will be given. However, we will supply you with damage information and photographs so that a claim can be made with your carrier.
Returned merchandise may incur a restocking fee up to 20%.
Generally it takes about 5 business days to process your return once it is delivered to our warehouse. During the holiday peak season, we may need a little more time. If it’s been 2 weeks since your package was shown delivered, give us a call! It’s possible your package is in the “graveyard” due to some missing or incomplete information. Once a refund is authorized it may take a couple more days for the credit to show on your card. Each credit card company is different, but most issue credits in 2-5 business days.
Items in the “graveyard” are held there for 90 days. After that, we destroy or return the items to stock. Once this happens we are unable to process a return or issue a refund, even if your tracking number shows the item was delivered, as we have no way of inspecting the merchandise and matching it up to your order.
If you have any questions regarding these policies please do not hesitate to give us a call at (216) 485-2322.
Please send returns/exchanges to:
Cleveland Street Novelties
ATTN: RETURN DEPARTMENT
31390 Industrial Pkwy
North Olmsted, OH 44070
DON’T FORGET TO INCLUDE YOUR RETURN FORM!!!
*Please note the above address is not a store front and there is no public access. You will not be able to return or exchange merchandise in person at this location. If you need to make special arrangements please contact us at (216) 485-2322.