Store FAQ

• Do you have a main company website?

  Yes, You can find Shop Everything Hollywood via our company website at www.everything-holywood.com

• Do you accept orders placed outside of the US?

  We sure do!

• What type of credit cards do you accept?

  Payment Methods: We accept all Major credit cards and will be processed through Stripe. To prevent Fraudulent transactions- Payments are approved with all matching qualifiers including CVC codes and correct Street Billing address and Zip. If you believe you have provided all correct information, you may want to check with your card issuer for more information.

• How long will it take to receive my order?

  Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 10-20 days from ship date Once order is received. It will process with 24 hours and will be set up for fulfillment. Items usually ship within 5 business days unless custom made. You will receive a tracking number once your item has shipped. Note depending which of our locations your item is coming from, please allow the required shipping/ transit as noted in our Shipping Policy /Agreement Terms and Polices and more in detailed including tracking carrier sites are listed in our FAQ's. Order Fulfillment- 3-5 business days. "WHSE- CALIFORNIA" - Delivers within 10 business days "WHSE-MINNESOTA" - Delivers within 7-10 business days "INTL WHSE-CHINA" - Delivers within 10-30 days -unless item specifies it ships using an Expedited Service- such as Bedding and Award Trophies. AVOID ORDER PROCESSING DELAY- please ensure that you indicate any measurement, size and or color options, in the Message box to seller at checkout

• Where do you ship to?

  All orders must be paid in full in order to be shipped. We ship to all US 50 States. We are also listed the UK site and most items are listed ship to the UK

• Shipping Methods Used?

  For Shipments Processed via our US Warehouse - We use UPS and FEDEX and DHL depending on which warehouse your items currently stocked at. Depending on the content of your order, items may split ship so they arrive as closely together as possible. Most all items will ship from within the US. so they will arrive via Fedex or UPS Ground within 9 days from the date the order was paid in full- orders received after 11am will process the next business day. For Items marked Ships "INTL WHSE" - Ships from our International Warehouse-Shipping methods used are ePacket, EMS, China Registered Air Post, China Air Post Parcel, Hong Kong Air Post, China Post Ordinary Small Packet Plus And DHL International (for award statues) where the buyer may incur a small duties and tax charge to receive delivery. These cost are not vary and are not including in the shipping cost.

• How do I return an item?

  Contact support at: [email protected] Please include the following info. 1. Your name 2. Order reference number 3. Your email address 4. Date of Purchase 5. Reason Depending on the situation, the buyer may be responsible to ship back the return at their own expense

• Shipping Cost?

  SHIPPING COST Most items have a flat rate shipping cost and some items ship by weight dependable. However, we did this to provide you with the Best Shipping cost overall. For US Allow 7-10 business days for delivery if product is shipped from our US locations. Items marked "INTL WHSE" ship from our international warehouse and can take 30 days for delivery. All orders must be paid in full in order to be shipped. All items ship to US Mainland- 50 STATES

• Special shipping offer $1,2,3 0r Free ?

  If your item indicates Free Shipping or Shipping for $1,2,3 it has been marked "INTL WHSE" which indicated your items are being shipped via our international Warehouse. We give you discounted shipping since there is a longer delivery time when shipped from our International location. Shipping methods will be selected accordingly depending on Items weight and Best transit time available. You will receive carrier and tracking number via email. Shipping methods used are epacket, EMS, China Registered Air Post, China Air Post Parcel, Hong Kong Air Post, China Post Ordinary Small Packet Plus for items that are shipped from our international location- which have a longer transit/delivery times which on average is 20-30 days for delivery but can take up to 45 days depending on customs and final clearance. Please allow up to 2-10 business days to prepare your shipment. Items coming from our international warehouse cannot be expedited. If you see the notation of items ships via "Intl Whse" you have been informed that your item ships internationally and has an longer delivery time to be received. This includes all Cell phone cover cases, Celebrity Watches, Mascot Costumes, bedding, and other designer like items- please read the description. However many of our customer receive their items Quickly and are Happy paid Customers.

