Frequently Asked Questions (FAQ) VenetianMaskSociety.com

In-stock items usually ship same day if order is received before 3:30 PM PST M-F. We make every effort to ship out all orders on the day that they are received.

If you are ordering after 3:PM and would like to have your order shipped out same day please place your order in our online checkout and type SHIP TODAY in the special shipping instruuctions field. Our packages are picked up M-F between 4-5PM PST.

Standard shipping is sent via UPS Ground service. We also allow expedited shipping options through UPS as fast as Next Day early morning. Please provide a physical address because UPS will not deliver to a PO BOX.

Standard Ground Shipment is not available to Alaska, Hawaii, Australia or Canada. You will use standard USPS or expedited UPS (see below)

How do I contact Customer Service? <Back to Top

Our Contact Center hours are as follows:

Monday thru Sunday 6AM - Midnight PST

To contact Customer Service:

Email Us: Click Here

Phone Us: (760) 2305073

Write Us:

Venetian Mask Society

ATTN: Customer Service

PO Box 0239925

Encinitas , CA 92023

How are the masks worn? Do they have a ribbon?>

All of our masks are full sized, light-weight, wearable masquerade masks. If they do not specify "stick mask" they they will come ready to be worn with a ribbon or strap. They are really comfortable and the ribbon or strap is easy to adjust for comfort.

Do you ship Internationally? <Back to Top

We ship anywhere that we are allowed to by law! We ship regularly to Australia and Canada and of course anywhere in the United States. We use USPS International Express to AU and CA. If you live elsewhere feel free to call or email to find out about delivery times and costs.

We apologize for any inconvenience this may cause.

How do I return something purchased online or over the phone? <Back to Top

If you are not completely satisfied with your purchase, please contact ourcustomer service center immediately upon receiving the parcel. If your request falls within our acceptable guidelines for returns or exchanges we will issue you a RMA # and provide you with the necessary form to receive your refund. The following guidelines must be followed to be eligible for an exchange or refund:

1) Items must be returned in their original condition, with original packing materials and documentation.

2) The masks must be placed inside another box with adequate packing materials to insure the item is not damaged in return shipment. We are not responsible for damaged items on the way back to us. We strongly encourage you to add insurance to the shipment.

3) A Return Merchandise Authorization (RMA) form must be completed and included with your exchange/return request.

If your order has been damaged or contains the wrong items, you must first contact our Customer Serviceteam. Please provide your name, order number and a request for refund or exchange.

Please allow 30 days for your exchange or return to be received and processed. We strive to process all exchange and return requests within 10 business days of the receipt of the returned product. Again, first contact us, request an RMA # and form BEFORE SHIPPING back to us. Unauthorized returns are subject to a 100% re-stocking fee!

We are not responsible for lost returns. While insuring your package is optional, it is highly recommended. VenetianMaskSociety.com is not responsible for the cost to insure returned items.

If you have any questions about your return, please contact our Customer Service team.

Thank you for your order!

Do you ship Venetian Masks to Canada? <Back to Top

YES!

Do You Ship Venetian Masks to Australia ? <Back to Top

YES

How do I contact VenetianMaskSociety.com and what are your hours? <Back to Top

Our Contact Center hours are as follows:

Monday thru Friday 6AM – Midnight PST

To contact Customer Service:

Email Us: Click Here

Phone Us: (760) 2305073

Write Us:

Venetian Mask Society

ATTN: Customer Service

PO Box 0239529

Encinitas , CA 92023

Do you sell gift certificates? <Back to Top

Yes.

Why did my credit card fail? <Back to Top

There are several reasons a credit card may fail to authorize.

1. Verify the correct expiration date was entered.

2. Verify your name was entered as it appears on your credit card statement.

3. Verify your address was entered as it appears on your credit card statement. (In some rare instances the city will be a large metro near your town… try that if all else fails!)

If you have verified all of the information above is correct, you credit card may have failed to authorize for one of the following reasons:

1. The credit card number may have been entered incorrectly. Delete the credit card on file and re-enter your information.

2. Your account may have fraud protection services. Contact your financial institution and authorize the transaction. (The phone # is printed right on the back of most major credit and debit cards.)(This is a common problem with international orders)

3. Your account may have insufficient funds. Contact your financial institution and verify your available credit.

4. If you are using a debit card with a Mastercard or Visa logo, your financial institution may have conflicting billing address information. Contact your financial institution and request they verify your billing information matches that of the Address Verification System (AVS).

Please note, the most common reason for credit card failure is an incorrect expiration date. You may check your payment information by accessing the Payment Profile section of My Account. Click here for a detailed explanation of our payment options.

IF YOU ARE ATTEMPTING TO USE A GIFT CARD WITH A MASTERCARD OR VISA LOGO, YOU MUST INSURE THE CARD HAS BEEN ACTIVATED FOR INTERNET TRANSACTIONS PRIOR TO USE.

What are my Payment Options? <Back to Top

All orders are totally secure on VenetianMaskSociety.com.

Credit Cards

We accept MasterCard, Visa, American Express, and Discover and more for all orders. All payments must be in US funds only.

