Frequently Asked Questions

About Customization

Q: How can I change the colors of the costume to my preferred colors?

A: We have fabrics in all colors, so it's no problem to customize our costumes in your preferred colors. Please select "Custom Color" on the product page and then leave your specific color requests in the order comments when you check out. If you want the color to match exactly, please include the PMS code of your color in the order comments when you check out.

Q: Can we remove the accessories (hat, shirt, shorts, jersey, etc.) from the costume?

A: All of the accessories on the costumes are removable, so you can easily take them on or off. If you don't need any of them, please leave a message in the order comments specifying that you only need the costume without the accessories.

Q: How can we print our logo or other designs on the costume or its accessories?

A: Please select "Custom Color" on the product page and leave your requests in the order comments when you check out. Then, send your logo in PDF or JPG format to our email: mascotzentai@yejoye.com.

Q: Can you customize a unique mascot costume based on our pictures?

A: Yes, we offer a customization service for our customers. Please send your pictures in PDF or JPG format to our email: mascotzentai@yejoye.com. We will provide you with a quote shortly (usually within 5-12 hours).

About Placing Order

Q: How can I place an order?

A: Select a category from the drop-down menu, browse for an item you like, and select it. You will be redirected to the product page, where you will need to select a color, size, and custom color requirements if needed.

Q: I would like to cancel my order.

A: All cancellations should be done within 24 hours to ensure a full refund is available. Beyond the 24-hour time limit, a fee equivalent to 20% of the order's cost will apply to cancellations, even if the order has not been shipped. Orders that have already shipped cannot be cancelled and will be treated as returns.

Q: Can I order by calling the service number?

A: Sorry, currently we are not able to take your order by telephone. However, we are working hard on bringing you this feature.

Q: What does "Tell Us Your Requirements" mean?

A: If you need to change the color, add a logo, add clothes, or have any other specific requirements, you can let us know. Please send your requirements to our email: mascotzentai@yejoye.com.

About Payment

Q: Which payment options are available?

A: You can pay for your purchase with PayPal and all major credit and debit cards.

Q: How do I pay with a credit or debit card?

A: When you reach the payment page, simply follow the instructions outlined in the picture provided, and you will understand everything.

Q: Do you accept purchase orders and phone orders?

A: Sorry, we only accept online orders. We suggest paying with PayPal or credit and debit cards.

Q: Do you offer a W9 form?

A: Sure. If you need one, please contact us via email at mascotzentai@yejoye.com.

About Discount codes

Q: Where can I get my coupon code?

A: You can use the coupon code "coupon5" when you checkout to receive a 5% discount.

Q: How many times can I use the discount code?

A: The discount code can be used once per purchase, for as long as the promotion is active.

About Size

Q: Don't know which size to choose based on height or weight?

A: If you have a normal or thin body, please choose the size that corresponds to your height. If you have a larger body, please choose a size larger than what fits your height, or simply leave your size details (height, weight, bust, waist size) in the order comments when you check out. We will customize the costume to fit you perfectly.

Q: Do I have to pay extra for plus-size costumes?

A: Our plus-size service is completely free, even if you want to customize it to fit you perfectly by providing size details.