We apologize if you are not completely satisfied with your order. We will gladly accept returns up to 30 days from date of delivery. Returned items must be in original condition (and packaging, if applicable) in order to receive a refund. You will be refunded or credited for the price of the item(s) only. Original shipping charges and return shipping charges will not be refunded. When returning an item it is recommended that you utilize a carrier that provides tracking services. We cannot assume responsibility for items lost in transit.

Refunds are generally processed within 1 week of receiving the returned item(s) back to the store fulfillment center. The original packing slip/receipt must accompany the item(s) to be returned. No returns will be accepted if the merchandise has been used or worn. For international locations, complete, accurate, and compliant commercial documents must accompany all returns.

We apologize, but returns cannot be processed within our theme park locations. Returns must be processed through our online store fulfillment center.

We apologize if you are not completely satisfied with your order. We will gladly accept exchanges up to 30 days from date of delivery. Original shipping charges and return shipping charges will not be refunded. An exchange processing fee may be required to accommodate additional shipping costs. In addition, any item(s) being exchanged for a higher priced item(s) will require payment for the difference.

When returning an item for exchange, the returned items must be in original condition (and packaging, if applicable) in order to receive a credit for the exchange. No exchanges will be accepted if the merchandise has been used or worn. Additionally, it is recommended that you utilize a carrier that provides tracking services. We cannot assume responsibility for items lost in transit.

Exchanges are generally processed and shipped within two weeks. The original packing slip/receipt must accompany the item(s) to be returned for exchange. Additionally, please include a note with the item and/or size you would like to exchange for. From international locations, complete, accurate and compliant commercial documents must accompany all returns or exchanges.

Note: If you have received an incorrect order or defective item(s) you will not be responsible for return or replacement shipping charges provided you utilize our official carrier, FedEx. Duties, taxes and fees will also be waived for international shipments.

Note: Refunds and credit for an exchange may only be granted to the credit card used in the original order. Sweets items and Cloth Face Masks purchased on the site are not eligible for returns or exchanges.

In order to process a return or exchange please contact Merchandise Services toll free at 1-888-762-0820 (Monday - Friday 8:30am-6:30pm EST, Saturday & Sunday 8:30am-6:30pm EST, excluding certain U.S. holidays) or email us at MerchServices@universalorlando.com for specific instructions.

Return Address:
Universal Orlando Resort
Att: Merch Services
1000 Universal Studios Plaza
Orlando, FL 32819