Frequently Asked Questions

How Do I Place an Order?

For your convenience, we have 3 ways that you can submit orders to Skeleton-Factory.com.

Online.  Safe, secure, easy.
Simply browse the site and add items you’re interested in to your cart. Once you’ve got everything in your cart, you can finalize your order and submit it through our online checkout process. You’ll enter your billing and shipping addresses, your payment information, and confirm your order, all from the convenience of your home or office.

By Phone.  Friendly, quick, accurate.
Once you’ve decided which skeletons, skulls, and awesome Halloween props are right for you, call 888.391.7739 (Monday through Friday, 8am – 5:00pm CST) and you’ll be connected to one of our friendly and professional staff members who will place your order for you. You’ll need the list of item(s) you need to order, including the SKU numbers, as well as your billing and shipping information, so please have this ready before calling to place your order.

By Fax or Mail.  Easy billing for your school or office.
This applies to customers who are paying with a Purchase Order or Check, and is typically used by hospitals, offices, or schools. You can place an order online or over the phone, choose Purchase Order or Check as your payment method, and then fax your formal PO to 888.391.7739 or mail your check to the address provided during checkout. Billing terms are Net 30 days.

Does Skeleton-Factory.com Charge Sales Tax?

Skeleton-Factory.com's corporate headquarters are in Chicago, Illinois, so we are legally obligated to charge sales tax to customers who place orders within the state of Illinois. Residents of other states are not required to pay sales tax. State and local taxes are subject to change at any time.

Shipping Questions

If I need something quickly, what are my options?
We offer FedEx 3 Day and FedEx Overnight services to customers who are in a hurry to receive their Halloween props. FedEx “Express Saver” is a 3 business day transit method, and if your order is placed before 10:30am CST on a business day, it will ship that same day and arrive to you 3 business days later. For example, if you place an order before 10:30am CST on Monday, your order would arrive on Thursday before the end of the business day.  If you place your order on a weekend or holiday, or after 10:30am CST, your order will ship the next business day. The same applies to FedEx Overnight, only your order will arrive in 1 business day if placed before 10:30am CST on a business day.  FedEx does not operate on the weekends and most major holidays.

Do you ship to international addresses?
Yes, we ship our Halloween products worldwide. To ensure you are being accurately charged for shipping, please contact us prior to placing your order to obtain a shipping quote and to place your order over the phone. Note: When requesting a quotation, it is important to provide us with the full physical address for delivery, as well as the full list of item(s) and quantities you need to order. Taxes, duties and brokerage costs incurred during customs clearance are the responsibility of the purchaser and cannot be billed by Skeleton-Factory.com and are the responsibility of the recipient. If you have further questions regarding international shipping, please contact our Support Team at support@skeleton-factory.com.

Do you ship to PO Boxes and APO/AE addresses?
Unfortunately we do not ship to PO Boxes and we try to limit shipping to APO/AE addresses due to the greater risk of lost packages associated with shipping with the US Postal Service. If you absolutely do not have a physical address that you can ship your order to, contact our Support Team and we may have other options for you.

How will my products be shipped?
Skeleton-Factory.com ships exclusively with FedEx and the US Postal Service. Products are carefully packaged and boxed to ensure safe traveling. Small to medium sized orders will typically ship in a corrugated box, whereas larger orders will ship via freight truck.  If your order qualifies for freight delivery, we will contact you to make delivery arrangements in advance.

How Do I Change or Cancel My Order?

We understand that sometimes you change your mind or find out that your haunted house partner just bought a hundred Bucky Skulls for the haunt. If you need to change or cancel your order, it is best to notify us immediately after placing your order. You can request changes or cancellation by calling 888.391.7739 or by emailing our Support Team at support@skeleton-factory.com.

In most cases, we can simply cancel the order and place a new one, if we are notified within a few hours of receiving your order. However, in an effort to process your order as quickly as possible and deliver your items as soon as possible, we may, in some cases, be unable to cancel your order. If your order cannot be canceled, and you need to receive your items quickly, please place a new order and fill out our Returns Form to request a return to send back the original order. We also encourage you to review our Return Policy.

What is Skeleton-Factory.com's Return Policy?

Your satisfaction is our highest priority. We strive to make your experience with us enjoyable and hassle-free, so if for any reason you’re not 100% satisfied with your purchase, we are more than happy to accept returns.