• Signature Delivery

  Signature Delivery: Signature may be required for delivery if you will not be at the shipping address to accept delivery of your product, consider shipping the item to an address where someone you trust will be available to sign for your package. Please note that we are not able to adjust the shipping address once a package has left our warehouse. Title and risk of loss to all products will pass to you on delivery.

• My order required a signature delivery but nobody was home to accept?

  Failed Delivery Attempts: Most of our carriers make three attempts to deliver a package. USPS will leave a notification. After three delivery attempts, the sale becomes final. The customer is fully responsible to coordinate with the carrier a time/day to retrieve the package. If your package is handled by the USPS, and nobody is home to sign for your package. A notice will left providing you with a couple of options such as schedule a re-delivery or it will have the address to the post office which your order can be picked up from. SALE not become FINAL. We highly suggest to pick up your package within 15 days.

• What happens if my shipment is Undeliverable as Addressed or Rejected?

  Undeliverable Packages and Rejected Packages: Since we verify each and every order before it ships undeliverable packages are not of the norm. However, occasionally packages are returned to us as undeliverable. If your order is returned to us because the package is undeliverable as addressed, we will process the shipment at a 50% restocking fee and shipping cost back to its original origin of return will not be Refunded. Please note International returns can be very costly- So please ensure you are providing a correct Shipping addressed to be delivered. The same goes for REJECTED Packages- however-Rejected Packages are processed at a 70% restocking fee and shipping cost incurred will not be refunded. * This does not include Orders with attempted delivery multiple times or notifications left to pick up at local post office. Though we can assist in arranging any redelivery for you- please give us a call within 3 days from the 1st notification, and we will be happy to assist you. Otherwise, sale becomes final and the customer is responsible to coordinate with the carrier a re-delivery date or pick up time from local post office. Duties and Tax cost are the responsibility of the buyer.

• How long does it take to get my Refund?

  Most refunds are posted within 72 hours but can take up to 7 business days to appear on your credit or back statement. For return merchandise - refunds will be processed once order has been inspected and verified

• How can I track my package?

  Most INTL WHSE orders can be tracked by visiting... http://www.17track.net/en/ Please allow 5-10 days for updates. Now if your tracking number does not appear on the main site- please see additional FAQ's that will provide specific carrier sites to track your order. Please also check your email for we strive to provide every customer a direct link to track the progress of their order to delivery.

• How do I order the right size costume?

  Please see size chart on each listing for Individual Costumes. Select your size Accordingly. To ensure right size , we recommend to also send your Height and Weight so we can ensure a Great Fitting Costume. **PLEASE LEAVE YOUR SIZE SPECIFICATION IN THE MESSAGE TO SELLER BOX AT CHECKOUT** OR YOU CAN EMAIL US - [email protected] please include your order #

• What comes with a Mascot Costume?

  Mascot Costume Details: All mascot costumes are Brand new, Made of soft knitted durable fabric, and includes the following… Mascot head, full body, shoe covers, hand covers. Head material used is: POLYFOAM (not paperboard). Standard Size chart is listed below… please select….. We recommend that you provide us with the persons height and weight to proper fitting of the costume. Size Chart (Most Mascots)- THIS IS STANDARD- HOWEVER- YOUR ITEM LISTING MAY VARY DEPENDING ON CHARACTER. Small- 5’3” – 5’5” (160CM-170CM) Medium -5’6”-5’7” (170CM-175CM) Large- 5’8”-5”9” (175CM-180CM) X Large 5’10”-6’0” (181CM-185CM) XXL- 6’1”-6’2 (185CM-190CM) NOTE Some of our mascots are based directly on height and weight of the individual - these mascots will include this new size chart in the images of the listing. Delivery of this product will require name, address and phone number All Mascot Costumes SHIPS "INTL WHSE" .

• What if I cancel my order on a custom size or Mascot costume ?

