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Terms & Conditions

CosWorx Online Store Policies   Customer Service is key, and we are here to make sure you are completely satisfied from the moment you visit our webiste through the moment your items arrive at your doorstep and beyond.  We are a fully staffed, fully licensed company running out of a 1700 square foot location near downtown Las Vegas, Nevada.  If you ever have any questions, please email us at questions@cosworx.com, or call us toll free at 1-877-237-1999 and we will do whatever we can to help you.   Buy from us with confidence.   Please take the time to become familiar with our store policies prior to ordering from us.   Email   Important: We highly suggest going into your email program and setting your junk email filter to ALLOW any emails coming from @cosworx.com.  Most miscommunication occurs because many email filters like to flag store orders and correspondence as spam.   After you pay for an order, you will receive an email from us with your sales receipt, and the status will say "Processed".  When your order is shipped, you will receive one more email with the receipt again, however the status will say "Complete" and it will normally contain your tracking numbers.   Returns/Refund Policy   Please keep your original packaging!   There are two types of returns - DEFECTIVE returns, where the item arrived damaged or in an incorrect color/style, and NON-DEFECTIVE returns, where you receive the item and decide you don't like it. Please read all of the policies below thoroughly PRIOR TO PLACING YOUR ORDER. These policies apply to both domestic and international orders   Defective Items   Defective items will be replaced with the same style and color ordered. You must contact us to receive a RMA (Return Merchandise Authorization) number prior to sending the shoes in. Returns sent in without a RMA will be refused and you will have to pay for the shipping. In the case where an item has been discontinued, we will contact you to see how you would like to proceed. We cover the shipping on returned defective items. If the items show signs of being worn, we will refuse them and send them back to you at your cost. The original packaging must be included in the return. For wigs: your wig must not be worn, must still have the tags attached, and must be in the original packaging.  NO EXCEPTIONS. Defective returns are only accepted for the first 10 days after you receive your order.   Non-Defective Items   All non-defective returns and replacements are subject to a 15% restocking fee. No exceptions. Fee must be paid in advance of receiving your replacement. All shipping charges are your responsibility. All items must be in the original, undamaged packaging. All items must be in perfect, new condition, unworn and unscuffed. We check all items prior to authorizing a replacement to go out to you. If the item has definitely been worn, we will ship it back to you at your expense. For wigs: your wig must not be worn, must still have the tags attached, and must be in the original packaging.  NO EXCEPTIONS. We do not accept any returns unless you contact us first for a RMA number. RMA numbers must be requested within 10 days of receiving your order. Items must be returned within 7 days of receiving your RMA number. We do not refund money on non-defective items. Non-defective returns are eligible for store credit or a replacement of your item. You MAY exchange for a different color or size. If you replace an item for an item of higher value, you will be charged the difference before the item ships.   If for some reason an item you order has suddenly run out of stock (like a specific color of wig or boot), we will attempt to contact you first by email, and then by phone.  If for any reason we do not hear back from you within seven (7) days, we will cancel the out of stock portion of your order and ship the rest to you. If we are able to reach you, you will have the option of altering your order, waiting for the item to come back into stock, or just canceling that portion of your order.  At all times we will attempt to give you an estimate on how long the out of stock item will take.   We do not ship out your return or process your refund until the items are back in our possession.   Privacy Policy   CosWorx will never give any of your information out to any 3rd party.  This site uses cookies to track site usage, login info, and other information pertinent to your browsing this site, and to make your shopping experience easier. We do not store any credit card information on our site.   Packaging   CosWorx ships all products in discreet packaging.  Your package will arrive in standard USPS boxes via Priority Mail or in plain brown boxes via UPS.  The return address on the label is "CosWorx" which is completely benign.   Paypal   We reserve the right to only ship to the confirmed address on your Paypal account.   Money Orders   We do accept money orders, however please contact us prior to ordering using this method.  Money orders must clear our bank before we will ship out your items.  We do not accept checks.   Shipping   We use various shipping methods, from USPS Priority Mail to UPS Ground.  Most of our items ship out of our retail location in Las Vegas, Nevada via Priority Mail.  Some of our wigs ship via Priority Mail or UPS Ground out of Los Angeles, California, depending on the order.  The further you are from Los Angeles/Las Vegas, the longer your shipment will take.  Please allow at least the following amount of time for shipments in the US.   Wigs - 1 to 5 business days, depending on location and the wig ordered. Shoes - 3 to 9 business days. All other items - 2 to 5 business days unless backordered.   If your order has not arrived in this timeframe, please contact us and we will update you on the status.   If you have multiple item types in your order (shoes + wigs) always go with the longer timetable to be safe.  Contact us if you need part of your order to arrive sooner.   Some orders ship in multiple packages, so if you receive one package and are wondering where the rest of your order is, it is most likely in another package a day behind it.  Contact us for tracking information.   We do not ship orders on weekends.   Orders to PO Boxes might add a day to your order because we are limited as to the shipping methods we can use to them.  Please use a regular street address for the fastest delivery option.   Shipping costs are calculated using an aggregate of US shipping rates, with a small handling fee applied to some orders depending on the items ordered.   International Orders   We do ship internationally.  Orders up to 4 pounds ship Global Priority Mail, over 4 pounds ship Air Mail Parcel Post.  International Orders normally take from 7-15 days to arrive, sometimes longer.   International customers are responsible for all tarriffs, duties and taxes placed on their order by customs.  We will NOT mark items as "gift".   Shipment Tracking   For US orders, we will always provide you with tracking information.  We do not provide tracking info for international orders at this time.  You may always contact us if you have a question on the status of your shipment.   Invoices   You may view your entire sales history at any time by logging into your store account and clicking on the Invoices link.   Conventions, Preparedness and the Cosplayer   For the cosplayers - CosWorx recommends ordering at least TWO WEEKS prior to any conventions you are cosplaying at, to ensure you receive your items in time with no further issues.  Too many times in the past, we have had customers who order three days prior to a convention and then email us a day later asking us if we can hurry the order up for them because "there is a convention Friday but now we're going Thursday afternoon".  Please be prepared and order well enough in advance so that you have your items way before the convention takes place.