Q: I'm not sure which size to get.
A: If you are not sure which size to get, it is advisable to get the next higher size for you. For example, if you typically wear a medium, get a large. This is in case the costume size you want runs slightly smaller.
Q: What is the normal processing time after an order is placed?
A: It typically will take 3-4 days to process an order after the order is placed. However, due to current Pandemic staffing shortages, we are experiencing longer processing times. Please understand this when placing an order. After processing, your order will be shipped via the shipping method you selected.
Q: Should I use USPS?
A: USPS First Class Shipping is shipping through United States Postal Service First Class now takes 5-10 business days to arrive due to a systematic slowdown in the service. If you need your package faster please select USPS Priority which takes 3-8 business days to arrive or USPS Priority EXPRESS (see below). Since these services are both rather slow, if you need your item by a specific date, we strongly suggest using a express service.
Q: What does the shipping method "1-2 Day Priority Express?" mean?
A: If you select "1-2 Day Priority Express" we will ship your item using USPS Priority Express (Much Faster Delivery) which takes 1-2 business days to arrive. Please note Priority Express shipping is not rush processing and we still require 1-2 days to process the order before it gets shipped out.
Q: Why did I get a package with a item(s) missing?
A: We store items we sell at a few warehouses. We may occasionally need to breakup your shipment into two or more packages. However this will not cost you more in shipping. You only pay the original shipping cost at the time of checkout. We normally notify you ahead of time so you are aware that items will arrive across more than one package.
Q: Why did I get an email that only some of my items purchased were "fulfilled?"
A: Since we store items across multiple warehouses, as parts of an order are packaged and shipped (fulfilled), we mark those items accordingly which triggers a notification that is sent to you. Please wait patiently as the rest of your order is also fulfilled and you are notified.
Q: I received an email that an item I purchased is out of stock. Why was I able to purchase it?
A: Being out of stock is frustrating both for us and for our customers. We strive to remove any out of stock item from our website as soon as possible to avoid overselling. On occasion, we may not remove an item fast enough which will result in overselling an item. If that is discovered, we will issue a refund as quickly as possible for that item and fulfill the rest of your order. Please accept our sincere apology if this is the case for you.
Q: My tracking says that my package was attempted to be delivered but was returned back to you. What happened?
A. If we send your package to the exact address you provided and USPS or FedEx is unable to deliver it, they normally indicate the reason on the tracking number. If it is something that is not our error such as the delivery man does not have access to your location or the address does not exist or is incomplete, we will issue a refund for the items when they are received back minus the shipping cost. This is because we sent out the item using the exact address you provided. And because it is not our error we need to be able to recover our shipping cost.
Q: Why is my tracking number not updating?
A: On rare occasions, USPS will pick up a package but will not scan it at the time of pick up. This does not in any way delay your package and it does not mean your package isn't being shipped as normal; It simply means that the tracking will not show any updates until the item is scanned at the actual delivery. Asylum Zone does not have any control over this because it is a USPS oversight at the time of pick up. However, rest assured that your item is still being delivered at the normal time. We will not be able to provide you any more information about the status of the package than what you can see on the USPS website tracking section.
Q: My tracking number shows my package was delivered but I did not receive it.
A: We use USPS, UPS, FedEx, and other delivery services to get your package to you. We strongly suggest using an address where a package is not going to be left on the porch or front of the house unattended. Once the package has been confirmed as delivered to your home USPS, FedEX, etc. have no control over what happens to the package. We also strongly suggest a shipping address where your package will be received by an actual person that is available to physically take the package such as a work address. If you show your package has been delivered but you did not receive a package, follow these steps:
Note: Please understand that Asylum Zone did not deliver your package but rather the delivery service used. Confirmation of delivery means the package was delivered to your address and has since become missing or stolen.
- USPS: 1 (800) 275-8777
- FedEx: 1 (800) 463-3339
- UPS: 1 (800) 742-5877
Q: Why is my coupon code not working?
A: We regularly put out coupon codes to attract new customers and promote sales. Most coupon codes have an expiration date. If your coupon code isn’t working, that means it has expired or has been discontinued.
Q: Can I combine promotions like coupon codes to get a higher discount?
A: No. coupon codes and promotions such as free shipping cannot be combined to get a higher discount. On the rare occasion an order comes through where codes were combined, AsylumZone reserves the right to cancel the order and notify the customer of the error.
Q: My item was returned to Asylum Zone as "undeliverable" - what happens next?
A: If an order is returned to us due to insufficient address and the address is the one provided by the customer at the time of order, we may issue a refund for the price of the item minus a 20% restocking fee. The original shipping price paid will not be refunded whatsoever as the item was shipped but was returned through no fault of Asylum Zone.
This product contains chemicals known to the State of California to cause cancer and birth defects or other reproductive harm.
Attention California residents: California’s Proposition 65 entitles California consumers to special warnings for products that contain chemicals known to the State of California to cause cancer and birth defects or other reproductive harm if those products expose consumers to such chemicals above certain threshold levels. We know you’re concerned about product safety, and Asylum Zone takes all necessary steps to comply with all applicable safety and health requirements.
Below, we provide a Prop 65 link to info for each item that requires the Prop 65 warning. https://oehha.ca.gov/proposition-65