  Once we receive your order, payment and measurements- we begin the lead time for the making and sizing of the item. If you cancel while your order has already started its production, we do charge a cancellation fee depending on the stage at which your item was in production. For Custom Costumes : Stage 1- (1-5) Days of production there is a 25% cancellation/restock fee Stage 2- (6-10) days- there is a 50% cancellation/restock fee - Stage 3 (11-15) there is a 75% cancellation /restock fee. So please be sure you really want the item and you have agreed to our Terms For Mascot Costumes : Any cancellation of a Mascot Costume within 3 days is entitled to a 50% pre production and restocking fee. So please be sure you really want the item and you have agreed to our Terms

• Can you Expedite Shipping on Custom or Mascot Costumes?

  All Custom Costumes & Mascot Costumes SHIPS "INTL WHSE" Please allow sufficient time for order processing and production per your size request per our TERMS Mascots: Please allow a 3-5 day fulfillment time– Tracking number will be emailed once item has shipped. Most costumes are delivered within 15-20 days after it has been fulfilled . Unfortunately we cannot expedite shipping via INTL WHSE.

• TERMS OF SERVICE

  We Value OUR Customers and we have a proven track history of Providing Great Customer Service and Pricing for Great Quality Merchandise. When shopping with us, any order placed via our Ecrater Marketplace store or at shopeverythinghollywood.com and everything-hollywood.com - we do require our buyers to read our terms. Orders placed confirm that buyers have read our terms and agree to our terms/Policies. Everything-Hollywood is based out of Anaheim and Hollywood California, with a small warehouse Minnesota, and our manufacturing home base is based out of China. Since most of our items Ship "INTL WHSE-CHINA" which is from Everything Hollywood Stores- China location Payment Methods: We accept all Major credit cards and will be processed through Stripe. To prevent Fraudulent transactions- Payments are approved with all matching qualifiers including CVC codes and correct Street Billing address and Zip. If you believe you have provided all correct information, you may want to check with your card issuer for more information. Secure Payment Processing: Stripe Payment Processing is an API that is integrated in Real Time through the checkout page via Ecrater. Built in SSL is established within the API Processing your credit card information using tokens which will be Encrypted over any web page. Stripe automatically evaluates charges for fraud risk and blocks those that they believe are fraudulent. Understanding Card Encryption: All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe's internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe's infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn't share any credentials with Stripe's primary services (API, website, etc.). SHIPPING Can I ship my order to a different address? Yes please ensure ship to address is complete and correct. What shipping methods do you use? For Shipments Processed via our (2)US locations - We use UPS and FEDEX depending on which warehouse your items currently stocked at. Depending on the content of your order, items may split ship so they arrive as closely together as possible. Most all items will ship from within the US. so they will arrive via Fedex or UPS Ground within 9 days from the date the order was paid in full- orders received after 11am will process the next business day. We do not offer expedited shipping- all cost are based on standard shipping. If your item indicates Free Shipping or Shipping for $1,2,3 it has been marked "INTL WHSE" which indicated your items is being shipped via our international Warehouse-China. Shipping methods will be selected accordingly depending on Items weight and Best transit time available. You will receive carrier and tracking number via email. Shipping methods used are epacket, China Air Registered Post, EMS,Hong Kong Air Post, DHL International for some items These items take a bit longer since they are shipped internationally to the US. Please note Delivery for items marked "INTL WHSE" are usually received within 20-30 days. If you see the notation of items ships via "Intl Whse" you have been informed that your item ships internationally and has an longer delivery time to be received and in addition, shipping cost does not include duties and taxes- if required by the shipping company- Buyer assumes all responsibility of these costs. This includes all Cell phone cover cases, Celebrity Watches, Costumes, and other designer like items- please read the description. However many of our customer receive their items Quickly and are Happy paid Customers. NOTE:Orders are processed and sent for fulfillment within 24-48 hours, please ensure we have all necessary information such as color option, size options, etc. to ensure your order is not delayed. SHIPPING COST Most items have a flat rate shipping cost and some items ship by weight. However, we did this to provide you with the Best Shipping