Returns & Exchange Policy
*DOMESTIC ORDERS FROM CHASERBRAND.COM ARE GUARANTEED A FREE RETURN*
Happy Holidays! Please note our returns department will be available for limited hours between December 23 and Jan 3. Some returns will be delayed with processing. Thank you for your patience!
Obtaining a Domestic Return Label
Super easy - all you need is your email, or order # and zip-code, and you can generate a label immediately by using our online portal.
Click here to fill out the form.
General Domestic Policy
Our return policy has been extended to 60 days. If 60 days has passed since your purchase was delivered, we unfortunately can’t offer you a refund or exchange. We do offer a five day grace period to account for shipping.
You have the option to exchange, receive a refund or use instant store credit. Please note - Instant Store Credit is the GIFT VOUCHER code you will receive after filling out the form and in your confirmation email. This can be used in lieu of a refund and if not used by the time your return has been received and checked in a refund will be issued.
Once a return request is submitted and the label generated, you have a 15 day window to bring the item to USPS. If it has not been received by USPS within that window, the return label will be voided.
Again, the Instant Store Credit is only an option that you as the consumer have, and if not used, the return defaults to REFUND.
International & Canadian Customers
Chaser is happy to provide a label to return to our Gardena, California Headquarters, but will deduct a minimal fee (generally half the cost of the label) from your total refund. To obtain a return label for international orders, click here.
Notes about our return form, labels & process:
- A USPS label should be emailed to you upon receipt of your request. Once a return request is submitted and the label generated, you have a 15 day window to bring the item to USPS. If it has not been received by USPS within that window, the return label will be voided.
- If possible, please use the same packaging that your order was shipped in.
- Chaser requires that all garment tags must be included with your return.
If for any reason, the USPS (or FedEx) requires an additional payment for the label or packaging, please let us know and we'll include the charge in your overall refund or add it to your exchange as a refund.
For orders placed using Gift Cards and a Supplemental Payment method (ie/paypal): refunds first go to the gift card, and then the additional payment method. If you do not wish to have the gift card replenished please contact us ASAP to adjust your return.
- Once received by our accounting department, Chaser will exchange/refund your return.
Please note that our policy counts the date you received your order as the official date of your purchase.
Only one return label per order will be accepted.
Each item from an order can receive it's own return label, with the first one being free of charge. Each subsequent label per item can be requested through our return portal with the amount deducted from the refund.
For example, if you ordered three items and you initially decide you want to return one, you can fill out the online form and receive a free return label for that one item. If in two weeks you decide to return another item, you can request a return label for that second item through our site, with the shipping cost deducted from your refund.
For order exchange returns, please contact us for an RA # and further instructions.
All returns are processed on Fridays.
If you sent a package that was received by us per tracking confirmation, please note it will not be processed until the following Friday.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Due to health regulations, styles that are soiled, worn, damaged or laundered will not be accepted. It is at Chaser's discretion to determine if the returned suit has been soiled. If a suit is determined to be soiled, orders will not be honored for a return or merchandise credit. Chaser cannot send back the order, and will have to damage out any soiled suits.
Exchanges (if applicable)
If you need to exchange it for a different size of the same item, or a similarly priced item, please click here and fill out the form.
Damages, Defective Items and Shipping Errors (if applicable)
Defective, damaged items, and shipping errors will be fulfilled immediately with a replacement item upon request and if available. If we cannot fulfill the item we will contact you immediately.
*Please note the following exceptions to our general policy:
Returns of any items that have been washed or damaged by the customer will not be honored with a refund or replacement garment. If possible, send the garments back in the same individual bag they were shipped in.
Returns of any heavily discounted sale items that are greater than 50% off or marked ALL SALES FINAL are not available for a refund. We will do our best to accommodate exchanges, if desired. If not, store credit is available. This does not include damaged items received by the customer.
Returns for orders using Friends & Family discount codes (40% and above) are eligible for store credit or exchanges only and cannot be refunded, damaged items being the only exception.
Shipping charges at checkout are a one-time fee and are not refundable. This applies to International and Domestic orders.
Chaser does allow a (5) day grace period to account for shipping duration.
Chaser reservers the right to ban customers from making future purchases who exhibit "return abuse".
- Costume Houses / Media - Want to use Chaser for an upcoming production, photoshoot or influencer campaign? Awesome, we're huge movie and tv fans and would love to help! Please contact firstname.lastname@example.org for any media questions. Please note: our website is not a prop-house or rental facility and action will be taken against agencies purchasing online and abusing our return policy for their productions. We'd much rather work with you directly, so please contact us!
Our customer service hours are Monday - Friday, 9am - 5pm PST. Again, shipping and handling charges are not refundable.
If you are unsure how to properly return your item, please contact email@example.com.