Questions about Elf Ears.
* For the most detailed information, please visit our "How To" page.
My skin tone doesn't match the standard color choices, can you paint it to match mine?
We will do our best to match any skin tone to a photograph. Please do the following when placing your order,
1) Choose the Custom Color option from the Color dropdown menu.
2) And follow the directions on this handy Tutorial, Custom Coloring for All Elf Ears, for tips on taking the best photo for matching.
Please be aware that we will try our best to match the tone, but it probably won't be perfect. We find that most of the time, the light skin tone matches most fair skinned people without any need for customization.
If you order Custom Color and we do not receive a photo or email within a week, we will send a reminder via email. If we do not get a response to that message in a week, we will substitute Unpainted Ears and ship your order. We send Unpainted so you can paint them whatever color you need.
If you need them repainted to a different skintone, it is the buyer's responsibility to pay for return shipping back and forth.
- How do you apply the ears?
Read our How To Apply Elf Ears Article.
What is in spirit gum, can I be allergic?
In our experience, very few people have had a reaction to spirit gum, however the ingredients are: Isopropyl Alcohol, Copal, Rosin, & Silica. The best way to test for a spirit gum allergy is to put a small drop on the inside bend of your elbow. This area tends to give a pretty good indication of skin sensitivity.
How do I remove the ears?
To remove, grab the top of the ear and gently pull away from the head, towards your shoulder. If well kept, our ears should last years. More information is available in this tutorial, How to Care for your Ears.
Questions about shipping
- How fast do you normally ship?
We try to pack orders on a daily basis, however our postal carrier comes very early in the morning, so there is typically a 2 business day handling time. For example, if you order on Monday afternoon, we would download, process and pack your order Tuesday afternoon, and it would be picked up by the USPS early on Wednesday morning.
Orders are packed first come first serve, unless you pay for Express. Express packages are packed first after downloading orders. So with an Express order, we do our best to get them out the door the following day if possible. So if an order is placed on Monday, we strive to get it out the door with the Tuesday pick-up.
Depending on the shipping method you chose, transit times can vary. First Class Mail shipping takes about 3-4 business days on average in transit, USPS Priority Mail takes 2-3 business days on average in transit, Express Mail is a 1-2 day guaranteed delivery service from the date it is picked up by the postman. First Class international shipping takes about 14-21 days, while Global Express is around 8-10 days. For more information, please click here for more detailed shipping information.
Now, we are a small American owned business (in other words we are not owned and run by some big name box store). This means that we may sometimes take longer to ship, especially with non Elf Ears items. It is just a occurrence that happens when running a small business. Remember we try to provide a great product at a reasonable price at a reasonable shipping time. So please, understand if you do not receive your order the next day.
Also during Halloween and Christmas, please place your order early as we are quite busy then and it sometimes takes longer for things to ship. Please view this separate FAQ about Halloween and Christmas.
- How much is shipping?
Shipping varies in price depending on the service that you purchase, and your order total. It is usually easiest to add all the items that you want to a shopping cart, and check the estimated shipping costs on the check-out screen.
- Will I receive a tracking number?
All customers will receive an email the evening that their order ships from Stamps.com with a tracking number. You can check the status of this package by going to the United States Postal Service's website www.usps.com. Please be aware that if you are a First Class International customer, the number that you receive is technically a custom's form number, not a tracking number. It always allows you to track your package as it moves through the United States, but it doesn't always allow you to track your package once it leaves the US. Many foreign countries do scan and track these packages, but not every single country.
Do you ship internationally?
Yes, we do. Please check here for shipping information.
Due to repeated problems shipping to the following countries, Spain, Brazil, Mexico and Russia, we are not able to ship to these countries. Due to changes to VAT rules with Brexit, we are no longer able to ship to the UK on our website, but you can order on our Aradani Etsy Store.
- I am an international customer, and they are asking me to pay money to get my package?
Every country is different, but many countries charge customs fees or duties to import items. It is the buyer's responsibility to understand and pay these fees on their orders. And please do not ask us to mark your package as a gift, it is considered mail fraud and is illegal.
Questions about ordering
- What forms of payment do you accept?
We accept Shopify Payments and Paypal. We do not accept personal checks or postal money orders any longer.
Do you accept returns?
Yes, any item that is unused (prosthetics that have been glued on with spirit gum or have had make-up applied to them are considered used) may be returned for a full refund, except for Made to Order Costumes. Any costume found in our "Custom Costume" section will have a 10% restocking fee. We are very sorry about having to charge this fee, but this is necessary since the item was made to order.
Also, we are unable to offer a refund on shipping costs on any order, as we have spent those funds in order to ship the package to you, and can't recover this cost. As a small business, we can't do this and remain in business. We hope that you understand.