FAQ

Yes. Choose the mascot style you like and send us the product name or page link. You can request changes to the colors, size, clothing, logo, lettering, number, accessories, and other suitable details.

Yes. We can create a new mascot costume based on your character artwork, logo, photograph, sketch, or written idea. Tell us about the character’s appearance, colors, expression, personality, clothing, and intended use.

No. Finished artwork is helpful but not required. You may send us a logo, photograph, rough sketch, reference image, or written description of your idea.

Please provide your reference artwork or product link, preferred colors, logo or lettering files, wearer height or requested size, clothing and accessory requirements, quantity, delivery destination, and needed-by date.

Yes. We can add logos, names, numbers, lettering, and brand colors to suitable areas such as the chest, back, sleeves, or hat, depending on the mascot design. You must have permission to use any logo, character, artwork, or trademark you submit.

A complete mascot costume normally includes the mascot head, body or clothing, gloves or hand covers, and shoe covers. The exact components depend on the selected design and will be confirmed with your order.

Provide the wearer’s height and any other measurements requested during the order process. If different people will wear the costume, let us know their approximate height range so we can recommend a suitable size.

Choose an existing mascot or submit a new character idea, provide your customization requirements, and place your order. We will review and confirm the design, size, colors, branding, accessories, payment, and delivery information before production begins.

Most mascot costumes require approximately 5–7 working days to produce after payment, design details, sizing, and required approvals have been confirmed. Complex designs, large quantities, revisions, holidays, material availability, or delayed feedback may require additional time.

We can provide photographs of the finished mascot before shipment. Progress photographs or videos may also be available for custom orders when agreed.

Contact us as soon as possible. Changes requested after design approval, material purchasing, or production has begun may not be possible and may require additional charges and production time.

Yes. MascotStreet ships to most supported countries and regions. Delivery availability depends on the destination, carrier coverage, package size, and local restrictions.

Where available, Free Shipping normally takes approximately 10–15 working days after shipment, while Express Shipping normally takes approximately 5–10 working days after shipment. Production time and shipping time are counted separately.

Yes. Tracking information will be emailed to you or added to your order record after the package has been handed to the carrier. Tracking may take 24–72 hours to show its first update.

MascotStreet normally ships under a Delivered Duty Paid (DDP) arrangement unless your checkout, quotation, or order confirmation states otherwise. This means applicable import duties and taxes required for delivery are generally included in your order total. If you receive an unexpected official customs charge, keep the invoice and proof of payment and contact us within 7 working days.

Delivery dates are estimates unless we expressly confirm a guaranteed service in writing. If you have a fixed event date, contact us before ordering and provide the destination and needed-by date. Please allow contingency time for production, approval, customs clearance, and delivery.

MascotStreet currently accepts payment through PayPal. Depending on PayPal’s availability for your location and transaction, you may be able to pay with a PayPal account or an eligible credit or debit card through guest checkout.

Contact us as soon as possible if you need to cancel. Orders may be cancelled before production begins, subject to any reasonable non-recoverable costs already incurred. Custom orders are not normally cancellable after design approval, material purchasing, or production has started.

Custom, personalized, and made-to-order products that match the confirmed order are not normally returnable because of a change of mind, event cancellation, or incorrect customer-provided information.

mail sale@mascotstreet.com within 3 calendar days after delivery. Include your order number, a description of the problem, and clear photographs or video of the product, packaging, shipping label, and affected area. Keep the product and all original packaging. Do not use, clean, alter, repair, discard, or return the item until we provide instructions.

Depending on the issue, we may provide troubleshooting assistance, replacement parts, an approved repair, re-production, replacement, re-shipment, or an appropriate refund. Because mascot costumes are often custom-made, we normally prioritize repair or replacement before issuing a refund.

For custom orders, payment questions, delivery assistance, or after-sales support, contact us using the following details: Email: sale@mascotstreet.com Phone: +86 153 5197 4118 Business hours: Monday–Friday, 9:00–18:00 Beijing Time (UTC+8) Please include your order number when contacting us about an existing order.