Frequently Asked Questions

 

General FAQ

Who are you?

Red Nebula Studios is an Arizona-based small business run by myself (Sarrah) and my husband (Robbie). Find out more on the About page or browse the Red Nebula Studios Store to see what we make!


Do you do art commissions?

I'm sorry, but no. I unfortunately don't have the time to to do commissions or custom artwork.

Masks and Props

Do your mask and prop blanks come with instructions? What kinds of paints/glues work best with them?

I send a guide along with each purchase with tips on how to paint your mask or prop, what kinds of glues to use, and more. The two general guides can be viewed below, but some masks kits also have a more specific guide of their own.


Do you do costume commissions or custom masks?

I'm sorry, but my schedule doesn't allow time for me to take commissions or custom projects, including custom paint jobs. I am happy to take suggestions, but I cannot guarantee what you're looking for is something I will end up making.

I recommend checking out the Cosplay Commissions group on Facebook - You can request quotes on costume pieces you're looking to have made, and it's a very active group. It's a closed group, but if you hit the Join button one of the admins will let you in.


Will you attach a strap to a mask blank for me?

It's best to paint your mask prior to attaching the strap, so I don't offer them with the straps already installed. The strap just gets in the way during the painting process, especially priming.


Can you make lower jaws for your skull masks?

Masks with attached lower jaws or moving jaws must be made to accommodate them from the start, such as my lizardman masks. My skull masks and other half-face masks are meant to be worn as masquerade-style masks and are not set up for having a moving or attached lower jaw.


Can I attach horns (or other items) to my skin with spirit gum?

My cast resin horns, fangs, and other such items are meant as embellishments for props or masks, and weren't made with the intention to be attached directly to skin as a prosthetic. It may be possible to apply some of the lighter pieces to the skin with spirit gum, but I have not tried this and can't guarantee the results.

Shipping

Some items are ready-made and will ship within 2 business days, while others (mainly mask blanks and other costume pieces) are made-to-order and will take longer. The expected ship-by date for your order is displayed in your shopping cart.

Many of my made-to-order items are eligible for Rush Order processing for an additional fee; again, this will be visible in the shopping cart.


Domestic Orders (within the United States)

Items will ship via USPS First Class or Priority. One-of-a-kind items over $20 will have insurance included in the price of shipping. Your order will typically arrive at its destination between 2-10 days of being shipped.


International Orders

International orders ship via USPS First Class International or Priority International. Please note that I will only ship one-of-a-kind items with shipping options that include insurance and tracking, which can be somewhat expensive. International orders may take as long as 6-8 weeks to arrive, please be patient.

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to buying.

VAT is NOT INCLUDED in the listing price. If your country’s revenue authority collects VAT, GST, or any other tax/fee, you will have to pay the fee on delivery according to your country’s regulations.

It is illegal to falsify customs information (such as marking the item as a gift or a lower price to avoid customs fees). I will NOT do so, so please do not ask.


Incorrect Shipment Address

Please make sure to double-check your shipping address in PayPal before placing an order! The buyer is responsible for providing a correct shipping address.

If a buyer enters an incorrect address and the package is subsequently returned to us, we will refund the order minus the shipping cost and the buyer is free to purchase again (after updating their address). If the package is lost due to an incorrect address, we cannot provide a refund.

Rush Orders

Why are Rush Orders not currently available?

Due to our workload, rush orders are not available during the Halloween season (September/October). Rush orders will be available again in November.

Returns

What if I want to return an item?

Please contact me within 1 week of receiving your purchase if you are dissatisfied with your purchase or if it arrives damaged.

I will honor refund requests on physical merchandise you decide you don’t want only upon return of the item(s). Shipping is the buyer’s responsibility and will be subtracted from your refund. Orders over $50 USD (before shipping and not including any rush order fees) are subject to a 10% restocking fee.

Rush order fees are a charge for a service and are non-refundable. Non-physical merchandise (instant downloadable files) are non-refundable.

However, if your item arrives damaged, please send me a photograph of the condition of the item and the box. I can use this to claim on the postal insurance for the item. In the case of a damaged item, you do not need to ship the item back to me in order to receive a refund. If you receive a damaged item which is not one-of-a-kind, I can also replace the item for you.

Instant Downloads

How do I download my file or files?

You can access them instantly once you've completed your purchase. You can also access them at any time by logging in and going to your My Account page.


How do I view downloaded files?

Our downloads are in PDF format. You'll need a PDF reader such as Adobe Reader to open them.