Find quick answers to your questions below...

FAQ and General Info


Availability
We  generally keep a large inventory of masks available to ship within 24 hours.  On the rare occasion that we run out of a certain style or color, you will be notified immediately of  the time frame of when the mask will come back in  and given the option  to either  backorder  the mask, make another selection or cancel your order.

Special Orders
All masks ordered in a color or style that we do not  usually  have in stock or masks ordered in bulk are considered  special  orders.  A  50%  non-refundable deposit is required at the time of placing the order and the balance is required at the time of shipping the order out to you.   In some cases a special  order  fee  and extra shipping fee may be applied to the order to cover customs and shipping costs.

Wearing Masks
All  masks attach to the face with ribbons that tie around the head.  Some people prefer for the ribbons not to be seen. In this case, you can either  pick your hair half up, tie the ribbon and then let your hair down over it (which also creates volume) or remove the ribbons and use a strong double sided mustache tape.
Our masks are basically one-size-fits-all but if your head/face size is not the average, we would be glad to recommend something that usually works best with your particular size.
Keep in mind that if you plan on eating, drinking or are in hot surroundings, half face or stick  masks tend to be more comfortable.

Shipping
All orders are processed and shipped within 24 hours!
In the rare instance that the mask you chose isn't in stock you will be notified immediately so that you may make another choice.
In the US we ship via UPS.  The time it takes to get your order depends on where you are located and the shipping option you choose. We offer Ground, 3-Day Air, 2 -Day Air and Overnight delivery.  If you are confused about which to choose, write the date you need your order by on your order form  and we will see that you receive it by that date in the most economical way. Customers also have the option of providing us with their own Fed Ex or UPS
numbers in which case would only be charged a handling fee.  All customers will receive order confirmations tracking numbers shortly after placing their orders.

International Shipping
We offer international shipping anywhere.  We ship via the US postal service to avoid high shipping costs to our customers.  We can ship your order  “standard” shipping which takes  anywhere from 3-9 days depending on where it’s going.  Express shipping is also available for immediate delivery.  Express service costs a  bit  more, takes about 2-3 days to receive and is an available option to most countries.  Shipping costs vary depending on the number of masks, insurance amount, the size box needed, how soon the customer needs it and where it’s going.    We can give you an approximate quote before we process your order.  Generally it costs  about $35-$45 per box and can fit up to two masks.

**International Sales:  All duties, tariffs and taxes are the responsibility of the recipient at the time of receipt.  Any  duties, tariffs and taxes not paid by the recipient at the time of receipt will be  charged the fees to the credit account on file plus a $25 processing fee.
It is our experience that very few of our customers end up having to pay these duties, tariffs or taxes.  It randomly happens to about 1 customer a year. We have no control of this. Just cross your fingers!


Return Policy
Mask Italia does not issue refunds of any kind, at any time. If you are dissatisfied with your item, we do offer credit for use on future purchases  once the original mask is sent back to us insured and paid for by the customer and in it’s original condition. A claim for store credit must be made within one day of receipt. For items which have been damaged in shipment, we require that a claim be made on the day of receipt due to UPS requirements. Please save all packaging that your item arrived in for inspection purposes of the claim.  Please know that all our masks are handmade and therefore may differ slightly.  
**If you are in a time crunch and absolutely cannot decide on which mask you want, you may pick out a couple of masks and return the one that you decided against in which a 20% restocking fee of the returned mask and same day return is required.  We obviously made these  rules to avoid customers purchasing a mask, wearing it for a night and then returning it...
We are cool, but not THAT cool....

Wholesale Customers
We sell our masks to costume shops, galleries, gift stores and museum shops around the world.  We welcome wholesale inquiries of business owners and would be glad to send you our wholesale price list and terms.  Please know that we require your business name, address, phone number and tax ID number in order to send you a wholesale price list.  


Order Status
Has my order shipped?
How do I change quantities or cancel an item in my order?
How do I track my order?
An item is missing from my shipment.
International Shipping
Do you ship to my country?
What are my payment choices?
When will my order ship and what are my shipping charges?
What is the return policy?
Pricing and Billing
Do I have to pay sales tax?
I have a question on my charges.
I need a copy of my receipt/invoice.
When will my credit appear on my account?
When will my credit card be charged?
Additional Support
How do I contact you?