cost overall. For US Allow 7-10 business days for delivery if product is shipped from our US locations. Items marked "INTL WHSE-CHINA" ship from our international warehouse and orders are usually delivered within 12-15 days after fulfillment time,but can take up to 30 days for delivery depending on customs. All orders must be paid in full in order to be shipped. All items ship to US Mainland - ALL 50 STATES, we also ship to the UK How does shipping work? Saturday delivery: We do not process orders and our carriers do not deliver on Saturdays. Please only count business days when determining shipping. PO Boxes: Please enter a physical address for your ship to address. UPS does not deliver to P.O. boxes and we will have to cancel your order if we are unable to contact you. I f you item is not Expedited, we can ship to your P.O.Box Order Cutoff Time: Order cutoff time for expedited shipping is 11am PST . Please calculate your delivery date only using business days. At this time we do not offer Saturday delivery rates. Undeliverable Packages and Rejected Packages: Since we verify each and every order before it ships undeliverable packages are not of the norm. However, occasionally packages are returned to us as undeliverable. If your order is returned to us because the package is undeliverable as addressed, we will process the shipment at a 50% restocking fee and shipping cost back to its original origin of return will not be Refunded. Please note International returns can be very costly- So please ensure you are providing a correct Shipping addressed to be delivered. The same goes for REJECTED Packages- however-Rejected Packages are processed at a 70% restocking fee and shipping cost incurred will not be refunded CANCELLATIONS ON COSTUME / CUSTOM SIZE ORDERS / MASCOT COSTUMES Once we receive your order, payment and measurements- we begin the lead time for the making and sizing of the item. If you cancel while your order has already started its production, we do charge a cancellation fee depending on the stage at which your item was in production. Stage 1- (1-3) Days of production there is a 25% cancellation/restock fee Stage 2- (4-6) days- there is a 50% cancellation/restock fee - Stage 3 (7-10) there is a 75% cancellation /restock fee. So please be sure you really want the item and you have agreed to our Terms Failed Delivery Attempts: What happens if my shipment is Undeliverable as Addressed or Rejected? Undeliverable Packages and Rejected Packages: Since we verify each and every order before it ships undeliverable packages are not of the norm. However, occasionally packages are returned to us as undeliverable. If your order is returned to us because the package is undeliverable as addressed, we will process the shipment at a 50% restocking fee and shipping cost back to its original origin of return will not be Refunded. Please note International returns can be very costly- So please ensure you are providing a correct Shipping addressed to be delivered. The same goes for REJECTED Packages- however-Rejected Packages are processed at a 70% restocking fee and shipping cost incurred will not be refunded. * This does not include Orders with attempted delivery multiple times or notifications left to pick up at local post office. Though we can assist in arranging any redelivery for you- please give us a call within 3 days from the 1st notification, and we will be happy to assist you. Otherwise, sale becomes final and the customer is responsible to coordinate with the carrier a re-delivery date or pick up time from local post office. Duties and Tax cost are the responsibility of the buyer. My order required a signature delivery but nobody was home to accept? Failed Delivery Attempts: Most of our carriers make three attempts to deliver a package. USPS will leave a notification. After three delivery attempts, the sale becomes final. The customer is fully responsible to coordinate with the carrier a time/day to retrieve the package. If your package is handled by the USPS, and nobody is home to sign for your package. A notice will left providing you with a couple of options such as schedule a re-delivery or it will have the address to the post office which your order can be picked up from. SALE not become FINAL. We highly suggest to pick up your package within 15 days. What is your return policy? All Returns must be approved and issued an RMA number in order to be returned. Depending on the issue, we offer Full and Partial refunds for Approved Returns. All Returns must be approved and issued an RMA number in order to be returned. Depending on the reason, we offer Full and Partial refunds for Approved Returns. We DO NOT ACCEPT RETURNS for any of the following items, for ALL SALES ARE FINAL for Party Supplies, Food or Candy items, Clearance or On Sale items, Opened DVDS, Opened Video Games, Opened Board Games, Books, Soiled or Worn Clothing Items, Customized Costumes, Mascot Costumes, Opened or Used Bedding, Opened Packages and all damaged merchandise caused by the buyer. RETURNS- PARTIAL REFUNDS All APPROVED returns are subject to a 20% restocking fee and must show in transit within 3 days Buyer is responsible postage and shipping charges back to its original place of origin even if the item has been processed by our International location. In order to receive credit all items must be unused and in resalable condition and must meet the following guidelines to be returned.. 