Frequently Asked Questions
Our head office and customer service base of operations is open from 11AM – 5PM EST Monday through Fridays. Any missed calls or emails sent outside of business hours will be answered the following business day. Our offices are closed during all observed US holidays.
Can I substitute items within my kit for another product?
Our kits are created to provide the essential cosplay materials and supplies to get you started creating your character. If you are in need of specific tools or extra supplies, they can be purchased individually and added-on to your order. We do not allow for items to be substituted within our kits, but we love hearing from our customers about their evolving needs in a starter kit. Please direct all questions regarding our kits to firstname.lastname@example.org.
Which brands do the kits include?
We are constantly evolving and looking to provide our customers with the best products and pricing. Product brands are sometimes substituted for more effective options and you may notice that the brand may have changed, but the type and quality will always be of the utmost importance to us.
Do you offer kits for more experienced cosplayers?
We are currently working to create a series of kits to cater to more experienced cosplayers. We know how important it is to provide quality materials, supplies and tutorials for all skill levels, so be sure to sign up for our newsletter to receive updates on future products.
Why doesn't my kit look exactly like the one shown on the site?
As our company grows we have changed the way we package our kits, so sometimes you may see an older photograph with slightly different graphics or display of products. We also must package our shipped products that differently than those that are purchased at conventions.
This doesn’t mean that yours is dated or inferior in any way. The kits are all top quality and stand behind each and every product featured within them.
Did my order go through? I did not get a confirmation email.
Our system automatically sends a confirmation email, however sometimes it can end up in your spam folder according to how strict you have your settings. Feel free to email email@example.com if you would like to double-check that your order went through or simply give the website an hour or so to make sure the order is properly processed.
I don't have PayPal. How can I pay with a credit or debit card?
To keep things simple and secure, we opt to process our transactions through PayPal. You don’t need a PayPal account to use your card of choice for payment. Simply click on the PayPal button on the product page and choose “Pay with Debit or Credit Card” button at the bottom of the window.
I ordered a while ago and my order still hasn’t shipped yet.
There are humans running this business and sometimes we fall behind. If a kit is on back order you will be notified after checkout, but these are typically rare occasions. If it has been an extended amount of time and you have not received confirmation of your order shipping, please contact us so that we can help root out the problem.
I received the wrong item. Now what?
Contact us at firstname.lastname@example.org with your order number and detail the issue. A team member will get back to you on how to proceed with getting a replacement.
My order was damaged in transit. What should I do?
Please notify us as soon as possible. Take pictures of the damage so we can forward it to the USPS and file a claim. Once your claim has been approved, we will ship out a replacement as soon as possible.
Which service do you use to ship?
We ship most of our products through the USPS. We do our best to maintain a balance between affordable shipping costs, speed, and trackability.
Where are orders shipped from?
We are located in Central Florida from which we fulfill and ship all orders.
How long does it take to get my order?
Our average processing time for orders is 1-3 business days. Once your order has been packed and picked up by Fedex, it can take anywhere from 1-7 business days to reach you with regular ground shipping depending on your location.
Please note: we are not open on weekends or national holidays. Any orders placed over the weekend will be addressed the following business day.
I need my order by a specific date/I'm in a rush!
Typically, we do not offer rush or other shipping methods. If you have a special request you may reach out to us by email with your order number and a team member will respond with any available opptions including the cost to upgrade.
Which address do you use if my PayPal and entered info are different?
We use the address you entered on our order form even if it is different from your Paypal default shipping address. However to avoid confusion, you can add your alternate shipping addresses to your Paypal profile and use those to checkout the next time you order from us. That way both your confirmation from CraftCosplay, and confirmation from Paypal will show the same address and you won’t have to panic!
Why was my quote for shipping so expensive?
Shipping costs are calculated based on estimated weight, packaging dimensions, and how far it has to travel. Larger items and items that are particularly heavy often cost more to ship. If you are located in an extended area, then fuel surcharge is often added to the cost by shipping companies.
Can I choose how or when my package is left for me?
Unfortunately, we do not have direct control over what your specific delivery person will do with your package. Some will leave it while others will take it back to the depot for pick-up. We do however allow you to ship to an address different than your billing address. Many of our customers have packages sent to their workplace, or to a relative/friend.