We realize how difficult it is to order merchandise on-line, especially for first time buyers. And as hard as we try, things may not always arrive as expected; with that in mind we offer a 30 day return policy on certain items.
Unopened and unused items can be returned within 30 days unless specifically stated on the product details page. The packaging must be in the same condition as when initially received.
Opened items are not eligible for returns. This includes:
- Items that have been opened or removed from the packaging
- Items that have visible indications that the packaged has been opened
- Opened cases that are no longer factory sealed
- Sealed cases of random assortments, blind bags, mystery packs, etc.
- All Halloween costumes, masks, and costume-related items purchased on nightmaretoys.com are final sale and cannot be returned or exchanged.
Clothing and Apparel
Used or worn clothing, apparel, Halloween costumes, masks, and accessories may not be returned.
Deposits or payments on pre-order items are non-refundable.
Damaged and Defective Items
Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue), if you send us the request within 30 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.
We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.
The following issues do not qualify as a defective product:
- Minor cosmetic paint issues
- Package condition, unless you have purchased Collector's Grade Packaging.
- Minor dents, dings, & scratches.
How to return an Item
Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:
- Email: email@example.com
- Phone: 702-202-2365
Return Shipping - Domestic Customers
If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a Nightmare Toys return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.
If the return is for any other reason we will not pay for the return shipping fees. When using a Nightmare Toys return option (a prepaid label provided by us) the cost of return shipping will be deducted from your refund. If you choose to ship the return by some other means you will be responsible for all shipping costs and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.
Return Shipping – International Customers
If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.
If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.
How to Prepare Your Item for Return Shipping
Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.
Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.
You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account:
- Credit Cards: Typically 3-5 business days
- PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
- Store credit: Available immediately
Refused and Undeliverable Shipments
A refused shipment will be treated as a return and any return costs will be deducted from the refund.
If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers may not be eligible for Flat Rate Shipping.
International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping.
We typically do not assess restocking fees but reserve the right to do so in some situations:
- Returned shipment contains missing, damaged, or opened items
- Merchandise inspected by Customs
- The return was received after the 30 day return window
Our Customer Service team will contact you with any general concerns prior to issuing a refund.