After each use we recommend cleaning the head of the mascot with water and mild detergent (from the inside). For stains, we recommend using a wet cloth and stain remover (just make sure it does not contain bleach). We also recommend a deeper cleaning every few months as needed. For the deep clean we advise cleaning the head and feet from the inside following the instructions above. We also recommend washing the clothing by hand and avoid using excessive heat. Always allow your costume to fully air dry and never put your costume in the dryer.

Our standard production time takes is roughly 3-4 weeks for production from the time your design is approved.

The life of a mascot costume can last for many years, if taken care of properly. Please review our maintenance manual for instructions on how to properly care for your mascot costume.

The weight of a mascot costume can range from 8-25lbs depending on the complexity and materials used.

We use a wide range of fabrics, depending on what the design calls for. For many animals or creatures, we will use long hair or plush materials. For Humans or creatures with a smoother design, we will use different types of smooth synthetic materials. Please let our team know if you have a preference on what material we use for your costume

Return Policy:
If you have an unused product in its original packaging, you can return it within 7 days to receive a full refund, excluding the shipping charge. Custom products are non-refundable.

Any issues with the product fall under our return policy.

To initiate a refund, kindly fill our form with the email address of the order contact and the order number.

Returns for custom-made products are strictly not accepted, as outlined in the Custom Product return policy below.

Custom Product Return Policy: Returns for custom-made products will not be accepted under any circumstances. This policy encompasses a range of items, including but not limited to custom Air Dancers®, custom Feather Flags, custom giant inflatables, custom banners, custom tablecloths, custom sidewalk signs, custom inserts, custom pop-up tents, custom LED pillars, custom inflatable costumes, and all other LookOurWay custom-made products.

For further inquiries or if you are unable to locate the information you seek, please contact us at (866) 586-3888, Monday to Friday, 7:30 am to 5:00 pm PST, or reach out to us via email at SUPPORT@LOOKOURWAY.COM.

Please ensure that your item qualifies for return by familiarizing yourself with our Return Policy.

If your item meets the stipulated requirements, kindly utilize our Returns Page to initiate the return process. Upon completion of the return form, a member of our support team will review your request and notify you once the return label is ready for download.

To complete the returns process, please provide:

• Your order number
• The email address associated with the order

Subsequently, print and affix the UPS return label onto your package before delivering it to any UPS shipping center.

For further assistance or inquiries regarding the return procedure, please feel free to contact us at (866) 586-3888, Monday to Friday, from 7:30 am to 5:00 pm PST, or reach out to us via email at SUPPORT@LOOKOURWAY.COM.

For all in-stock products, orders placed before 2 pm PDT are typically shipped on the same day. Custom products, on the other hand, may require up to 2 weeks for shipping. Our fulfillment center in Stockton, CA, processes and dispatches orders five days a week, Monday through Friday, excluding weekends and most major holidays.

Orders placed after the 2 pm cut-off or over the weekend will be shipped on the next business day. If you receive a notification indicating that your order has shipped over the weekend, the actual shipping process will commence on the following business day.

To calculate shipping costs please use the following steps:

1. Add the items you are interested in purchasing to your cart at lookourway.com
2. Select "Checkout"
3. Add your Shipping Information and click on Continue to Shipping.
4. You can then select the best shipping option for your order

We do not offer international shipping at this time. We provide shipping services to the continental United States, Hawaii, Alaska, and Puerto Rico.

Upon printing your shipping label, a tracking number will be associated with your order, drawn from the two shipping carriers we utilize: UPS and USPS.

Email:
Following the printing of the shipping label, you will receive an email containing your tracking number. This number is linked to AfterShip, a program simplifying tracking information and displaying a map indicating your shipment’s location. Alternatively, you can copy the tracking number and paste it into your web browser to identify the associated carrier. This enables direct tracking on UPS.com or USPS.com if any issues arise with AfterShip.

Your Account:
Access your tracking numbers within your LookOurWay account.

Contact LookOurWay Support:
For further inquiries, contact us at (866) 586-3888, Monday to Friday, from 7:30 am to 5:00 pm PST, or via email at SUPPORT@LOOKOURWAY.COM.

For customers who have placed an order for a Custom Product, the fulfillment process involves three distinct phases: the Design Phase, Production Phase, and Shipping Phase. Once your design receives approval for production, the manufacturing cycle may span up to two weeks. Subsequently, upon completion of the custom product, we proceed to ship it to you.

Additionally, orders may be delayed if items marked as "Out-of-Stock" are part of the purchase. In such cases, we will promptly notify you of the unavailability and the inability to ship your product.

Should you have any further inquiries about your order, feel free to contact us at (866) 586-3888, Monday to Friday, from 7:30 am to 5:00 pm PST, or reach out via email at SUPPORT@LOOKOURWAY.COM.

If it has been more than 24 hours and there haven’t been any updates or previous information given about your order, please contact our support team and they can assist with your order.

If you have any additional questions give us a call (866) 586-3888 Monday to Friday: 7:30 am - 5:00 pm PST or reach out to us via email SUPPORT@LOOKOURWAY.COM.

If you are unable to find your receipt, please search for previous or archived emails from LookOurWay, call our Support Team, or do the following:

1. Go to LookOurWay.com and select the "Account" tab
2. Log in to your account
3. Look through your Order History
4. Select the Order Number

From there, you should have all the information from your order with an attached receipt.

If you have any additional questions give us a call (866) 586-3888 Monday to Friday: 7:30 am - 5:00 pm PST or reach out to us via email SUPPORT@LOOKOURWAY.COM.

To reset your password, go to LookOurWay.com and select the "Account" tab. Click on "Forgot your password?" and enter the email address associated with your account. You will receive an email with a link to reset your password.

If you have any additional questions give us a call (866) 586-3888 Monday to Friday: 7:30 am - 5:00 pm PST or reach out to us via email SUPPORT@LOOKOURWAY.COM.