Questions about Elf Ears.
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, just please send a picture via email after submitting payment. Please make sure it is a close up of you ear, and in natural sunlight is best. We recommend outdoors, on a partly sunny day, with the sun behind the photographer (back lit photos don't help). Too much sun will bleach out your skin tone, too much clouds will mute your skin tone. 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.
- 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, Rosin, Copal, & 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. Standard domestic shipping (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 (first class international) 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 Walmart, Best Buy or "insert any-large-corporation here"). This means that we may sometimes take up to a week to ship, 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. For domestic customers, Priority Mail with insurance typically costs about $6-12, while Express Mail is about $30. For international customers, First Class Mail is about $16-20, while Global Express is about $60.
- 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 can only ship via Global Express. We understand this is more expensive, but there is no other way to ensure delivery. EVERY single order shipped via another method to these countries has been returned to us undelivered, lost, or stolen.
- 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
- Do you accept other forms of payment?
We do accept Postal Money Orders and Cashier Checks, but do to problems with bounced checks in the past, we do not accept personal checks.
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.
Do you accept payment other than Pay Pal?
We do accept Postal Money Orders and Cashier Checks, but in order to pay via credit card, Paypal is a online card processing company. If you would like to order with a postal money order, please send us an email and we can send you a form. Note: Do not send CASH or a personal CHECK. We can not accept those forms of payment.