You will be prompted for your credit card information during the Payment section of checkout when placing an order. When you place your next order with us, and loginwith the correct password, you will find all of your information in place. If you decide later that you would like to remove your information from our server or change it, you may do so by logging in to the "My Account" page (the link is in the left navigation of each page). Choose Payment Options, Delete Entry or make your changes, and then click Save My Changes.

We use a leading banking industry service to clear transactions. If this service tells us that the card information you submitted is not valid, we will attempt to notify you through email and stop processing your order.

If you would like to use a different card, or if you believe this information is in error, please call our Customer Service team.

Debit Card Users <Back to Top

Please note that debit cards are processed differently than credit cards. The amount you debit is immediately held and may not be available for withdrawal from your account.

Money Orders <Back to Top

We will accept money orders for all orders. Please contact Customer Serviceto place an order and request payment by money order. All payments must be in US funds only. Our paymenr processor will calculate the exchange rate for the transaction prior to your confirming the transaction. Orders will not ship until payment is received. Placing an order with Customer Servicedoes not guarantee product availability.

Checks <Back to Top

We will accept personal checks, company checks, or cashiers checks on orders of $75.00 or more. Please contact Customer Serviceto place an order and request payment by check. All payments must be in US funds only. All check orders will be held for ten days pending bank approval. Items will not ship until the mandatory holding period has passed. Placing an order with Customer Servicedoes not guarantee product availability.

Help! I can't find what I'm looking for. <Back to Top

The best way to locate a title is by using the “Shop Venetian Masks” field located in the top left corner of the website. Type the name or description in the Search field, and click on GO. We also are one of the only masquerade mask stores on the web that will allow you to search a mask by color.

If you still cannot find the item you are looking for, please call ourCustomer Service team at (760) 230-5073. Please contact us with details about the item you would like to buy, and we will reply with suggested items.

How do I contact Wholesale Customer Service? <Back to Top

Customer Service Hours: Monday – Friday 6AM – Midnight PST

To contact Venetian Mask Society Wholesale Customer ServiceDepartment:

By Email: info@venetianmasksociety.com

By Phone: (760) 230-5073

By Mail:

ATTN:Venetian Mask Society Wholesale

POB 235925

Encinitas , CA 92023

Do you ship to PO Boxes? <Back to Top

UPS is our primary carrier at this time. Regretfully, we are unable to deliver to P.O. Boxes using UPS. Please provide your physical address to assure prompt delivery. If this is not a valid option we will deliver your parcel via USPS. Please allow additional time for USPS delivery. Expedited options are not available on USPS purchases.

Do you accept Debit Cards? <Back to Top

VenetianMaskSociety.comwill accept Debit Cards. Please note that debit cards are processed differently than credit cards. The amount you debit is immediately held and may not be available for withdrawal from your bannk account.

Do you ship to the US Territories? <Back to Top

If USPS or UPS goes there we will ship there!

Do you ship to US Protectorates? <

If USPS or UPS goes there we will ship there!

Do you accept Money Orders? <Back to Top

Yes, we accept money orders as a payment option. Please contact Customer Serviceto place an order and request payment by money order. All payments must be in US funds only. Orders will not ship until payment is received. Placing an order with Customer Service does not guarantee product availability.

Which credit cards do you accept? <Back to Top

All orders are totally secure on VenetianMaskSociety.com.

We accept MasterCard, Visa, American Express, and Discover and others for all orders. All payments must be in US funds only.

You will be prompted for your credit card information during the Payment section of checkout when placing an order. When you place your next order with us, and loginwith the correct password, you will find all of your information in place. If you decide later that you would like to remove your information from our server or change it, you may do so by logging in to the "My Account". Choose Payment Options, Delete Entry or make your changes, and then click Save My Changes.

If you would like to use a different card, or if you believe this information is an error, please call our Customer Service team.

What is your Privacy Policy? <Back to Top

We respect your privacy and are committed to protecting your personal information. This notice describes our privacy policy. By visitingVenetianMaskSociety.com, you are accepting the practices described in this privacy notice.

Information Collection

When you visit the site, we collect some basic information that does not identify individual users. This includes the pages visited and the types of products purchased. We then aggregate this information with thousands of other pieces of information to improve our site and make your shopping time on the site as valuable and efficient as possible.

We will not rent or sell your name, address, email address, credit card information or personal information to any third party without your permission. However, we must cooperate fully should a situation arise where we are required by law or legal process to provide information about a customer.

Information We Need

When you order, we need to know your name, email address, shipping address, billing address, phone number, and credit card number with expiration date. This allows us to process and fulfill your order and to notify you of your order status. We ask for your phone number in the event that our customer servicerepresentatives or delivery services need to contact you about your order. To simply create an account, we will only need your name, email address, and a password.

Saved Information

We save the information about products you purchased to provide you with the best possible customer service and the most up-to-date information about your order. You can view your past and current orders online by logging into theMy Account section with your private password.

If you forget your password, we will first verify your identity and then email your password to the email address you have listed in your account.

