FAQ
You have questions? We have answers! Here is an list of common questions regarding silicone masks. If somehow we missed a question you're dying to have answered, please get in touch with us by visiting our Contact section and we will happily add it to our list.
Why chose a Silicone Mask from The Basement FX?
From conceptualization to "unboxing" and everything in between our process has been designed with the Collector and Haunter in mind. As Haunt Enthusiasts and Silicone Mask fans ourselves, we aim to set a new standard for quality in the silicone mask industry. From incredibly detailed designs, amazing fit and personalized customer service, we spare no time or expense delivering you a whole new experience in silicone. Utilizing artists and technicians with years of experience in the silicone mask industry, TBFX brings you hand-made works of silicone art created by artists with a heartfelt passion for silicone masks. Add uncompromisingly customer relations and you have an experience that can't be beat!
Are TBFX masks durable?
All of our masks feature a power-mesh reinforcement system that was strategically designed to provide maximum durability in key areas of the mask without movement restrictions or impacting the comfort of the mask.
How are TBFX Silicone masks reinforced?
The reinforcement system we have designed balances even sculpture thickness and power mesh in key areas to prevent running tears. Since power mesh adds additional resistance, we find that power mesh in select areas as opposed to full power mesh is the best way to balance added durability without sacrificing movement or comfort.
How do I properly put on and take off my mask?
Please visit our How-To section for information on how to properly wear your mask.
How long will a TBFX silicone mask last?
The silicone is rated to last for 25 years without structural breakdown, so as long as it is worn and removed properly, your mask should give you years of enjoyment. Please see our How-To section for tips on taking care of your mask.
Please visit our How-To section for information on how to properly care for your mask.
Do your masks come with ear and nose holes?
All TBFX masks include nose and ear holes.
I love a specific mask, but have another idea for the paint. Will there be an additional charge?
There is usually no additional cost for a custom paint design. Before ordering, please Contact us and we would be happy to discuss your custom paint idea.
How long will it take to receive my order?
Unless you are ordering a stock item, most products are made to order. During the Halloween season we recommend placing your order within 6-8 weeks from when you will need it. Rush service is available for an additional fee if you need your product sooner than our current production time which is updated regularly on our website.
I have an idea for a custom mask! Do you do custom work?
We are able to help create a custom character to meet your needs based on your design. Our staff is also dedicated to creating concepts based on your specific instructions. The competitive rates we offer differ based on design exclusivity so please contact us with your custom project and we would be happy to discuss the possibilities!
Do you ever offer any sales on your products?
When we launch a new mask, there will be a special pre-order offer prior to release. We do also offer ongoing discounts designed specifically with the Haunt Owner in mind as well as a continuing referral program for loyal and returning customers. Please see our Special Offer page for current promotions.
Still have questions? Shoot us an email or message through Facebook! We're happy to help!
Terms & Conditions:
Production Time
Silicone masks, Fiberglass Faceplates and most products offered for sale by The Basement FX are made to order, unless specifically offered on the "In Stock" section of our web site, and are thereby considered individually custom pieces of wearable art. Production time refers to the timeframe after which the order is placed and goes into queue for production. An estimated timeframe for production is listed on the Production Time section of our web site. The average production time is 6-8 weeks for masks without hair work, but fluctuates throughout the year. Hairwork can add an additional two weeks to the total production time. This timeline does fluctuate seasonally and may vary dependent upon factors including current order volume, popularity of individual designs as well as the availability of raw materials. Shipping time is in addition to, and not included in, the Production Timeline estimates. If you require a mask by a specific deadline, please contact us prior to ordering.
Rush Production
We do offer Rush production as an option for clients who require a mask inside of our standard production window. We require the client contact us prior to choosing Rush Production, to ensure we are able to meet the required deadline. Rush Production that is purchased without first contacting us to review and approving agreed upon terms and deadlines will not be refunded. Rush Service is charged per product, not per order.
In Stock Items
Stocked items typically ship within approximately three business days of cleared payment (see "Potentially Fraudulent Orders" section below). All sales are final.
Payments
We accept PayPal, Visa, Master Card, Discover, American Express, Google Wallet, Checks & Money Orders. Payment installments require a non-refundable 20% deposit and must be paid within 90 days.
Potentially Fraudulent Orders
Orders that are flagged by our system as having a potential risk for fraud may be delayed until a thorough evaluation can be completed, which can add up to 90 days to the shipping time. Orders deemed to be fraudulent in nature will be canceled at our discretion.
International clients:
We accurately represent the value of the order on the customs form and all orders must be marked as merchandise. Any misrepresentation of information on customs form, including declaring a lower value or marking an item as a "gift" to evade paying customs' duties, is considered a federal crime in the United States, and may constitute tax fraud in your local country. Any requests to violate this will be ignored.
Product Variances
We utilize a unique color template to maximize the consistency of the base tint and finish of our products, however, as all of our products are individually hand-made, subtle differences are expected and therefore no two pieces are exactly alike. Due to the hand-made nature of our work, slight variances in tone may occur. We make every effort to accurately represent our products in our web site photography, however due to lighting, individual monitor colors, brightness and calibration can also affect variations in color and tone.
Return/Exchange Policy:
Made to order: Most of our products are made to order, and are thereby considered custom orders. Once the order has been placed, it cannot be canceled if the order has gone into production. If an order is canceled before it goes into production, a 20% cancellation fee will apply to orders cancelled before production to cover order processing, preparation and material costs.
In Stock: Orders placed from the In Stock section of our site may not be canceled after the order has shipped.
Product style including, but not limited to, paint style, hair work and design may be modified if the order has not yet gone into production. You must contact us within 7 days of placing your order to discuss any modifications to the style of your order, and are subject to approval.
Damage & Repairs
Defects: Our masks are designed to be durable and with proper handling and care, damage is unlikely. However, if damage should occur, masks that incur damage as a result of a product defect are eligible for free repair services. We require that you contact us within 7 days after receiving your mask to report the suspected defect. Identification of defects and approval of repair is subject to our approval. The designation of defect or damage is based on our discretion after inspecting the mask. If physically inspection of the mask is required, domestic shipping will be refunded if the fault is found to be of a defective nature.
Damage of "Unknown Origin" or "User Damage": In the event the damage is not discernibly caused by defect and is considered damage of unknown origin, abuse or user error, you will be offered a quote for the cost of repair services. You will be responsible for both the shipping costs to our shop as well as return shipping associated with sending the mask to be repaired, in addition to the quoted shipping cost. We recommend, in these cases, purchasing shipping insurance as we are not liable for repaired masks that are lost or stolen in transit.
Repairs must be approved prior to shipping. Masks that are shipped for repair without being first approved will be refused and returned to sender. The cost of the repair quote and return shipping must be paid prior to the repair being initiated and completed.
In the event a client chooses to repair the mask themselves, while we can offer expert advice, we assume zero liability in the event the repair attempt neither improves or incurs further damage to the mask.