We gladly accept returns that meet the following criteria:

1.  Items must be unused, with original packaging, and in saleable condition.
2.  Items must be sent back within 30 days of your original receipt of the item.
3.  You must first fill out our Return Form to obtain a Return Merchandise Authorization number (RMA number).
4.  Used, altered, incomplete or otherwise unsellable products will not be refunded, however, can be returned to you for a fee. Unfortunately, Anatomical Charts are not returnable.

If you would like to return an item, please fill out our Returns Form. We do not charge Restocking Fees for authorized returns that are requested within 14 days of receiving the product, however, after 14 days, a 15% Restocking Fee will apply. Unauthorized returns will be assessed a 20% Restocking Fee. Once you receive your RMA number, be sure to package the item(s) carefully and follow all return instructions provided to you.

Returns that do not meet these criteria will NOT be refunded. Shipping charges are non-refundable. Items that qualified for free shipping will be charged a 10% shipping/handling fee. Any shipments returned because they are undeliverable to the shipping address or any packages refused will be refunded less actual shipping and handling charges, including fees incurred by Skeleton-Factory.com as a result of undeliverable or refused packages. The purchaser agrees to these terms when submitting an order to Skeleton-Factory.com.

How Do I Exchange Something I Didn’t Like?

We understand that sometimes an item just isn't what you were looking for, so we’ve made exchanges just as easy as 1-2-3. Restocking Fees do not apply to exchanges, and we charge a flat $5.00 fee to FedEx Ground ship all of the new item(s) you need to receive in exchange.  If you need a replacement item quickly and need to use Expedited Shipping, a shipping quote will be provided for the reshipment.

First, we encourage you to read the Return Policy to make sure your item(s) qualify for a return.
Second, fill out our Returns Form so you can receive return instructions for the item(s) you don’t want, via email.
Third, place a new order for the item(s) you need to exchange, either online or by phone. We ask that you place a new order for the exchange item(s) as this ensures the fastest processing of your new items.

What If Something I Purchased is on Backorder?

We do our best to update on-site availability on a daily basis; however, occasionally order volume will exceed our current inventory levels. If you order something that is temporarily out of stock, you will be notified within 24 hours of placing your order and be provided with options for how you can proceed, as well as suggestions for alternative items. Should we not receive a reply from you, we will automatically ship out the backordered item(s) when they become available again.

Where is My Order?

You can check your order status 24 hours a day, 7 days a week with our Order Tracking System, which can be accessed by logging into your account. In an effort to get your order delivered as soon as possible, occasionally we will ship products directly from our manufacturers. If you receive multiple Shipping Confirmation emails, your order is coming in multiple packages. First check your Packing Slip to see if you received all of the items listed on the slip – and if some of your items are not on that list, they are shipping from a different location. If you think an item is missing, please check your email for any important notices from Skeleton-Factory.com regarding backorders or shipment delays. If you have not received such an email and you think and item is missing, simply contact our Support Team or call 888.391.7739, Monday through Friday from 8:00am – 5:00pm CST.

I Didn't Receive All of My Items

In an effort to get your order delivered as soon as possible, occasionally we will ship products directly from our manufacturers. If you receive multiple Shipping Confirmation emails, your order is coming in multiple packages. First check your Packing Slip to see if you received all of the items listed on the slip – and if some of your items are not on that list, they are shipping from a different location. If you think an item is missing, please check your email for any important notices from Skeleton-Factory.com regarding backorders or shipment delays. If you have not received such an email and you think and item is missing, simply contact our Support Team at support@skeleton-factory.com or call 888.391.7739, Monday through Friday from 8am – 5pm CST.

I Received a Damaged or Defective Item

Skeleton-Factory.com works with premier manufacturers and trusted brands, however, on rare occasion, an undetected defective item will become apparent after being unpackaged or during normal use. If you have received a product that is defective, please contact the Support Team with your order number and identify which item(s) are defective with a brief description of the defect(s) and pictures of the item(s) and original packaging and we will reply with procedures on how to receive a replacement product. Skeleton-Factory.com requires photos of all damaged or defective items before issuing replacements. Photos are also required by FedEx for filing claims on damaged packages.

Where Can I Get a Promotion Code?