Changing Your Information

If at any time you would like to change any information in your account, just go to the My Accountlink in the left navigation of each page. Here you can change or update your email address and password, billing address, payment options, shipping options, address book, and email preferences. Be sure to click Save My Changes when you have updated your account.

To remove your name from our special email bulletins, please click on the link located at the bottom of each promotional email or edit your email option inyour account.

Our policy is intended to provide you with the safest and most secure shopping experience possible. Since the law, offerings and technologies change, we reserve the right to change, modify, add or remove portions of our privacy policy at any time without prior notice.

If you have further questions, please feel free to contact our Customer Serviceteam.

What is your Security Policy? <Back to Top

We want your shopping experience to be safe and secure. We use the latest encryption technologies to keep your personal and credit card information secure and unavailable to those who might commit fraud.

Federal law limits your responsibility for unauthorized or fraudulent charges to your credit card for up to $50.00. In the event that you are sent a bill from your credit card provider showing fraudulent charges, you must first notify your credit card provider of the fraudulent charges in accordance with its reporting rules and procedures.

Do you accept checks? <Back to Top

VenetianMaskSociety.comwill accept personal checks, company checks, or cashiers checks on orders of $75.00 or more. Please contact Customer Serviceto place an order and request payment by check. All payments must be in US currency only. All check orders will be held for ten days pending bank approval. Items will not ship until the mandatory holding period has passed. Sorry, placing an order with Customer Service, and using checks as the payment method, does not guarantee product availability.

Do you accept gift cards with the Mastercard of Visa logo? <Back to Top

Yes, we accept gift cards.

However, you will need to contact the issuing bank to insure they have activated it for internet transactions. These transactions frequently will fail to authorize if they are not activated properly.

UPS Days of Operation <Back to Top

http://www.ups.com/content/us/en/resources/service/support/operation.html

UPS 2008 Holiday Schedule <Back to Top

In the United States, UPS observes the following holidays:

New Year's Eve - December 31, 2007**

New Year's Day - January 1, 2008**

Memorial Day - May 26, 2008**

Independence Day - July 4, 2008**

Labor Day - September 1, 2008**

Thanksgiving Day - November 27, 2008**

Day after Thanksgiving - November 28, 2008***

Christmas Day - December 25, 2008**

New Year's Eve - December 31, 2008***

New Year's Day - January 1, 2009**

Saturday+ and Sunday are rest days.

* Delivery of Saturday Air Packages only, no pickup service available

+ Saturday Delivery and Pickup is available in certain regions.

How do I save my selections in my shopping cart? <Back to Top

If you exit during a visit, we automatically "save" all the items you placed in your "Shopping Cart". The items will remain in your shopping cart until you come back to the site and checkout. You may review your cart by clicking on the shopping cart icon in the top right-hand corner of each page.

You must have "cookies" enabled on your computer to save your shopping cart.

We encourage you to return and finish your order as soon as possible. If you put a particular item in your cart that "sells out" before you complete checkout, it will no longer be available for your purchase.

Need more help? Contact our Customer ServiceTeam.

How do I check the status of my order? <Back to Top

How do I check the status of my order?

To check the status of your order, log in to your accountusing your email address and password. Click on "Order Status" and locate the order. If your order has shipped, you can track your package using the tracking information provided in your account. If tracking right from our site isn't working properly Copy the tracking number and visit the UPS website. Enter your tracking number and track your package.

My credit card did not process. Why wasn't I notified? <Back to Top

If we are unable to obtain authorization on a credit card, we send an automated email to notify the customer. We are unable to notify customers who do not provide an email address due to the volume of failed authorizations.

If you did not receive your automated email, it may have been blocked by your spam blocking software. AOL customers seem to experience this issue regularly.

We are very sorry for the inconvenience. The two main causes of credit card failure are that the credit card number was entered incorrectly or the expiration date was entered incorrectly.

Will I be charged sales tax? <Back to Top

Sales tax is charged only on orders shipped to California. (7.75%)

Company Information about Venetian Mask Society <Back to Top

The Venetian Mask Society’s goal is to be the worlds best venetian and masquerade mask supplier, providing customers with products of exceptional quality, sentiment, and creativity, while offering superior customer service.

Since 2005, the shop's founders, opened their first online store in North County San Diego and learned first-hand how this mission of creating one of the most popular stops for online party goers and collectors was a successful combination. In 2008, Our operations and fulfillment offices are in Encinitas, California, in a state-of-the-art facility.

Venetian Mask Society’s on-line retailer, venetianmasksociety.com, features a wide selection of over 300 different styles and patterns of authentic hand-made Venetian Masks and Masquerade masks, Masquerade Cloaks, Costumes and accessory items. Our traditional collections include pieces created by the most amazing Macherra in Venice, Italy. Our site also features some of the most popular collectible mask lines from, The Phantom of the Opera, Eyes Wide Shut, and A Clockwork Orange.

The Venetian Mask Society has become a leader in providing specialized service, exceptional product quality, and designer masks for both individuals and groups that are throwing or attending masquerade balls or galas around the world.

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