Our head office and customer service base of operations is open from 11AM - 5PM EST Monday to Fridays. Any missed calls or emails sent outside of business hours will be answered the following business day. Our offices are closed during Canadian Statutory holidays and civic holidays in Ontario.
Which service do you use to ship?
Our default service for USA is UPS Standard. Shipments in Canada ship with Fedex Ground. International shipments will ship with whichever trackable service costs less. We do our best to maintain a balance between affordable shipping costs, speed, and trackability.
Where are orders shipped from?
We have warehouse locations in both the USA and Canada. Some items are stored at both locations. Orders will ship from the closest location with stock on hand. In some cases we may have to ship from multiple warehouses to complete your order.
How long does it take to get my order?
Our average processing time for orders is 1-3 business days. Once your order has been packed by the warehouse and picked up by UPS/Fedex it can take anywhere from 1-7 business days to reach you with regular ground shipping depending on your location. Some items are ‘special order’ and require more processing time; these products are marked on the individual product page.
Please note: we are not open on weekends or national holidays. Any orders placed over the weekend will be addressed the following business day.
I need my order by a specific date/I'm in a rush!
With the exception of items marked “special order” or materials that cannot ship express for safety reasons, we can usually accommodate requests for rush shipping. At the payment page, instead of paying for your order, please click the glasses icon to “submit it for review”. In the comments section be sure to include the specific date you need your items by. Our team will double-check available shipping options and contact you with the costs to upgrade if necessary.
My Paypal Address is different from the address I entered on the order form. Which one do you use?
We use the address you entered on our order form even if it is different from your Paypal default shipping address. However to avoid confusion, you can add your alternate shipping addresses to your Paypal profile and use those to checkout the next time you order from us. That way both your confirmation from Cosplay Supplies, and confirmation from Paypal will show the same address and you won't have to panic!
Will there be Customs or Importing Fees payable on delivery (COD)?
There are no customs fees on orders to USA and CANADA. We pay the duties for you, so there are no future surprises. Should the courier attempt to collect duties on your package, please contact us.
For all other international destinations, the customer is responsible for any duties or taxes assessed by their government when merchandise enters their country. We won't mark parcels as gift or under-declare their value, as that is illegal.
Why do some items have free shipping and others don't?
We try to show an all-included price on most large items so our customers don't have last minute surprises when checking out. This wouldn't be practical on small items (craft, makeup, sewing) so they are charged a shipping fee at checkout. Some items may have special shipping fees due to their weight, size or other characteristics and need to be quoted manually by a team member.
Why was my quote for shipping so expensive?
Shipping costs are calculated based on estimated weight, packaging dimensions, and how far it has to travel. Large bulky items and items that are particularly heavy often cost more to ship. If you are located in an extended area, then fuel surcharge is often added to the cost by shipping companies.
I’m never home during the day, can’t you just leave the package at the door?
Unfortunately we do not have direct control over what your specific delivery person will do with your package. Some will leave it while others will take it back to the depot for pick-up. We do however allow you to ship to an address different than your billing address. Many of our customers have packages sent to their workplace, or to a relative/friend.
I don’t want to enter my credit card information online. How can I place my order?
Submit your order like normal through our online shopping system, but when you reach the payment page click on the glasses icon to “submit order for review” and note in the comments that you would like to pay over the phone. A team member will contact you for your payment information.
Why do the Canadian prices not reflect the current exchange rate?
We buy our products on both sides of the border. There are import duties and brokerage fees to be paid every time a product crosses a border and that factors into the cost to carry an item.
Do you have a retail location I can drop by?
We do not have a physical store, however our Toronto, Canada warehouse can accommodate pick-up requests by appointment. In the comments section of your order please note that you would like to set-up a time for pick-up and a team member will contact you with details. We are located in the west end of the city in Etobicoke.
Looking to purchase Worbla products from a brick & mortar store? Refer to our directory of North American retail partners on Worbla.com.
Did my order go through? I did not get a confirmation email.
Our system automatically sends a confirmation email, however sometimes it can end up in your spam folder. Feel free to email firstname.lastname@example.org if you would like to double-check that your order went through.
I ordered a while ago and my order still hasn’t shipped yet.
It is likely that you had a special order item and your entire order is waiting on it before shipping out. For items that will take longer than normal to send out, we will contact you.
I received the wrong item.
Contact us at email@example.com with your order reference and detail the issue. A team member will get back to you on how to proceed with getting a replacement.
My item was damaged in transit. What should I do?
Please notify us as soon as possible. Take pictures of the damage so we can forward it to UPS/Fedex to file a claim. Once your claim has been approved, we will ship out a replacement as soon as possible.