On top of our Low Price Guarantee, Skeleton-Factory.com occasionally puts select items on sale, or offers promotions for additional savings. All such promotions are announced in our monthly email newsletters or our social networks, and you can sign up when placing an order online, or in the bottom right of your screen. Each newsletter includes an exclusive promotion code that you can use during checkout for greater savings.

Skeleton-Factory.com also offers volume discounts for group buys, so if your team or crew needs to stock up on any of our Halloween props or anatomical skeletons, email our Support Team at support@skeleton-factory.com with the item(s) you are interested in, including SKUs and quantities, and we can set up a group buy with a unique promotion code just for you.

How Do I Use A Promotion Code or Gift Certificate?

You will apply any promo codes or gift card codes on the first step of the checkout process. If you are the lucky recipient of a Skeleton-Factory.com Gift Certificate, the gift card code will be emailed to you for use during checkout.

Where Can I Get a Catalog?

Currently, Skeleton-Factory.com products are only available online. We are continually updating our offering of horrific Halloween props, prop skeletons, and Halloween skulls to keep up with newest products on the market. If you need help finding what you’re looking for, try our Search Bar, located in the top right corner of this page, engage in a Live Chat with one of our friendly support team staff, or call 888.391.7739. If you’d like to suggest a new product to Skeleton-Factory.com, send an email to our Support Team at Skeleton-Factory.com, we’d love to hear from you!

How Can My Office or School Be Billed for Products?

Skeleton-Factory.com gladly accepts Purchase Orders and Check payments. If your school or organization does not use credit cards for purchasing, feel free to place an order online and select Purchase Order or Check as your payment method, then send in your Purchase Order or Check payment. Note, however, we will hold your order until your Purchase Order or Check is received. Our billing terms on Purchase Orders is Net 30 days. If you have any additional questions about invoicing or billing options, please contact our Support Team.

How Safe Is My Information and What Is It Used For?

Skeleton-Factory.com takes your security and privacy very seriously and has implemented several safeguards to ensure you are protected when shopping with us. We use cutting edge credit card processing services to cut down on fraudulent transactions. Each webpage and transaction is secured using Thawte Security products. Click for more information on our Privacy Policy.

What are Product Reviews and How Do I Review Something?

Skeleton-Factory.com is delighted to hear your feedback about our services and products, and rewards customers for submitting product reviews by giving Skeleton-Factory.com Reward Points for each review submitted, that can be redeemed for special pricing or products. We have launched a feature to capture your valuable feedback, which can be seen on each product detail page, just below the product’s description. Good or bad, reviews will be displayed so you can share information with fellow consumers. Skeleton-Factory.com's team of experts will also provide feedback and product knowledge in the form of product reviews. You’ll get to hear directly from our experts and staff, and feel confident that you’re ordering the right Halloween skull, decorative skeleton, or amazing prop for you.

To submit a review on a product you’ve recently purchased, check your email for a follow-up from Skeleton-Factory.com, asking how you liked your purchase. Inside the email will be instructions on how to submit a review. Only customers who have purchased and used our products are allowed to submit reviews, so each review accurately reflects the product’s features. If you have valuable information regarding your experience with one of our products, please share it!

Do I Need an Account to Order from Skeleton-Factory.com?

No, you may checkout as a Guest during checkout. However, we encourage customers to create accounts in order to start earning Reward Points and for ease of use for future purchases and checking the status of current orders. Accounts are created for both single customers and large organizations, and each account has the same information and features. We create your account automatically when you choose to place an order with us over the phone, and do this to make future purchases more convenient as well as allow you access to previous purchases. An “account” is only your address and order information and does not capture any of your personal information or credit card information, and does not entitle you to further discounts or privileges outside of Reward Points.

You can make changes to your account at any time. You can make changes to your shipping address each time you place an order online or over the phone. To edit your billing address, log into your account here, or call our Support Team at 888.391.7739 for assistance.

How Do I Update My Account Information?

If you have moved or need to update any of your account information, follow these steps or call our Support Team at 888.391.7739 for assistance.

1. Login to your account by clicking “My Account” on the top of your screen (to the left of the Search Bar).
2. Once logged in, you will be directed to a page with your Account Dashboard, where you can access your billing and shipping addresses and preferences. You can see previous orders and your current account information on this screen, as well as Reward Points earned, Invitations you’ve sent to colleagues and friends, your Wishlist, and more!

If you have forgotten or lost your password, please contact the Support Team at 888.391.7739 for further assistance.