Frequently asked questions

All masks marked IN STOCK are already available at our U.S. facility. Please allow up to 2 business days for your order to be processed, packed and prepared for shipment.

Shipping/transit time begins after your package has been accepted by the carrier.

Most masks displayed as IN STOCK are already produced and available at our U.S. facility, which allows us to process orders much faster than in the past.

Products specifically marked PRE-ORDER require additional production and transportation time.

For products specifically marked PRE-ORDER, please allow approximately 2 weeks for production plus 2 weeks for transportation to our U.S. facility. This means approximately 4 weeks before your pre-order is ready to ship to you from the United States.

These timelines are estimates and may occasionally be affected by production, international transportation, customs or other circumstances outside our control.

Contact us as soon as possible at support@alexterrible.com. Orders may be canceled for a full refund before they have been processed for shipment.

Once an order has been processed, packed, transferred to the shipping carrier or shipped, it can no longer be canceled due to a change of mind. Please review your order carefully before completing checkout.

No.

Our orders are fulfilled from our U.S. facility. We ship throughout the United States and worldwide.

Depending on the destination and shipping service, orders may be shipped via UPS, USPS, FedEx, DHL or another available carrier.

Delivery time depends on your destination and the shipping service selected at checkout. The estimated delivery timeframe shown at checkout is provided by the shipping carrier and begins after your order has been processed and accepted by the carrier.

Please remember that processing time and shipping time are separate. International shipments may take longer because of customs processing or circumstances outside our control.

Possibly. International orders may be subject to customs duties, VAT/GST, import taxes, brokerage charges or other fees imposed by the destination country.

Unless these charges were collected during checkout, they are the responsibility of the recipient.

Yes. Once your order has shipped, you will receive a shipping confirmation email with your tracking information when available.

Please allow some time for the carrier’s tracking system to update after the package has been picked up.

Our masks are designed around adult proportions and feature adjustable straps and interior padding.

Because everyone’s head shape and size are different, fit may vary slightly from person to person.

First, try adjusting the straps and interior padding.

If you still have a problem, contact support@alexterrible.com with your order number and photos showing the fit. Our team will help determine what adjustments may be possible.

Our standard masks are designed for adults and are not specifically manufactured for children.

Due to the nature of our masks, mask sales are generally final.

Returns or replacements may be available if you receive an item that is damaged, defective or incorrect, or where otherwise required by applicable law. Please review our Returns & Refunds Policy before placing your order.

Contact support@alexterrible.com as soon as possible and include your order number, photographs of the shipping package and photographs of the damaged product.

We strongly recommend recording a continuous unboxing video before opening your package, clearly showing: the unopened shipping package; the shipping label; the opening of the package; and the condition of the mask immediately after removal.

Claims may be denied when sufficient evidence cannot be provided to establish the condition of the shipment upon delivery.

Approved refunds are issued to the original payment method. After a refund has been issued, please allow approximately 5–10 business days for your bank or payment provider to post the funds to your account.

Processing times vary by financial institution.

Our masks are made from high-quality plastic and feature a soft interior lining, adjustable elastic straps and a movable jaw.

Individual models may have different finishes, paint treatments and details.

No — and that’s part of what makes them special.

Masks may involve individual finishing, painting and assembly. Small variations in paint, texture and finish can occur from one mask to another. These minor differences are normal and make each mask slightly unique.

Handle your mask carefully and store it in a cool, dry place. Clean it gently with a soft cloth. Avoid harsh chemicals, solvents, dishwashers and prolonged exposure to direct sunlight or excessive heat.

Because many finishes and details are applied individually, improper cleaning or storage may damage the surface.

AlexTerrible.com is the official Alex Terrible store and sells official KID OF DARKNESS masks and Alex Terrible merchandise.

Our masks are the original designs associated with Alex Terrible and the KID OF DARKNESS brand.

There are many copies and imitations of our masks online. A similar appearance does not mean that a product was manufactured by us or is an official KID OF DARKNESS product.

If you want an official mask, purchase directly through AlexTerrible.com or an authorized seller.

Available payment methods are displayed during checkout and may vary depending on your country, device and currency. Simply proceed to checkout to see the payment options currently available to you.

Yes. Our store provides customers with the opportunity to contribute toward the care of the bears Alex supports. Donations help with expenses associated with their care, including food and other necessities.

You can choose to contribute through the donation options available on AlexTerrible.com.