🛡️ Your Cosplay Journey, Our Heroic Mission!

Welcome, Heroes! At OneHeroSuits, we’re dedicated to ensuring your cosplay experience is as epic as the characters you portray. From the moment you place your order to your grand convention debut, we’ve got you covered!

Shipping Information

We ship worldwide (excluding some remote areas and parts of Asia) to bring your favorite anime and game characters to life!

Order Processing Time

All orders require 1-2 business days for processing and quality checks before shipping. During peak seasons or sales events, processing may take slightly longer.

Shipping Methods & Delivery Times

Standard Shipping

Carrier: DHL or FedEx

Cost: $12.95

Delivery Time: 10-15 business days after shipping

Trackable and reliable service for your precious cosplay gear

Free Shipping

Carrier: EMS

Cost: FREE for orders over $50

Delivery Time: 15-25 business days after shipping

Perfect for budget-conscious heroes planning ahead

Hero’s Tip: For convention deadlines, we recommend ordering at least 4-6 weeks in advance and selecting Standard Shipping for faster delivery!

Returns & Exchanges

We want you to be completely satisfied with your cosplay gear, whether it’s an Expert-level Cosplay Bodysuit or a Cozy Hoodie from your favorite anime series.

Heroic Return Policy

You have 15 days from the date you receive your items to initiate a return or exchange request.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following conditions:

  • Item must be in its original condition, unworn, and unwashed
  • All original tags must be attached
  • Item must be in its original packaging
  • Proof of purchase or order number is required

⚠️ Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Entry-level Cosplay Bodysuit & Zentai
  • Expert-level Cosplay Bodysuit & Zentai
  • Any opened or used costumes and bodysuits

These items are considered final sale due to their intimate nature and customization requirements.

The Heroic Return Process

Step 1: Contact Our Support Heroes

Email our support team at [email protected] within 15 days of receiving your order.

Include the following information in your request:

  • Your order number
  • Item(s) you wish to return or exchange
  • Reason for return or exchange
  • Whether you prefer a refund or exchange

Step 2: Wait for Authorization

Our support heroes will review your request and send you a Return Authorization Number if approved.

Please do not send back items without this authorization.

Step 3: Package Your Items

Carefully pack the items in their original packaging, including all tags and accessories.

Include a copy of your order confirmation or the return form we provide.

Step 4: Ship Your Return

Ship the package to our headquarters at:

OneHeroSuits Sales Store
11401 Totem Road
Anchorage, US 99516

We recommend using a trackable shipping service as you are responsible for the return shipping costs.

Step 5: Receive Your Refund or Exchange

Once we receive and inspect your returned item, we’ll process your refund or exchange within 5-7 business days.

Refund Timeline & Method

After we receive your return:

  • Refund Processing: 5-7 business days after we receive your returned item
  • Payment Method Refund: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing Time: Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear on your statement

Please note that original shipping fees are non-refundable.

Exchanges

If you need to exchange an item for a different size or color:

  • Follow the same return process outlined above
  • Clearly state in your email that you want an exchange and specify the preferred size/color
  • We’ll ship the replacement item once we receive your return
  • If the exchange item has a different price, we’ll process a partial refund or charge the difference

Return Request Template

Use this template when emailing our support team to streamline your return process:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear OneHeroSuits Support Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to Return/Exchange: [List item names and quantities] Reason for Return/Exchange: [Please describe the reason] Preferred Resolution: [Refund / Exchange for (specify size/color)] Please provide instructions on how to proceed with the return/exchange. Thank you, [Your Name]

Need Heroic Assistance?

Our support heroes are ready to help with any questions about shipping, returns, or exchanges!

Email: [email protected]

Response Time: Within 24-48 hours during business days

Hero’s Note: We’re committed to making your cosplay experience as epic as the characters you portray. While we can’t accept returns on certain specialized items for health reasons, we stand behind the quality of all our products and are here to help with any issues you encounter.