Good evening fellow mask fans. This past week I decided to purchase a mask through TOTS’ website. I ended up just purchasing as a guest and using my paypal account. I received an email immediately from my paypal stating the purchase went through and it is showing up as charged on my bank account, HOWEVER, I have never received an official email from TOTS about the purchase of the mask nor did I get any kind of purchase number. The weird thing is the next day I DID receive an email stating I left items in my cart that I did not purchase. However, since I was just purchasing as a guest, my cart did not show anything was in it still when I went back to check This is what has me concerned that my purchase did not go through.
Their website shows that purchases may take 24-48 hours to go through but it has been about a week now and I have received no word on the mask. It is fine if it is going to take a while to get but I figure I would get some type of notification on it.
I have emailed into their support email and left a voicemail at their official number as well but have heard nothing back. I realize it is probably busy season right now but I would think I would hear something.
I am just asking here, is this normal? When should I expect to get an official email confirmation from them?
I ordered a mask from them over a week ago and its been ready for ups pick up for 6 days now…still sittin in California…wtf…I’m quoted for delivery by Wed night but I don’t see that happening because today is Sunday tomorrow is labor day…
Did you check your Junk E-Mail folder? And what mask did you order? If it was the new 2018 mask you won’t receive an e-mail until it is shipped out as the pre-order deadline was early August. If it was a separate mask and you still have heard nothing I would give them a call and see what is going on
Thanks for the replies guys. Yes I did check my junk mail and the mask I purchased was the Halloween 2 Deluxe. I was able to talk to someone and he assured me the order went through if the payment went through on Paypal. I went ahead and created an actual account and ordered another mask. The Halloween 2 Deluxe Small mask. I figure the small is going to fit me better anyway and the regular sized mask I can use for display purposes, but I am going to keep an eye on this order from my account since I can actually see it now. Right now it is in processing so I should get the Regular sized mask before the Small.
The thing about calling them though, no one is answering their phones right now and still no one replied to my email. I guess it is just extremely busy.
Their customer service is iffy definitely but I had the same thing happen when I preordered my Twilight Zone masks and even though they didn’t show in their site, my PayPal was charged and I received the masks. Check your PayPal to see when tracking info is added
Well I got 2 notifications that my purchases with TOTS went through finally the other day along with a shipping notification for my 2nd purchase so I was getting excited! Then I come home today and find out I have a package today from TOTS for my first purchase. The Deluxe mask is AMAZING! It actually fits perfectly and is quite snug. This mask is so much better than the mask I had as a teenager back in the early 2000s.
That Small Deluxe is definitely going to be too small though. Oh well, it will give me a 2nd mask to try to practice weathering the mask on and fix the hair up a bit. Any video recommendations on how to do this?
I ordered true this website the new mask, i all i have is a conformation from this website that the payment went true. but no more updates. Does anyone know who to contact?
It took about a week and a half for me to get an official confirmation email from TOTS. And then I never even got a shipping notice for my first package. It just kind of arrived out of the blue. I have confidence your package will arrive as well.
I ordered my first mask on the 26th of August and it arrived last week. I ordered my 2nd mask 2 Sundays ago and it arrived today.
I bought the regular Deluxe and the Deluxe small but oddly enough they both seem like they fit about the same. The only difference is the hair seems fuller and definitely more blonde in the Small. I am not going to complain. They both fit great!
I think they must have sent me two smalls because they are both practically the same fit. The ‘Small’ even has a slightly looser fit as its easier to take off.