Please carefully read through our policies and guide below before submitting a claim ticket. Thank you!

**Currently, claims are answered within 2-5 business days.

Due to the nature of this business, we are reasonable but strict regarding any return/exchange claims. All claims are judged on a case-by-case basis. Please bear with us, as we try our best to bring you the best service. We also want to help protect ourselves from specific customers who are looking to take advantage of us by abusing the nature of the business. :)

IMPORTANT NOTES:

• If you follow the instructions on our Measurement Guide, you will not have a measurement problem, as all costumes are made strictly with the measurements you provide.
• Please take the time to read through and fully understand our Terms & Agreement so you undertand fully what to expect.
• The digital invoice you receive with your order also serves as your receipt, please keep it safe place.
• Do understand that all product photos are taken in a professional environment with professional equipment and small color differences is reasonable.
• All of our photos in our Gallery and Store are meant for promotional purposes, the final result may differ due to personal styles, etc.
• Unless specify otherwise, it is expected that you will need to perform small stylings (hair spray, gel etc) on the wig before wearing it. Wigs may get flatten during shipping process. Trimming and more is also a possibility, if you seek for a look that fits your personal style more.
  
  IMPORTANT:

  We understand that sometimes the costume you purchase may only be use for one event, such as Halloween or convention. Therefore, we have a VERY STRICT POLICY regarding returns/exchanges after the event. Refunds are NOT accepted for items delivered by Halloween and returned after Halloween.

• It is the customer's responsibility to provide a thorough list of all requests/specifications or modifications that may be needed for the costume. Anything that抯 not specified on in the form, means you leave the decision to us by default. Although our primary goal is to make the costume as close to the reference image as possible, we will not be obligated to make further adjustments for you, based on your likes and dislikes of our design choices, with the exception of:
  • A. If it's in the specification list in your form but not on the final product.
  • B. If it's off from the default reference image.

We DO NOT accept Returns/Exchange or grant Reimbursement for the following reasons:

• Garment does not fit as expected. (too small / too big)
  - We encourage you to contact our support ahead of time if you have any question regarding the size of the product of interest. However, it is customer抯 responsibility to make sure the provided measurements are accurate.
• Do not like the overall look of the item
  - Please understand that a real piece of costume cannot look EXACTLY like a reference image, especially if the reference image used is CG or art. Please take advantage of the product pictures we provide in our Store and Gallery for reference before purchasing. Also, please make use of the specification section in the commission form to make sure all the details you are looking for will be on your costume.
• Delayed / Late
  - An estimated completion date is given to you prior to you placing the order. You will also be asked to tell us the deadline you will need the costume by. CarrotAnime is only responsible if the package is late due to us (finishing the costume too late due to poor scheduling, etc). In these cases, a reimbursement will be offered to you. However, we will not be held responsible if the fault lies with the carrier/shipper or customs. Please read our Shipping & Handling guide to understand what you can expect.

We ACCEPT Returns/Exchanges & Reimbursements for the following reasons:

• Different item model / color / size from the one purchased.
• Item is damaged / defective.
  - This is extremely rare, but in the case of receiving a damaged costume (or missing a piece) please contact our support within 24 hours of receiving the package.
  - We encourage our Armor/Prop customers to buy insurance for their package. Certain orders may be eligible for free insurance, covered by us.
  - In these cases, we ask our customer to open the package and examine the product received before the delivery man leaves. If there is any problem at all, please report to the carrier and to us immediately.
• Item's measurement has a large discrepancies with published/provided measurement.
  - In these cases, you are asked to provide the exact measurement that's off and pictures to support your claim. (A ruler or measuring tape must be visible in the picture)
  - You must file a claim or report to our support within 24 hours of receiving the package in cases of a measurement issue.
  - Package must be kept unwashed, unworn, and in original received condition.

How to File for a Claim

Customer must contact us within 24 hours at the latest if there should be a problem with the received product in order to be eligible for a return/exchange claim. **This means, if you receive your package on a Thursday, we expect you to email us by Friday. Not Sunday night, after the event ends

• 1) Contact our support immediately, preferably through the Email that has been helping you with your order.
• 2) Fill out the claim form accordingly, with everything that applies to your order. Pictures are a MUST. Problems indicated must be visible in the pictures. A measuring tape is REQUIRED for any measurement problems.
• 3) A response, with the offers for resolution will be sent to you within 2-5 business days.
• 4) In cases of a granted Return or Exchange, the package must be shipped out within 3 business days and must come with a tracking number. Otherwise, we will not be responsible for any lost packages.
• 5) Product MUST be returned unwashed, unworn and in PROPER PACKAGING... preferably original packaging. A printed version of the claim form, along with the signature of the buyer is also required.
• 6) Props or Armor must be packed in secured packaging with at least 3 CM of fillings on all sides. All spare/small parts must be packaged in Ziploc or taped to the main piece, securely. Please be aware, if the returned product is not in the condition stated above, your claim may be declined.
• 7) If there is a tracking number with your package, please email it to our support immediately.
• 8) Original shipping and handling cost charged during time of purchase WILL NOT be reimbursed.
• 9) Customer is responsible for the shipping cost of the package to us.
• 10) In cases of a return, a 15% restocking fee may apply. This fee is determined on a case-by-case basis.
• 11) Refunds are only issued on the same way the payment is received. You may not ask for a cash refund if you pay with a credit card.
• 12) Redelivery is free after we receive your package.
• 13) Compensation is determined on case-by-case basis. Most compensation would be given in the form of store credit or cash refund.

If you have any questions, we encourage you to contact our support and we would love to answer any questions that you may have. :)