Service Policy

Thank you for choosing our custom mascot costume service. We are committed to providing professional custom design, production, and customer support for every mascot costume project.

1. Custom Mascot Costume Service

All mascot costumes are custom-made according to the customer’s reference pictures, logo, design files, size requirements, color preferences, and other customization details.

We support custom character designs, logo customization, small-batch orders, and factory-direct production.

2. Order Confirmation

Before production begins, the customer should confirm all important order details, including:

• Design or reference picture
• Quantity
• Size requirements
• Logo and color details
• Production requirements
• Delivery address
• Expected delivery time

Once the order details and payment are confirmed, we will arrange the design and production process.

3. Design and Production Process

After receiving the required order information and deposit, we will arrange design work and production preparation.

If 3D renderings or design confirmation files are provided, they will be sent to the customer for review before production. The customer should carefully check the front view, side view, back view, logo, color, shape, and all custom details.

Once the design is confirmed, production will begin based on the approved version.

4. Production Time

The normal production time is usually about 15–20 days after the design is confirmed. The actual production time may vary depending on the complexity of the design, order quantity, material availability, and production schedule.

If the customer has a specific event date or deadline, please inform us before placing the order.

5. Cancellation and Refund Policy

Because mascot costumes are custom-made products, orders can only be canceled within 48 hours after payment.

After 48 hours, the order may enter the design, material preparation, or production process. Once this process has started, the order cannot be canceled or refunded.

Custom-made products are not eligible for general returns or exchanges unless there is a confirmed manufacturing defect caused by our factory.

6. Finished Product Confirmation

After production is completed, we may provide photos or videos of the finished mascot costume for customer confirmation.

If there is a production issue caused by our factory, we will review the case and provide a reasonable solution, such as adjustment, repair, or replacement of the affected part when applicable.

Minor differences in color, fabric texture, handmade details, or appearance may occur due to lighting, screen display, material characteristics, and manual production. These are not considered product defects.

7. Shipping, Taxes, and Customs Fees

Shipping fees are not included in the product price unless otherwise stated.

Shipping costs will be calculated separately based on the delivery address, order quantity, package size, and shipping method.

Our prices do not include taxes, import duties, customs clearance fees, or other local charges. Any such fees charged by the destination country or region are the customer’s responsibility.

8. Customer Responsibility

The customer is responsible for providing accurate design files, logos, sizes, colors, delivery information, and other order details.

If incorrect information is provided by the customer and causes production errors, delays, or extra costs, the customer will be responsible for the related expenses.

9. Contact Us

If you have any questions about custom design, production time, order details, shipping cost, cancellation, or after-sales service, please contact us:

Email: info@lumeonllc.com
Phone: +1 9298143377
Website: https://lumeonllc.com

By placing an order, the customer agrees to this Service Policy and understands that all mascot costumes are custom-made products.