FAQ

We want you to be happy with your order! If you have a question, please email us, but just in case it's one that we've been asked before, we've answered a few questions below:

When will my order ship?

Orders are typically processed and shipped within 2-3 business days. Orders placed on holidays and weekends are processed the following business day.

Note, we reserve the right to adjust your shipping method as we deem appropriate, including switching to a different carrier or service provider to deliver your package faster or more reliably. We do not ship on third party accounts.

How long will it take for my order to arrive?

Your order may take anywhere from 2-7 business days to arrive (within the United States). Shipping to International destinations varies widely. Please note that we are not responsible for service transit time. Transit times are provided by the carrier, and may vary by destination - especially during peak shipping periods. Packages shipped within the United States will be shipped by USPS. The day of shipment is not considered a transit day by any of our carriers, no matter what time the order is placed, processed, or shipped. We reserve the right to upgrade your shipping method as we deem appropriate, including switching to a different carrier or service provider to deliver your package faster or with more reliability. We do not ship on third party accounts.

Where are you located?

We are located in the United States, in Norfolk, Virginia. For online pickup orders, please visit us at 250 West 23rd Street. Please note, we no longer have a brick-and-mortar shop s of 2020. All orders must be placed online. 

Can I return part of my order?

We want you to be happy with your purchase! If the products you selected didn't work out, we will accept returns for most items within 14 days of the fulfillment date. 

Please note that your return must be received at our warehouse within 30 days of the delivery date. Only the purchased items are eligible for a refund; shipping charges are non-refundable.

Please note: Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded. If you received a promotional discount on your order, that amount will be deducted from your return. Items must be returned in unused condition in their original packaging within 14 days of the fulfillment date. Returns received past the allowable date (as shown on your packing list), or containing ineligible items will not be refunded. Make sure to ship returns in a sturdy box, as damaged returns cannot be accepted. We do not accept returns in paper or padded mailers.

The following items are final sale and cannot be returned: Custom products created just for you, candy/food products (including sprinkles), wholesale items, individual balloons, and sale items.

YOU MAY INITIATE A RETURN BY CLICKING HERE

I received my order and one of the items is incorrect/missing/damaged:

Missing, incorrect, or damaged items must be reported to us via email within seven (7) days of receipt of the package. Please keep the entire contents of the package handy until you've filled out your claim form. We may need photos of the damaged item in order to file a claim.

Do you ship internationally?

We do ship internationally and are so happy our party supplies are being used around the world! Your shipping total will be calculated based on weight and destination at checkout. We are not responsible for any international custom and duty fees, taxes, or brokerage fees assessed by the carrier. These fees are in addition to, and not included in, the cost of shipping. We are obligated to declare all items as merchandise, and will not mark items as "gift". We cannot be liable for any delays due to packages held at customs. The following shipping times are approximate, and include processing time: Priority Mail International: Allow 7-183 days for your package to arrive - this time frame was quoted to us by the US-Post Office. The post office will not consider the package 'missing' until 183 days have passed. Insurance is recommended. We have found this shipping method to be unreliable. Tracking info will be emailed to you. We are unable to track your package once it leaves the United States. FedEx International Deliveries: Allow 7-10 Business Days for your package to arrive. Tracking info will be emailed to you. We are not liable for customs fees, duties, taxes, or brokerage fees assessed by the carrier or the destination government. Canadian customers choosing UPS Ground: Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf. Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD $200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD $10, plus any applicable duties and taxes. Shipments valued at CAD $200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees. Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery. 

What happens if I refuse the delivery, or I am not home to accept the delivery?

All carriers will charge a fee to return the package to the sender. Since we shipped the package on your behalf, you will be liable for the return shipping fees if you refuse delivery, or if an attempt has been made multiple times by the carrier with no success.

I never received an order confirmation - did you receive my order?

Each order is sent an order confirmation via email, addressed to the account you used to pay for the purchase. Please check your spam or junk mail folder if you don't receive a confirmation within an hour of making your purchase. If you do not receive a confirmation, your transaction may not have been completed. Please email us to verify.

The tracking on my order says it was delivered, but I never received it - can you help?

If your package was processed through a local post office or courier, tracking details may say 'Delivered' once it arrives at the carrier's facility, but it may take a day or two to arrive at your address. If you've waited a couple of days and you still don't have the package: See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery. Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes. Check your mailbox. Smaller items or items in soft packages are likely to be delivered there. Check for a parcel locker key. If your mailbox is in a cluster box unit (i.e., several mail boxes clustered together) or your package is addressed to a P.O. Box, check your box for a key to a parcel locker where the package may have been delivered. Check for a mail hold. If the U.S. Postal Service is holding your mail, your package won't be delivered. Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request a redeliver or pick up the package. Contact the Carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number available.) On occasion, packages are lost or stolen in transit. We can not be liable for packages once they have been delivered to the carrier. Unless you have opted to insure these packages, we can not be responsible for any refunds on lost or stolen packages.

I gave you the wrong shipping address. Can you change it?

Please make sure that your shipping address is correct before you submit your order. After the package has left our facility, it is too late to make changes. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address, but the customer will be responsible for the re-ship charges.

I forgot to order something - can you add it to my order?

We will try! Please email us ASAP!

When will you get this item back in stock?

We are constantly reordering products as well as searching out new items to carry. We hate to be out of your favorite items even more than you do - but since we have very little control over when our distributors ship out packages (and since many of our products travel a very long way to get here), we are unable to respond to individual emails about when a product will be back in stock. Also, some items may not become in stock once they are sold out. 

Do you offer coupons or discount codes?

Yes, we do! The best way to find out about discounts or coupons is via our social media outlets (Facebook and Instagram), or sign up for our mailing list. We promise not to abuse the privilege of having your email address and will never share your information with anyone. 

I write a blog and was wondering if you'd like to host a giveaway?

We're so glad you like our products and want to share them with your readers, but we are unable to offer product giveaways, except for companies with whom we have established prior advertising relationships.

Will you share or sell my personal information with anyone?

Never, we will use your information to ship your package, and to contact you if we have questions about your order. We will not share your name, email address, or contact information with any third parties unless required by law. Click here to view our full privacy policy.