Returns

Grimm Brothers Return/Refund Policy

The Grimm Brothers want you to be completely satisfied with your purchase. If you have questions or problems arise with your order please let us know. We want to make it right!

Most of our products are supported by the Grimm Brothers 15 day return policy. Please check our requirement/condition section below to find out if your item meets the return/refund policy. Also note that some items are subject a 15% restocking fee.

We encourage you to read the following sections of our policy. If you have any questions about this policy, your order, or items please contact us immediately.

Requirements

  • Product(s) must be received at our Fulfillment Center within 10 days from the date the package was delivered to your destination. The package will not be acknowledged after 10 days, no exceptions.
  • A Returned Merchandise Authorization number (RMA) must be sent with the product(s) being returned. We will supply you with this number when you fill out our Problems With Your Order contact form.
  • Product(s) returned will be held to our Standard of Conditions. Unauthorized returns will be refused.
  • All items must be returned in their original packaging and in NEW condition.
  • We CANNOT accept exchanges. Please order the new product immediately as items can sell out due to changes in stock levels. When your returned item is received we will accept it toward the Standard of Conditions criteria.
  • Product(s) returned must be shipped with costs pre-paid, by a traceable shipping method (UPS), and preferably with a delivery confirmation.
  • All return shipments must be made to the following address:

Grimm Productions LLC Fulfillment Center

717 Whitfield Drive

Natchitoches, LA 71457

Standard of Conditions

Please inspect all items upon delivery to make ensure they are undamaged, whole, and complete before opening any packages! We cannot accept returns for opened items…no exceptions.

Product(s) NOT eligible for return:

  • Custom Contact Lenses
  • Stock Contact Lenses (if opened, used, or damaged)
  • Make-up (if opened, used, or damaged)
  • CDs
  • DVDs
  • Wigs
  • Silicone Masks and Gloves
  • All Teeth and Fangs
  • Special Order Items
  • Clearance or Sale Items

Product(s) eligible for return:

  • Unopened Stock Contact Lenses
  • Unused Make-up
  • Sealed CDs
  • Sealed DVDs
  • Costumes (Whole and complete)
  • Latex Masks (Whole and complete)

Any other products not listed in the categories above can be returned if they are still in NEW condition with the original packaging. All items must be returned without any missing parts, pieces and have not been worn, abused, altered, or used in any way. Grimm Brothers reserves the right to charge a 15% restocking fee. All orders returned during the month of October will be assessed a 15% return fee.  We will inspect your return under the Standard of Conditions above and deem whether the fee will be assessed.

Any other product that is outside the above categories is to our discretion to refund completely and/or charge the 15% restocking fee. Refunds are for the price of the merchandise and will be refunded to the credit card associated with the order. Grimm Brothers will not refund shipping/handling charges unless we made the error during order processing.

If Grimm Brothers does not deem your return worthy of a refund we will NOT return the item to unless you authorize shipping charges to be sent back to your destination. Items that are not declared within thirty (30) days will be disposed of or donated as we see fit.

Order Cancellation Policy

Please check all items placed in your cart. Once the cart is submitted for purchase we cannot guarantee a cancellation or alter your order. If you notice a problem with your order please fill out the Problems With Your Order contact form. We will contact you as soon as possible (usually within 24 hours).

Refusal of Delivery

We ask our customers NOT to refuse delivery of their order. If we receive your order back because it has been refused we will charge you the all shipping charges and fees (inbound/outbound) associated with the order. We will also charge a 15% restocking fee. If you wish to have your order resent the customer is responsible for the shipping charges.

Delivery Dates

Guaranteed/Promised Delivery Date: We do not guarantee any delivery date. If you have a special event or need  assistance to get your order by a certain date please contact us before ordering. We will advise you on the best shipping methods to ensure your package is received timely.

Delivery Attempts: Most shipping carriers will make three attempts to deliver your package. It is the driver’s discretion to obtain a signature on your package. If the package is undeliverable and is returned to our Fulfillment Center we will NOT reship the package. We will refund the cost of the product(s) minus the 15% restocking fee.

Damaged, Missing, or Wrong Item(s)

Grimm Brothers strives to make your shopping experience a pleasurable one! If for any reason your shipment arrives with damaged item(s), missing item(s), or a wrong item please contact us immediately through our contact form. Please be very descriptive about your issue with the shipment and we will try our best to make it right as soon as possible. Claims on damaged, missing, or wrong items must be presented within three (3) days of delivery of your order, no exceptions.

How Do I Return An Item?

Please fill out the Problems With Your Order contact form for a return authorization number (RMA). You may return most items within 10 days of delivery. A 15% restocking fee may be applied to returns. Unauthorized returns will not be credited.

Products must be in the original packaging and must be placed inside a protective cardboard box, just as they were shipped to you. Do not write on the packing of the product. Any packages sent to us wrapped in paper or plastic and not in an outer protective cardboard box are refused. Please do not send items back to us in this manner. Refunds will be issued for the amount of the product only. Shipping is NOT refundable. Any return received with missing items or without original packaging will not be credited.

Stock Contact Lens Returns

You may return any unopened stock contacts within 15 days of delivery. A 15% restocking fee will be applied to all contact lens returns.

Please note: All Custom Lenses sales are final. These lenses are made to order for each customer and as such we will not accept them for exchange or refund. However, if the return is due to our error, or a manufacturing error, we will replace the item via UPS Ground and issue a return shipping RMA ticket at no charge.

Please include the following information in the box with the products you are returning:

  • Proof of purchase – Copy of the original packing slip and/or receipt
  • Please include any other information you want but please be brief and specific.

Please return product to:

Grimm Productions LLC Fulfillment Center

717 Whitfield Drive

Natchitoches, LA 71457

Grimm Brothers is not responsible for lost returns.

Refund/Credit Policy

Please allow 1 to 2 weeks for domestic (U.S.) returns to be processed. If you do not receive credit for your return within the time frame shown above, please trace your return shipment using the tracking number provided to you by the shipper when you shipped the package. If the tracking information indicates that Grimm Brothers has received the package, please notify us. Be sure to include your Order Confirmation Number in your message.