Frequently Asked Questions
Sometimes you may have a question. Here are a few frequently asked questions, but if you don’t find your answer, give us a call at 214-221-1442 or our toll free number 866-394-5056. You can also send your question by email to customerservice@k-12mascots.com.
1. How often are new products introduced?
We introduce new products at the beginning of each school year. We estimate the number of each product we think we will need to service our customers and then order them into inventory. Since our products are so special the popular mascots will usually be sold out before the completion of the first semester of school, so order early if you want your mascot.
2. Customer Suggestions and recommendations?, Please, Please, Please email us! We Listen!
Do we listen? Yes we do listen, your input is very important to us. Please, Please, Please email us your suggestions! We do listen! We take every suggestion seriously and design and manufacture mascots according to what we hear.
3. How long does it take to get my order?
Mascots product in inventory will ship within 24 hours. Most items ship Monday through Friday from Dallas, Texas. Generally, the further away you are from Dallas, Texas, the longer it takes. Shipments to either Coast may take 3-5 days. You will receive a tracking number and instructions on how to track your package. You probably already know what happens at Christmas or other holidays so please allow some extra time for delivery.
4. Return policy?
We will gladly honor an exchange or refund for any full price item in original packaging returned to us within 30 days. The "On Sale Products" category items are significantly discounted often below cost and are not returnable.
To ensure proper credit for a return, please include a copy of your original invoice, using the reverse side to let us know if you would like a refund, or if you want to make an exchange. Return shipping charges are not refundable, but you will not be charged for any additional shipping charges on exchanges of equal or lesser value.
5. Did you receive my return?
It can take up to 4 weeks for your return to be completely processed, but don’t hesitate to call if you are concerned.
6. How can I find my mascot and colors?
From the Home page select your mascot on the Categories Menu and you will find the entire selection. Choose your color combination and you will see all the products we have in that Mascot and color combinations.
7. What should I do if I don't see my Mascot and colors?
If you don't find your Mascot, or color combination, click on the "Contact Us" page and send us a message. We are always in the process of reviewing new Mascots and yours may be "on the drawing board." We are always happy to hear your comments, and would like to know what you think.
8. Is the embroidery on your products included in the price?
YES. Our products include the embroidery you see on the product page. However you can order customized products. The price varies with the number your order, and the time it takes to manufacture them. Please call for special pricing and the length of time it will take to fill your order.
9. When I order a Figurine Mascot is the printed information on the base included in the price?
YES. You give us the information when you place the order and we print the information on the Mascot before shipment. If you had rather receive the Mascot without the message being printed you may indicate that on your order.
10. How will you ship my products if I purchase more than one product?
For a multiple product order, we will make every attempt to ship all products contained in the order at the same time. Products that are unavailable at the time of shipping will be shipped as they become available, unless you inform us otherwise. You will only be charged for products contained in a given shipment, plus any applicable shipping charges. You will only be charged for shipping at the rate quoted to you on your purchase receipt. The entirety of this shipping charge may be applied to the first product(s) shipped on a multiple shipment order.
11. What is your Order Acceptance Policy?
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We reserve the right at any time after receipt of your order to accept or decline your order for any reason.
12. Will I be notified when my order is shipped?
YES. We will send an email indicating we have received your order, and when we ship it we will send another email indicating when it was shipped and who has the shipment. If we are not able to ship your complete order we will call you to see how you want to proceed.
13. When will you ship my product if it is Out-of-Stock?
We will ship your product as it becomes available. Usually, products ship the same day if ordered by 1:00PM , or by the next business day if your order is received after this time and for orders received on Saturday, Sunday or any major holiday. However, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping.
14. What is your Privacy Policy?
We keep your personal information private and secure. When you make a purchase from our site, you provide your name, email address, credit card information, address, phone number, and a password. We use this information to process your orders, to keep you updated on your orders and to personalize your shopping experience.
Our secure servers protect your information using advanced encryption techniques and firewall technology.
To keep you informed about our latest offers, we may notify you of current promotions, specials and new additions to the K-12 Mascot Store site. You may unsubscribe from our newsletters by following the unsubscribe instructions in any email you receive from us.
When entering any of our contests or prize drawings, you provide your name, email address and mailing address. If you win, we will send the prize to the address entered and notify you by email. When you enter a contest or drawing you are also included in our newsletter list to receive notice of promotions, specials and new additions to the K-12 Mascot Store site. You may unsubscribe from this news list by following the unsubscribe instructions in any email received.
We use "cookies" to keep track of your current shopping session to personalize your experience and so that you may retrieve your shopping cart at any time.
15. What is your Policy on Returns?
We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 30 days from the date of shipment. Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for return 30 days from the date of shipment.
16. What is your Shipping Policy?
Shipping Time -- Most orders received before 1:00PM will ship the same day, provided the product ordered is in stock. Most orders received after 1:00 PM will ship the next business day. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.
We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by us or other parties only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.
17. How do you charge Taxes?
Our Store will automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the state of Texas. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes.
18. What if you have Typographical Errors on your site?
In the event a product is listed at an incorrect price due to typographical error or error in pricing information, Our Store shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Our Store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Our Store shall immediately issue a credit to your credit card account in the amount of the incorrect price
19. What does Products-On-Sale mean?
While there are many variations to the meaning for Products-On-Sale exist, we choose to consider it a pleasant alternative to saying Clearance, Closeout, Sale, Discontinued, Returns, Blow Out or etcetera.
What Products-On-Sale isn’t!
Products-On-Sale do not mean used products. They have not been in the back of a dusty warehouse for months or have an outdated style popular in the 80’s.
What a Products-On-Sale is!
We do not always have professional photos available that are web site compatible. We often have to film products in house.
Items are new and have never been sold and are still in the manufacturer’s original packaging. So if you can live with a new product that has had its picture taken and is web famous this is a great section to shop in.
Other reasons for the Products-On-Sale Section:
· Special Discounted Products we are closing out to introduce a different style.
· We have a few items that will not be offered the following season
· Sometimes a great product exists that just didn’t sell as many as we thought they would, so we will mark it down to clear out the warehouse.
· Sometimes, due to the nature of web site integration, it is more effective to discount an item in inventory and clean out the warehouse.
Look at our “Product-On-Sale” Subcategory to get a real bargain!
