Ordering Help and Frequently Asked Questions
If you cannot find the answer to your question here, please call:
10am-6pm U.S. Central Time
- We do not sell our customers names, phone numbers, or email addresses. Phone numbers and email addresses are required so that we may contact you about your order.
How do I order?
- The easiest way is by using our online shopping cart and completing the transaction with a credit card. Just click on the item numbers to add fun stuff to your cart. You can change the quantities or remove items at any time. When you are satisfied with your order, click 'check out' to move on to the secure server.
- If I don't want to use a credit card on-line, can I still use the shopping cart?
- YES! We recommend that you still use the cart. It will calculate your shipping charges and collect all the important information we will need to fill your order. When you get to the billing information, just choose 'look for my payment in the mail' and submit the order. Then print the final page to mail or fax to us with your payment. This method will give you an order number that you can reference to contact us about your order.
- Fax orders to 1-512-858-1424
- Mail orders to:
You may also call 1-512-858-5063 to provide your credit card information.
- Nightmare Factory
- P.O. Box 1181
- Dripping Springs, TX 78620
- How much is shipping?
- Shipping varies based on weight, box size, where you live, and how fast you need your order. After adding items to your shopping cart, you can use our shipping calculator to see the delivery charge for your order based on when you want it delivered. In rare instances, the online shipping calculation may underquote the necessary shipping. If this happens, we will contact you for instructions before shipping your order. Please include your phone number on your order and make sure your email is correct!
Minimum shipping charge outside the USA is $15.
- When will I get my order / how fast can I get my order?
- There is a place on the order form to choose between several shipping options depending on how fast you need your order. We can meet most deadlines, but fast shipping will cost more than standard/ground shipping. Availability and turn-around times vary seasonally. If you will need your order in less than 2 business days for a domestic order or less than 2 weeks for an international order, we recommend you call our customer service department at 1-512-858-5063 to get the most accurate information when you are ready to order. We cannot guarantee delivery times to P.O. Boxes or FPO / APO addresses. International delivery can only be guaranteed pending normal customs clearance.
- Delivery times are for in-stock items only. If an item is on backorder, we will attempt to contact you for instructions if we will not be able to deliver by your deadline. If we do not receive other instructions, we will maintain the item on backorder and ship it when it is available.
- Why do you need my phone number?
- We use your phone number to contact you if there are questions or problems concerning your order. If you do not provide a valid telephone number, we cannot guarantee delivery of your order. We do not sell our customer's phone numbers.
- Do you ship to APO/FPO addresses or P.O. Boxes?
- Yes. We will gladly ship your order to a post office box or APO or FPO address. Orders to this type of address are shipped Priority, First Class Mail, or Parcel Post through the U.S. Post Office. We cannot guarantee delivery times to these addresses. Members of the military who need rush shipping with a guaranteed delivery date (pending normal customs clearance), should use a street address in the country where they are stationed and choose the appropriate international shipping option. Please include your phone number on your order.
- Do you ship outside the USA?
- Yes, we ship to most countries all over the world. The on-line order form has options for you to choose international shipping. You MUST choose an international shipping option for your shipping charges to be estimated correctly. If you choose a USA shipping option, your order might be delayed or not shipped at all. Please note that international delivery times can only be guaranteed pending normal customs clearance.
MORE IMPORTANT INFORMATION FOR INTERNATIONAL ORDERS:
Charges for your order include merchandise and shipping only.
You will also be responsible for any taxes/duties levied by your country and for customs brokerage if necessary.
If you are unsure about the types or amount of fees you may be expected to pay, we urge you to contact your local customs office. Please do not contact us with these questions. We do not keep customs information for individual countries!
It is your responsiblity to ensure that the items you ordered are not prohibited for entry into your country.
If your shipment is returned unclaimed or for refusal to pay customs, it will be handled under our normal return policy. Shipping will not be refunded. We must include an accurate invoice of items for customs. Requests to do otherwise will be ignored.
APO/FPO addresses must also include a customs form. We can only ship to APO/FPO addresses through the US Postal service. The delivery time is NOT guaranteed. If you have an APO/FPO address and need a guaranteed delivery time, you must provide us with STREET address to which UPS can deliver and choose the International Express shipping option. In this case, your shipping address will be to the country where you are stationed, NOT USA.!
- What is your return/exchange policy?
Returns are handled on an individual basis. The following are general guidelines. Please
for our return policy on specific items:
Most items may be returned or exchanged within 5 business days of receipt. The following items may NOT be returned: teeth, wigs, masks, hats, magic supplies, video tapes, makeup, hair spray, lingerie, special order items. Most items are refundable for the full purchase price, however, some items may be subject to a re-stocking fee up to 25% at our discretion or may be returned for store credit only. Returns over $1000 will be issued store credit only. Shipping is non refundable. If actual cost of shipping the order exceeded the shipping charge we collected, we may deduct the acutual cost from your refund. On 'Free Shipping' orders, if the return brings the order total under the minimum qualifying threshold, the original shipping charge may be deducted from the refund in addition to any re-stocking fees. Purchaser is responsible for return shipping of all items. All returns must be in same condition as received (new, undamaged, unworn, in original packaging). There will be a minimum 10% restocking fee on return of any item ordered during the month of October. A 25% re-stocking fee will apply to returns of any item ordered October 26-31.
- If you receive a damaged item, save the box and packing and contact us immediately by email or at 1-512-858-5063 (M-F 10am-6pm Central US). Do NOT send the item back to us without specific instructions from our customer service department.
- When I use the search feature, I can't see all the pictures
- Not all the items in our database are associated with pictures yet. We will be working to improve this feature over the coming months. If you need more information on a specific item, please
contact our customer service department
- I am getting an error message from the cart
- There may be several reasons for this:
- You are using a version of the AOL browser of another browser that does not POST information properly FIX: Update your broswer to the latest version
- You do not have your browser set to accept 'cookies' FIX: Check your browser documentation for how to set this preference. You will also need to enable Java.
- The web site is down for maintenence FIX:try again later - this problem should be fairly rare
- There is a programming error in the site related to a specific product. FIX: If everything else is working properly, but you have trouble adding a specifc item, the problem is on our end. Please
us with item number that is giving you trouble and we will correct it as soon as possible.
- If you continue to be unable to order online, please call our customer service department at 1-512-858-5063. We will be happy to take your order by phone!
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Thank you for shopping the Nightmare Factory
we are Halloween!
For more Halloween costumes, masks, and props, don't miss the main shop!
(M-F 10 am - 6 pm CST)
| Nightmare Factory
P.O. Box 1181
Dripping Springs, TX 78620 USA