Frequently Asked Questions
1. Can you custom paint any mask you sell?
Yes, and in most cases, at no additional charge. Contact us for questions about your custom paint scheme idea.
2. Do the teeth on the mask cover the wearer’s mouth?
The mask covers the wearer’s mouth totally in the rest position. When the mouth is in the open position the wearer’s mouth is still covered for the most part. We suggest that you refrain from showing your own teeth when opening your mouth to move the mask. Use your lips to cover your own teeth. We find that this method helps to obtain tremendous realism. Also a little blackout makeup won’t hurt in the areas that are still visible.
3. Since your masks have the “Total Power Mesh Encapsulation Technology,” does that mean your masks have less movement than your competitors?
Our masks move just as well, if not better than our competitors. Our power mesh stretches 10x its original size while preventing rips or running tears. So basically, if you can open your mouth as wide as an anaconda, then maybe it will restrict your mouth movement a little bit.
4. Will you guys be coming out with more characters in the coming months?
Hell YES!!! One of our main goals is to build a huge library of characters as quickly as possible. We want to make it hard for our customers to choose between our different styles.
5. Do you guys sell ridged foam display heads for your masks?
Yes we do! Get yours here on our online store.
6. Can you make a custom silicone mask for me?
Absolutely. Our expertise is in custom design and production. If you have a special character or design, or even just an idea that you would like have produced Contact Us.
7. I need to repair my mask. What can I use?
If you should find a tear in your mask, it can easily be repaired by using a product called silpoxy, it’s made by a company called Smooth-On. Go to smooth-on.com and order a small tube for all your silicone repair needs. First, wash the area well with alcohol to remove any dust or oil. Then, glue the area with your silpoxy in a way that can be held in place for at least 15 mins. The mask can be handled after 30 mins, but is best not to be used for an hour.
8. Will your Immortal Silicone masks fit my head? Do I need to be fitted, or give you my head size before I place my order? Will your masks fit my head?
Our Immortal Silicone masks are “one size fits most” and do in fact fit most people. To find our mask will fit you use a seamstress’ tape to measure the circumference of your head (start between your eyebrows, go over your ears the way sunglasses do, and around the back of your head back to your forehead.) All masks will accommodate anyone who is between 21.25″ – 23″ in circumference. Because the masks come out of molds and their size is determined by the mold, it is not possible for us to re-size a mask to fit you.
All our masks are made of high quality silicone which is a very flexible material that feels like skin. All of our masks are sculpted on a standard sized head form. Average circumference at forehead is between 21.5″ – 23″ inches. Our masks fit most without any problem. Keep in mind that beyond head size, face shape also plays a key role in an optimal fit.
9. I have an idea for a mask, do you guys care?
We will take any and all the input we can get. Contact us on our Facebook page for suggestions.
10. Do you ship orders outside the US? Can you send my products expedited?
Yes! We ship almost everywhere in the world using express shipping services. We charge 45$ for Canada and US and 120$ International.
Yes, we will ship outside the US. International shipping is considerably more than domestic and varies from time to time based on postal service rates. Our online store will give you actual shipping costs based on your location. You may also be charged additional customs fees after your package arrives in your country We can ship by any of the expedited shipping methods through UPS, though (next day, 2nd day, etc.). It will be expensive, but we can do it. Call for an estimate.
SHIPPING PRICES AND FLAT RATES
11. Will I be charged custom fees once my package arrives in my country?
No. Excluded countries: Afghanistan, Russian Federation, etc.
12. Do you offer other products like hands/gloves?
Not for now, but stay tuned; we have big ideas coming later this year.
13. What if I get my order, but something is wrong with my product?
When you receive your order, please check the contents carefully. Check for things such as wrong color, style, damage, cuts or tears. If you find something wrong, please contact us within 24 to 48 hours of receipt.
14. Are shipping charges refundable?
Initial shipping charges are non-refundable. The cost of return shipping is deducted from your refund unless the return is the result of our error. Items that meet our returns guidelines will receive a full refund. See our Refund Policy.
15. Why was my order undeliverable?
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a refund (minus 10% restocking fee up to cost of carrier return charges, and the initial shipping charges). We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our Web site. It is important to make sure your address information is correct when placing your order and to monitor tracking your number for delivery.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.
16. Our carriers may deem a package undeliverable for one of the following reasons:
Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing an order. Shipping to a Post Office Box. Only US Postal Service will ship to P.O. Boxes. Grimm Brothers ships with both UPS and US Postal Service. If you will be shipping to a PO Box, please choose US Postal Service as your shipping method during checkout. Other Address Problems. In rare cases, it is also possible that the address label became illegible during the shipping and handling process.
Failed Delivery Attempts. Most of our carriers make three attempts to deliver a package. Packages that contain more than $400 of merchandise will always require a signature; otherwise, it is generally up to the driver’s discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us. Refused by Recipient. If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way. Recipient Signature Required. If your item is considered to be high value, we may require a signature for the carrier to release the order shipment. Please make sure someone will be there to sign for your package to keep your package from being returned to us by the carrier. This may cost you additional delivery charges if the carrier is unable to deliver your order.
17. When is my credit card charged for my order?
At the time you place your order we authorize your card for the amount of the purchase. The transaction is usually settled within 24 to 48 hours which is when your account is actually charged. If in the rare occasion all or part of your order cannot be fulfilled, we will contact you to issue a refund.
18. How can I place an order?
You can order online through this website or by telephone during regular business hours. We do not accept orders by email, mail, or fax.
19. Estimated Transit Time for UPS Ground Orders
All domestic U.S. and Canadian orders are currently shipped through UPS or USPS. The shopping cart system automatically displays the current shipping methods available for your order upon checkout based on the destination address. Select the method you prefer and complete the easy one page checkout process.
20. Express Shipping
To speed up your delivery, you can choose an alternate method such as UPS 2nd Day Air. Once we have received a tracking number from the carrier, an email is sent to the customer containing a link so that you may track your package. Saturday delivery is NOT an option with orders from Grimm Brothers Halloween. If you have any questions regarding your order please contact us.
21. Duty, Taxes, and Customs
Duty, taxes, and customs are the responsibility of the consumer and must be paid upon receipt of the shipment. These rules vary by country and your local government determines duty and customs charges. Louisiana residents will be charged 9% sales tax.
22. What are your shipping rates?
Shipping rates quoted are estimates based on the information you have supplied and calculated by weight and point of delivery. Rates quoted here are based on UPS published rates. Shipping rates do not include duties, taxes or other non-routine customs brokerage charges. Other shipping charges, surcharges or accessorial charges may apply and your final shipping charge may differ based on your shipper characteristics and the characteristics of, and services requested for, packages actually tendered to UPS.
23. When should I expect my order to arrive?
It’s important to consider item availability and the shipping option selected. Orders placed by 2pm CST will usually ship within 1 to 4 business days. If there are any problems processing your order you will be notified as soon as possible by our staff. If your order MUST arrive by a specific day, choose the shipping method accordingly!
24. Total time for delivery
Total time is based on the amount of time it takes to get payment authorization, order processing, and the transit time from the carrier. This can range from 24 hours to 10 days for in-stock items. Total time equals processing plus shipping time.