1.Merchandise taken out of its original packaging which cannot be sold again by the seller - can not be returned. 2. Merchandise should be returned in the exact same packaging as in which they were received, including accessories, parts and pieces, and manuals. 3. Merchandise which show signs of being used or damaged will not be accepted as a return. 4. Merchandise that have been washed, worn, damaged or had tags removed from, cannot be returned. ***However, if your order does not fall as being an Approved Return item-please email Customer Service within 3 days with your concern BEFORE leaving any Negative/Unsatisfactory feedback. There may be an option available- please contact us and We can see what we can do for you. FULL REFUNDS: Full Refunds will be processed for orders that can be proven as never being received. Upon successful investigation of non receipt of goods by carrier- an refund will be submitted for processing. Full refunds are also processed for orders Damaged in Transit . WE MUST BE NOTIFIED WITHIN 5 DAYS OF RECEIPT OF YOUR ORDER IF PRODUCT WAS RECEIVED DAMAGED . All merchandise MUST be returned within 20 days in its original sell-able condition and in the original packaging with all accessories to receive a full refund, partial refund, less shipping costs. A 15% to 100% re-stocking fee will be assessed for failure to return all accessories, returning an item not in its original packaging and sell-able condition or for any item returned damaged when not claimed as being received damaged when received. Items without RMA's and that are returned -No credit will be given and the items will be destroyed. EXCHANGES:Orders that are fulfilled incorrectly due to size or color, are eligible for exchange only. The exchange order will be processed and a prepaid shipping label will be provided and must be used within 3 calendar days and must be received within 14 days. Once the postal service performs the first scan, the exchange order is automatically released from the sorting center. Failure to ship the item back within the given time frames, will void all transactions related to the RMA and the order will be closed. Exchange orders cannot be cancelled for any reason. Refunds will only be made to the credit card used for the original purchase. Any packages received without an RMA code WILL NOT be eligible for credit. How do I return an item? Please contact customer service to receive your Return Merchandise Authorization (RMA) number and shipping instructions. Refunds: Refunds are usually processed within 72 hours once received in acceptable condition and with proper RMA indentification But can take up to 7 business days to appear on your bank card statement. Refunds will only be made to the credit card used for the original purchase. Any packages received without an RMA code WILL NOT be eligible for credit. How do I return an item? Please contact customer service to receive your Return Merchandise Authorization (RMA) number and shipping instructions. Refunds: Refunds are usually processed within 72 hours once received in acceptable condition and with proper RMA indentification But can take up to 7 business days to appear on your bank card statement. Our Product Line: We work directly with Manufacturers/supplier to ensure a Quality Product. For this any item listed is in good faith as to where there is an authorized release, of design, copyright image to refrain from claims concerning infringement or intellectual property rights. However, if you are the copyright owner or holder,and feel the use of the image, and or design was not authorized, please contact us. Or you may also contact Ecrater who will reach out to us. Please provide us with a certificate of ownership of the image or design in question, and we will provide any documentation necessary to show legality of using the rights owned. we require you to submit original copyrighted image along with three images of design/image series to show ownership of the original image. If for some reason we are not able to counter claim, the item will be removed immediately from our site. All award trophies are manufactured overseas and we are in no way associated with the manufacturing or design of any custom award trophy Please visit our FAQ's for more information.

• CONTACT US

  Have Questions or Concerns? Contact Us Email: [email protected] Or you may call during operating hours... (657)206-7101 / (657)206-7101 Business Hours PST- CALIFORNIA 6 PM – 10 PM WED-SUN 12PM – 7 PM SATURDAY 12PM – 5 PM SUNDAY Our webstore never closes.Orders are processed Almost immediately once they are received along with payment confirmation and or special instructions We do process orders during non business hours. Orders received after 2pm PST will process the next business day