Question 1

Q: What is Riverland Mas's refund policy?

Accepted Answer

A: At Riverland Mas,  all payment are 100% non-refundable, this includes deposits, partial payments, and balances. By submitting payment, you agree to this policy and acknowledge that no refunds will be issued under any circumstances. We recommend customers review their orders carefully before making a payment to ensure complete satisfaction. Our commitment is to provide exceptional service and high-quality products to all our clientele.  Once you pay, you’re locked in like a waistline during J’ouvert.

Question 2

Q: Can I transfer my payment to another event, person, or costume?

Accepted Answer

A: At Riverland Mas, we understand that plans can change and sometimes adjustments are necessary. While we aim to meet everyone's needs, our current policy does not allow for the transfer of payments to another event, person, or costume. Each purchase is uniquely tied to a specific event and costume, ensuring a seamless and personalized experience for all participants. If you have any concerns or exceptional circumstances, please don't hesitate to contact our customer service team, and we'll do our best to assist you. Thank you for being a part of the Riverland Mas community!

Question 3

Q: Can I change my costume or size after ordering from Riverland Mas?

Accepted Answer

A: Yes, Riverland Mas allows customers to request changes to their costume or size after placing an order, provided that the request is made within 24 hours of the initial order placement. This timeframe ensures that we can make the necessary adjustments before the product enters the production phase. Please contact our customer service team directly via phone or email with your order details and the specific changes you need. We strive to accommodate your needs to the best of our ability, but please be aware that requests made after the 24-hour window may not be possible to fulfill, especially during peak seasons. Your satisfaction is our priority, and we will do our best to ensure your costume fits perfectly for your event.

Question 4

Q: When is the delivery date for orders placed at Riverland Mas?

Accepted Answer

A: At Riverland Mas, we pride ourselves on prompt and reliable service. Once your order is confirmed, the typical delivery window is the week of Miami Carnival, which is October 8th-10th, 2025 at the Distribution site. Our team will provide you with a detailed delivery schedule and location. If you have any specific delivery requirements or need to arrange a pickup person for delivery, please contact our customer support team, and we will do our best to accommodate your needs.

Question 5

Q: What if I can't attend the event at Riverland Mas anymore?

Accepted Answer

A: 🎶 Even if you don’t cross the stage, your payment has already played. We recommend ensuring your event plans are firm before purchasing, but understand that unforeseen circumstances can arise. Should that be the case, please arrange for a trusted person to collect on your behalf.

Question 6

Q: Why does my costume look slightly different from the promo photos?

Accepted Answer

A: At Riverland Mas, each costume is handcrafted with meticulous attention to detail, ensuring a unique and high-quality product. Slight variations in appearance may occur due to several factors. Firstly, the lighting and photography settings used in the promo photos can slightly alter the colors and textures when viewed on different screens. Furthermore, the materials for each costume are carefully selected but can vary in shade and finish due to natural differences in fabric batches. These minor discrepancies are a testament to the authenticity and individual craftsmanship of our costumes, ensuring you receive a one-of-a-kind piece. Rest assured that although your costume might have slight differences from the promo photos, we strive to maintain the highest standards in both aesthetics and quality.

Question 7

Q: What are the consequences of filing a chargeback with my credit card company without legal cause for a purchase made with Riverland Mas?

Accepted Answer

A: Filing a chargeback with your credit card company without legal cause will result in immediate cancellation of your order and forfeiture of all funds paid. Additionally, you will be permanently banned from all future Riverland Mas events. We also reserve the right to notify other Miami Carnival bands, who may choose to enforce a ban upon their discretion. We strongly recommend that you try to resolve any issues directly with us to avoid these significant repercussions. Riverland Mas is committed to helping our customers, and we encourage you to reach out to our customer service for any concerns or disputes.

Question 8

Q: What should I do if my costume from Riverland Mas does not fit or something breaks?

Accepted Answer

A: At Riverland Mas, we take great pride in the handcrafted nature of our designs, which results in unique and intricate costumes. However, please be aware that due to the handmade process, minor imperfections may occur. It’s important to ensure that all sizing information is submitted accurately at the time of your order, as we cannot be held responsible for sizing issues stemming from incorrect submissions.   If you find that your costume does not fit or experiences damage while being worn, please contact our customer service team. Note that Riverland Mas is not liable for damage caused during wear.  Your satisfaction is important to us, so we're here to assist you with any issues you may encounter.

Question 9

Q: Who do I contact if I have questions or an issue at Riverland Mas?

Accepted Answer

A: If you have any questions or encounter any issues at Riverland Mas, our customer service team is here to assist you. You can reach out to us via email at riverlandmasf5@gmail.com or call our dedicated customer support line at (754) 800-1951. Ensuring your satisfaction is our top priority, and we are committed to providing prompt and helpful service to address any of your concerns.

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