Welcome to our FAQ section. Here we address frequently asked questions to deliver concise and straightforward explanations. Should the information you seek not appear, we encourage you to reach out to our customer support.

General Questions

Q1. What is Cosplay Jackets?

Ans: Cosplay Jackets is an online retailer based in the United States, dedicated to offering premium cosplay jackets, suits, and accessories. We aim to equip fans and cosplayers with authentic, meticulously crafted apparel, empowering them to embody their favorite characters with confidence.

Q2. How can I contact your customer support team?

Ans: Our customer support team is available around the clock. You can initiate a conversation through the Live Chat option on our website, or you may email us at team@cosplayjackets.com. Our office hours are Monday through Saturday, 09:00 AM to 05:00 PM (GMT-5).

Order and Payment

Q3. What payment methods do you accept?

Ans: Through the securely integrated Stripe payment gateway, we welcome payment via Visa, Mastercard, American Express, Google Pay, Apple Pay, and Union Pay.

Q4. Is my payment information secure?

Ans: Absolutely. We partner with Stripe to handle all transactions via a secure, encrypted connection. Your credit card details are not stored on any of our servers. For a complete explanation, please consult our Billing Terms and Conditions.

Q5. Can I cancel or change my order?

Ans: To cancel or change an order, please email us at team@cosplayjackets.com as soon as possible. We can only guarantee adjustments if your request arrives before the order has been processed for shipment.

Shipping and Delivery

Q6. Do you ship internationally?

Ans: At this time, we only ship to locations within the United States.

Q7. What are your shipping costs and delivery times?

Ans: We provide two shipping options:

  • Standard Shipping: $29.99 USD, estimated delivery within 4 to 10 business days after processing.
  • Express Shipping: $69.99 USD, estimated delivery within 1 to 5 business days after processing.

For further details, please consult our complete Shipping and Delivery Policy.

Q8. How long does it take to process an order?

Ans: Most orders are processed within 1 to 3 business days, Monday through Saturday. Any orders made after our cutoff time of 4:00 PM (GMT-5) will be handled on the following business day.

Q9. How can I monitor my order status?

Ans: After we ship your order, you will get an email confirming shipment. That email will include a tracking number along with a link for viewing your package’s journey.

Returns and Refunds

Q10. What is your return policy?

Ans: Our return policy allows for eligible items to be returned within 30 days. Products must be in pristine condition—unworn, unused, and with all tags attached. For complete return procedures and authorization, please see the Refund and Return Policy.

Q11. Are custom-made jackets returnable?

Ans: Custom jackets are made to your specifications, so they cannot be returned for any reason other than defect. If the jacket is faulty or was made inaccurately according to the design and measurements we confirmed during your consultation, we will remedy the situation.

Q12. What should I do if the shipment is lost or arrives damaged?

Ans: If your shipment is lost or the package is damaged, reach out to our customer support team right away at team@cosplayjackets.com. We will coordinate with the carrier to investigate and will arrange for a replacement shipment or a refund.