During the month of October only, All Sales Are Final. During the rest of the year, our normal return policy applies:

Returns are accepted upon notification to Neena's via Email, Fax, or Phone, up to two weeks following date of shipment from Neena's.
Credit refunded for the return is limited to purchase price ONLY, original S+H fees & return postage fees are NOT refunded & are the customers responsibility.
There is a 15% restocking fee on all returned items.

Please review the FAQ below to find out which items are eligible for returns/exchanges, & how to start this process, as well as other frequently asked questions.

What is your final return date?

Can I return or exchange my order?

My item(s) arrived damaged, what do I do?

My item(s) is missing parts/accessories, what do I do?

I paid, but my item(s) hasn't arrived, what do I do?

What items may not be returned?

How do I start the exchange/return process?

What if I need my item(s) by a certain date?

What if I want to cancel my order?

Please note:
We do our very best to try to describe items accurately, however, costume and prop styles are subject to change without notice, due to manufacturer production.
Also, please be aware that colors do not always display correctly due to different computer settings and resolutions.
These changes, no matter how slight, are beyond our control.
We apologize for any inconvenience this may cause.
The Manufacturers do not always notify us of these changes.
We will reflect any changes to costumes or props in our website descriptions and images as soon as we become aware of them.
Thank you for your understanding with this issue.

• You have received your order & want to make an exchange for a different item(s).
• Your item(s) does not fit.
• There is a problem (defective) with the item(s).

• There is a 15% restocking fee on all retuned items (unless defective).
• Item(s) must be returned within 14 days (except during the month of October, (October 1-31) when all Halloween sales become final).
• Item(s) must be received in like-new and unused condition and not missing any items (including the original packaging).
• Item(s) must be returned via a traceable method with delivery confirmation (insurance is optional and is your responsibility).
  
• If you choose not to insure your return & it arrives damaged, we will not be able to issue a refund to you on the return.
• The Return Authorization Number (RAN) obtained from us must be written clearly on the outside of the box.

For returns, any return received with missing items will be credited minus the missing item(s).
Any returns that do not include all original packaging will be given half credit because they cannot be re-sold as new.
Any orders returned without any means of tracking or delivery confirmation will be considered an unauthorized return and we are not responsible for refunding the order if we cannot verify receipt of the return.
If we receive your authorized return and it is determined that it is missing some of the accessories, part of the costume, or the original packaging, you will only get a partial credit.
Please double-check that you have included all of the prop or costume and packaging prior to mailing your return back to our warehouse.
Please be aware that there is a 15% restocking fee on returned items unless the item is defective.

For exchanges, if the order is returnable, you can send it back after obtaining a RAN from us. We will then place a new order for you for another size/style that is currently in stock.
If there is a price difference between the exchanged item & the replacement item, we will either credit your account, or charge your account for the difference, prior to item shipment.
You are responsible for the cost of return shipping and the shipping and handling for the original item and the replacement item.
The primary reason for this policy is because the desired item may be out of stock by the time we receive your return and also to ensure the fastest delivery to you of your replacement item.
All appropriate policies apply to all returned items.

For damaged items, if the item has been insured, please save all packing materials and boxes as the carrier will want to inspect these.
All ground (FedEx Ground/UPS Ground) & Express shipments are automatically insured. For US Postal shipments, insurance is optional & available at additional cost prior to shipment.
If you chose insurance on a postal shipment then a claim may be filed. Uninsured items that are damaged are not eligible for claims.
For insured items, please contact us immediately & we will advise you of the necessary steps to take in order to file a claim.

Please check the item description carefully before reporting shortages. Some manufacturers packaging is "generic"- packaging is printed listing all accessories even though items may not contain them. Our descriptions list item contents, so please read the description first if there is any question as to what should be included in the packaging.
If you find our description lists an item that is included, and you are missing it, please notify us as soon as possible.
We check every item upon receipt to our warehouse, but sometimes we are not aware of shortages!

Items that were shipped Priority Mail within the USA usually take 2-3 days to arrive, but you should allow upto 5 days to be on the safe side. We ship items as rapidly as possible, but once your package enters the USPS system, delivery time is beyond our control. You will ALWAYS receive a shipment confirmation from us containing a tracking number that may be entered into the usps.com site to track shipment/delivery of your item.
This shipment confirmation email will be sent from
Please note that this is an automated email address for shipment confirmations only- messages sent to this address will not receive a reply!
Questions should always be emailed to
If you did not receive a shipment confirmation email from us, please check your junk email or spam folder for this message.
If you have not received any notification from us, please contact us at Occasionally, electronic payment notification to us for your payment is delayed (paypal or Credit Card), and while we make every effort to check for electronic payments, we are only human, and sometimes overlook them! When emailing us about a sent payment, please include:

Items that were shipped FedEx within the USA are delivered at various time schedules depending upon the service requested.

Neena's makes every effort to ship your order in a timely manner.
If an order is time sensitive, the customer must tell Neena's the date that the item(s) is needed. However, Neena's will not be held responsible for late deliveries by any freight carrier.
APO and FPO deliveries must allow at least 14 days for delivery.
Refunds will not be issued due to carrier or address mistakes.
All orders are considered to be the customer's once the package has been shipped.

During our busy season (September & October), once an order is placed it starts an automated process and can not be canceled.
If you have placed an order and later decide that you no longer want it, you will have to wait until you receive it and then call for a return authorization number (except during the month of October, (October 1-31) when all Halloween sales become final).
The 15% restocking fee will still apply.
We apologize for any inconvenience this may cause.

If you have any questions, please feel free to contact us & we will do our best to answer them.
Thank You! We appreciate your order & look forward to doing business again with you in the future!
Happy Halloween!

International Orders see International Order Page for Int'l Order Info.

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