FAQ’s

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FAQ’s 2014-03-20T03:15:33+00:00

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Frequently Asked Masquerade Mask Questions

I need a mask tomorrow! Can you help?

If you live in a major city or suburb we can express ship an order to you in the afternoon as long as payment clears before 2:30pm Brisbane AEST. Australia Post deliver express parcels overnight for most areas, provided the following day is not a public holiday or weekend.

What if my mask does not arrive in time?

If your order does not make it in time for your event, do not open it! Simply pop “return to sender” on the front and hand it back to your local post office. This way it is free to return to us. Once we receive it, we will issue a full refund of your purchase price excluding any shipping. Our normal returns policy still applies, the item must arrive back in re-sell-able condition, brand new with tags attached.

How do I exchange my mask?

Just send us an email with the details of your exchange and we will help organise this for you. We will make sure we reserve the mask you wish to exchange your current one for. Their may be fee’s to cover shipping and handling which you can read about here.

I am just wondering what the average delivery time is for MaskHQ orders?

Parcel Post for the East Coast is 2-10 business days depending on if you are located within a major city or suburb.
Parcel Post for the West Coast is 3-14 business days depending on if you are located within a major city or suburb.
Express Post is 1-2 business days, unless you are rural.

How do I track my order?

All MaskHQ orders come with a tracking number to prove that they have been lodged. This is why we only use parcel post or express post for delivery. You can easily track your orders at: http://auspost.com.au/track/

Where do I find my tracking number?

If you log into your MasksHQ order you will see a customer note that shows your tracking number. All orders are updated the evening of being shipped (or early the next morning). If you can not find your tracking number, please do not hesitate to contact us using the chat pop up or the contact us tab.

My order says that it was delivered but I did not receive it?

If you have tracked your order and it shows that it is delivered it means that Australia Post has taken it to their local post office unless you requested it to be delivered even if not home, in which case it will have been left in your mailbox or at your front/back door. All our orders are labelled with a “Do Not Safe Drop” sticker. If you request it to be left on your door step you are doing so at your own risk. We do not cover any orders that have been left on doorsteps at your request. If you have not received it, please check with other members of your home if they received it. If not, the unfortunate but rare scenario is that some one else has stolen it from your mail box. It may be worth calling your local police station and reporting it, checking if there is a trend in your area. You can also ring Australia Post to start a dispute over the order. If their is anything we can do from our end to help with your dispute, please do not hesitate to email us.

What does  “Do Not Safe Drop” Mean?

We place a  “Do Not Safe Drop” sticker on all our parcels. This means that we have not given permission for the post man to leave it behind if you are not home. It should be taken to your local post office for collection instead.

This does mean that if you require it urgently and you are not home, it may be taken to a post office and you may not have access to it until the following business day! You can request it to be left on your door step/mailbox if not home however please note, you are doing this at your own risk. Neither Australia Post or Masks HQ are responsible for the package if you have requested this.

What is the difference between parcel post and express post?

Parcel post goes via the regular mail system with a tracking number to show the item has been lodged. Parcel post will take 3-14 business days.

Express post is an overnight delivery option for major cities and suburbs and takes 2 business days for some outer lying areas.

Do you ship internationally?

We sure do, we can ship to:
USA
Canada
New Zealand
United Kingdom

We ship via Australia Post with a tracking number provided for your order. Shipping takes 3-10 business days. Please contact us for more help.

Image by Crysco Photography

  • Free Shipping Over $60

    All orders shipped to Australian addresses that are over $60 in value will receive free shipping during checkout. If your order is below $60, we recommend that you find someone else who is going to the same party and combining your orders so that you can save on shipping costs (they’ll owe you for the favour of course).

    Packaging

    We know that one of the best parts about shopping online is receiving the parcel, and there’s nothing worse than being disappointed before you even get to the product. This is why we go to great lengths to not only provide you with beautiful packaging, but also packaging that will withstand the trials of the postal system.

    Satisfaction…Guaranteed

    We know the old “Satisfaction Guaranteed” has lost a lot of meaning these days – but we take it seriously. If you’re not happy with your order, please don’t settle for less than you’re happy with. Get in touch with us and we’ll do what we can to help, including give you a refund if that’s the best option.