Policies

Refunds or Exchanges

Due to the nature of these products, there will be NO refunds or exchanges for any reason.

Delivery Time Guarantees

Within USA: If an order has not been successfully delivered by the courier and it has been more than 45 days since the order was processed, the buyer may request a refund or have the order resent free-of-charge.

Canada/International: If an order has not been successfully delivered by the courier and it has been more than 60 days since the order was processed, the buyer may request a refund or have the order resent free-of-charge.

 

We are not liable for incorrect address information provided by customers or missed delivery attempts by couriers.

Order Modification Policy

Change and Cancellation requests are only allowed within 24 hours from the time that the order was placed. After 24 hours have elapsed, no order modifications are allowed. You can make order modifications by sending an email to info@caspermasks.com.

If a buyer needs to change an order within the 24-hour allowable time frame, we will be able to assist with the following scenarios:

Removing items from an order

Change of shipping address

Change of email address

Change of customer’s name

If a seller wants to change a variant or add more items to an order this is not possible.

 

Duties, Tax and Charges 

Custom Duties, Tax and Charges are not included in our price.

This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.

In the event that a customer refuses to pay taxes or duties owed upon the order’s arrival into the destination country, we will not reship or refund the order. 

Refund Policy 

Items Damaged or Poor Quality

If an item is damaged or is shipped with a poor-quality print, you must send us a photograph of the poor-quality print or damaged area. We will replace any items damaged or poor-quality at no additional cost.  We are not responsible for items damaged in shipping.

Wrong Product Shipped/Missing Items

If we ship the wrong product to you, please send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost. If there are missing items in an order please tell us the items that are missing and we will send the missing item.

Design Issues

If you have any other complaint regarding the design printed on a product, please send us a photo.  Credits, refunds, or reprints will be issued at the sole discretion of Casper Masks if the printed design differs substantially from the artwork that was submitted.  We will investigate every case and will work to provide a resolution that satisfies you and your customers.

Sizing Issues

Refunds will not be issued for sizing disputes. Most of our face masks are one-size fits all with the exception of adults and youth sizes. If you order one or the other and received the wrong size, exchanges will be permitted. Please take a photo of the product with a ruler to show the width and height and submit it within 14 days of delivery. 

A customer-input error and will not be eligible for exchange.

To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.

Package Returned To Sender – Correct Address

If a package is returned to sender by the shipping courier, we will reship the package to you for free after an address verification is complete by the customer. All returned to sender orders will be destroyed by the courier or by our suppliers and you will be charged for another custom tax, duties and another shipping fee once we confirm to ship it back.

If a package is returned to the sender by the shipping courier for the second time, we will reship the package to you  for a fee of 50% from the Order Cost.

Package Returned To Sender – Missed Delivery Attempts

All missed delivery attempt orders that got returned to Sender who received notification from us or from the carrier to contact them for a delivery arrangement will not be refunded. It will be the responsibility of the customer to follow-up and pay for another delivery attempt.

Package Returned To Sender – Change Address

If a package is returned to sender due to an Address Change and would like to reship the order to the new Address, we will do it with a fee of 50% from the Order Cost.

Package Returned To Sender – Wrong Address

If a package is returned to sender due to wrong Address Information, we will not be held liable and compensation will not be granted by any form. 

Lost Order – Wrong Address

We will not refund nor assume liability for orders that are lost due to incorrect Shipping Address.

Express Line Shipping – Customer Phone Number Requirement

In the event that an express courier is unable to deliver a package for one of the following reasons but not limited to:

  • Incorrect Address
  • Customer not present for delivery
  • Too many failed delivery attempts
  • Customs clearance hold
  • VAT/Duties owed to clearance agency

We will not be responsible for reimbursement, refund or re-sending the package if your correct phone number is not provided in the original order details.

By using the Express Line Shipping feature you acknowledge that we have the right to deny Express Shipping to any of your orders that are submitted without a valid customer phone number.

In the event that we deny your orders’ express shipping, a refund credit will be applied to your account for the difference of the express fee and your order will be shipped with a standard shipping method.

 

Custom Design Uploads 

We not liable for printing or delivery delays related to complications arising from flawed designs being uploaded by customers. We are not liable for any monetary loss or damages arising from the inability to produce or ship infringing content.

ORDERS SEIZED BY CUSTOMS DUE TO COPYRIGHT AND TRADEMARK CLAIMS

Monetary Losses arising from orders seized by customs due to copyright and trademark claims are the responsibility of the customer. We are not liable for losses related to the seizure of goods by international customs regulations.

By uploading or saving a design on our web-site, you agree that:

  • You hold the rights to commercially reproduce this design.
  • You also release us and our suppliers from any claims made as a result of any property right infringement.
  • You understand that infringement of property rights is illegal. If you have any doubt as to the legal ownership of a design you should check with the rightful owner that you are able to use the design before uploading.
  • You understand that we act under your instructions and are not obligated in any way to check or confirm the legal use of reproducing any designs.
  • You agree to indemnify and defend us for any claims made as a result of alleged infringements including copyrights, trademarks, rights of publicity, or other intellectual property claims, including any payments for damages sustained by a claimant and attorneys’ fees incurred by you to defend against any claims made.